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Learning Objectives

  1. Identify strategies to conduct an effective interview and new hire selection.

  2. Determine staff scheduling needs based on pharmacy-specific factors, such as prescription fill volume and services offered.

  3. Describe a successful training program for various pharmacy team members including clerks, technicians-in-training, and certified pharmacy technicians.

  4. Describe effective performance feedback methods for both pharmacists and technicians.

  5. Recognize practical methods for handling conflict resolution in the pharmacy.

Setting the Scene

You have been a licensed pharmacist for 6 months and have just been asked by your regional supervisor to step into the role of pharmacy manager. With this new position, you will be relocating to a different pharmacy that has a high staff turnover rate and a reputation of a negative work environment. Your responsibilities include selecting and hiring a new technician, developing adequate training for him/her, and addressing staff performance issues that have been left unaddressed by the previous pharmacy manager. You have had minimal interaction with the staff thus far, and unfortunately cannot have an opportunity to consult with the previous manager since she is no longer employed by the company.

Regardless of job title and experience, all community pharmacists are expected to take part in personnel management activities. In the dispensing pharmacy, tasks must be prioritized and delegated, as the staff work together to provide efficient and quality care. Oftentimes, the pharmacist may be placed in charge of pharmacy technicians and student interns when the pharmacy manager is not physically present. Therefore, it is important for all pharmacists to learn and develop skills related to training, feedback, and conflict resolution. This chapter also provides insight into the fundamentals of interviewing and hiring, as well as labor management within a pharmacy.


Interviews play a crucial role in the hiring process. It is often the quality of the interview that can have a considerable impact on the overall results of the hiring process. When interviewing candidates, you have a limited amount of time to cover all the information needed to decide if they are right for the position. Being prepared for an interview and implementing best-practice interview techniques can assist you in effectively and efficiently evaluating candidates and ultimately making the best hiring decision.

Preparing for the Interview

Just as a candidate prepares for an interview, it is imperative that you as the interviewer are also prepared. Before the interview, you must review the candidate’s application materials. This should include the candidate’s licensing information (if required for the position), availability, work-related experience, and expected rate of pay. If you are hiring a pharmacist or a pharmacy technician, verify that they possess the required professional licensure with your respective state board of pharmacy, as you do not want to waste your time interviewing a candidate that is not qualified for the position. You may also want to check your ...

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