Page 119 - 633 102 Professional English for Pharmacists E-Course book

**The pharmacist allows the patient to set his own goal. The patient is more likely to
be compliant with a goal he has set for himself rather than one the pharmacist has set.

Mr. Anderson: Yeah, I could do that (smiling again). Oh, I have to run (looking at his
watch). Could you fill the insulin, and I could pick it up this afternoon?

Pharmacist: Sure. I could show you how to use the insulin at that time, too.

7 effective communication skills

1. Introduction: introduced who you are.
2. Explain purpose: why you need to see them?
3. Speak clearly: speak clearly about what you would like to say?
4. Use appropriate words: Use the words that they can understand.
5. Check for understanding: Can you see whether they can understand you or not. Checking
to understand is very important. It is one of the most challenging tasks through zoom
especially.
6. Give the other person the ability to talk: give them the microphone. Give them the time
to talk and explain.
7. Treat with respect and courtesy: even though you do not feel good or upset about it.
Respect them having the right to say yes or no or want to talk about it or not.

Type of questions

1. Open-ended vs closed questions:
• Open-ended question. Open-ended is not yes or no question.
o Keep the patient talking.
o Recall comprehensive information

Example: How do you feel today? What are your symptoms ? So, the patient can explain
what they want.

• Closed question
o Specific information. Rule out for specific information.
o Keep patients focused on what really matters to them.
o Start with open-ended and get more information with closed (follow up)

Question: Why do we need to start with open-ended rather than yes or no?

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