- Email: [email protected]
The Communicator
•
Aresource for pharmacy students from Pfizer Pharmaceuticals Group and APhA·ASP
UJ
effective professionals get involved. They solve problems rather than let them simmer. Determine the nature of the conflict. For the most part, conflicts can be divided into fIve categories. Identify problems correctly, and you can heal the wound. Misdiagnose them, and you allow the disease to spread. Conflicts over personalities may occur because John is an introverted accountant from New York, Jane is an extroverted
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Resolving conflict: Everyday problems can « be conquered so relationships can be built r
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People who never experience conflict on the job are either living in a dream world, blind to their surroundings, or in solitary confinement! Because whenever two or three are gathered in any community for any reason at any time, there will inevitably be some form or degree of dissension, difficulty, or difference of opinion. Conflicts just happen. They can result from excellent work or poor work, from good or evil intentions, and from appropriate or inappropriate behavior. Because people come from such divergent experiences and backgrounds, think and reason so differently from one another, and communicate so uniquely, conflicts are not only possible but highly probable. When the inevitable conflict surfaces, we need to deal with it so that it does not drain our energy, infect our whole life, and sabotage our effectiveness. Deal with conflict promptly. Regardless of the size or scope of the problem, the fIrst step in conflict management is, simply, to deal with it. Certainly the most extensive and pressing confrontations cry loudest for our attention, but many a mountain is merely the consequence of a molehill left unattended. They all must be dealt with. Remember two key concepts here: sensitivity and willingness to resolve the situation. Those who have their eyes, ears, and minds open will see what others do not--{)r will not. Having a good sense of your surroundings and associates is the best way to recognize when and how conflicts arise . A willingness to act intelligently and decisively is equally important. While many are content to watch, wait, and wonder,
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Fill your summers with real-life pharmacy experiences Q & A with .. .Professor Renee Ahrens, PharmD Summer means school is out, but Renee Ahrens, PharmD, never completely believed that. While attending the Drake University College of Pharmacy and Health Sciences, Ahrens further developed her patient care skills while working in a variety of settings. Her hard work has paid off. Today, Ahrens is an assistant professor at the Shenandoah University School of Pharmacy and a community clinical faculty member responsible for advancing and promoting community pharmacy practice. At her innovative practice site, Leesburg (Va.) Pharmacy, Ahrens works on several projects in the area of weight management and on health screenings. Ahrens, whose teaching duties include coordinating and teaching a patient counseling and communications class , recently shared her patient-focused philosophy with The Communicator. She also provided food for thought for those pharmacy students on summer break. The Communicator: When you were a pharmacy student, what did you do during the summer to keep your mind focused on pharmacy? Ahrens: My summer were filled with real-life experiences. I worked in a variety of ettings, from a public hospital outpatient pharmacy to a nursing home consulting business. I cannot emphasize enough how important it is to work in a pharmacy setting while you are in school. It gave me the opportunity to see continued on page 18
''The Communicator," published five times per year in Pharmacy Student, provides practical tips on communication issues that affect the daily life of a student • ~ and information about the National Patient Counseling Competition, I conducted annually by the American Phannaceutical Assodation Academy APhA -ASP of Students of Phannacy in partnership with PfIzer Pharmaceuticals Group.
