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:
The ability to adjust efficiently and in a positive way to a changing environment or situation.18,19

Why it’s important:
Workplaces face change due to technology, the economy, and other developments or events (e.g., disaster).  Adaptability and flexibility help with successful navigation.18,19

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
Focus on your goal, which is providing the best patient care.

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:
Help Your Pharmacy Team Adapt to Change

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:
Optimizing Pharmacy Workflow

Communication

 

 

What it is:
Giving or receiving information.

Why it’s important:
Good communication with patients and healthcare professionals is vital for putting your knowledge and skills to good use and for keeping patients safe.  It also involves knowing how to speak to others based on the situation or setting.1,2

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:
In professional communication, speak intelligently and thoughtfully, and listen intently.17

When communicating verbally with patients, use strategies including:1,2

  • clear explanations.
    • Example: Say “low iron” instead of “anemia” or “birth control” instead of “contraceptive” to help a patient understand.
  • open-ended questions.
    • Example: Say “How do you take this med?” rather than “Do you take this med once a day?”
  • reflective listening (i.e., repeating back what was said in a nonjudgmental way).
    • Example: If a patient tells you they’ve been taking a med on an as-needed basis rather than once daily as prescribed, say “I understand you’re taking this med when you feel you need it” rather than “You’re not taking this med as it was prescribed for you.”
  • empathy (see more below).

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.

  • Squarely face the listener.
  • Maintain eye contact and open posture (e.g., avoid crossing arms or legs).
  • Lean in to demonstrate interest.
  • Relax and avoid fidgeting.

Articles:
Up Your Communication Game With “SBAR”

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:
Communicating With the Healthcare Team

Telehealth and Telephone Communication

Skills for Communicating Effectively with Patients

Conflict Management

What it is:
A way to limit the negative effects of conflict and optimize the positive effects of conflict.

Why it’s important:
Proper management of conflict can help avoid serious consequences, such as patient dissatisfaction, staff resigning, or workplace violence (e.g., bullying, physical assault).

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:
Communicate clearly to help prevent conflict.

Be aware of the different methods often used by others to manage conflict:10,11

  • denying the conflict exists.
  • looking out for yourself.
  • letting the other party decide.
  • looking after your own interests and those of others.

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:

  • de-escalate the situation.
  • identify the issue and collect the facts.
  • understand the concerns of both parties.
  • transition to a mutual goal.

 

Articles:
Remember “Cooler Heads Prevail” When Conflict Arises

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:
Conflict Resolution Skills

Cultural Competence

What it is:
The set of behaviors, attitudes, and policies that allow for effective healthcare to be in cross-cultural situations.  More simply, it’s the ability to provide patient care that’s aware of, sensitive to, and respects social, cultural, and linguistic needs of individual patients from diverse cultures.3,4

Why it’s important:
Cultural competence plays a role in ensuring high quality healthcare for all patients.3,4

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:
Keep in mind that cultural competence requires being:5

  • knowledgeable about cultural differences and how they affect attitudes and behaviors of both you and your patients.
  • sensitive, understanding, nonjudgmental, and respectful of cultural differences.
  • flexible and skillful in responding and adapting to cultural differences.
  • able to assess and then use patients’ cultural beliefs, practices, and differences to improve health outcomes.

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:
Improve Communication with Older Patients

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:  LGBTQI+ Patient

Cultural Competence and Unconscious Bias

 

Empathy

What it is:
The ability to understand and share the feelings of another.

Why it’s important:
In general, empathy helps build trust and helps people connect.17

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:
Keep core qualities that are associated with empathy in mind:  authenticity, personal presence, honesty, and mindfulness.

Let colleagues and patients know you’ve picked up on an emotion they’ve expressed.6

  • For example, use language to let a patient know you understand when they’re frustrated, such as “I’m hearing that you’re frustrated.”  Avoid using language that may come across as indifferent, such as by saying “These things happen.”

Recognize and address concerns of colleagues and patients.  Use the pneumonic NURSE as a reminder on how to respond with empathy:

  • Name the person’s emotion.
  • Understand the person’s situation or feelings.
  • Respect the person’s emotions.
  • Support the person by expressing concern, committing to help, and verbally recognizing their efforts to cope.
  • Explore the emotion further.

Avoid judgment or false reassurance.

Articles:
Help Patients Feel at Ease When Discussing Sensitive Topics

Use Simple Strategies to Help Patients Feel Good About Their Care

Promote Respect Among Colleagues

Continuing Education:
Empathetic Care in the Pharmacy

Ethics

What it is:
In healthcare, ethics involves “our sense of right and wrong and our beliefs about rights we possess and duties we owe others.”8

Why it’s important:
Ethics in healthcare helps guide our decision-making.8

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:
Keep in mind the four main principles of ethics in healthcare:8

  • the right of patients to make their own decisions.
  • to help patients advance their own good.
  • doing no harm to patients.
  • being fair.

 

Articles:
Don’t be Afraid to Speak Up for Safety

Be Vigilant With Rxs Written by a Prescriber for Themselves or Family

Keep Signs of Drug Diversion on Your Radar

 

Continuing Education:
Addressing Ethical Issues in the Pharmacy

Just Culture and Reporting Errors

Fraud, Waste, and Abuse for 2023

Resources:
Responding to Medication Errors

Leadership

What it is:
The process of influence in which one person is able to enlist the aid and support of others in accomplishing a common task.9

Why it’s important:
Leadership skills can help groups achieve their goals.  You have to be able to influence others to get things done.17

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:
Identify your strengths (i.e., skills, knowledge, and abilities).

