SOBRE ESTE EPISÓDIO
In this episode of TechPrep: Rapid PTCB Review, we review communication and customer service with a focused, exam-relevant approach tailored to pharmacy technician practice and the PTCB exam. Learn how effective communication supports patient safety, prevents errors, and strengthens interactions with patients, prescribers, insurance representatives, and pharmacy coworkers.
This episode covers verbal, nonverbal, visual, and written communication, along with active listening and strategies for overcoming communication barriers. You'll explore how to recognize potential signs of low health literacy, confirm patient understanding, maintain professional customer service, and respond to difficult interactions. The episode also reviews an eight-step approach to conflict resolution and explains when pharmacy technicians should refer questions or concerns to the pharmacist.
What You'll Learn-
The different modes of communication and how tone, body language, and word choice affect understanding
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How to recognize potential signs of low health literacy and use plain language to support patient understanding
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Strategies for active listening, complete message documentation, and reducing communication barriers
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Customer service practices that support professionalism, patient privacy, and positive pharmacy experiences
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How to de-escalate conflicts and recognize situations that require pharmacist involvement
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Communication is not complete until the receiver's understanding has been confirmed.
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Plain language, active listening, and teach-back techniques help reduce misunderstandings and support patient safety.
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Professionalism, empathy, and a calm approach can help prevent conflicts from escalating.
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Clinical questions, refusal-to-fill disputes, threats, suspected fraud, and issues beyond a technician's training should be escalated appropriately.
Want to master high-yield pharmacy practice concepts for the PTCB exam? Thousands of pharmacy technician students trust TechPrep for clear explanations, exam-focused review, and real-world relevance.
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