Communication Skills in Pharmacy

Active Listening

Focused on the speaker, responding appropriately, and withholding judgement

Active Listening Characteristics

Focus on speaker, reflective listening, ask clarifying questions, acknowledge non-verbal cues, and avoid interrupting.

Non-verbal Communication

Body language, eye contact, facial expressions, tone of voice, personal space

Verbal Communication

Clear and concise language, adapt to your audience, open-ended questions, and confirm understanding.

Correct Pronunciation

Correct usage ensures clear communication. Mis-use can lead to errors and misunderstandings. (Patient names, drug names, and medical terms)

Communicating with Patients & Caregivers

Match health literacy level, use plain language, show empathy, verify understanding, and engage caregivers as partners.

Communicating with Healthcare Team Members

Promote clear, concise, and professional communication, use SBAR for structure, foster a community of collaboration and respect, provide quick and appropriate feedback.

SBAR Communication

(S): situation, (B): background, (A): assessment, (R):Recommendation

Written Communication

Be clear and concise, use proper grammar and spelling, organize information logically, avoid jargon/ambiguous language, and double-check accuracy.