Telephonic communication skills: technicians

October 19, 2017
Target Audience:

Technicians in community-based practice.

Universal program number: 0401-0000-17-061-L04-T
CE Broker tracking number: 20-586433
Activity type: Knowledge-based
Date: Thursday, Oct. 19 from 8:00 p.m. - 9:00 p.m. EDT


Engaging patients, caregivers and other health care professionals in meaningful communication by telephone can be challenging, especially in the busy community pharmacy. With increasing pressure to manage workload and drive quality patient care, all members of the pharmacy team must communicate effectively and efficiently. In this program, potential communication barriers will be identified with skills and techniques to help overcome the challenges.

Learning objectives:
  1. Describe the types of communication that occur in community pharmacy.
  2. List common barriers for in-direct communication.
  3. Describe the impact that poor communication can have on medication errors and professional relationships.
  4. Review techniques to use to improve the quality of telephonic communication.
  5. Identify best practices for using telephonic communication to drive patient adherence.

To obtain credit:

Attendees must participate in the entire program by viewing the presentation on a smartphone, tablet or desktop or laptop computer, listening to the presenters with audio from the device or a linked telephone connection, responding to polling questions and submitting questions within the GotoWebinar platform. Following the presentation, attendees must return to the lesson within Drug Store News to attest to active participation and to select a participation code that will be displayed by the moderator during the on-screen presentation. An evaluation of the program is also required.

Please note, live CPE credit will not be awarded for participants who choose to dial in by phone without also viewing the presentation.

Official statements of credit are available online through CPE Monitor.

All claims for live CPE credit must be submitted no later than 30 days following live programs.

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Drug Store News is accredited by the Accreditation Council for Pharmacy Education (ACPE) as a provider of continuing pharmacy education. This CPE activity is approved for technicians and is worth 1.0 contact hours (1.0 CEUs).

Course summary
Credit hours: 
  • 1.00 Technician
Course opens: 
Course format: 
Course expires: 
Event starts: 
10/19/2017 - 8:00pm
Event ends: 
10/19/2017 - 9:00pm

By Megan Bookser, PharmD, CTTS, PGY-2 Ambulatory Care Resident; and Jamie McConaha, PharmD, CTTS, BCACP, CDE, Associate Professor of Pharmacy Practice, Duquesne University School of Pharmacy

The DSN editorial and continuing education staff do not have any actual or potential conflicts of interest in relation to this lesson.

Available Credit

  • 1.00 Technician

Accreditation Period

Course opens: 
Course expires: 


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