module 5: communication skills for pharmacy techs
Communication Skills for Pharmacy Technicians
Objectives:
Identify key components of active and engaged listening
Describe how to communicate clearly and effectively, both verbally and in writing.
Up to half of medication errors in the hospital and 20% of adverse drug events have been attributed to poor communication of medical information.
Active and Engaged Learning
active listening involves focusing on the speaker, responding appropriately, and withholding judgment.
Core Components:
eye contact
Appropriate non-verbal cues
Minimal distractions
Clarifying, non-interruptive dialogue
Focus fully on the Speaker
Use reflective listening
Ask clarifying questions
Acknowledge non-verbal cues
Avoid interrupting
Non-Verbal Communication
speaks louder than words
Body Language
posture, gestures, movement
Eye Contact
establishes trust and engagement
Facial Expressions
conveys empathy and understanding
Tone of Voice
compliments verbal messaging
Personal Space
respect boundaries
Clear and Concise Language
Ex:
NO: take your statin to lower LDL cholesterol
YES: this medication helps lower bad cholesterol in your body
Adapt to Your Audience
Ex:
To patient: this medication helps control blood sugar
To coworker: this patient is on sulfonylurea for glucose management
Open-Ended Questions
Ex:
NO: are you taking your medication?
YES: can you tell me how you take your medication at home?
Confirm Understanding
Ex: can you explain how you will take your medication?
Pronunciation is very important! Ensures clear communication. Mispronunciation leads to errors and misunderstandings.
Key Areas: patient names, medical terms, medical names
Communication should be tailored to patients literacy level. Use simpler explanations or visual aids when needed. Avoid medical jargon
EX: say high blood pressure instead of hypertension
Show empathy. To confirm understanding, ask patient to explain instructions in their own words. Caregivers should be engaged as partners in care, involving them to help tailor to the patient’s needs.
Communicating with healthcare members
promote clear, concise, professional communication
→ prevents misunderstanding
use SBAR for structured communication
Foster a culture of collaboration and respect
Provide timely and appropriate feedback
SBAR
Structured communication tool to help healthcare professionals convey critical information clearly and effectively.
Situation
clearly state what is being communicated
Include only the most critical and relevant details to capture the listener’s attention
EX: Mrs. Thompson reports that she’s been experiencing a cough associated with her lisinopril regimen, leading her to skip doses.
Background
summarize relevant medical history, treatments, or current medications
Avoid unnecessary details—stick to what is directly related to the situation.
EX: Mrs. Thompson has history of hypertension. She started lisinopril 5 months ago, and began experiencing the cough approximately 2 months ago. Only other prescription is atovastatin.
Assessment
identify key issue
Share relevant findings
EX: Based on the timing of Mrs. Thompson’s reported cough and known adverse effects of lisinopril, it’s possible she is experiencing an adverse drug event.
Recommendation
Be specific and direct about what is needed
Propose a plan or solution based on the assessment
EX: I recommend you assess and discuss Mrs. Thompson’s medication regimen with her. She may need an alternative medication for her hypertension.
Tips for Effective Written Communication
be clear, concise, precise
Use proper grammar, spelling, punctuation
Organize information logically: use headings and bullet points
Avoid jargon and ambiguous language
Double-check for accuracy before finalizing
Key Takeaways
effective communication is essential for pharmacy techs
Verbal and non-verbal skills equally important
Active listening enhances understanding and trust
Attention should always be paid to any written or electronic documentation
Seek to continually improve
Verbal communication allows for statements to be partly rescinded because we can modify or elaborate on our thoughts.
Written communication has the advantage of providing a record of all that has transpired.
Can also communicate through positioning.
often leaving information about what needs to be finished by the next shift by placing orders, prescriptions, etc
EX:
leaving orders or prescriptions that are waiting for the day’s delivery in “hold for drug” area
Leaving prescriptions waiting for refill authorization in “doctor call back” box
Leaving medication fill lists on top of patient cassettes
Body language can convey respect, disdain, pleasure, connection, impatience, etc.
Reminder to be wary of all cultures.
Phone calls are equally as important.
smile before answering, changes tone
Introduce self and business
Write name of caller down
Offer to help if requested person is not available
Avoid side conversation
Ask if they can be put on hold and wait for an answer
Write down any important information
If need to research question, ask if patient prefers to wait or to call back
Give complete number if patient needs to be transferred in case of disconnection
Emails
be short and concise
Include everyone if is online discussion
No side conversation
Intradepartmental Notes
leave clear messages about what is needed on items that may carry over to the next shift
EX:
Ambiguous: verify dose (quantity or frequency?)
Clear: how many 5mg tablets per dose? Verify schedule
Ambiguous: clarify
Clear: clarify quantity. Patient says should be 2-month prescription
Memos
short and to the point
Paper memos can be posted for all to read
Letters
good penmanship
limit to one page
Summary
clarity is important in verbal and written communication
Verbal communication integrates actions with words.
→ mood, tone of voice, body language
Written communication can be saved, referred to later, passed around