Pause, Connect, Respond: Navigating Challenging Patient Conversations
Note: Enrolling you in this course does not register you for the live event. Please register here to attend the event on May 28 from 2-3 pm ET.
Community pharmacy teams regularly encounter emotionally charged situations—frustrated patients, medication access barriers, time pressures, and competing expectations. In these moments, the ability to pause, stay grounded, and communicate with clarity can make the difference between escalation and resolution. This webinar equips pharmacists, technicians, and student pharmacists with practical tools from coaching, emotional regulation, and communication science to navigate difficult conversations with confidence. Participants will learn how to pause before reacting, connect with patients through empathy and curiosity, and respond professionally while supporting patient care and team well-being.
This session is supported by an educational grant from the Cardinal Health Foundation.
Price
Members - Free
Non-Members - Free
Note: Enrolling you in this course does not register you for the live event. Please register here to attend the event on May 28 from 2-3 pm ET.
Community pharmacy teams regularly encounter emotionally charged situations—frustrated patients, medication access barriers, time pressures, and competing expectations. In these moments, the ability to pause, stay grounded, and communicate with clarity can make the difference between escalation and resolution. This webinar equips pharmacists, technicians, and student pharmacists with practical tools from coaching, emotional regulation, and communication science to navigate difficult conversations with confidence. Participants will learn how to pause before reacting, connect with patients through empathy and curiosity, and respond professionally while supporting patient care and team well-being.
This session is supported by an educational grant from the Cardinal Health Foundation.
Price
Members - Free
Non-Members - Free
Learning Objectives
1. Describe common drivers of patient distress that may contribute to challenging interactions in community pharmacy.
2. Recognize early signs that a patient interaction may be escalating.
3. Identify opportunities to pause and use intentional communication to prevent further tension.
4. Apply communication techniques that foster connection and de-escalation during difficult patient conversations.
04. Speaker(s)
05. Speaker Disclosure Statement
There are no relevant financial relationships with ACPE defined commercial interests for anyone who was in control of the content of the activity.
06. Acknowledgement of support
This session is supported by an educational grant from the Cardinal Health Foundation.
07. Pharmacist ACPE UAN#
08. Pharmacy Technician ACPE UAN#
09. Contact Hours
10. Activity Learning Type
ACPE Statement
NCPA is accredited by the Accreditation Council for Pharmacy Education as a provider of continuing pharmacy education. This program will provide 1.0 contact hours (0.1 CEUs) of continuing pharmacy education credit.
Activity Type
Instructions for Participation
To receive a certificate of completion that indicates your eligibility for continuing education credit, you must
- Register for the webinar via zoom and attend at the scheduled time.
- Obtain and claim an attendance code for this activity.
Interest
- Patient Safety
- Mental Health
- Staff development/training
- Leadership/Professional development
Software Requirements
Google Chrome (Latest Version) – Recommended Browser
Microsoft Edge (Latest Version)
Firefox (Latest Version)
Safari (Latest Version)
Adobe Acrobat Reader *REQUIRED TO VIEW PRINTABLE VERSION OF ANY PDF FILES*
Target Audience
Course Duration
| # | Sessions: | Starts: | Ends: | Location: |
|---|---|---|---|---|
| 1 | Pause, Connect, Respond: Navigating Challenging Patient ConversationsCommunity pharmacy teams regularly encounter emotionally charged situations—frustrated patients, medication access barriers, time pressures, and competing expectations. In these moments, the ability to pause, stay grounded, and communicate with clarity can make the difference between escalation and resolution. This webinar equips pharmacists, technicians, and student pharmacists with practical tools from coaching, emotional regulation, and communication science to navigate difficult conversations with confidence. Participants will learn how to pause before reacting, connect with patients through empathy and curiosity, and respond professionally while supporting patient care and team well-being.
This session is supported by an educational grant from the Cardinal Health Foundation.
| -- | -- | Zoom Virtual Virginia USA |
| * times shown in the time of the location | ||||
The following credits are available upon completion of these activities.
