As coordinators for the nationally accredited NAPE Pharmacy Intern Training, we place a lot of importance on advancing the communication skills of our pre-registered pharmacists. By mastering crucial conversations, pharmacists can excel in their transition from education to practice, confidently managing responsibilities and allowing emerging professionals to handle healthcare complexities, foster effective teamwork, and demonstrate leadership.
Here, we look into the importance and implications of crucial conversations within pharmacy practice, exploring strategies for effective communication and the impact on lifelong learning and professional development.
What are crucial conversations?
The transition from pharmacy education to professional practice represents a pivotal phase for graduates, filled with both opportunities and challenges. Mastering crucial conversations is instrumental for these emerging healthcare professionals, as it directly influences their ability to navigate complex interactions common in healthcare settings.
Crucial conversations are not just about communication. The skills acquired from engaging in crucial conversations empower pre-registered pharmacists to exhibit leadership, manage professional contributions responsibly, and actively participate in organisational planning and review. Our “Crucial Conversations” in-person 90-minutes workshop, part of the leadership and management module, train pre-registered pharmacists to meet and exceed the expectations set forth in National Competency Standards Framework for Pharmacist in Australia Domain 4 on Leadership and Management. This training prepare the pre-registered pharmacists’ readiness to lead, manage, and innovate within the pharmacy sector, reinforcing the profound impact of effective communication on professional and organisational success.
Workshop design
The structure of the workshop followed Kolb’s model of experiential learning and is based on the principles outlined in Crucial Conversations: Tools for Talking When Stakes Are High by Grenny and colleagues. Through interactive role-plays and real-life scenarios, such as a discussion between a boss and a pharmacist feeling overwhelmed with additional shifts in a busy pharmacy needing some time to themselves, participants learn to recognise when a conversation turns crucial and how to engage constructively. Techniques such as active listening, empathy expression, and assertive speaking are practiced, along with nonverbal cues to enhance communication. These scenarios are followed by a debriefing activity with the facilitator so participants can share their thoughts and experiences of what they observed.
Here are the key elements integrated into this module:
- Utilising the “Crucial Conversations” principles to guide discussions, such as examining your motives, retracing your path to action, setting a safe environment, sharing your facts, exploring the stories of others and deciding on courses of action.
- Focusing on high-stakes interactions to understand communication barriers and enablers.
- Integrating theoretical insights with practical role-playing scenarios.
- Creating a robust learning environment that mirrors real-world pharmacy practice to navigate complex communication situations.
Equipping participants with essential leadership skills, including:- Emotional awareness
- Self-regulation
- Effective teamwork
- Enhancing capabilities crucial for successful leadership of self and managing professional responsibilities in dynamic healthcare environments.
Improvements in student outcomes
Workshop participants have reported noticeable improvements in handling crucial conversations with patients and in their confidence during interactions with team members. The course advisory group representative presented a report from the cohort demonstrating that participants were able to engage in crucial discussions, rather than avoiding difficult topics, which contributed to their readiness to take on leadership roles within healthcare teams. Participants also report that the workshop came at a timely stage of their internship where expectations were being discussed with supervisors.
These advancements align well with Domain 4.1 of the National Competency Standards, which emphasises leadership and self-management skills in pharmacy practice.
Further, the personalised action plans developed during the workshop have equipped participants with strategies to navigate their professional growth effectively. This proactive approach to managing their careers assists them in fostering innovation and influencing change within their practice settings, aligning with effective leadership practices as highlighted in Domain 4.3 of the National Competency Standards.
Why is this important?
Managing crucial conversations effectively extends beyond mere communication techniques; it encapsulates a proactive approach to lifelong learning and professional development. This approach has empowered pre-registered pharmacists to improve their interactions with patients and gain confidence in engaging with their team members during critical discussions. By applying these skills, they are better equipped to inspire and implement strategic visions, foster initiatives, and serve as role models within their professional communities.
Mastering crucial conversations is essential for pre-registered pharmacists as they navigate the transition from educational settings into complex healthcare environments. The structured workshop equips these emerging healthcare professionals with essential communication skills, significantly enhancing their leadership capabilities and readiness for professional practice.
Ultimately, this training aligns with broader educational goals, preparing pharmacists to make ethical contributions to society while improving healthcare outcomes. By committing to lifelong learning and continual improvement in communication, these professionals are well-positioned to thrive in their careers and make substantial contributions to the evolving field of pharmacy.
This unit of study, coordinated by Simmie and Andrew, has received overall high student satisfaction in 2024. They have recently been featured in the Faculty of Medicine and Health September News to share about their collective efforts and these great results.