®
July/August 2001
•
Pharmxy Student 15
More tips on how to reslove conflict continuedfrom page 15
publicist from Los Angeles, and Sara is a sometimes introverted, sometimes extroverted, office manager from Dallas. Even those with similar backgrounds and experiences have conflicts because of personal habits and idiosyncrasies. Conflicts over goals occur when dedicated and driven professionals pursuing certain objectives run headlong into other dedicated and driven professionals pursuing other Dianna Booher objectives. Conflicts over values are the most difficult to resolve. The difference between attitudes and values is generally time. Values have taken root in a person's life and spread with vigor. Conflicts over circumstances occur when, for example, two employees want to take vacation the same week and both cannot be gone at the same time without causing serious workflow problems. Conflicts over facts involve differences in sources, authorities, and definitions. Determine the best method of solving a problem. Once you have categorized the kind of conflict staring you in the face, you will have a clearer understanding about the effort involved in resolving it and the potential for a successful resolution. Some will be quick; some will be never-ending. Plan your future actions and reactions accordingly. Accommodation is used when you yield to the other person's plans. This is a good strategy when the issue is important to them and relatively unimportant to you, when you cannot win or are wrong, when you want to bank a favor for later, or when harmony is more important than the issue. Compromise is the process of melding both parties' desires into an equally agreeable alternative. Use this method when the issue is important to both of you but not worth fighting to the bitter end, when the situation is temporary and will lead to a quick fix, or when you do not have time to haggle but need to meet some of your goals. Overpowering the other person to get your way is another option. Though sometimes seen as aggressive and domineering, this strategy can be effective and appropriate. This strategy is best used when the situation is an emergency and you have to act quickly. You may have to play the part of statesman and enforce unpopular principles or take unpopular actions for a higher good or goal. Collaboration----joining forces with the other person and working things out-is a final strategy. Make the effort and take the time to collaborate when the relationship is long-term
and the situation will be recurring, when both goals are too important to compromise, or when you need both people to buy in on the outcome. Creating a culture of conflict awareness and resolution is essential to effective business communications and productivity. Knowing how to identify and solve problems will determine whether you are an effective manager of inevitable conflict or one who leaves behind a trail of muddled opportunities and broken relationships. Author/speaker Dianna Booher is CEO of Booher Consultants, a Dallas-based communications firm. Her programs include communication and life balance/productivity. She has published 40 books, several of which have been major book club selections. For more information, go to www.booher.com.
Keep this in mind before you tan Before you have fun in the sun, review this skin cancer prevention primer from the Skin Cancer Foundation.
• Do sunscreens prevent skin cancer? Studies have shown that sunscreen use can prevent skin cancer. • Who is most at risk? People who always burn, never tan, and are fair with red or blonde hair, green or blue eyes, and freckles have a greater chance of developing skin cancer. • How should I use a sunscreen? Apply it in advance. Apply enough. Reapply frequently. Use broad-spectrum products with a high SPF. Do not rely on sunscreen alone. • Does clothing provide good sun protection? Dressing for sun protection is still one of the best ways to reduce your risk of skin cancer. Look for a tight weave, loose fit, and darker colors for more protection. • At what time of day is the sun most dangerous? The sun is most dangerous between lOam and 4 pm. Source: Adapted from www.skincancer.org.
July/August 2001
The National Patient Counseling Competition: 17 years of growth When Kami Dell of the University of North Carolina-Chapel Hill School of Pharmacy walked off the stage with the 2001 APhA-ASP-Pfizer US Pharmaceuticals National Patient Counseling Competition (NPCC) winner's plaque in hand, another successful competition had come to a close. At that moment, Sal Giorgianni, PharmD, director of external relations for Pfizer Pharmaceuticals Group, was already plotting for the 18th annual NPCC. "Let's shoot for 100% participation at next year's national meeting in Philadelphia," Giorgianni said with a nod to the pharmacy students, professors, and deans in the audience. Eighty of the 82 colleges and schools of pharmacy had representatives
compete in this year's NPCC, tying the record for most ever. With Giorgianni' s challenge out in the open, it is time to reflect on the past 17 years of the competition's growth, which has surpassed any expectations that Ken Leibowitz, NPCC cofounder, had when it started in 1985. "The high caliber of students participating in the competitions reflects positively on the faculty and courses at their schools. Students come to the competition thoroughly prepared, totally professional, and ready to demonstrate what they have learned," Leibowitz said. "APhA-ASP, Pfizer, and the U.S. Public Health Service should feel very proud of the profound influence they have had on the education oftoday's pharmacy students."
