Communication Skills for Pharmacy

Principles and definitions of communication. Process of Communication. Communication skills and training.  Non-verbal Communication. Appearance as a mode of communication. Various styles of listening and response to patient interview and education. Interpersonal communication. Emphatic listening. Observation and assessment. Written communication skills.

Communication difficulties – apprehension, shyness, reticence and unwillingness to communicate. Conflict management and dealing with pharmacist-patient communication in difficult situations. Barriers to verbal communication.

Assertiveness, patient education and counseling models. Conducting a patient interview. Questioning techniques and medication history taking. Pharmacists’ communication with other health care professionals – physician, nurses and fellow pharmacists. Telecommunication.