Communication Skills
                    in Pharmacy Practice
                             A Practical Guide for
                        Students and Practitioners
                                     FIFTH EDITION
                        ©. Wolters Kluwer Lippincott Williams & Wilkins
                            Philadelphia • Baltimore • New York • London
                            Suenos Aires • Hong Kong • Sydney • Tokyo
              Contents
                           Preface
              Chapter 1 Patient-Centered Communication in Pharmacy Practice
                           Overview                                                          1
                           Introduction                                                      1
                           Pharmacists' Responsibility in Patient Care                      2
                           Importance of Communication in Meeting
                              Your Patient Care Responsibilities                            3
                           What is Patient-Centered Care?                                   4
                           Understanding Medication Use from the Patient
                              Perspective                                                   4
                           Encouraging a More Active Patient Role
                              in Therapeutic Monitoring                                     5
                           A Patient-Centered View of the Medication
                              Use Process                                                   6
                           Summary                                                          9
                                 Review Questions                                           9
                                 References                                                 9
             Chapter 2 Principles and Elements of Interpersonal Communication              12
                           Overview                                                        12
                           Setting the Stage                                               12
                          Components of the Interpersonal Communication
                              Model                                                        13
                          Personal Responsibilities in the Communication Model             16
                           In Search of the Meaning of the Message                         17
                          Importance of Perception in Communication                        22
                          Summary                                                          25
                                 Review Questions                                          26
                                 Review Cases                                              26
                                 References                                                27
                                 Suggested Readings                                        27
                                                                                          xvii
        xviii CONTENTS
        Chapter 3 Nonverbal Communication 28_
                    Overview 28
                    Nonverbal versus Verbal Communication 28
                    Elements of Nonverbal Communication 29
                    Distracting Nonverbal Communication 32
                    Detecting Nonverbal Cues in Others 34
                    Dealing with Sensitive Issues 34
                    Overcoming Distracting Nonverbal Factors 35
                    Summary 36
                         Review Questions 37
                         References 37
        Chapter 4 Barriers to Communication 38^
                    Overview 3°
                    Introduction 3°
                    Environmental Barriers 39
                    Personal Barriers 43
                                         4
                    Administrative Barriers                                   '
                    Time Barriers 48
                    Summary 49
                                           49
                          Review Questions
                          References 49
         Chapter 5 Listening and Empathic Responding 50
                    Overview 50
                     Listening Well 50
                     Empathic Responding 52
                     Attitudes Underlying Empathy 60
                     Nonverbal Aspects of Empathy 62
                     Problems in Establishing Helping Relationships 63
                     Summary 65
                          Review Questions 65
                          References 65
                           Suggested Readings 66
          Chapter 6 Assertiveness 67
                     Overview 67
                     Beginning Exercise 67
                     Defining Assertiveness 68
                                                                    CONTENTS xix
                         Theoretical Foundations 70
                         Assertiveness Techniques 71
                         Assertiveness and Patients 74
                         Assertiveness and Other Health Care Professionals 75
                         Assertiveness and Employees 77
                         Assertiveness and Employers 79
                         Assertiveness and Colleagues 82
                         Summary 83
                               Review Questions 84
                               Review Cases 84
                               References 84
             Chapter 7 Interviewing and Assessment 86
                         Overview                                                  86
                         Introduction                                              86
                         Components of an Effective Interview                      87
                         Interviewing as a Process                                 92
                         Interviewing in Pharmacy Practice                         96
                         Interviewing and Patient-Reported Outcomes               100
                         Documenting Interview Information                        102
                         Interviewing Using the Telephone                         103
                         Summary                                                  104
                               Review Questions                                   105
                               References                                         105
                               Suggested Readings                                 105
             Chapter 8 Helping Patients Manage Therapeutic Regimens               106
                         Overview 106
                         Introduction 106
                         False Assumptions About Patient Understanding
                            and Medication Adherence 108
                         Techniques to Improve Patient Understanding 110
                         Techniques to Establish New Behaviors 111
                         Techniques to Facilitate Behavior Change 113
                         Theoretical Foundations Supporting Behavior
                            Change 114
                         Applying Motivational Interviewing Principles
                            and Strategies 119
                         Summary 124
                              Review Questions 130
                              References 131