Talented winners &increasing numbers of schools 1985: John York, University of Michigan Number of participating schools: 31 1986: Susan Hughes, State University of New York-Buffalo Number of participating schools: 48 1987: Jonathan Schiller, St. John's University Number of participating schools: 53 1988: Joy Meier, Philadelphia College of Pharmacy and Science Number of participating schools: 60 1989: Kimberly Kill, St. Louis College of Pharmacy Number of participating schools: 65 1990: Jose Rey, University of Florida Number of participating schools: 70 1991: Martha Wall, University of North Carolina-Chapel Hill Number of participating schools: 70 1992: Marissa Buttaro, Philadelphia College of Pharmacy and Science Number of participating schools: 70 1993: Kim Helmbrecht, University of Iowa Number of participating schools: 75 1994: Kristen Thomas, Campbell University Number of participating schools: 75 1995: Jennifer Schoelles, University of Florida Number of participating schools: 73 1996: Marie Belshe, University of California-San Francisco Number of participating schools: 74
July/August 2001
1997: Joanna Labrecque, Campbell University Number of participating schools: 74 1998: Tamar Nicholas, Albany College of Pharmacy Number of participating schools: 75 1999: Melissa Selby, University of Colorado Number of participating schools: 76 2000: Katie Cubria, Drake University Number of participating schools: 80 2001: Kami Dell, University of North Carolina~hapel Hill Number of participating schools: 80
Joanna Labrecque educates a patient during the 1997 National Patient Counseling Competition.
Preparation for the 2002 competition will begin soon. Check future issues of The Communicator for more information.
Q & A with .. . Professor Renee Ahrens, PharmD continued from page 15 how the knowledge I was learning in school related to my chosen profession. I also realized I should have studied more! Through these experiences, you learn about other aspects of the pharmacy profession, including how to effectively serve and deal with the public. There are Renee Ahrens definitely good and bad days, but, overall, you realize how you can impact patients' lives. TC: What can students do this summer to hone their communication skills? Ahrens: During the summer, most students will work fulltime. I know that I needed to! Students will come in contact with many different types of people. Practice listening to patients, looking them in the eye, and giving them your full attention. Students will be amazed at what patients will tell them when they feel that the pharmacist cares. This information often proves useful when considering their therapy and providing counseling. The other important skill to hone is patience. Students will come into contact with impatient and angry patients. They should put themselves in the patient's shoes as much as possible. Patients are oftentimes sick, have spent all day in the doctor's office, and may be upset over their diagnosis. They do not understand the process of filling a prescription, and 0 they can become upset when delays occur. If pharmacists can empathize with patients, they can educate patients on the roles and responsibilities of the profession. We do not just lick, stick, count, and pour! Through these interactions, pharmacists will develop lasting professional relationships with patients, and in tum, feel rewarded. TC: What advice do you have for students participating in summer internships? Ahrens: Try everything. Summer internships are a time to explore the many different types of pharmacy practice that are available. Take a job in a different type of practice setting each ummer and explore the opportunities available. Do not be afraid to look at a national internship. Many of the pharmacy a sociations offer a summer internship, and the U.S. Public Health Service offers different opportunities within its departments. Once an internship begins, identify areas to explore more fully and ask your preceptor to allow more time to investigate those areas. There are so many opportunities out there in pharmacy, and students may discover a career path that they had not thought about. TC: Describe your patient communication philosophy. Ahrens: My patient communication philosophy can be summed up in four words: "The patient comes first." I believe that patients can tell when pharmacists are truly con-
