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Effective communication between pharmacy technicians and others is necessary to meet patient needs.
Pharmacy technicians play essential roles across diverse health care settings. Their responsibilities require education, training, and competence and are grounded in professionalism and communication. Beyond supporting pharmacists in delivering safe and cost-effective care, technicians are also expected to uphold the highest moral and ethical standards of the pharmacy profession.
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Professionalism and effective communication are key to patient safety, teamwork, and positive health outcomes. Professionalism fosters respect, ethical behavior, and a trustworthy environment. Communication enhances collaboration with patients and providers, improving care quality.1
Core attributes of professionalism include appearance, demeanor, reliability, competence, organization, accountability, and integrity.2 Technicians should always be polite and well-spoken with patients, colleagues, and supervisors, even in tense situations. They should also work to stay confident and current with pharmacy advances, take responsibility for mistakes, and strive to always do the right thing, even when no one is watching.
Kathleen Kenny, PharmD, RPh, earned her doctoral degree from the University of Colorado Health Sciences Center. She has more than 30 years of experience as a community pharmacist and works as a clinical medical writer based out of Albuquerque, New Mexico.
Effective communication requires clarity, empathy, and active engagement. Key techniques include the following3:
These skills help pharmacy technicians meet patient needs, support medication adherence, and create a welcoming environment for healthrelated conversations.
Technicians face high-pressure conditions—long hours, staff shortages, and heavy workloads—that can lead to burnout and impact communication and demeanor. Difficult patient interactions require calm professionalism, empathy, and problem-solving. Technicians can defuse tension through clear explanations, boundary-setting, and solution-oriented communication.
Cultural differences and language barriers also complicate communication. Strategies such as using medical interpreters, providing multilingual materials, and showing cultural sensitivity can improve interactions.
Training in professionalism and communication enhances patient care and teamwork. Roleplaying, mentorship, and active learning build critical interpersonal skills. Health literacy training and communication workshops— especially those targeting nonverbal cues and language barriers—can improve technician effectiveness.
Technicians benefit from education focused on empathy, interprofessional collaboration, and conflict resolution. Training should include expectations for professional conduct, reinforced through regular feedback and pharmacist role modeling. Ongoing development via workshops and continuing education is essential for maintaining high standards.
Pharmacy technicians must consistently demonstrate professionalism and effective communication to deliver high-quality patient care and uphold trust in the profession. Continuous development, positive reinforcement, and strong pharmacist leadership are critical to cultivating a respectful, competent, and compassionate pharmacy team.
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