Soft Skills for Pharmacy Technicians
(Modified May 2023)
Pharmacy technicians often focus on the nuts and bolts of their role, such as preparing orders or prescriptions, billing payers, and maintaining inventory. However, “soft skills” such as communication, leadership, and teamwork are also important. For example, studies show good communication with patients benefits health outcomes.1,2 This toolbox has basic information about soft skills, and resources to provide you with more details.
Soft Skill |
Description |
Related Resources in Pharmacy Technician’s Letter |
Adaptability and Flexibility |
What it is: Why it’s important: For example, implementing curbside pick-up due to COVID-19 was a change made in response to a need to reduce contact for pharmacy staff and patient safety. Tips for developing:18-21 Find out why a change is needed. Understanding the “why” may make it easier to be open-minded. Look for the benefits of a change. Besides having a positive effect for patients, a change may have upsides such as giving you an opportunity to develop a new skill or work with different colleagues. Stay optimistic. Instead of thinking about how a change won’t work, think of ways to help make it work. Stretch yourself in small ways to make big changes, such as by taking baby steps rather than implementing a change all at once. Use available tools to limit confusion and frustration as you tackle a change. Work as a team to address problems. Speak up if you have trouble and find out how you can help colleagues who are struggling. Consider reaching out to other pharmacies to see how they overcame barriers to a change and learn from them. |
Articles: Use Strategies to Promote Teamwork in Your Pharmacy Prepare for New Roles and Career Opportunities Career Ladders Can Help You Move Up to Advanced Roles Set Yourself Up for Success When Interviewing for New Tech Roles Don’t Wait to Start Networking Resources: |
Communication
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What it is: Why it’s important: For example, you should use plain language when speaking with patients. Using medical jargon or other potentially confusing language can lead to confusion. Tips for developing: When communicating verbally with patients, use strategies including:1,2
Take care to avoid negative behaviors such as distractions (e.g., multitasking) or interrupting during verbal communication.1,2 Look for and be prepared to accommodate specific communication challenges, such as low health literacy, language barriers, hearing loss, and visual impairment. Maintain open body language for nonverbal communication.
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Articles: Don’t be Afraid to Speak Up for Safety Improve Communication with Older Patients Be Ready to Help People Who are Deaf or Hard of Hearing Don’t Let Rxs for Spanish-Speaking Patients Get Lost in Translation Optimize Care for Patients With Disabilities Personalize Care for Millennial Patients Help Patients Feel at Ease When Discussing Sensitive Topics Optimize Communication with Prescriber Offices Enhance Your Telecommunication Skills Don’t Shy Away from Communicating Concerns to Colleagues Don’t Wait to Start Networking Continuing Education: Telehealth and Telephone Communication Skills for Communicating Effectively with Patients |
Conflict Management |
What it is: Why it’s important: For example, keeping a patient updated on what’s happening with an Rx, such as by informing them of an insurance problem, can help prevent conflict. Or clarifying responsibilities can help prevent conflict between pharmacy staff members. Tips for developing: Be aware of the different methods often used by others to manage conflict:10,11
To best manage conflict that arises in a healthcare setting, consider the situation and remember that the desired outcome is optimal patient care. Include the following steps when managing conflict:
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Articles: Promote Respect Among Colleagues Use Strategies to Promote Teamwork at Your Pharmacy Don’t Shy Away from Communicating Concerns to Colleagues Optimize Communication With Prescriber Offices Continuing Education: |
Cultural Competence |
What it is: Why it’s important: For example, cultural nuances may impact communication with patients, such as in some Asian cultures, where nodding doesn’t indicate agreement, but rather, that a person is listening and being polite. Tips for developing:
Look for cues to indicate a patient’s culture or background, such as language, clothing, or gestures. Identify patient-specific cultural considerations, such as use of traditional remedies, spiritual practices, or gender roles. Approach cultural differences with an open mind and avoid judgment. Use communication strategies (e.g., open-ended questions) to enhance cultural competence. |
Articles: Be Ready to Help People Who are Deaf or Hard of Hearing Optimize Care for Patients with Disabilities Don’t Let Rxs for Spanish-Speaking Patients Get Lost in Translation Personalize Care for Millennial Patients Optimize Communication with Transgender and Gender-Diverse Patients Help Patients with Low Health Literacy Continuing Education: Cultural Competence and Unconscious Bias
|
Empathy |
What it is: Why it’s important: Empathy contributes to good communication between a healthcare professional and patient. Empathetic care can also provide benefits to healthcare professionals, such as better job satisfaction.6,7 Tips for developing: Let colleagues and patients know you’ve picked up on an emotion they’ve expressed.6
Recognize and address concerns of colleagues and patients. Use the pneumonic NURSE as a reminder on how to respond with empathy:
Avoid judgment or false reassurance. |
Articles: Use Simple Strategies to Help Patients Feel Good About Their Care Promote Respect Among Colleagues Continuing Education: |
