Communication Skills in Challenging Encounters for
Hospital Pharmacists

Target Population: In Hospital Pharmacists Objectives: The objective of this course is to improve communication skills when dealing with in-hospital medical staff, patients, and their families. Course Description: Participants encounter simulated patients (actors), doctors and hospital administrators. The scenarios focus on how to communicate with hospital staff, "difficult" customers; potential error in prescriptions, demanding staff and patient safety management.  Colleagues and debriefing facilitators observe the encounters through one-way glass panels, and audiovisual recordings are made for the debriefing sessions.  On completion of the encounter, the participant receives feedback from the simulated patient, colleagues and debriefing facilitators and the recorded encounter is watched and discussed in the debriefing session.