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Australia, 2020). While sometimes very
little can be done regarding workloads
during peak times, it’s important for
pharmacists to lead their teams with a
positive attitude. Stress, as with laughter,
is contagious, so trying to have positive
interactions with staff can help relieve
tension within the workplace.
Communication and information
Information can come from many sources.
However, it’s important to gather accurate
information from credible sources. This will
also help maintain perspective and
prompt a feeling of being more in control.
Listed under the resources section of
this document are ‘Reliable sources of
information’ for each state and territory,
as well as nationally.
During times of stress and workplace
pressure, different individuals respond
in many ways. It’s crucial to understand
what your individual response is and
to communicate this to others on your
team. A manager or owner opening up
and communicating how they’re feeling
will help other staff to feel more open
to communicating to others how they
respond to stress.
Suitable hand-over procedures can
minimise workload pressures by providing
clear information. This may minimise
any stress caused by uncertainty.
As pharmacies potentially move to
splitting their teams under COVID-19
operating procedures, the need for clear
communication is essential. One technique
is to use a communication book/diary
to record any information that may be
needed for staff on the next shift.
Some other tips for communicating well
within your team (prepared with assistance
from Dr Claire O’Reilly from the University
of Sydney) include:
• If someone is distressed, empathise with
their distress. Tell them you care and want
to help.
• Avoid statements such as ‘I understand
what you’re going through’. It’s better to
empathise with, for example, ‘That must
be really difficult for you’, or ‘That sounds
really tough’.
• Be prepared to listen (in a non-
judgemental manner). Let the person talk
before you offer help.
• Summarise to the person what they have
told you. This helps ensure you’re both on
the same page.
• Be aware of non-verbal communication.
Body language, tone of voice, facial
expressions or hand gestures can have
a significant impact on the conversation.
For example, keep eye contact
comfortable and be aware of your body
position, which should always be at the
same level, sitting or standing, as the
other person’s.
• Be conscious of privacy concerns
related to mental health medications
and discussions.
• Understand the culturally
sensitive nuances of different
communication styles.
Don’ts – in communication regarding
mental illness:
• Don’t ignore communication about
suicide or self-harm. Treat all
communication about suicide seriously.
• Don’t keep suicide a secret. If you’ve
become aware that someone is at risk
of suicide, you must communicate this
to someone.
• Don’t laugh about or trivialise someone’s
mental health symptoms.
‘Red flags’ to be aware of, which may mean
the patient should speak to someone
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RET AIL PHARMA C Y • MA Y 2020