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TEDA HEALTH SCIENCE COLLEGE

DEPARTMENT OF PHARMACY
LEVEL- IV
UC:- Utilizing Specialized Communication Skills.

By:Esubalew.D(B.Pharm)
6/30/2023 May/2023
 LO1. Meet common and specific communication
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needs of clients and Colleagues
Objectives
At the end of this session students will be able to:
 Identify and meeting specific communication
needs of clients and colleagues
 Use different approaches to meet
communication needs
 Address conflict promptly and in 6/30/2023
a timely way
 Identifying information and
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communication needs
 The first step in successful implementation of the
accessible information standards is based on a
consistent approach to the identification of
patients’, service users’, careers’ and partners’
information and communication needs, where
they relate to disability, impairment or sensory
loss
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 Cont…d
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 Communication needs must be identified a
registration/ upon first contact with the service or
as soon as is practicable thereafter.

 In addition, communication needs must be

identified proactively– the next time an existing
patient/service user

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 Cont..d
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 You must be able to adapt your communication
style to met the needs of client.
 Areas of specific need you should consider:

 Disabilities (intellectual, physical, hearing, vision,

learning, psychiatric)
 Individual attributes: gender, age, experience,

emotional well-being
 Language

 Culture

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 Cont..d
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 Irrespective of their particular need, all clients
must be treated with dignity and all
communication must demonstrate respect, be
open and non- judgmental.

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 Methods of identifying needs
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 Asking to self define their information and / or
communication support needs-Face to face
conversation
 Consultation with appropriate career or parents-
‘Deaf’
 Recording of needs

Online/ paper form or similar documents

Invitations (contact via email, text, …)
Other alternatives
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 Meeting communication and
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information needs
 The last step in successful implementation of the
accessible information standards is based on
taking steps to ensure that the individual
receives information in an accessible format
and in any communication support which they
need
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 Strategies for meeting specific needs
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of communication
 Service must provide one or more communication
or contact methods which are accessible to and
relevant
 More than one way to provide the info required
 You will need to adopt your communication
strategy to meet the particular needs of clients
and co-workers.
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 Strategies ……

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You may need to include use of different
approaches or techniques and aids such as:
 Facial expression, hand signs & other physical
gesture
 Objects, photographs, symbols, written words
 Language and cultural interpreters
 Videos or practical demonstrations
 Augmentative communication system
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 Strategies ……
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 Techniques and aids that you use must be
appropriate for the individual.

 For example
 Unnecessary use of hand movements can be
distressing for people with mental illness
 Pens and note books may create barriers when
you are communicating illiterates6/30/2023
 Cont…d
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 Information, including correspondence and
advice, must be provided in one or more
accessible formats appropriate for the individual
in line with records made

 Where needed appropriate, professional

communication support must be arranged

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 Addressing conflict promptly and in
13 a timely way
 Promoting a respectful and collaborative
workplace
Role and responsibility of clients
Leaders and supervisors

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 Role and responsibility of clients in
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communication system
 Recognizing their role in contributing and
collaborative work relation ship

 Raising concerns regarding inappropriate

behavior in the workplace

 Resolve concerns and conflicts constructively

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 Cont…d

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Collaborative problem solving (observational
feedback to other staff members having a concern)

 Maintaining confidentiality

 Not rising malicious concerns

 Not harassing, victimizing or take part in any

inappropriate behavior toward any staff member

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 Leaders and supervisors
16  Have a pivotal role in monitoring and managing
workplace concern or conflict
 Lead by example and promote respectful and
collaborative workplace
 Be familiar with actively promote procedures
 Monitor the workplace for early identification
and resolution of concerns and conflicts –
assessment 6/30/2023
 Leaders and supervisors
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 Monitor staff member wellbeing

 Adhere to the specified timeframe

 Make file notes of their involvement

 Treat all workplace concerns and conflicts

seriously, fairly, impartially and confidently

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 Lo2
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 Contribute to the development of

communication strategies

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 Objectives
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 At the end of this session, students will be able to:

 Contribute to the development of communication

strategies

 Identify and confirm the coaching process

 Define guidelines for written records

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 Communication and dissemination
strategies of information
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 Internal and external communication and

dissemination

 Dissemination activity will play a vital role within

organization as a means of communicating
purpose, activities and results at every stage
during the project timeline.
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 Cont..d
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 Dissemination and communication efforts will
branch in to two:
Raising awareness and promoting consensus
among stakeholders to ensure reaching goals
Popularization and visibility to the wider
public

