Pharmacy Technician Communication Summary

Communication Skills in Pharmacy

Communication

  • Communication involves expressing oneself clearly and being easily understood, incorporating diplomacy, tact, and compassion.

  • It is crucial for patient safety and highly valued by employers.

The Communication Cycle

  • Consists of a sender, receiver, message, feedback, channel, and active listening.

Nonverbal Communication

  • Involves exchanging information without spoken words; negative body language should be avoided.

  • Stress can impact nonverbal cues.

Verbal Communication

  • Vocal skills include inflection, pitch, tone, speed, and volume, which can be improved through focused strategies.

  • Verbal skills involve word choice and vocabulary, also improvable with specific strategies.

Optimizing Communication

  • Use open-ended questions and empathetic responses, and minimize distractions.

Telephone Etiquette

  • Follow unwritten guidelines, check back with customers on hold, and use a pleasant tone with good listening skills.

  • Clearly identify yourself and determine the call's purpose within your scope of practice.

  • Verbal communication is key as body language clues are absent.

Cell Phone Etiquette

  • Avoid distractions from customer care by keeping phones out of sight and on silent.

  • Never text or talk while filling prescriptions or dealing with customers and minimize personal calls.

Virtual Communication Etiquette

  • Take calls in a quiet place, adhere to an agenda, and maintain professionalism.

  • Test equipment, disclose recording, use introductions, take notes, and join meetings on time.

Written Communication Skills

  • Documentation requires accuracy and legibility; proofread all written material.

Communication with Special Patient Groups

  • Terminally Ill: Recognize the five stages of grief: denial, anger, bargaining, depression, acceptance.

  • Non-English Speaking: Utilize bilingual staff, interpreters, and translation software.

  • Hearing-Impaired: Document communication preferences, write legibly, and use sign language interpreters while maintaining eye contact with the patient, not the interpreter. Do not yell.

Communication with the Health Care Team

  • Be an effective, cooperative, and positive team member.

  • Understand duties, stay current, and build trust.

Eliminating Communication Barriers

  • Recognize barriers and apply techniques to overcome them.

  • Ensure both speaker and listener are fully engaged for meaningful communication.