COMMUNICATION SKILLS

The aim is to support your customers to develop knowledge and confidence so they can make informed decisions about their own health. In order to do this, think about how you communicate with customers.

Which of these is NOT an example of good communication? Select the correct answer.

• Listen carefully

  Think about the tone, speed and volume of your voice

  Explain information in a clear and logical way

  Use complex medical terms

  Get feedback to ensure the customer has understood what you have said

  Some customers may be quite comfortable discussing their IBS symptoms at the pharmacy counter, while others may be embarrassed. If you feel that a customer may be uncomfortable, ask if they would like to talk in the consultation room.

• Further resources

  You can refer customers to the following sources for more information and support.

  • The NHS website https://www.nhs.uk/conditions/irritable-bowel-syndrome-ibs/
  • The charity Guts UK provides support for patients and families www.gutscharity.org.uk
  • The IBS Network is a national charity supporting people living with irritable bowel syndrome www.theibsnetwork.org

References 

1. https://cks.nice.org.uk/topics/irritable-bowel-syndrome/background-information/prevalence/
2. https://cks.nice.org.uk/topics/irritable-bowel-syndrome/background-information/causes/
3. https://www.nhs.uk/conditions/irritable-bowel-syndrome-ibs/symptoms/
4. https://cks.nice.org.uk/topics/irritable-bowel-syndrome/background-information/definition/
5. https://www.healthline.com/health/irritable-bowel-syndrome#ibs-symptoms
6. https://cks.nice.org.uk/topics/irritable-bowel-syndrome/management/management/
7. https://www.nhs.uk/conditions/irritable-bowel-syndrome-ibs/diet-lifestyle-and-medicines/

References last accessed February 2022