Module 5

[Audio] Welcome to the Career Readiness & Externships: Soft Skills for Pharmacy Technician's Professional Communications presentation. This module will introduce you to different types of communication and show you how to develop good communication skills. Some of the topics addressed include verbal communication, phone etiquette, active listening and speaking, written communication, effective communication using technology, and communication laws..

[Audio] In this module, you will: Identify different types of communication. Understand the role communication plays in workplace success. Understand and practice verbal communication skills. Learn the steps of active speaking. Understand phone etiquette and interactions. Learn the steps of active listening. Understand nonverbal communication..

[Audio] In this module, you will: Learn and practice professional email standards of interaction. Identify professional standards of documentation. Learn to adjust communication methods to accommodate unique communication needs. Identify steps to handle coworker communications. Learn how to communicate medication safety concerns. Identify steps to handle patient communications. Understand the Health Insurance Portability and Accountability Act (HIPAA) and its influence on communication..

[Audio] The Module 5, Section 5.1: Communication presentation for the Career Readiness & Externships: Soft Skills for Pharmacy Technicians program covers the basic concepts of communication, such as verbal, nonverbal, and written communication, and how good communication skills can make you more employable..

[Audio] A key part of being successful in the workplace is possessing effective communication skills. According to a recent LinkedIn survey, the top skill set employers seek is communication skills. During your career, you will inevitably encounter difficult situations and hard-to-please coworkers, customers, and patients. You will need to use effective communication skills to arrive at a positive outcome. This means expressing your ideas clearly and logically, making yourself understood, and understanding others..

[Audio] Communication is a process by which information is exchanged between individuals. There are three types of communication: 1. Verbal communication includes spoken words (what you say and hear). 2. Nonverbal communication includes body language, facial expressions, hand gestures, etc., (for example, how you deliver or receive messages). 3. Written communication includes email, text, professional documentation, and letters (for example, the words you write). Communicating effectively can be considered the oil in the engine of the pharmacy, keeping everything running smoothly. Without oil, an engine will seize up and stop working completely. Using the information and activities provided throughout this module, you will develop communication skills necessary for career success. The first step is to assess your current communication skills..

[Audio] Respond to the following questions as honestly as possible. When I do not understand something, do I ask for clarification, even if I think others might view my question as stupid? When engaging in a conversation, do I give the speaker my full attention? When talking to people, do I pay attention to their body language? Do I consider how others perceive my words and sometimes change the way I say something so that it is better received?.

[Audio] There are many benefits to good communication skills, especially when working in a community pharmacy or institutional setting. Possessing effective communication skills will improve safety for your patients, customer satisfaction, as well as coworker interactions. Being an effective communicator will help make you the type of employee a pharmacy will want to hire. Good communication skills can improve safety and dispending efficiency. When the pharmacy staff is communicating well, safety is increased, as is the speed of production for medication delivery. For example, if you ask when a patient plans to pick up a medication, you can identify its priority in your fill order. Or if you notice a new opioid prescription without an accompanying laxative, you can communicate it to the pharmacist to see if you should follow up with the prescriber. Good communication skills can improve customer satisfaction. A technician in a community setting who does not communicate well with patients can cause them to become angry and frustrated, potentially leading them to take their business elsewhere. A technician who communicates well can lead to patients telling friends and family how well they were treated, potentially increasing business. Often, good communication forms lasting relationships with patients and allows for easier interactions, even when there are issues, such as insurance challenges. Good communication skills can improve coworker interactions. If you get along well with your coworkers, going to work becomes more pleasant. A pharmacy staff works best as a team, and good communication skills contribute positively to building that team..

[Audio] Developing effective communication skills will help you find a job and excel in your career. Pharmacies are looking for technicians who are effective communicators. In a job interview, good communication skills can help give you an edge against the competition. Once you have a career in the field, good communication skills can help you keep your job and continue to grow in your career. Communication skills are vital in the pharmacy. You will need to listen to your supervisor's directions, communicate with fellow technicians, and provide excellent customer service. The time and effort spent to improve your communication skills will help you as you begin your career and will allow you to be a more productive and efficient employee..

[Audio] The Module 5, Section 5.2: Verbal Communication Skills presentation for the Career Readiness & Externships: Soft Skills for Pharmacy Technicians program covers the basic concepts of verbal communication skills, such as adjusting pitch, volume, tone, and pace for the workplace; speaking actively; and honing your telephone etiquette and skills. Words, and how they are delivered, help patients and coworkers form lasting impressions and opinions of your character. Often, we are unaware of the many factors that affect our speech. In normal interactions with friends and family, we don't need to be as focused on these factors. But knowing these factors and improving them for the professional setting is essential..