cemed. If pharmacists communicate that belief through both verbal and nonverbal interactions, they will find that patients will open up and talk about their medications and diseases. Working with patients can be frustrating, but it can also be incredibly rewarding. Pharmacists can positively influence patients' lives. TC: What skills that you gained during your community pharmacy residency experience have been incorporated into your current career? Ahrens: During my community pharmacy residency, I was exposed to many different aspects of pharmacy. I was a preceptor for students in their fourth-year rotations, clinical coordinator for disease state management programs within the pharmacy, co-investigator in several large drug trials, and lecturer in a university setting. These varied experiences gave me a broad array of skills to draw from in my current position as an assistant professor. When I started my residency, I never expected to end up in academia. A community residency gives you different opportunities to develop programs and become a fully-functioning independent practitioner. I learned how to motivate patients and use patient language when counseling. Overall, I developed confidence in my knowledge and skills. It was a great experience. TC: Millions of patients have problems with health literacy. What positive role can pharmacists play in this area? Ahrens: Pharmacists are in an ideal position to help patients understand medical information. Pharmacists see patients on a regular basis-more often than other health care professionals. Through regular interaction, pharmacists can give information to patients regarding their disease states and provide education. Pharmacists can also help identify patients who have low literacy and provide resources to help these patients. Most patients will not readily admit that they cannot read or have difficulty with instructions. Oftentimes, it is through patient interviewing and counseling that this information can be obtained. Pharmacists need to be sensitive to these issues and be aware that they exist. It may take paying attention to body language to help identify problems. TC: Do you have some tips for resolving conflict with a patient? Ahrens: Listen to the patient. See if there is some truth in what they are saying. Above all, do not become defensive. Our natural reaction is to defend ourselves if we are being verbally attacked. If you are able to stay calm, then the patient may also calm down. If the patient continues to yell or is upset, then offer to write down their complaints. In the simple act of listing their complaints, patients will slow down and articulate more clearly their problem. Once the heart of the problem is discovered, then solutions can begin. Be aware that patients may have a valid complaint. It is up to the pharmacist to take the time to talk with them to find out. July/August 2001
Aresource for pharmacy students from Pfizer Pharmaceuticals Group and APhA·ASP
UJ
effective professionals get involved. They solve problems rather than let them simmer. Determine the nature of the conflict. For the most part, conflicts can be divided into fIve categories. Identify problems correctly, and you can heal the wound. Misdiagnose them, and you allow the disease to spread. Conflicts over personalities may occur because John is an introverted accountant from New York, Jane is an extroverted
U
Z
UJ
ex: UJ u.. UJ ex: UJ
ex: :> r :> u.. ex: o u.. UJ
~
CJ)
Resolving conflict: Everyday problems can « be conquered so relationships can be built r
o
z
:>
o ....J ....J
:>
a..
People who never experience conflict on the job are either living in a dream world, blind to their surroundings, or in solitary confinement! Because whenever two or three are gathered in any community for any reason at any time, there will inevitably be some form or degree of dissension, difficulty, or difference of opinion. Conflicts just happen. They can result from excellent work or poor work, from good or evil intentions, and from appropriate or inappropriate behavior. Because people come from such divergent experiences and backgrounds, think and reason so differently from one another, and communicate so uniquely, conflicts are not only possible but highly probable. When the inevitable conflict surfaces, we need to deal with it so that it does not drain our energy, infect our whole life, and sabotage our effectiveness. Deal with conflict promptly. Regardless of the size or scope of the problem, the fIrst step in conflict management is, simply, to deal with it. Certainly the most extensive and pressing confrontations cry loudest for our attention, but many a mountain is merely the consequence of a molehill left unattended. They all must be dealt with. Remember two key concepts here: sensitivity and willingness to resolve the situation. Those who have their eyes, ears, and minds open will see what others do not--{)r will not. Having a good sense of your surroundings and associates is the best way to recognize when and how conflicts arise . A willingness to act intelligently and decisively is equally important. While many are content to watch, wait, and wonder,
• UJ
U Z
UJ
a::: u.. a:::
UJ UJ UJ
a:::
:> f:::> u. a:::
o u. UJ
>
« CJ) o
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:::>
o ....J ....J
:::> a..
