Even when a pharmacist’s clinical decision is appropriate, fear, frustration or misunderstanding can quickly turn a difficult conversation into a highly charged interaction. Knowing how to recognise distress, manage conflict and respond calmly is essential for protecting both patient safety and pharmacist wellbeing.
In this episode of Be Risk Ready, host Amy Minion, Lead Pharmacist, Education and Professional Development at PDL, is joined by Kay Dunkley, Executive Officer at Pharmacists’ Support Service, and Rebecca Kouimanis, Registered Psychologist and Clinical Manager of Incident Management at TELUS Health.
Together, they explore the difference between conflict and distress, why pharmacists shouldn’t take a patient’s response personally, and how clear explanations and practical next steps can help de-escalate challenging situations. You’ll also hear why short “regulation breaks”, reflective practice and seeking support are important professional skills—and how responding with intention, rather than reaction, can build resilience and make pharmacy practice more sustainable.
At the end of this podcast, pharmacist will be able to:
- Recognise common factors that contribute to conflict and challenging interactions in pharmacy practice.
- Identify communication approaches that support professional, patient-centred, and culturally responsive care in difficult situations.
- Apply strategies that help maintain professionalism, support wellbeing and enable effective management of challenging interactions I practice.
Pharmacists may determine that this activity is suitable for inclusion on their individual learning plan.
The following information is provided to assist in self-recording the activity.
He 2016 Competency Standards addressed by this activity include: 1.1., 1.3, 2.1, 2.3, 2.4, 4.1, and 4.2
AJP Accredited CPD identifier number: AJP26066
This activity has been accredited for 0.5 of Group One CPD (or 0.5 CPD credit) suitable for inclusion in an individual pharmacist’s CPD plan. Accreditation expires 30/6/2028.