[Audio] The pitch, volume, and tone of your voice, as well as pacing, are crucial to successful communication. Whether answering phone calls; talking to nurses, doctors, or patients; or interviewing for your first position, your pitch, volume, and tone can make or break these encounters. Control Your Pitch. Pitch is the highness or lowness of the voice based on the frequency of sound waves. A person who speaks in a high-pitched voice may be perceived as immature or overly emotional. A low, gruff, or rough-sounding voice could be mistaken for grumpiness unless the voice is accompanied by a smile and friendly facial expressions and gestures. Those who end their sentences in an upward pitch sound hesitant, or as though they sound like they are asking a question instead of making a statement. Lastly, a person speaking in a monotone voice may be perceived as uninterested or uncaring. Adjust Your Volume. The volume of your voice describes how loudly or softly you speak. You will need to strike the right balance between being too loud or too quiet. In a hospital setting, a fellow technician may be working on a difficult IV calculation, or be on the phone with a soft-spoken physician. In either of those cases, talking too loudly can be a distraction to the technician's work. At the same time, speaking too softly to a patient at the window in a community setting will make it hard for them to clearly understand what you are saying. The person will have to strain to hear your words properly and may feel frustrated by the encounter. Deciding how loudly to speak has to do with the situation and the listener. If you are speaking to someone with some hearing loss, you may have to speak more loudly. If you are speaking of personal medication matters, you may want to draw that person to a quiet corner or office to avoid having to shout out protected health information—which would cause Health Insurance Portability and Accountability Act (HIPAA) compliance issues. Watch Your Tone. Tone of voice is the attitude conveyed toward your audience through your speech. It is the feeling or mood you communicate. You communicate your attitude in voice patterns, volume, word choices, speed of speech, and emphasis of certain words. Customers and patients generally want a respectful, warm, personal tone, rather than an overly formal approach. A tone of empathy, concern, friendliness, and helpfulness is the most effective in the pharmacy environment. Imagine a customer comes in and says that he forgot to take one of his medications and is wondering if it will be a dangerous problem. Consider how he would respond if you said, "You did WHAT?!" or asked calmly, "Can you tell me what happened?" Consider the difference in tone when you emphasize the word "what" and ask the question loudly versus asking a basic question in a calm manner. The first example conveys surprise and exasperation. The second option shows more kindness, respect, and concern. "Can you tell me what happened?" is a common phrase to memorize because you can use it often to gather the information needed to provide to the pharmacist for patient counseling. Pace Your Speech. When people talk so fast you cannot catch what they are saying, you must ask them to repeat themselves. Don't repeat this mistake in the pharmacy, especially when the information you are conveying is essential to a patient's health. Adjust your rate of speech to match the listener's abilities. Always watch your listener's reactions. If the listener seems frustrated or puzzled, slow down your pace..

[Audio] Understanding the mechanics of verbal communication helps build the skills of becoming an active speaker. Active speaking is conveying your message with awareness as to how the receiver is interpreting your information, being able to adapt as necessary. 1. Be Positive. Try to be cheerful and smile whenever dealing with others. Add a compliment or statement of gratitude when appropriate. Acknowledge similar points of view whenever possible. 2. Be Humble. Be mindful of the message you are communicating. Avoid arrogant, boasting statements or ones that put others down. You can still make definitive statements of content and perspective, but make them in the context of providing information to use for dialog and consideration, not to shut down other's perspectives. 3. Be Patient. It can be challenging to wait for people to finish their sentences, especially if those sentences spark a thought. This skill requires patience. Interrupting speakers almost always leads to upset and frustration. 4. Be Tactful. Tact is having sensitivity to what is proper and appropriate in dealing with others, including the ability to speak or act without offending them. For instance, some questions are not tactful, appropriate, or strategic to ask, such as asking what a person's salary is. If you ask yourself, "I wonder whether I should say/write that?" then the answer is almost always no. 5. Be Honest. Answer questions with honesty. This does not mean that you should be brutally honest with people—just sincere. Brutal honesty is often hurtful and usually unnecessary to convey the message. For example, if the person responsible for purchasing the medications for a hospital pharmacy asks your opinion of a new ordering process, it is best to give an honest reply, even if it is not necessarily what the person wants to hear. But also consider that it is more important to protect your working relationship than to deeply criticize a process you may not agree with. You might say, "I like the new protocol for back-ordered medication. The turnaround time isn't as fast as I would like, but I understand that it is an element that is hard to control." Don't elaborate on or embellish criticism. If people are really interested in your feedback, they will question you further about the features you do not appreciate. 6. Avoid Generalizations. Many times, when we are in a hurry, we use very general language to describe something. "Could you please help the heart patient while I handle this phone call?" This type of request would lead to follow-up questions by the receiver, which would take more time to explain rather than being helpful. Consider instead saying, "Could you please assist Mrs. Fredericks with her medication, which is written here, while I handle the call on line one?" 7. Check Understanding. Check in with the person to whom you are speaking with to make sure the message was properly understood. People may be listening, but you can't always tell if they understand your main point. You can fix that by asking confirming questions, such as, "Did that make sense?" "Do you think that could work?" or "Would you be able to do that?" If there are several directions, such as providing the steps for the proper dosing for a child or a list of medications to retrieve from the storeroom, you may ask someone, "Can you please repeat those steps back, so we make sure not to miss any?".

