Pharmacy Technician Communication Skills and Patient Interaction

What are the objectives of communication skills in the pharmacy setting?

Describe communication skills for direct patient care, explain the communication cycle, identify verbal and nonverbal skills, improve vocal and verbal skills, use proper telephone etiquette, emphasize written communication, and address communication with special groups.

What is the communication cycle?

It involves a sender and a receiver, includes channels of communication and feedback, and requires good listening skills such as summarizing.

What are some examples of channels in the communication cycle?

Written messages, spoken words, and body language.

What is nonverbal communication?

Exchanging information without spoken words, including facial expressions and body language.

What are key aspects of verbal communication?

It consists of vocal and verbal elements, where pitch, tone, speed, and volume affect meaning.

How can one improve vocal communication skills?

Speak slowly, avoid mumbling, use calming words, articulate clearly, and avoid monotone.

What strategies can enhance verbal communication skills?

Read to increase vocabulary, take communication courses, and empathize with customers.

What is the importance of telephone etiquette?

It involves guidelines for effective verbal communication, including checking back with customers on hold and using a pleasant tone.

What are the guidelines for cell phone etiquette in a pharmacy?

Avoid distractions from cell phones, keep them out of sight, and focus entirely on the customer.

What should be included in written communication in a pharmacy?

Accuracy, clarity, legibility, and detailed information to prevent errors.

What are the five stages of grief for terminally ill patients?

Denial, anger, bargaining, depression, and acceptance.

How can pharmacy technicians communicate effectively with non-English-speaking patients?

Employ bilingual staff, hire interpreters, use translation software, and utilize pictograms.

What should be done when communicating with hearing-impaired patients?

Document communication preferences, write legibly, and ensure to look at the patient while speaking.

What are the characteristics of an effective team member in healthcare?

Understanding duties, being positive, cooperative, loyal, and building trust.

What are some barriers to effective communication?

Lack of engagement, misunderstanding, and inadequate techniques to overcome obstacles.

What is the significance of empathy in patient communication?

Empathy helps in understanding and addressing the emotional needs of patients.

What are some ways to eliminate communication barriers?

Recognize barriers, engage fully, and be a strong cooperative team member.

What should a pharmacy technician do if a prescription for a controlled substance is found to be invalid?

Verify the prescription and follow proper protocols for handling invalid prescriptions.

How should a pharmacy technician handle a customer upset about not being informed of a generic medication?

Listen to the customer's concerns, empathize, and provide information about the generic option.

What information is needed from a nurse when taking a prescription refill order?

Patient details, medication name, dosage, and any specific instructions.

What is the role of a pharmacy technician in patient care?

To ensure effective communication, provide accurate information, and support patient safety.

How can pharmacy technicians optimize their communication with patients?

Use open-ended questions, treat patients with respect, and avoid distractions.

What is the goal of written communication in a pharmacy?

To achieve 100% accuracy for patient safety.

What should be avoided during communication with patients?

Distractions, disrespectful behavior, and unclear messaging.

What is the role of empathy in communication with sick customers?

It helps to understand their emotional state and provide appropriate support.