Pre-registration Manual

B. Interpersonal skills


Interpersonal skills

These standards cover the aspects of performance and behaviour that involve any interaction with others. You must demonstrate your ability to communicate at all levels and to work with others in the pharmacy and healthcare team. In doing this, you will show that you possess the core characteristics of an empathetic healthcare professional:

  • seeing and understanding things from the perspective of others, especially patients
  • communicating effectively
  • working with people from other disciplines

B.1 Communicate effectively

Trainees must demonstrate communication skills that promote the provision of a quality service

As a trainee you must show that you:

B1.1 Communicate effectively (1) in English

(1) ‘Effectively’ here means that you are competent enough in English to understand and be understood in writing, on the phone and in person.

B1.2 Behave in a polite and helpful manner

B1.3 Sensitively approach people who need or who may need assistance

B1.4 Elicit all relevant information by the use of appropriate questions

B1.5 Listen effectively to the whole message (2)

(2) this includes the spoken word, body language and tone of voice

B1.6 Respect and observe confidentiality

B1.7 Act appropriately in response to spoken and unspoken needs of others (3)

(3) ‘Others’ will include people with special needs and people from different backgrounds and with different lifestyles.

B1.8 Behave in a manner which instills confidence

B1.9 Behave assertively

B1.10 Use appropriate body language

B1.11 Provide information and advice appropriate to the needs of the recipient(s) (4)

(4) ‘Recipients’ must include individuals, groups and people with particular needs, for example people with diabetes, asthma and so on.

B1.12 Handle conflict (5) appropriately (6)

(5) this will include taking action to prevent conflict wherever possible.

(6) evidence must cover conflict arising from complaints, aggressive behaviour and from disagreements with or among colleagues.

Required outcomes from the GPhC Standards for initial education and training of pharmacists say that a pre-registration trainee must:

  • communicate with patients about their prescribed treatment
  • optimise treatment for individual patient needs in collaboration with the prescriber
  • support the patient in choosing an option by listening and responding to their concerns and respecting their decisions
  • communicate information about available options in a way that promotes understanding
  • conclude consultations to ensure a satisfactory outcome
  • provide accurate written or oral information appropriate to the needs of patients, the public or other healthcare professionals

B.2 Work effectively with others

Trainees must contribute positively to any team or group they are associated with, so that targets and goals are achieved. They must develop and demonstrate the skills involved in managing and supervising others. This recognises that most pharmacists have these responsibilities.

As a trainee you must show that you:

B2.1 Acknowledge the ideas and opinions of others (7) and act on them when appropriate

(7) ‘Others’ must include junior and senior colleagues and external contacts.

B2.2 Present your own ideas and opinions appropriately when speaking and in writing

B2.3 Meet commitments (8 )made to others within agreed deadlines

(8) this will include giving a clear explanation if you cannot meet a commitment.

B2.4 Give constructive feedback (9) to others based on accurate evaluation of their performance

(9) This must include both positive and negative feedback.

B2.5 Secure help from others when necessary in an appropriate manner

B2.6 Assist others when necessary

B2.7 Delegate tasks appropriately (10)

(10) when necessary and in a manner that supports team working.

B2.8 Supervise others in an appropriate manner to ensure that agreed outcomes are achieved

B2.9 Use your knowledge and skills effectively when helping others learn

Required outcomes from the GPhC Standards for initial education and training of pharmacists say that a pre-registration trainee must:

  • contribute to the education and training of other members of the team, including peer review and assessment
  • show how to contribute to the development of other members of the team through coaching and feedback
  • engage in multidisciplinary team working
  • work effectively within teams to ensure that safe and effective systems are being followed
  • supervise others involved in service delivery
  • establish and maintain patient relationships while identifying patients' desired health outcomes and priorities
  • contribute to identifying the learning and development needs of team members
  • contribute to the development and support of individuals and team