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From the Patient’s Lens: Winning Communications for the Most Difficult Encounters

Event Type

Live Online

Date

Tuesday, July 2, 2019

Time

10:30 AM - 11:30 AM ET

Location

PharmCon Webinar Studio (freeCE.com)

Credits

1 Contact Hour(s)

Target Audience

Pharmacist, Pharmacy Technician

Cost

$30.00

  • Overview

    Pharmacy team members with excellent skills in communications stand out! These are usually the team members who are asked to de-escalate situations with customers, as others back slowly away. With the appropriate use of keenly developed skills, magic unfolds! Suddenly, the angry customer is speaking rationally and working through the same situation that caused an explosion with another well-intentioned team member. How is it, then, that the two associates achieve vastly different results when working through the same situation and communicating the same information? The answer lies not within the information itself but within the customer's perceptions of that information. Using New York Time's best-selling author Richard Gallagher's book 'The Customer Service Survival Kit' as a basis for effective skills in communicating with customers, this session will examine the underlying principles of this book as they apply to a traditional pharmacy environment for pharmacists, pharmacy managers, and pharmacy technicians alike.

    Handouts

    Slide Document:   17118L04_4pp.pdf


    Slide Document:   17118L04_2pp.pdf

    Financial Support By

    PharmCon, Inc.
  • Pharmacist

    Recognize methods used by customer relations experts to effectively manage common service issues in the contemporary pharmacy setting.
    Identify 'catch phrases' that should be avoided when working through a customer encounter in the pharmacy.
    Identify tools used by industry experts to effectively problem solve in the pharmacy setting.


    Pharmacy Technician

    Recognize methods used by customer relations experts to effectively manage common service issues in the contemporary pharmacy setting.
    Identify 'catch phrases' that should be avoided when working through a customer encounter in the pharmacy.
    Identify tools used by industry experts to effectively problem solve in the pharmacy setting.

  • Repeat Presentation

    This presentation was last given on Wednesday, May 15, 2019

    Future Airings

    DateTime 
    Wednesday, August 7, 20192:00 PMView
    Monday, September 16, 20192:00 PMView

  • Activity Type

    Knowledge

    Universal Activity Number

    Pharmacist 0798-0000-17-118-L04-P

    Pharmacy Technician 0798-0000-17-118-L04-T

    ACPE PharmCon, Inc. is accredited by the Accreditation Council for Pharmacy Education as a provider of continuing pharmacy education.

    PharmCon, Inc. is an approved course provider for continuing education for nurses by the Florida Board of Nursing. PharmCon is also recognized by the California Board of Nursing as a provider of nursing programs.

    In order to obtain a Statement of Credit, attendees must answer poll questions and complete a program evaluation. Attendees may immediately print their Statement of Credit or leave them stored on the website.

  • Faculty

    Kevin Hope, RPh
    Clinical Pharmacy Education Specialist, PharmCon, Inc.




HARDWARE REQUIREMENTS
Standard Windows/Mac System
iPad or iPhone
Minimum screen resolution: 1024x768
Speakers or headphones
 


SOFTWARE REQUIREMENTS
Microsoft Edge
Internet Explorer 8.0 or higher
Google Chrome
Safari
Firefox 3.0.3 or higher


NETWORK REQUIREMENTS
Broadband Internet Connection:
T1, Hi-speed DSL or Cable
4G cellular connection
 
 

This continuing education activity is held as copyright by PharmCon, Inc. Through this notice, PharmCon, Inc. grants permission of its use for educational purposes only. These materials may not be used, in whole or in part, for any commercial purposes without prior permission in writing from the copyright owner(s).




Computer sharing is NOT permitted due to accreditation guidelines on activity monitoring. Credit is earned by one user per device.

 

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