PHT 181 - Interprofessional Relations in Pharmacy

1. Identify and evaluate personal strengths and weaknesses in the following areas: personal development; assertiveness; conflict resolution; learning styles; and listening skills.
2. Explain and demonstrate positive elements of verbal and non-verbal communication in the following areas: patient interview and assessment; telephone etiquette; empathetic responsiveness; and patient ethnicity.
3. Define five stages of death and dying and describe how to communicate emphathetically with patient.
4. Differentiate between active and passive listening and describe when each skill is most effective.
5. Classify “Patient Personality Types” and relate the standard method of interacting with each type.
6. Identify barriers to communication and illustrate how to overcome them.
7. Explain the concept of “team building” and how it can create harmony in the workplace.
8. Perform mock patient consultation and incorporate skills acquired in this class (this is the program’s “capstone” exercise).

1. Overview of Human Relations
   1. Personality inventory
   2. Personal development
      1. Communication skills
      2. Observation skills
      3. Problem solving
      4. Moral building
      5. Emotions
      6. Social relationships
      7. General
2. Elements of Communication
   1. Interpersonal
   2. Non-verbal
      1. Body movements
      2. Emblems
      3. Illustrators
      4. Affect display
      5. Regulators
      6. Adaptors
   3. Barriers and patient personality types
   4. Listening
      1. Passive vs. active
      2. Empathy
      3. Assessment
   5. Myers-Briggs Type Indicator
   6. Interviewing and assessment
      1. Telephone etiquette
      2. Building “helping model”
   7. Building better patient understanding in special situations
      1. Empathy
      2. Death and dying
      3. Ethnicity
      4. Conflict resolution
3. Ethical Patient Care