•
8
continued on page 16
Fill your summers with real-life pharmacy experiences Q & A with .. .Professor Renee Ahrens, PharmD Summer means school is out, but Renee Ahrens, PharmD, never completely believed that. While attending the Drake University College of Pharmacy and Health Sciences, Ahrens further developed her patient care skills while working in a variety of settings. Her hard work has paid off. Today, Ahrens is an assistant professor at the Shenandoah University School of Pharmacy and a community clinical faculty member responsible for advancing and promoting community pharmacy practice. At her innovative practice site, Leesburg (Va.) Pharmacy, Ahrens works on several projects in the area of weight management and on health screenings. Ahrens, whose teaching duties include coordinating and teaching a patient counseling and communications class , recently shared her patient-focused philosophy with The Communicator. She also provided food for thought for those pharmacy students on summer break. The Communicator: When you were a pharmacy student, what did you do during the summer to keep your mind focused on pharmacy? Ahrens: My summer were filled with real-life experiences. I worked in a variety of ettings, from a public hospital outpatient pharmacy to a nursing home consulting business. I cannot emphasize enough how important it is to work in a pharmacy setting while you are in school. It gave me the opportunity to see continued on page 18
''The Communicator," published five times per year in Pharmacy Student, provides practical tips on communication issues that affect the daily life of a student • ~ and information about the National Patient Counseling Competition, I conducted annually by the American Phannaceutical Assodation Academy APhA -ASP of Students of Phannacy in partnership with PfIzer Pharmaceuticals Group.
®
July/August 2001
•
Pharmxy Student 15
More tips on how to reslove conflict continuedfrom page 15
publicist from Los Angeles, and Sara is a sometimes introverted, sometimes extroverted, office manager from Dallas. Even those with similar backgrounds and experiences have conflicts because of personal habits and idiosyncrasies. Conflicts over goals occur when dedicated and driven professionals pursuing certain objectives run headlong into other dedicated and driven professionals pursuing other Dianna Booher objectives. Conflicts over values are the most difficult to resolve. The difference between attitudes and values is generally time. Values have taken root in a person's life and spread with vigor. Conflicts over circumstances occur when, for example, two employees want to take vacation the same week and both cannot be gone at the same time without causing serious workflow problems. Conflicts over facts involve differences in sources, authorities, and definitions. Determine the best method of solving a problem. Once you have categorized the kind of conflict staring you in the face, you will have a clearer understanding about the effort involved in resolving it and the potential for a successful resolution. Some will be quick; some will be never-ending. Plan your future actions and reactions accordingly. Accommodation is used when you yield to the other person's plans. This is a good strategy when the issue is important to them and relatively unimportant to you, when you cannot win or are wrong, when you want to bank a favor for later, or when harmony is more important than the issue. Compromise is the process of melding both parties' desires into an equally agreeable alternative. Use this method when the issue is important to both of you but not worth fighting to the bitter end, when the situation is temporary and will lead to a quick fix, or when you do not have time to haggle but need to meet some of your goals. Overpowering the other person to get your way is another option. Though sometimes seen as aggressive and domineering, this strategy can be effective and appropriate. This strategy is best used when the situation is an emergency and you have to act quickly. You may have to play the part of statesman and enforce unpopular principles or take unpopular actions for a higher good or goal. Collaboration----joining forces with the other person and working things out-is a final strategy. Make the effort and take the time to collaborate when the relationship is long-term
and the situation will be recurring, when both goals are too important to compromise, or when you need both people to buy in on the outcome. Creating a culture of conflict awareness and resolution is essential to effective business communications and productivity. Knowing how to identify and solve problems will determine whether you are an effective manager of inevitable conflict or one who leaves behind a trail of muddled opportunities and broken relationships. Author/speaker Dianna Booher is CEO of Booher Consultants, a Dallas-based communications firm. Her programs include communication and life balance/productivity. She has published 40 books, several of which have been major book club selections. For more information, go to www.booher.com.