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 Cont…d
22  Strategies will answer five main questions related
to:
 Scope and objective (why?)
 Key communication message (what?)
 Target groups and stakeholder integration (where?)
 Communication channels and methods(how?)
 Communication actors (who)
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 Cont…d
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 In communication strategies
 Collaborate with the stake holders
 Identification and networking activities
 Identify the main target group and define the
most appropriate methods to adjust and
communicate
 The strategy represents a concise plan to guide
the communication and disseminations
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 Cont…d
 Communication strategy implementation
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 Efforts to target the various audience and spread

out clear, understandable, coordinated and
effective message,
thus raising awareness and maximizing the
benefits

 The implementation plan describes the concrete

measure, timeframe and responsibilities
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 External communication and dissemination

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Communication as a process encompasses in itself
different layers of interactions, dissemination in
this sense can be treated as a special case of
communication, characterized by with a more
one-directional, one-to- many flow of information.

 Communication as a whole also include more two

directional practice, where feedback is easily
received and used 6/30/2023
 Establishing channels of communication
 Channels and flow of internal communication
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 The channels through which messages are

transported represent the structure of internal
communication.
 Formal channels- line and parallel communication
conducted in writing.
 Informal channels- interpersonal mgt
communication usually conducted face-to-face
 Line- related to upward or downward flow
 Parallel- related to lateral communication
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 Channels…..

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When developing mass communication strategies,
communicators should consider suitable channels. Eg
 Mass media channels(radio, community billboards,
posters in public transportation, have broad reach
and can increase awareness.
 Local radio can be good channel for disseminating
urgent public health info in specific location
 Global channels: social media platforms,
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websites
 Coach in effective communication
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 Coach is most important tool in communication
 It is not just about being able to demonstrate
skills and knowing your sport’s tactics
 It is about crating a relationship with the person
in front of you.
 Knowing what makes them turn up to your
session and understanding what motivates them
to keep turning up. 6/30/2023
 Coaching…
 Being an effective communicator means that you can
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gat message across to every one you coach.
 Built better relation ship

 Spoken words are very important in communication,

but it is not the only thing you need to focus.
 Effective communication making up 7% spoken words, 38% tone
of voice and 55 % body language
 To be an effective communicator, all three elements have
to be the same thing at the same time.
 As a coach, when you meet someone for the first time,
you must create a welcoming and authentic greeting-
smiling 6/30/2023
 Maintaining work related network and
30 relation ship

 What are the roles of networking in an

organization?

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 Networking….
31  Networking lack consensus definition
 “Behaviors that focus on the goal of building
relation ship that will help individuals advance in
their careers”
 “The practice of developing a system or
‘network’ of contacts inside and/or out side the
organization, their by provides relevant career
information and support for individuals”
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 Networking….
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 “Behaviors designed to build informal
interpersonal relation ships with people inside
and outside the organization” In general
networking involves the exchange of affect (like,
friendship), information, benefits, and influence
 More recently:

 networking as a tool for career development.

 Facilitating work related activities and
maximizing common advantages.

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 Negotiation & conflict resolution strategies
33  Negotiation: Is the process of evolving
communication to get from opposition consensus,
manage conflict and reach agreement

 It facilitates agreement when some of your

interest are shared and some are opposed

 Principles apply as much to your internal team as

they do to an outside party.
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 Negotiation ….
34 Important points

 Negotiation is participatory

 Preparation is necessary prior to any interaction

with the other party

 90% of negotiation process is done before the

first meeting

 Listening is your most important skill to develop

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 Negotiation ….
35 The art of effective negotiation

 Know your self

 Know your own organization

 Know the opposite side

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 Negotiation ….
36  Negotiation and influencing skill are critical to
getting the best deal,
 Problem solving
 Gaining support
 Building co-operative relationship

 Negotiation is a central to gaining agreement

and exercising influence--successful org.
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 Communicating with clients and colleagues
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Client communication

 When a client seeks a service from an agency,

it is very important that a case or action plan is
developed collaboratively to best meet the
needs of the client.

 You need to take a number of considerations in

to account to ensure this occurs.
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 Client communication…
38  Involve the client in the planning:
 Actively listen the client’s needs and wants

 Identify and discuss any constrains on client’s ability

 Check the client has understood the plan

 Encourage questions and provide further feedback

 Provide a range of options
 Provide clear direction
 Provide resources
 Giving feedback 6/30/2023
 Giving feedback…
39  Feedback is often about giving people an
account of their behavior or action as it relates to
a certain criteria.
 May be provided formally or informally by:
 The client
 Significant others( fam. members, other
workers..)
 Support workers
 Supervisors and co-workers
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 Giving feedback…
 Formal feedback process is necessary for
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monitoring specific activities where as informal
for discussing issues and provide advice
 Consider the following guidelines
 Be flexible about when and how feedback is given
 Be creative about the most effective ways to provide
 Ask direct questions to clearly identify issues
 Show that you respect and value individual contributions
 Provide feedback in such a way people feel involved and
believed contact with you is worthwhile.
 Practice good communication skill (active listening, use
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appropriate language, asking questions..)
 Lo3
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 Represent the organization

