Title 28. COMMUNICATION SKILLS, INCLUDING PATIENT COUNSELLING TECHNIQUES, MEDICATION HISTORY INTERVIEW, PRESENTATION OF CASES.pdf ✅

PHARMD GURU Page 3 3. Active listening. 4. Reflective responses, and 5. Verification of understanding. 1. OPEN ENDED QUESTIONS:  A key component of interactive communication is using open‐ended questions.  Open‐ended questions are questions that start with who, what, where, when, how and why and require more than a yes/no response to these questions encourage disclosure of information.  Closed‐ended questions and leading/restrictive questions elicit yes/no responses and limit the information sought from the receiver. These types of questions should be avoided. Example: 1. Closed‐ended: "Do you know how to take your medication?" "Yes" 2. Leading/restrictive: "You're familiar with your medications, aren't you? “Yes” 3. Open‐ended: "What did the doctor tell you about taking the medications? 2. AWARENESS OF NON-VERBAL CUES: 1) Appropriate nonverbal cues are also critical for effective communication.  Facial expressions.  Body posture.  Tone of voice and  The use of eye contact. 2) All are the forms of nonverbal clues. Skilled use of our nonverbal communication can make the difference between successful interactive dialogues and frustrating non-productive encounters. 3) What we say and how we say it must have the same meaning. When nonverbal cues are inconsistent with the words spoken, people tend to believe the nonverbal message. APPROPRIATE NON‐VERBAL CLUES: 1. Friendly and smiling facial expressions. 2. Varied eye contact (consistent, but not startling.) 3. Professional appearance.
PHARMD GURU Page 4 4. Relaxed, warm and comfortable gestures. 5. Attentive body posture (slightly leaning forward). 6. Appropriate personal space (18‐48 inches). 7. Varied voice rate and volume to keep the individual interested. However, a high pitched voice should be avoided. DISTRACTING NON‐VERBAL CLUES: 1. Lack of eye contact may indicate little confidence or interest. 2. Insufficient spatial discomfort (causing discomfort). 3. Un-favorable tone of voice (can upset the people and create an unintended meaning). 4. Slouching or weight shifted to one side (may indicate lack of interest). 5. Messy work environment. 3. ACTIVE LISTENING:  When we think of communication skills, we usually think of skills relating to the manner in which we speak. However, equally important, and perhaps more difficult to learn, is the ability to listen well.  Studies show that most people are not good listeners. In pharmacy practice environments, listening skill may be further challenged by the perception or reality of little time and by the attitudes of the listener and/or the speaker. The following are specific habits that may interfere with an individual's ability to listen. Also listed are recommendations for improving one's listening ability. 1) Trying to do two or more things at once. This lack of attention comes across as a lack of interest in the other person and what they are saying to you. Solution: Get rid of distractions. 2) Jumping to conclusions before a person has completed his or her message: The result is you only hear part of what was said. Solution: Stop talking, you can't listen if you are talking. 3) Communicating stereo types that you have to internalized. Solution: React to the information, not the person. 4) Faking interest in what is being discussed. Solution: Use good eye contact, this will help you concentrate.