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CONTINUING PROFESSIONAL DEVELOPMENT
SUPPORTING PHARMACY PRACTICE
1. Which one of the following
statements is INCORRECT?
a) Actions that are distracting can assist
with active listening.
b) Supportive communication assists in
establishing rapport and relationships.
c) Classically, management is about
planning, delegating, inspiring,
influencing and motivating team
d) Both a and c are incorrect.
2. Which of the following activities
should a manager focus on when
building a team?
a) Role definition, goal setting, problem
solving and developing interpersonal
b) Avoid any discussion about conflicts
and relationships between team
c) Setting goals only.
d) Using team-building activities in
3. Which one of the following
statements is CORRECT?
a) Team functionality only needs a
b) Working as a team is more effective and
efficient than working alone.
c) The purpose for shaping a team culture
does not need to be defined.
d) Leaders who are solely visionary tend to
be transactional or task-based.
4. From the following statements,
choose the one that best describes
a) Involves an element of manipulating
b) Is only about initiating conversation.
c) Involves expressing views honestly and
d) Developing a clear message is not
b. Active listening
As a component of supportive
communication, active listening
ensures accurate messages are relayed.5
It is important that team members
make an effort to listen, make eye
contact, and show interest by using
an open body posture. Distracting
actions and interrupting should be
avoided. Team members should ask
questions without judgment, and
test biases so that messages are fairly
evaluated. Reflecting, paraphrasing,
and summarising what has been said
can ensure the correct message is
c. Assertive communication
Assertive communication includes
expressing views honestly and directly,
and is appropriate and effective
when dealing with people in trying to
In being assertive,
team members should attempt to
initiate, maintain, and terminate
This is made easier
where organisational heads define
issues, brainstorm options, and ensure
opinions are researched.
Being certain about desired outcomes
and developing a clear message helps
with being assertive. Be congruent,
descriptive, and specific.
stating intentions and objectives so the
other party doesn’t feel manipulated
is critical, as is keeping statements
concise, clear, and direct.
Eamon is ready to tighten
up the team
Eamon now sees his role as both leader
and manager. Whilst he needs to direct,
delegate, and run day-to-day processes,
he also needs to inspire, motivate, and
persuade his team to achieve pharmacy
practice and business goals.
Eamon sees the importance of building
a team to support the various functions
operating and expanding within his
pharmacy practice and business. He
will focus on building a team culture by
clarifying the culture within his team,
managing interpersonal relations,
defining roles, setting goals, and
identifying problems and solutions to
support building a highly functional
team within the pharmacy and with
fellow external healthcare delivery
He also sees the importance of effective
communication channels, systems,
and skills to ensure a functional
1,2,4,15 Eamon realises that as
a leader and manager he needs to
establish the organisation culture and
communication protocols, standards,
and procedures aligned with achieving
Whilst Eamon will continue working
with Matthew to further evolve business
team functionality through defining
roles and delegating tasks (see Part 2 in
the November issue), in the meantime
he will work on team building and
setting up communication frameworks.
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