[Audio] A large portion of a technician's workflow involves answering phone calls. When making a phone call, you may have encountered unprofessional phone etiquette, such as: The person answering the phone is difficult to understand. The voicemail message consists of only a few words, such as "leave a message." Loud background noises prevent you from hearing the other person. Or the person you've called sounds annoyed when answering. These examples leave you with a negative impression of the person or business that you've called. As more business is conducted online, many people are losing basic telephone etiquette skills. To build professional phone skills, first consider your current phone skills. Professional phone skills can be organized into four components: 1. answering properly 2. listening intently 3. remaining calm 4. returning a call and leaving a message.

[Audio] Answer the Phone Properly. Technicians become the face of our business every time we answer the phone. How that experience is handled is a direct reflection of the business's attitude toward customer service and a reflection of your professionalism. Whether that telephone conversation is with a customer or one of your peers, ensure that every phone interaction is positive. Using the phone takes away your ability to communicate using nonverbal cues (such as facial expressions), so you must adopt certain techniques that convey your interest in their calls and desire to assist them. Answering the phone right away with an appropriate greeting conveys interest. Effective Answering Techniques. When the phone rings, stop what you are doing and prepare yourself for the call. Take a moment to slow down your rate of speech and speak clearly. Your tone of voice must demonstrate to callers that you are upbeat and eager to take their information or help with questions. If callers hear more than a few rings, they may assume that you are either not available or are busy. Common etiquette is to answer a phone by the third ring, even if it is to ask the caller to be placed on hold. Appropriate Greetings. Always answer the phone by stating the name of the pharmacy and your name. For example, you might say, "Thank you for calling Johnson Pharmacy. This is Mary. How can I help you?" Or, if answering your personal phone, you might say, "Good morning, this is Isla Perez speaking; how can I help you?" A great deal of research has been done about people being able to sense a smile through tone of voice on the phone. Equally, people can sense a frown. Smiling projects friendliness and warmth and makes speaking at a normal rate of speed easier. Try to determine the caller's name early and attempt to use it again during the call. Doing so indicates that you are paying attention to the details of the call. Leave Effective Phone Messages. Knowing how to leave a professional voicemail will reflect positively on you and your pharmacy. Planning ahead, speaking slowly, and ending the message professionally will help you to leave effective phone messages. Message Content. Before you pick up the phone to call someone, pause for a moment and summarize in your mind the purpose of the call in one or two sentences. Be prepared to leave a concise message. Begin every call by introducing yourself. You might say, "Hello. This is Ken Wantanabe [PE: pronounced Wan-ta-nah-bey] returning your call regarding setting up an interview for the pharmacy technician position." Speak slowly when leaving a message. It can be very frustrating when retrieving messages if one must replay it repeatedly to hear the necessary information. Professional Goodbye. End by giving your contact information, and always say "thank you." It is a good idea to repeat your telephone number and slowly spell any words that may be uncommonly spelled..

[Audio] Respond to the following questions as honestly as possible. When I talk on the phone, do I… sound friendly? convey interest? speak clearly—there's no mumbling or confusing directions? sound professional? ask for permission when I need to put someone on hold? give undivided attention? interrupt the person speaking? have side conversations? say "please" and "thank you"? express understanding and empathy? resolve issues? minimize background noise? listen to a caller's frustration and anger? sound knowledgeable about pharmacy?.

[Audio] Communication is a two-way street. It is not just about how well you convey your message, but also how well you receive the message of whomever you are communicating with. You must listen well in addition to speaking well. According to Businessdictionary.com, active listening is "the act of mindfully hearing and attempting to comprehend the meaning of words spoken by another in a conversation or speech." Active listening helps to minimize misunderstandings and miscommunication. Although misunderstandings are a part of life, your ability to recognize and correct these misunderstandings elevates you from a good communicator to a superior communicator. People often listen passively, letting their minds wander even as they are watching the speaker. They are only partially present and not fully engaged in what the person is saying. To be an active listener, you must apply some skills that let the speaker know that you are engaged, receptive, and interested in the conversation. These skills are particularly important in serving a patient, taking a phone call, conducting a job interview, or having a difficult conversation. The practices for active listening include: • putting away or turning off electronics • paying and showing attention • having attentive, open posture and body language • asking for clarification as needed • reiterating what the speaker says • showing empathy • providing a thoughtful response.

