Communication in the pharmacy is important because it is a message that can be received verbal, nonverbal and there are barriers to overcome. In communication it can be a two way process because the sender creates a message and the receiver gives feedback. Sending a message can be given verbal or nonverbal. There may be conflict or ways you cannot send the message so learning how to communicate well will help improve barriers. Every day we communicate with other people, either a compliment or talking about how are day is we should know how to use our communications skills.
The sender creates a message and sends it to the receiver who gives feedback or a reaction to the message. A sender is the person who has a question or gives information. The message is the information being sent to the receiver who gets the message. Within the sender and receiver there is a channel in which this means the way the information is being sent, verbal or nonverbal. Context is the situation or environment they are communicating in. In the pharmacy, communication should always be in a professional manner because they are at work.
There are two main ways to send a message and communicate effortlessly which can be sent verbal or nonverbal. Verbal communication is auditory and depending on how one speaks to the other the message will or will not be clear. To communicate correctly the sender’s tone of voice affects the receiver’s feedback. Inflection, pitch and volume can have a big difference in how people talk to each other. If the receiver cannot hear very well the volume of the sender’s voice will change as well as pitch and inflection.
If words are mispronounced the other person will get confused and the message will not clearly be understood. In the pharmacy every day we communicate with customers, the pharmacist and other pharmacy technicians. In order to communicate face-to-face we should respect each other and not interrupt the person speaking. Be approachable and have a smile even if you’re having a bad day also compliment people because the customer will feel more comfortable. Use a professional manner and speak clear also keep your tone of voice at a minimum.
While speaking keep eye contact and nod your head to know that you understand. Talking face-to-face is the most common type of way we communicate and people who are uneducated should learn how to talk appropriately instead of misunderstanding the message. The pharmacy technician makes phone calls to be able to get prior authorization to dispense or get assistance from an insurance company. You got to keep in mind to be professional and have a good tone of voice while on the phone. When answering the phone state your name also the business and make sure to ask how you can help.
To make a phone call be sure to use simple information and don’t exclude too much information that you yourself would not like to be exposed of because that is a violation of HIPAA. Do not make personal phone calls because the pharmacy telephone is being recorded unless if it is an emergency. Talking on the phone still needs to be professional and make sure your messages are clear. Before hanging up restate your name the pharmacy’s number and address. Communicating on the telephone is more complicated than face-to-face because there is a lack of information.
We are constantly writing and in pharmacy the pharmacy technician is responsible for taking messages making reports and notes. Receiving prescriptions and medication orders are the most common form of messages. Making sure your handwriting is legible and the grammar is correct is very important in not making an error. Every other week there is a test to help improve writing our medication as well as therapeutic class so we should be studying it because in the field those drugs will be prescribed often.
An essay is due every mod because it helps teach us what we are learning and we have that opportunity to learn from our peers. Having to write and type is a skill we have to be good at in order to be successful at our workplace. Nonverbal communication is the most underestimated communication and is either spoken or written. People send messages to express their thoughts but don’t know they are sending a message this type of way. “Research indicates that up to 80% of communication is nonverbal” (Johnston, 2014 p. 31). It is best to know about nonverbal communication so you can be capable and a precise communicator.
Our expressions show a reaction of what we are thinking. Nonverbal communications are related to kinesics, oculesics and proxemics. Kinesics is communication with body movement and facial expressions or body language. The face express emotions such as sadness or happiness to show how they feel. A person who has a good posture presents him/her self as professional, confident and has a lot of energy. The way someone puts their arms express whether they are open to others or not. Gestures communicate strong emotions and thoughts.
Body movement like fidgeting with your hands or rocking back and forth tells the speaker that you are agitated and don’t want to listen. I like to give facial expressions or nod my head to show that I understand. I also like to move around such as moving my feet back and forth or looking at my nails but that doesn’t mean I’m not interested in the conversation it’s just my way of keeping myself busy because sitting in a chair for a while can be boring and I like to be active. Most of the time I try to sit up straight because it helps me concentrate and if I’m tired I keep myself busy.
Eye contact is another important factor in nonverbal communication. Keeping eye contact with the other person shows that you are paying attention. In pharmacy it is very important to maintain eye contact so you understand the information given. If a person is looking away or daydreaming they are not paying attention therefore they are listening. Having eye contact is important but varies in some cultures because it can be looked at as disrespectful. I like to keep eye contact but at some point it seems weird or I make the other person feel uncomfortable.
Proxemics is the distance in which people interact. Everyone has their own distance they communicate with people. In the pharmacy a space of 4-12 feet is most appropriate. Personal space is the distance someone communicates and feels comfortable talking to other people. For me I like to stand close to the people I know and for people I don’t know I don’t like them getting all up in my space. Listening is a very important part in the pharmacy because if you are not listening you might misinterpret the instructions given or the prescription.
Having good listening skills will promote a good interactive communication” (Johnston, 2014, p. ) When listening remember to put all other tasks aside and focus on the patient. While listening you have to be patient and don’t rush the customer. It is best to keep eye contact and nod your head to show that you understand what they are talking about. Be open to the conversation and relax, don’t be agitated because the customer will not feel comfortable. Many issues affect actively listening such as distractions and multitasking or selective listening.
If you are faking interest in the conversation or jumping to conclusions it may seem disrespectful to the speaker. Other things that affect actively listening are judging the other person while they are talking and your perceptions of that person. There are four main steps to actively listening. First, listen carefully to the person talking so you understand. Second, interpret your understanding of what you heard. Third, ask questions about what you did not understand. Fourth, affirm the other person that their message was understood or use nonverbal expressions.
There are barriers in communication so your goal is to get the message through clear and have a thought out plan to help the patient. Language barriers are the most important because there are a lot of people who come to the United States who don’t speak English as their first language. In order to help a non-English speaking person try to get the information in their language. Another thing is to get a translator to explain things or learn how to speak the language. It is helpful for a pharmacy technician to speak another language because it gives them more opportunities.