TY - CHAP M1 - Book, Section TI - Oral and Nonverbal Communication in Medication Therapy Management A1 - Hermansen-Kobulnicky, Carol J. A2 - Angaran, David M. A2 - Whalen, Karen PY - 2015 T2 - Medication Therapy Management: A Comprehensive Approach AB - Good communication is a key requirement of patient-centered care that addresses patients' needs and wants.Nonverbal communication contributes to how individuals understand each other, especially when feelings are expressed.Each mode of communication, eg, in-person, telephone, and telehealth, have unique communication requirements.Building rapport with patients is critical for helping them feel comfortable with MTM services and providers.Asking patients both open-ended and closed-ended questions helps elicit the information needed to understand their perspectives and conditions.To listen well, the listener must be engaged, noticing nuances of what is said, observing and attending to nonverbal cues, and providing useful responses to the speaker.The point of active listening is to let the person know you are hearing what is said and to allow the person to continue in their train of thought, as needed.Empathic responding explicitly acknowledges the emotional aspect of what has been said and the reason for such emotion.A service script can be a very useful tool for any pharmacy service activity requiring standardization for quality assurance purposes.When personally selling your MTM service, believing in the service and being confident are key.The way in which an interview or consultation is organized can be improved by using transitions, orientation, cues, and summarizing.According to a 2003 nationwide study (the National Assessment of Adult Literacy), only 12% of the over 19,000 adults surveyed were found to be "proficient" in health literacy, and only 3% of those 65 years and older demonstrated proficiency.Motivational interviewing (MI) is a communication technique and philosophy of helping individuals with behavioral change.SBIRT is a successful technique for addressing alcohol and other substance use with patients. SBIRT stands for screening, brief intervention, and referral to treatment.Working effectively with people who have lower incomes and who experience generational poverty takes a deep appreciation for, and knowledge of, the characteristics of this group as well as those who experience situational poverty and members of the middle class.The mnemonic SBAR is a useful framework when speaking with prescribers. It stands for situation, background, assessment, and recommendation.Developing a working collaborative relationship with a physician is a multi-stage process. SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/29 UR - accesspharmacy.mhmedical.com/content.aspx?aid=1102488050 ER -