[Audio] Put Away Electronics. The most inconsiderate action most people do these days is using electronics during conversations. Glancing at your phone, reading emails, checking text messages, and working on a computer while conversing are signs to others that you don't have time for them and find little value in what they are saying. If you must use an electronic device during a phone call, let the speaker know in advance that you'll be taking notes or checking medication information on the computer. This way, the person will not misinterpret sounds. Pay Attention. Give speakers your undivided attention by looking them directly in the eye. Focus on what the person is saying without thinking how you might respond. Let the person know you are paying attention by interjecting comments, such as "I understand," "That's interesting," and "I see." You can also use simple noises, such as "uh-huh" or "hmm." If appropriate, taking notes is a nonverbal way of acknowledging the speaker. Notes are also important if you are being given directions with more than a few steps, especially if they involve medication accuracy and patient safety. Do not rely on your memory. Have Open Posture and Body Language. Maintain a relaxed and open posture when listening to someone speak. Don't cross your arms. If possible, squarely face the speaker. Avoid slouching because this pose may indicate to the speaker that you're bored. Having an open and relaxed posture will not only help the speaker remain calm but will also show that you are open to the speaker's message. Ask for Clarification as Needed. Open-ended questions cannot be answered with a simple "yes" or "no" response. Questions beginning with "what," "why," or "how" are open-ended questions. They require speakers to provide more detail and elaborate on their message. Asking open-ended questions demonstrates to speakers that you are genuine in your desire to fully understand the message they are trying to convey..

[Audio] Reiterate What the Speaker Says. Paraphrasing or restating what the speaker has said in your own words lets them know that you are listening. It also gives that person the opportunity to clarify the message. To be clear, reiterating is not repeating word for word what the speaker said. Provide a summary of what you think are the key points to be sure you heard what the person meant. Show Empathy. Empathy is understanding and sharing another person's experiences and emotions or having the ability to imagine someone else's feelings. This ability to make others feel understood allows powerful communicators to redirect others toward finding solutions rather than blaming. You can express this by simply listening. You may also say you understand why they think or feel that way. Provide a Thoughtful Response. Only after you're certain you understand the real problem and what is needed should you offer a response. In many situations, people are looking for some specific action, change, or solution to a problem, particularly at work. Patients want solutions to their medication therapy questions. In this case, you can refer them to the pharmacist. They may want insurance issues resolved, which you can help them with. To effectively transition, one method is to state, "That is a question that the pharmacist can answer best; let me get her for you." Build Rapport. Responding with a story of a time something similar happened helps to build rapport. Rapport is when individuals or groups understand one another and communicate well. Find Common Ground. If you and the speaker have differences in approach, opinion, or belief, your response can be to sum up the areas of agreement and those in which you have a different perspective. You can outline why you see things differently and decide next actions based on what the situation requires..

[Audio] Think It Through: Considering Other's Listening Skills. Think of one person who has had an influence in your life. Identify which active listening skills they demonstrated or possessed..

[Audio] The Module 5, Section 5.3: Nonverbal Communication Skills presentation for the Career Readiness & Externships: Soft Skills for Pharmacy Technicians program covers the basic concepts of nonverbal communication skills, such as paying attention to facial expressions and gestures, and considering distance and positioning. Many elements comprise nonverbal communication. In every direct interaction, what you are saying verbally is one part being conveyed, while nonverbal actions convey their own message. Nonverbal communication can have a great influence on the outcome of any discussion. Even though we are not always consciously aware of nonverbal acts, they influence any communication you engage in. It is often said that while people may not verbally always tell the truth, body language rarely lies because it is not consciously used. This is why poker players have "tells," or physical indicators of what kind of hand they may have been dealt. As a technician, if you develop and pay attention to the nonverbal signals of yourself and others, it can be a very useful tool..

[Audio] People's faces many times convey the emotions they are feeling, even if their words do not. Pay attention to unconscious reactions, such as eye rolling, expressions of noninterest (or interest), and eye contact. This will allow you to adjust your communication accordingly. Also develop an awareness of your own reactions during conversation. Using your hands and arms to gesture while talking is common. Some use it to a greater or lesser degree. It can convey excitement or passion for a subject. Professional communicators observe the level of gestures used by the person they are speaking to and adjust their own motions to match. This forms a level of unconscious similarity and can enhance the dialogue. Another example of a gesture is folded arms. This is commonly associated with closing yourself off or creating a barrier between yourself and another speaker. Nonverbal communication is contextual, so be aware that folding arms could also mean the person is physically cold and trying to stay warm..

[Audio] Everyone has a personal bubble, a physical space that is defined as being too close. Being inside someone's bubble can cause discomfort and severely affect communications. Everyone's personal bubble is different. A great communicator is aware of this and closely observes where that boundary is. If you accidentally get into someone's personal space, the person will move to create a safe distance if possible. Be aware of this and mark the boundary. If you are already in a very small area (which is common in pharmacies), do your best to use the distance that is available to reduce tension. The position of one's body is also a large element of nonverbal signals. A slouched posture can indicate disinterest, tiredness, or laziness. A straight posture conversely can convey alertness, interest, and high energy. If you are speaking with people who do not turn their feet or body to face you, it can be an indication that they do not want to engage in conversation. Take note of that and do not take up more time than is necessary to deliver your message..

