Communication skills

Study year: 5th year
Semester: 9
Number of ECTS points: 2.5
Aim of course: The aim of the course is to enable students to understand basic concepts, models, principles and skills in the field of interpersonal communication as well as to grasp the importance of the effective professional communication in different job contexts and with various categories of actors: co-workers, patients, other experts and media.
Prerequisite: none.
Course content: The course consists of five thematic parts presented by the experts in the field of general communication theory and in the specific fields of professional communication in health services, pharmacy and biochemistry. In the introductory part general concepts, models and principles of verbal and nonverbal communication are presented. Using the methods of experiential approach to learning students are enabled to understand the characteristics of two-way communication and the relationship between the different communication levels. The communication process in the pharmacy is described in four phases: establishing contact, gathering data from the client, giving advice, and closing the contact. Students are exposed to the effective and ineffective forms of communication with clients using specially prepared video materials. The range of specific communication skills are demonstrated and discussed: active listening, asking questions, giving feedback. Students are also acquainted with the statistical data regarding the errors in drug administration and their harmful consequences. Students can also observe video materials showing patient reactions to the information about their illness and to the instructions about the drug use. Regarding the professional communication with other experts the presentation skills are described extensively covering five phases: planning, preparation of the text, practicing, performance and answering questions. Students are also informed about the purpose and importance of public communication in media regarding the new scientific achievements in biochemistry and drug production.
Literature:

Vizek Vidović, V., Janković, I., Pavleković, G., Juretić, D., Grundler et al. (2007) Collection of lecture presentations (electronic version), Faculty of Food Technology and Biotechnology
Tindall, W.N., Beardsley, R. , Kimberlin, C. (2002). Communication Skills in Pharmacy; Practice: A Practical Guide for Students and Practitioners, Lippincott Williams & Wilkins
Rijavec, M., Miljković, D. (2001) Menedžerske vještine 2, Kako savladati tremu, IEP-D2, Zagreb
McManus, J.(1998) Effective business speaking, Learning express, New York5. Reardon, K. K. (1998) Interpersonalna komunikacija, Zagreb, Alinea.
Brajša, P. (1993) Menađerska komunikacija. Varaždin: Varaždinska banka dd.

Teaching manner: seminars
Assesment: written exam
Teaching language: Croatian; teaching also possible in English

Lecturers and associates

Tit.	Name
prof. dr. sc.	Živka Juričić	Full professor