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:
Look for Opportunities to Develop Your Leadership Skills

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:
Essential Skills for Leaders

Resources:
Skills for Effective Training and Mentoring

Certification and CE Requirements

Non-Stigmatizing and Inclusive Language

What it is:
The use of language that addresses all patients with respect and avoids assigning negative labels, stereotypes, and judgment, especially in patients with conditions that are often stigmatized (e.g., substance use disorder and other mental health conditions, HIV/AIDS, pain) or who are part of groups or communities that often experience social/economic discrimination and exclusion (e.g., older adults, LGBTQI+ populations, racial/ethnic minorities).22

Why it’s important:
Stigmatized language can cause isolation and misunderstanding and poor communication between patients and their healthcare providers which can lead to lack of trust, suboptimal healthcare, patient safety issues, and health inequity.22,23

Tips for developing:
Use person-first language, which places an emphasis on people rather than their diagnosis or condition; for example, saying “person with schizophrenia” versus “schizophrenic” or “patient who has diabetes” instead of “diabetic patient.”22

Learn about terms to avoid and what to say instead.  Use neutral, nonjudgmental phrases that are free from stigma. For example: 23-25

  • Use “person with substance use disorder” or “person with alcohol use disorder,” and avoid “addict” or “alcoholic.”
  • Use “older adult” or “persons over age 65,” and avoid “elderly” or “senior citizens.”
  • Use “person who is blind” or “accessible,” and avoid “blind person” or “handicapped.”

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:
Help Patients Feel at Ease When Discussing Sensitive Topics

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:  LGBTQI+ Patients

Cultural Competence and Unconscious Bias

Skills for Communicating Effectively with Patients

Problem-Solving

What it is:
Finding solutions to difficult or complex issues.  This often involves collaborating with others.17

Why it’s important:
Difficult or complex issues often present themselves in the day-to-day operations of pharmacies.

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:
Follow the four basic steps for problem solving:12

  • Define the problem in terms of fact.
  • Generate possible solutions, such as by brainstorming.
  • Choose a solution without bias and based on the chance of achieving the desired outcome.
  • Implement a solution, with consideration given to feedback from others who are affected, and evaluate the results.

 

Articles:
Help Your Pharmacy Team Adapt to Change

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:
Managing Drug Shortages

Optimizing Pharmacy Workflow

Situational Awareness

 

What it is:
Being aware of what’s happening around you.13

Why it’s important:
Situational awareness is important in order to optimize safety for yourself, your colleagues, and your patients.13

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
Always be alert, such as for anything around you that poses a threat or seems “off.”

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:
Be Ready to Navigate Med Issues During a Disaster or Emergency

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:
Human Trafficking Awareness in the Pharmacy

Teamwork

What it is:
Working together, such as to achieve a goal or complete a task.

Why it’s important:
Teamwork is an essential component of a healthy work environment, where positive results are most likely.14

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
Have a clear goal for your team.  Ensure optimal patient care is the primary goal.

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:
Help Your Pharmacy Team Adapt to Change

Use Strategies to Promote Teamwork in Your Pharmacy

Continuing Education:
Communicating With the Healthcare Team

Time Management

What it is:
Time management involves using your time effectively or productively.

Why it’s important:
Managing your time has benefits such as optimizing efficiency.

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
Make to-do lists.

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:
Limit the Impact of Distractions and Interruptions

Minimize Risk When Using Quick Codes

Use Strategies to Promote Teamwork in Your Pharmacy

Work as a Team to Navigate Staffing Shortages

Resources:
Optimizing Pharmacy Workflow

References

  1. 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).
  2. 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).
  3. 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.
  4. Horvat L, Horey D, Romios P, Kis-Rigo J. Cultural competence education for health professionals. Cochrane Database Syst Rev. 2014 May 5;(5):CD009405.
  5. 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).
  6. Hojat M, DeSantis J, Gonnella JS. Patient Perceptions of Clinician's Empathy: Measurement and Psychometrics. J Patient Exp. 2017 Jun;4(2):78-83. 
  7. Halpern J. What is clinical empathy?  J Gen Intern Med2003;18:670-4.
  8. Vermont Ethics Network. Medical ethics. https://vtethicsnetwork.org/medical-ethics/overview. (Accessed March 16, 2023).
  9. 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.
  10. Saltman DC, O'Dea NA, Kidd MR. Conflict management: a primer for doctors in training. Postgrad Med J. 2006 Jan;82(963):9-12.
  11. Simpao AF. Conflict management in the health care workplace. Physician Exec. 2013 Nov-Dec;39(6):54-6, 58.
  12. American Society for Quality. What is problem solving? https://asq.org/quality-resources/problem-solving. (Accessed March 16, 2023).
  13. Ferguson A. Situational awareness. February 21, 2021. https://www.safetyandhealthmagazine.com/articles/20880-situational-awareness. (Accessed March 20, 2023).
  14. 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).
  15. 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).
  16. 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).
  17. 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).
  18. ESoft Skills. Adaptability & flexibility. https://esoftskills.com/10-soft-skills-you-need-adaptability-and-flexibility-7/. (Accessed March 16, 2023).
  19. MindTools. How to be flexible in the workplace. https://www.mindtools.com/pages/article/flexibility-at-work.htm. (Accessed March 16, 2023).
  20. 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).
  21. Moreland T. 30 ways to increase adaptability skills. https://www.hrcsuite.com/30-ways-to-increase-adaptability-skills/. (Accessed March 16, 2023).
  22. Shatterproof. Addiction language guide. https://www.shatterproof.org/sites/default/files/2023-02/Stigma-AddictionLanguageGuide-v3.pdf. (Accessed May 3, 2023).
  23. 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).
  24. 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).
  25. 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).
  26. 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]