Communication Skills in Challenging Encounters for
Community Pharmacists

Target Population: Community pharmacists Objectives: The objective of this course is to improve communication skills when dealing with patients, and their families in the community. Course Description: Participants encounter simulated patients (actors) or their immediate family in scenarios focusing on how to communicate with clients with different personalities and needs like a patient with a hematology disorder, a very nervous nurse, an error in medication and a challenging physician.  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.