Keep this in mind before you tan Before you have fun in the sun, review this skin cancer prevention primer from the Skin Cancer Foundation.
• Do sunscreens prevent skin cancer? Studies have shown that sunscreen use can prevent skin cancer. • Who is most at risk? People who always burn, never tan, and are fair with red or blonde hair, green or blue eyes, and freckles have a greater chance of developing skin cancer. • How should I use a sunscreen? Apply it in advance. Apply enough. Reapply frequently. Use broad-spectrum products with a high SPF. Do not rely on sunscreen alone. • Does clothing provide good sun protection? Dressing for sun protection is still one of the best ways to reduce your risk of skin cancer. Look for a tight weave, loose fit, and darker colors for more protection. • At what time of day is the sun most dangerous? The sun is most dangerous between lOam and 4 pm. Source: Adapted from www.skincancer.org.
July/August 2001
The National Patient Counseling Competition: 17 years of growth When Kami Dell of the University of North Carolina-Chapel Hill School of Pharmacy walked off the stage with the 2001 APhA-ASP-Pfizer US Pharmaceuticals National Patient Counseling Competition (NPCC) winner's plaque in hand, another successful competition had come to a close. At that moment, Sal Giorgianni, PharmD, director of external relations for Pfizer Pharmaceuticals Group, was already plotting for the 18th annual NPCC. "Let's shoot for 100% participation at next year's national meeting in Philadelphia," Giorgianni said with a nod to the pharmacy students, professors, and deans in the audience. Eighty of the 82 colleges and schools of pharmacy had representatives
compete in this year's NPCC, tying the record for most ever. With Giorgianni' s challenge out in the open, it is time to reflect on the past 17 years of the competition's growth, which has surpassed any expectations that Ken Leibowitz, NPCC cofounder, had when it started in 1985. "The high caliber of students participating in the competitions reflects positively on the faculty and courses at their schools. Students come to the competition thoroughly prepared, totally professional, and ready to demonstrate what they have learned," Leibowitz said. "APhA-ASP, Pfizer, and the U.S. Public Health Service should feel very proud of the profound influence they have had on the education oftoday's pharmacy students."
Talented winners &increasing numbers of schools 1985: John York, University of Michigan Number of participating schools: 31 1986: Susan Hughes, State University of New York-Buffalo Number of participating schools: 48 1987: Jonathan Schiller, St. John's University Number of participating schools: 53 1988: Joy Meier, Philadelphia College of Pharmacy and Science Number of participating schools: 60 1989: Kimberly Kill, St. Louis College of Pharmacy Number of participating schools: 65 1990: Jose Rey, University of Florida Number of participating schools: 70 1991: Martha Wall, University of North Carolina-Chapel Hill Number of participating schools: 70 1992: Marissa Buttaro, Philadelphia College of Pharmacy and Science Number of participating schools: 70 1993: Kim Helmbrecht, University of Iowa Number of participating schools: 75 1994: Kristen Thomas, Campbell University Number of participating schools: 75 1995: Jennifer Schoelles, University of Florida Number of participating schools: 73 1996: Marie Belshe, University of California-San Francisco Number of participating schools: 74
July/August 2001
1997: Joanna Labrecque, Campbell University Number of participating schools: 74 1998: Tamar Nicholas, Albany College of Pharmacy Number of participating schools: 75 1999: Melissa Selby, University of Colorado Number of participating schools: 76 2000: Katie Cubria, Drake University Number of participating schools: 80 2001: Kami Dell, University of North Carolina~hapel Hill Number of participating schools: 80
Joanna Labrecque educates a patient during the 1997 National Patient Counseling Competition.
Preparation for the 2002 competition will begin soon. Check future issues of The Communicator for more information.