[Audio] Expand Your Knowledge: History of Nonverbal Communication. Nonverbal communication has been studied since Charles Darwin's publication The Expression of the Emotions in Man and Animals. We convey so much through our facial expressions and gestures. Some other lesser-known forms of nonverbal communication include eye gaze (how often you maintain eye contact, the dilation of your pupils, and how frequently you blink), haptics (using touch to convey care, concern, or even power), and appearance. Consider how different forms of nonverbal communication influence your communication in this article by Kendra Cherry, "Type of Nonverbal Communication." https://SSPharm.ParadigmEducation.com/NonverbalCommunication.

[Audio] The Module 5, Section 5.4: Written Communication Skills presentation for the Career Readiness & Externships: Soft Skills for Pharmacy Technicians program covers the basic concepts of written communication skills, such as using email professionally and documenting professionally. Besides in-person communication skills, you need to practice professional written communications. These can include emails and other professional documentation, such as faxes and refill authorizations. The power of the written word cannot be underestimated. It is more permanent than verbal communications, and care must be taken when using this medium in a professional setting..

[Audio] Your email behavior at work has the potential to sabotage your reputation both personally and professionally. Poorly written emails can offend or confuse customers or colleagues. Employees can be terminated for using email inappropriately. Consider everything you write in email to be potentially public, easily forwarded to others at work, or posted on social media without your knowledge or consent. Avoid Common Email Pitfalls. There are many ways to fail at writing professional emails. By being aware of the potential pitfalls, your emails can reflect the level of professionalism that is desired by employers. Use the following strategies to prevent common mistakes when composing emails. Proofreading. Always edit your emails to ensure that you sound professional. Use grammar and spell check and then read everything again because autocorrect can introduce errors, and words with multiple meanings can be missed. Grammar and spell check do not catch everything. Message Content. Begin with the correct professional title and greeting to the receiver. Add a pleasantry—a warm greeting, thank you for an earlier action or email, or a compliment. This simple statement will go a long way in opening the door for the recipient's willingness to listen to the message you are about to deliver. Keep messages brief and to the point. Emails should cover only one topic or request whenever possible. Abbreviations and Emoticons. Avoid using text abbreviations of any kind in a professional email. Most business email shouldn't include emoticons. This can be a difficult habit to break, as it is so common in text messaging communications today, but emoticons are often perceived as unprofessional. Professional Signature. Include a signature that has your contact information to ensure that people know who you are as well as the best ways to communicate with you. This signature should include your name, title, website (if applicable), and relevant phone numbers..

[Audio] There are some rules of engagement when it comes to responding to emails in a professional manner. Responding in a timely manner, avoiding forwarding and group email, using carbon copy effectively, and practicing caution around chain letters and other junk mail all contribute to professional email management. Replies. Acknowledge that you received a message even if you don't have the full answer or haven't completed the requested action. Let the sender know that you saw the message and provide an estimate for when you expect to reply with the information requested. Email Forwards. It is considered rude to forward an email to another party without seeking and obtaining permission from the original sender. If you cannot get permission, then you should summarize the information in your own words. Group Email. Send group email only when it's useful to every recipient. Use the "Reply all" button only if you have something important to add. Group email recipients can get quite annoyed to open an email that says only "Thank you!" or "Great!" If you need to send a response, reply only to the original sender. Bcc and Cc Options. Bcc (blind carbon copy) and cc (carbon copy) are options you can select when sending emails to more than one recipient. Cc sends a copy of the correspondence to a third party (and both the sender and recipient see the extra recipients). Use cc only when a third party is directly involved or has requested inclusion. Bcc sends a copy of the correspondence to the third party without the knowledge of the main recipient. The bcc option can appear secretive and should be avoided in most cases. However, if you must mail to a large distribution list, then it is appropriate to use. It protects the privacy of the recipients and prevents all the recipients from having to see a large list of email addresses. Chain Letters or Spam. Work email should be limited to work-related subjects. If you receive non-work-related emails from a colleague, ask that person to send such emails to your personal email account..

[Audio] Proper documentation is crucial in pharmacy practice. Documentation is material that provides official information or evidence or that serves as a record. It is necessary to be able to provide a paper trail of actions regarding the care of a patient. Some of the most important reasons for documentation are improving patient care and outcomes, protecting against legal liability, following laws and regulations, and aiding in data analysis. Examples can be taking note of a refill authorization over the phone, completing a compounding log, or even recording a technician's initials on a label to identify who filled it. Your training once hired will introduce you to the specific policies and procedures required in a given setting. There are some key general principles to remember, however, when documenting things in the pharmacy, such as logging pertinent information and correcting errors properly. Communicate Pertinent Information. One saying in health care is, "If you didn't document it, it didn't happen." Identify the pertinent information that must be recorded for a given procedure. For example, for a telephone refill authorization, a technician must record the full name and position title of the person authorizing the refill. If it is for a controlled substance, some states require the ICD-10 diagnosis code of the condition be listed, and a technician may have to ask for that during the communication. Another example is the information needed when batching a compounded preparation. There is typically a log sheet that requires several pieces of data to be documented accurately, such as lot number and expiration date. Always find out what needs to be documented for a given interaction or procedure and do so in a legible manner. It is not proper documentation if it cannot be read later. Handle Errors in Documentation Properly. There is always a chance that you might make an error during documentation. This could be the wrong number written on a narcotic log sheet or a misspelling of a name on a refill authorization form. The proper method to correct an error is to mark a single line through it with the correction written after it. The purpose is to see what the error was and understand it—not hide it. You should never scribble something out or use correction fluid when making a correction..

