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...Communication skills in pharmacy practice a practical guide for students and practitioners fifth edition wolters kluwer lippincott williams wilkins philadelphia baltimore new york london suenos aires hong kong sydney tokyo contents preface chapter patient centered overview introduction pharmacists responsibility care importance of meeting your responsibilities what is understanding medication use from the perspective encouraging more active role therapeutic monitoring view process summary review questions references principles elements interpersonal setting stage components model personal search meaning message perception cases suggested readings xvii xviii nonverbal versus verbal distracting detecting cues others dealing with sensitive issues overcoming factors barriers to environmental administrative time listening empathic responding well attitudes underlying empathy aspects problems establishing helping relationships assertiveness beginning exercise defining xix theoretical foundat...