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 Objectives
42  At the end of this session, students will be able to:
 Identify and confirm handling general inquiries
 Identify and confirm communications with co-
workers
 Identify and confirm organizational group
meetings
 Identify and confirm writing for organizational
purposes

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 Conducting research and participating
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in internal and external forum

 The ways to structure your presentation

 Different styles of story telling structures that work
great for presentation.
 Choosing which one works for your presentation
will depend on your message and on who your
audience is.
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 Delivering presentation clear & sequentially
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 Public speaking is one of the hardest thing to
master
 The trick to delivering a powerful presentation is
to prepare carefully, take it slowly on the day
and be enthusiastic about your topic.
 But presenting is not just about speaking an
audience of 1000s-the one-on-one presentation
you give your boss can be just as important to
you
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 Delivering presentation ……
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 Planning your presentation--prepare with care
 Think about your audience Vs interesting topics
 Purpose of presentation-state by easy sentences
 Listkey points and write down the general structure of
the presentation ahead (using appropriate multimedia)
 Delivering your presentation
 On the day, get a good night’s sleep beforehand
 Eat a healthy breakfast and try free your schedule
 Check out the venue- before you speak and walk around
 Before you present spend few minutes going over(toilet,
water, breathing 6/30/2023
 Delivering presentation ……
 Remember:
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 Open and close of your presentation are the

most important parts. So put in extra effort into

the opening to make it memorable.
 “ in less than a minute, your audience forms

impressions of you and your credibility based on

what you say and how you say it”
 Your greeting is an essential elements of your

presentation---first and best opportunity to

establish rapport with your audience—”first
impression” 6/30/2023
 Utilizing appropriate media
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 What is multimedia and audio visual

presentation?

 Explain the advantage of audio visual

presentation for effective communication?

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 Utilizing appropriate media
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 Rational for multimedia use
 Entertainments

 Directs attention and emphasizes key points

 Improve the organization of the session
(maximizing clarity, minimizing destructions…)

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 Discussion (10’)
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 How do you see your instructors power points
presentation?

 Put your comments regarding

Guide vs script “less is better”
Clarity
Destructors
Visuals
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 Views of presentation
50  The views in ppt that you can use to deliver your
presentation are:
 Normal view
 Slide sorter view
 Slide show view
 Master view…
 Types of presentation
 Informative: brief and to the point presentation
 Instructional: give specific directions /orders
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 Responding with written communication
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 You will need to communicate in writing.

 You will write down phone messages, leave note,

post a notice, and replay to email inquiries.

 Depending on how you encode your message;

communicating in writing contribute much more
than verbal communication

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 Qualities of good written communication
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 Should contain all aspects:
 Content
 Organization
 Appearance
 Correct composition ..grammar, spelling…

 Clarity: PROOFREAD your messages to make

sure it says what you mean. Look for
ambiguities
 Follow standards and guideline of your organization
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 Written communication….
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 Use these strategies to write clear messages
 Identify your self
 Keep the message as focused and short as
possible
 Use short paragraphs and bullets
 Write a meaningful subject line that describes
the content
 Avoid generic subjects(dramatic, important, read
immediately, emergency)

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 Responding inquiries
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 All workers should follow standards and guideline

of the organization

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 Summary
 When participating in internal or external fora,
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your presentation should be:
 Relevant, appropriately researched and
presented in a manner to promote the
organization.
 Clear and sequential and delivered within a
predetermined time.
 Use appropriate media to enhance presentation.
 Respond Inquiries in a manner consistent with
organizational standard
 Differences in views are respected.
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 Lo5: conduct interview
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 Communication strategies in interview

 Maintaining records of interview
 Questioning, listening, non verbal techniques

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 Strategies interview
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 Minimize clients discomfort

 Be open minded and creative

 Minimize outside destruction

 Avoid stereotyping

 Maintain focus


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 How to conduct successful interview?
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Processes

 Preparation(checklist

 Introduction (purpose, encouraging..)

 Interview(opening, listening,reflaction,raport)

 Closure (trust, summary major points,…)

 Recording(reference,feedback, decission…

 Assessment (pre-set criteria 6/30/2023

 Barriers to communication
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 Related to the message(Lengthy, complexity,
inconsistency,…

 Internal barriers (fatigue, disinterst, poor

listening, past experience…)

 External (noise, unpleasant env’t, technology..

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 .
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 Thank you

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