[Audio] The Module 5, Section 5.5: Special Patient Population Communications presentation for the Career Readiness & Externships: Soft Skills for Pharmacy Technicians program covers the basic concepts of accommodating for physical and mental impairments, as well as accommodating for economic hardship. As a pharmacy technician, you will encounter a wide variety of customers, patients, and coworkers. Many will have challenges that affect how you communicate with them, in both verbal and written forms. Cultural issues surrounding communication will be discussed in Module 6. However, communication considerations for patients with physical or mental impairments, or patients experiencing economic hardship are covered in the following slides..

[Audio] When patients have physical or mental impairments, they require special accommodations by pharmacy personnel. These communications require empathy and compassion, as well as patience, to be handled correctly. You will encounter many different types of impairments; being aware of them beforehand is the first step to being able to handle them effectively. Communicate Effectively with Patients with Visual and Hearing Impairments. A pair of customer reading glasses or large-print or Braille materials are helpful to have on hand at the pharmacy register. You may assist customers by filling a plastic drug organizer with the week's or months' worth of medication for them. Customers who are hard of hearing may benefit from a slow, deliberate, short discourse (for lip reading) or—if they are deaf—from sign language or written instructions. Communicate Effectively with Patients with Mental and Physical Challenges. If you are interacting with a patient who struggles with comprehension or cannot move easily to where you are, be particularly understanding and accommodating. Provide directions about medication use or payment in simple, clear, direct terms without slang or jargon. Check often for understanding. For patients with physical impairments, pharmacy personnel should make every effort to accommodate their needs. These accommodations may include recommending drive-through service, using nonchildproof container lids, helping obtain items from shelves, or ensuring their comfort while waiting for their medications to be prepared..

[Audio] Hard economic times and rising healthcare costs have made it increasingly difficult for patients to afford medications and other forms of medical treatment. Pharmacy staff members should be empathic to these patients' needs and offer alternatives for payment assistance. Often prescription discount cards and plans may be available..

[Audio] Think It Through: How Do You React to Communication Barriers? Brainstorm an instance of when a communication barrier caused a problem in your own life. Write a summary of what happened. Then identify steps you could take to avoid making (or encountering) this communication error in the future..

[Audio] The Module 5, Section 5.6: Coworker Communication Considerations presentation for the Career Readiness & Externships: Soft Skills for Pharmacy Technicians program covers the basic concepts of communicating with coworkers, such as preventing conversations from escalating and addressing medication safety concerns and errors. Despite all the effort of practicing active listening, speaking clearly, using open nonverbal communication, and writing professional correspondence, conflicts can still arise. Knowing how to approach these scenarios, both as a speaker and listener, requires certain skills. These skills can decrease tension and increase the possibility of positive outcomes. These are not only helpful in workplace situations but also in personal interactions..

[Audio] Many communication interactions have the potential to escalate because of the content being discussed, the attitudes of the parties involved, and the stress of the situation. Several general tips and tricks can help prevent or deescalate a conversation between coworkers. Save Face. People can get defensive when they feel they are being personally blamed or attacked in a conversation. To help avoid defensiveness, use "I" or "we" in statements rather than "you." Using "you" statements places blame on others and implies that they are at fault or don't understand. For example, say you work with a person who likes to get straight to the point and you prefer detailed explanations. Instead of saying, "You talk really fast; could you slow down?" you could say, "I'm concerned that I may make a mistake if I don't get all the details correct. Could you please explain it a little slower, so I can better understand what you need me to do?" This type of interaction shifts the accountability to you rather than the other person. Avoid Trigger Words. Nothing will escalate a miscommunication faster than the use of words like "always" and "never." For example, when you say, "You never restock the pill vials," the receiver immediately becomes defensive, which isn't the point of the statement. Maybe the person just hasn't restocked lately. A more effective way to express the same message would be to say, "I know you were busy last week, but the pill vials are running empty. Maybe we can find a way to shift some responsibilities to help with that." The person may still disagree but is more likely to focus on finding a solution. Redirect Focus. It is important to address actual problems, not someone's ideas or the person themselves. For example, someone suggests an idea that you feel has many negative consequences that aren't being considered. You may say, "I can see what you are suggesting, but let me just play the devil's advocate for the moment. If we do this, then 'such-and-such' may happen." You are not trying to criticize the other person's idea but are providing additional information that needs to be considered from another point of view. When an interaction falls into a personal attack against you, bring the conversation back to addressing the problem..