Q & A with .. . Professor Renee Ahrens, PharmD continued from page 15 how the knowledge I was learning in school related to my chosen profession. I also realized I should have studied more! Through these experiences, you learn about other aspects of the pharmacy profession, including how to effectively serve and deal with the public. There are Renee Ahrens definitely good and bad days, but, overall, you realize how you can impact patients' lives. TC: What can students do this summer to hone their communication skills? Ahrens: During the summer, most students will work fulltime. I know that I needed to! Students will come in contact with many different types of people. Practice listening to patients, looking them in the eye, and giving them your full attention. Students will be amazed at what patients will tell them when they feel that the pharmacist cares. This information often proves useful when considering their therapy and providing counseling. The other important skill to hone is patience. Students will come into contact with impatient and angry patients. They should put themselves in the patient's shoes as much as possible. Patients are oftentimes sick, have spent all day in the doctor's office, and may be upset over their diagnosis. They do not understand the process of filling a prescription, and 0 they can become upset when delays occur. If pharmacists can empathize with patients, they can educate patients on the roles and responsibilities of the profession. We do not just lick, stick, count, and pour! Through these interactions, pharmacists will develop lasting professional relationships with patients, and in tum, feel rewarded. TC: What advice do you have for students participating in summer internships? Ahrens: Try everything. Summer internships are a time to explore the many different types of pharmacy practice that are available. Take a job in a different type of practice setting each ummer and explore the opportunities available. Do not be afraid to look at a national internship. Many of the pharmacy a sociations offer a summer internship, and the U.S. Public Health Service offers different opportunities within its departments. Once an internship begins, identify areas to explore more fully and ask your preceptor to allow more time to investigate those areas. There are so many opportunities out there in pharmacy, and students may discover a career path that they had not thought about. TC: Describe your patient communication philosophy. Ahrens: My patient communication philosophy can be summed up in four words: "The patient comes first." I believe that patients can tell when pharmacists are truly con-
cemed. If pharmacists communicate that belief through both verbal and nonverbal interactions, they will find that patients will open up and talk about their medications and diseases. Working with patients can be frustrating, but it can also be incredibly rewarding. Pharmacists can positively influence patients' lives. TC: What skills that you gained during your community pharmacy residency experience have been incorporated into your current career? Ahrens: During my community pharmacy residency, I was exposed to many different aspects of pharmacy. I was a preceptor for students in their fourth-year rotations, clinical coordinator for disease state management programs within the pharmacy, co-investigator in several large drug trials, and lecturer in a university setting. These varied experiences gave me a broad array of skills to draw from in my current position as an assistant professor. When I started my residency, I never expected to end up in academia. A community residency gives you different opportunities to develop programs and become a fully-functioning independent practitioner. I learned how to motivate patients and use patient language when counseling. Overall, I developed confidence in my knowledge and skills. It was a great experience. TC: Millions of patients have problems with health literacy. What positive role can pharmacists play in this area? Ahrens: Pharmacists are in an ideal position to help patients understand medical information. Pharmacists see patients on a regular basis-more often than other health care professionals. Through regular interaction, pharmacists can give information to patients regarding their disease states and provide education. Pharmacists can also help identify patients who have low literacy and provide resources to help these patients. Most patients will not readily admit that they cannot read or have difficulty with instructions. Oftentimes, it is through patient interviewing and counseling that this information can be obtained. Pharmacists need to be sensitive to these issues and be aware that they exist. It may take paying attention to body language to help identify problems. TC: Do you have some tips for resolving conflict with a patient? Ahrens: Listen to the patient. See if there is some truth in what they are saying. Above all, do not become defensive. Our natural reaction is to defend ourselves if we are being verbally attacked. If you are able to stay calm, then the patient may also calm down. If the patient continues to yell or is upset, then offer to write down their complaints. In the simple act of listing their complaints, patients will slow down and articulate more clearly their problem. Once the heart of the problem is discovered, then solutions can begin. Be aware that patients may have a valid complaint. It is up to the pharmacist to take the time to talk with them to find out. July/August 2001