Ethics |
What it is: Why it’s important: For example, ethics can come into play in sensitive situations, such as when dispensing certain meds (e.g., emergency contraception) or when facing a situation where reporting on a colleague or oneself may be appropriate (e.g., diversion, med errors). Tips for developing:
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Articles: Be Vigilant With Rxs Written by a Prescriber for Themselves or Family Keep Signs of Drug Diversion on Your Radar
Continuing Education: Just Culture and Reporting Errors Fraud, Waste, and Abuse for 2023 Resources: |
Leadership |
What it is: Why it’s important: For example, if you’re responsible for making your pharmacy’s schedule or coordinating periodic inventory counts, leadership skills will be critical for completing these tasks. Tips for developing: Improve critical skills, such as communication, organization, and relationship building. Identify your leadership style (e.g., authoritarian, participative, or delegative), and consider how your style may need to be adjusted based on a specific situation. Keep in mind that you don’t have to be a manager or supervisor to be a leader. Practice key components of leadership, including goal setting, challenging yourself, and getting support and feedback from others. |
Articles: Set Yourself Up for Success When Interviewing for New Tech Roles Prepare for New Roles and Career Opportunities Career Ladders Can Help You Move Up to Advanced Roles Don’t Wait to Start Networking Watch for Changes to Pharmacy Tech Certification and Credentialing Continuing Education: Resources: |
Non-Stigmatizing and Inclusive Language |
What it is: Why it’s important: Tips for developing: Learn about terms to avoid and what to say instead. Use neutral, nonjudgmental phrases that are free from stigma. For example: 23-25
Stick to using gender-neutral language, such as “How may I help you?” rather than gender-specific terms, such as “Ma’am” and “Sir.”26 |
Articles: Improve Communication with Older Patients Optimize Care for Patients with Disabilities Optimize Communication with Transgender and Gender-Diverse Patients Use Inclusive Language to Reduce Stigma Continuing Education: Cultural Competence and Unconscious Bias Skills for Communicating Effectively with Patients |
Problem-Solving |
What it is: Why it’s important: Some examples of where problem solving may be required include cost barriers to patients getting their meds, drug shortages or out-of-stocks, and staffing shortages. Tips for developing:
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Articles: Keep Your Inventory Under Control to Prevent Out-of-Stocks Use Strategies to Minimize Pharmacy Shrink Use Strategies to Help Patients Afford Insulin Help Patients Overcome Med Administration Hurdles Resources: |
Situational Awareness
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What it is: Why it’s important: For example, staying alert for red flags could help you recognize a human trafficking victim, a would-be robber, or a forged prescription. Tips for developing:13 Consider when you should stop working due to a potential threat. Be aware of what you can do to reduce a threat, such as by alerting a manager or a colleague, gathering more information, or reporting a situation. |
Articles: Recognize Human Trafficking Victims Hidden in Plain Sight Prevent, Detect, and Respond to Internal Diversion Keep Signs of Drug Diversion on Your Radar Continuing Education: |
Teamwork |
What it is: Why it’s important: For example, if an extra task must be done on your shift, splitting the task up among yourself and your colleagues may make it easier to accomplish within the given timeframe. Tips for developing:15 Communicate clearly and regularly with your co-workers. Pass on any outstanding issues at shift change to ensure no one drops the ball. Know your own strengths, and the strengths of your colleagues. Consider everyone’s skill level when assigning tasks. Establish roles and rules among your team. Making sure everyone is clear on their responsibilities at the beginning of a shift. Initiate strategies to keep everyone in the loop about department goals or policy or process changes such as by using a communication board, memos, or huddles. Recognize team success. |
Articles: Use Strategies to Promote Teamwork in Your Pharmacy Continuing Education: |
Time Management |
What it is: Why it’s important: For example, switching from one task to another (e.g., from answering the phone to ordering needed inventory to ringing up customers) may reduce efficiency and potentially increase the risk for errors. Tips for developing:16 Get and stay organized. Plan ahead. Focus on the task at hand and eliminate distractions as much as possible. Batch similar tasks together. Delegate as appropriate. |
Articles: Minimize Risk When Using Quick Codes Use Strategies to Promote Teamwork in Your Pharmacy Work as a Team to Navigate Staffing Shortages Resources: |
References
- Institute for Healthcare Communication. Impact of communication in healthcare. July 2011. https://healthcarecomm.org/about-us/impact-of-communication-in-healthcare/. (Accessed March 16, 2023).
- The Joint Commission. Quick Safety 29: Advancing patient-provider communication and activating patients. April 2022. https://www.jointcommission.org/issues/article.aspx?Article=k3fOzYSppXtPUE5yjKUryoaVPs%2BWAjduRfVM0zKBoV8%3D. (Accessed March 16, 2023).
- American College of Clinical Pharmacy; O'Connell MB, Korner EJ, Rickles NM, Sias JJ. Cultural competence in health care and its implications for pharmacy. Part 1. Overview of key concepts in multicultural health care. Pharmacotherapy. 2007 Jul;27(7):1062-79.
- Horvat L, Horey D, Romios P, Kis-Rigo J. Cultural competence education for health professionals. Cochrane Database Syst Rev. 2014 May 5;(5):CD009405.