[Audio] Summarize Common Ground. You can settle things down by summing up the common ground in what has been shared. People listen better when they see that someone has understood and agreed with aspects of what they have tried to convey. If you can say, "I agree with you in this," or, "That makes sense," then you can follow with the areas in which you have different perspectives. Be Humble. Nothing can oppress real listening or understanding more than acting as if you know everything. This often stems from an insecurity in position or status. There are always other perspectives that have relevance. Even if you do know a large amount about a subject, you do not have to prove it by stating it. Seek Win-Win Solutions. Make it clear to the listener that you want the best solution for everyone. Look for ways that everyone comes away with some benefit. "OK, let's see how we can find something that works for all of us." Take Criticism Constructively. If you receive constructive criticism, take it well. A professional considers criticism as counsel that can help you do better. In your job reviews, you will be given a list of expectations and suggestions. If you take these in the right spirit of humility and wanting to improve, these reviews can often help you grow and succeed in your career goals..

[Audio] One of the core tenets of pharmacy practice is medication safety. While many systems and protocols are in place to prevent them, errors still occur. Sometimes those same systems may have flaws that need to be corrected. Many errors that occur are human. Accountability is defined as an obligation or willingness to accept responsibility or to account for one's actions. As a pharmacy technician, this holds true not only to yourself but also to your coworkers, supervisors, and the pharmacy. By holding everyone and everything accountable, medication safety is increased. When errors occur, it is best to communicate and demonstrate accountability. Consider Institutional Accountability. Sometimes a policy or procedure in a pharmacy is not working or is not working as well as it could. There may be elements that allow for errors to occur. Often it is a pharmacy technician who raises the flag on these issues. Pharmacy technicians should be encouraged to question whether a process or procedure could be modified or improved or to offer suggestions on how to do so. The best practice for how to communicate these observations is to do so in a respectful manner. First state the problem you have observed and why you think it might lead to an error. Most likely, you will want to alert a more senior technician or a pharmacist. Allow that person to explain the process. Perhaps there is a valid reason it is done the way it is. If not, then either offer a suggestion on how to modify the process or ask if there is a way to do so. Take Personal Accountability If you discover a mistake you made, immediately take steps to correct it, and notify the appropriate coworker, whether it is the lead technician or the pharmacist. This allows others to learn from your mistake and not make it again. Often, we are afraid, especially when starting a new position, to admit mistakes. We worry mistakes make us look bad to our employers. However, the opposite is true. If a mistake or error is discovered by someone else and brought to your attention, accept it graciously. An appropriate response could be, "I am very sorry for making this mistake, and I will work to prevent it from happening again. Thank you for letting me know." Depending on the nature of the mistake, it might be useful to take a written note for future reference..

[Audio] Workplace Wisdom: Words to Live By. In any workplace, there are mistakes, and then there are MISTAKES. These larger mistakes in pharmacy are typically very expensive or potentially very harmful to a patient. These can include damaging or ruining an expensive medication or making a severe medication fill error. I had one of these MISTAKES in the retail setting—I filled a medication order incorrectly, which was very costly. My managing pharmacist was understandably upset. I said in a humble tone, "I am very sorry for the error. I realize that I will make mistakes, but I promise you that I will make each mistake only once." It was an admission of my fallibility but also a commitment to performing better moving forward. Work hard to ensure that every mistake is one you learn from. Mark Brunton, MSHE, CPhT.

[Audio] Handle Coworker Accountability. It is almost certain that during your career as a technician, you will catch an error made by a coworker or notice them doing something incorrectly. This can be a delicate situation. It can be hard to be told by a coworker that you made a mistake, especially if that coworker is newer or younger. There are ways to handle an error observation with tact and achieve a positive outcome. Remember the previously mentioned tactics for coworker communications, such as saving face and avoiding trigger words. Do not tell your coworkers, "You made a mistake"; rather, question the procedure or nature of the error, allowing them to discover the mistake and correct it. You might say, "Is that ER or SR for that medication?" or, "How far do we have to be inside the hood to make IVs?" By asking as if for your own knowledge, it saves face yet communicates the error to the coworker. If there is ever a situation in which a coworker is blatantly disregarding your communication, unwilling to take accountability, and putting patient safety at risk, notifying a supervisor is the next course of action. Examine Supervisor Accountability. Every pharmacist is considered a technician supervisor. Pharmacists have an advanced degree, are the ones who counsel patients, and are ultimately responsible for every medication that leaves the pharmacy. But pharmacists also make mistakes, and it may be a technician who discovers them. The best pharmacists are those who recognize and rely on technicians as a second set of eyes to catch errors and bring concerns to their attention. But some may get defensive or dismissive of being questioned by their technicians. The same protocols for coworker accountability apply in these interactions. But what if a pharmacist does not acknowledge the error? It is entirely possible to just let the pharmacist continue, feeling as if you've done your due diligence. But what if there is a potential for a serious medication error to occur? It can be a difficult situation, but using the skills you have learned will help you to communicate that everyone makes mistakes, and patient safety is everyone's goal..

[Audio] Workplace Wisdom: Communicating Errors with the Pharmacist. A technician at a long-term care pharmacy noticed a potential error in a medication fill. When she brought it to the pharmacist's attention, the pharmacist said, "No, it's fine; I checked it." The technician was very sure there was an error and went back a little while later. The technician said, "I really think there is a mistake with Vance Donaldson's medication that we need to fix." The pharmacist reiterated that it was fine and became irritated with the technician for asking again. The technician asked the other pharmacist on duty, "Could you just double-check me on this prescription? I want to make sure it's safe." The other pharmacist saw the error and corrected it. Later that day, the original pharmacist apologized to the technician..

[Audio] The Module 5, Section 5.7: Patient Communication Considerations presentation for the Career Readiness & Externships: Soft Skills for Pharmacy Technicians program covers the basic concepts of communicating with patients, such as how to communicate problems and solutions and how to handle angry customers. You will often be the bearer of bad news to patients, informing them of such things as an insurance claim denial, an expensive copayment, or an out-of-stock medication. You must also consider patient privacy in every communication you have with patients. Communicating effectively and safely with patients is one of the toughest challenges you will face as a pharmacy technician but mastering these skills will help you throughout your career..

[Audio] One of the first steps in resolving patient challenges is to explain why something will not work. Then communicate other options. For example, take the extra time to explain why a prescription cannot be filled or why it can be only partially filled or why it costs so much. Patients can tolerate inconvenient or disheartening news when the reasons are explained, then you can lay out solutions. If a patient needs an out-of-stock medication, check with your supervising pharmacist and then offer to call neighboring pharmacies to find the medication. If another pharmacy has the medication in stock, arrange for the customer to pick up the prescription at that location. If there is an insurance problem, offer to call the patient's insurance company to find a resolution or call the company later and advise the patient of the outcome. A discount coupon can be offered for many expensive medications..

[Audio] Be prepared—you will encounter angry customers in your career. Angry customers are a part of customer service. In pharmacy, however, they may be angry for reasons unrelated to you or the pharmacy visit. A patient may have just received a bad prognosis on an existing disease. Perhaps the patient has spent the last 16 hours in the emergency room. Perhaps a couple has recently lost their jobs and health insurance. Or maybe the person is just having a bad day—we have all been there..

[Audio] It can be difficult to respond to an angry patient without becoming defensive or escalating the situation, especially without a method to help defuse while remaining calm. Use the acronym L-E-A-D as a reminder of how to respond to complaints: listen, explain why it happened, acknowledge the issues involved, and then discuss to decide what to do. Studies have demonstrated a 20% increase in employee productivity when using similar protocol to handle an angry or unsatisfied customer..

[Audio] The Health Insurance Portability and Accountability Act (HIPAA) regulates access to insurance as well as the privacy of patient information. HIPAA is the reason such strict policies and procedures for confidentiality exist in the pharmacy profession. Violating these regulations can result in hefty fines and, depending on the severity, incarceration. The national pharmacy chain CVS paid a $2.25 million settlement to the Department of Health and Human Services and submitted a detailed corrective action process due to a HIPAA violation. It was discovered that labels from prescription vials, as well as old prescriptions, were being disposed of in unsecured dumpsters that were accessible to the public. The confidentiality of patient information can be compromised both verbally and in writing. Assume that all conversations are to be kept confidential regarding patient protected health information (PHI). Even topics that seem insignificant to you may be considered highly personal or private to another person. You must protect PHI constantly and protect the pharmacy's reputation and customer service standards in every interaction. Digital transmission and fax security are two areas of communication that must be controlled to be HIPAA compliant..

[Audio] Consider Digital Transmission Issues. You will be required to electronically transmit patient PHI to many different parties, including healthcare practitioners, pharmacy personnel, and third-party insurance companies. All such transmissions are protected by state and federal laws. They must be transmitted through software encryption and security systems that fit HIPAA guidelines. Examine Fax Security Issues. Sending medical or prescription information via fax is a common pharmacy practice, especially for refill authorizations from a physician's office. You must carefully monitor faxes to ensure that the original faxing documents and transmissions are not accessible to people outside of the chain of care of the patient, such as other patients or nonpharmacy employees. Faxed information is intended only for personnel of the pharmacy or medical office to which it was sent. If an inadvertent fax was transmitted to the wrong number, the sender must be notified, and the protected information returned or destroyed immediately..

[Audio] The Module 5, Section 5.8: Module Summary presentation of the Career Readiness & Externships: Soft Skills for Pharmacy Technicians program provides a brief summary of this module..

[Audio] Professional communications are at the heart of what makes a pharmacy run smoothly. When you can do it effectively, you are a valuable resource to the team. Communications can be difficult, and communicating effectively requires empathy for others. Mastering communication enables you to resolve conflict. Thus, you can build trust and respect not only for yourself but also for your employer..