- American Society of Health-System Pharmacists. ASHP Statement on Racial and Ethnic Disparities in Health Care. 2011. https://www.ashp.org/-/media/assets/policy-guidelines/docs/statements/racial-and-ethnic-disparities-in-health-care.ashx?la=en&hash=1EA99E1C82B92C4FFAA7252DA306FB9C798ADEB5. (Accessed March 16, 2023).
- Hojat M, DeSantis J, Gonnella JS. Patient Perceptions of Clinician's Empathy: Measurement and Psychometrics. J Patient Exp. 2017 Jun;4(2):78-83.
- Halpern J. What is clinical empathy? J Gen Intern Med2003;18:670-4.
- Vermont Ethics Network. Medical ethics. https://vtethicsnetwork.org/medical-ethics/overview. (Accessed March 16, 2023).
- Mark SM, Saenz R, Clark JS, Stevenson JG. Leadership Essentials for Pharmacists. In: Chisholm-Burns MA, Vaillancourt AM, Shepherd M, Eds. Pharmacy Management, Leadership, Marketing, and Finance. 2nd ed. Burlington, MA: Jones & Bartlett Learning, 2014, 23-37.
- Saltman DC, O'Dea NA, Kidd MR. Conflict management: a primer for doctors in training. Postgrad Med J. 2006 Jan;82(963):9-12.
- Simpao AF. Conflict management in the health care workplace. Physician Exec. 2013 Nov-Dec;39(6):54-6, 58.
- American Society for Quality. What is problem solving? https://asq.org/quality-resources/problem-solving. (Accessed March 16, 2023).
- Ferguson A. Situational awareness. February 21, 2021. https://www.safetyandhealthmagazine.com/articles/20880-situational-awareness. (Accessed March 20, 2023).
- Peek S. Make the dream work: 5 reasons why teamwork is crucial to workplace success. February 21, 2023. https://www.business.com/articles/5-reasons-why-teamwork-is-crucial-to-workplace-success/. (Accessed March 16, 2023).
- Price H. 12 easy ways to improve workplace teamwork. https://blog.jostle.me/blog/12-easy-ways-to-improve-workplace-teamwork. (Accessed March 16, 2023).
- Rampton J. Manipulate time with these powerful 20 time management tips. May 1, 2018. https://www.forbes.com/sites/johnrampton/2018/05/01/manipulate-time-with-these-powerful-20-time-management-tips/#6c88bf7c57ab. (Accessed March 16, 2023).
- Forbes Coaches Council. 15 soft skills you need to succeed when entering the workforce. January 22, 2019. https://www.forbes.com/sites/forbescoachescouncil/2019/01/22/15-soft-skills-you-need-to-succeed-when-entering-the-workforce/#19c8923e10ae. (Accessed March 16, 2023).
- ESoft Skills. Adaptability & flexibility. https://esoftskills.com/10-soft-skills-you-need-adaptability-and-flexibility-7/. (Accessed March 16, 2023).
- MindTools. How to be flexible in the workplace. https://www.mindtools.com/pages/article/flexibility-at-work.htm. (Accessed March 16, 2023).
- Masson D. Three keys to success: teamwork, flexibility, and creativity. November 29, 2016. https://www.theglobeandmail.com/report-on-business/careers/leadership-lab/three-keys-to-success-teamwork-flexibility-and-creativity/article33006314/. (Accessed March 16, 2023).
- Moreland T. 30 ways to increase adaptability skills. https://www.hrcsuite.com/30-ways-to-increase-adaptability-skills/. (Accessed March 16, 2023).
- Shatterproof. Addiction language guide. https://www.shatterproof.org/sites/default/files/2023-02/Stigma-AddictionLanguageGuide-v3.pdf. (Accessed May 3, 2023).
- National Institute on Drug Abuse. Words matter – terms to use and avoid when talking about addiction. November 29, 2021. https://nida.nih.gov/nidamed-medical-health-professionals/health-professions-education/words-matter-terms-to-use-avoid-when-talking-about-addiction. (Accessed May 3, 2023).
- Van Vleck M. Age-inclusive language: are you using it in your writing and everyday speech? February 28, 2022. https://publichealth.wustl.edu/age-inclusive-language-are-you-using-it-in-your-writing-and-everyday-speech/. (Accessed May 3, 2023).
- Centers for Disease Control and Prevention. Health equity guiding principles for inclusive communication. August 2, 2022. https://www.cdc.gov/healthcommunication/Health_Equity.html. (Accessed May 3, 2023).
- Human Rights Campaign Foundation and the American Pharmacists Association. Providing inclusive care and services for the transgender and gender diverse community: a pharmacy resource guide. March 2021. https://hrc-prod-requests.s3-us-west-2.amazonaws.com/Transgender-Pharmacy-Resource-Guide.pdf. (Accessed May 3, 2023).
Cite this document as follows: Clinical Resource, Soft Skills for Pharmacy Technicians. Pharmacist’s Letter/Pharmacy Technician’s Letter/Prescriber’s Letter. April 2023. [390429]