importance of communication skills in pharmacy

A good communication begins with respect for other coworkers and a willingness to be team player. 66.71.190.133 If a provider thinks a pharmacy is making it difficult for their patient to get the proper care, theyll think twice about sending anyone else there. Schwartzman E, Chung EP, Sakharkar P, Law AV. https://accesspharmacy.mhmedical.com/content.aspx?bookid=512§ionid=41742432. WebMy experience as a community officer has taught me the importance of clear communication and building solid relationships with the community. If you need to make more, offer written handouts they can refer back to later. Properly design presentation visual aids. Research is needed to determine how best to approach teaching patient-pharmacist communication. Kolb DA: Experiential learning: experience as the source of learning and development. According to the National Healthcareer Associations (NHA) 2021 Industry Outlook, employers stated effective communication as 1 of the 3 most important soft skills for pharmacy technicians to have. Good communication is perhaps more important in healthcare than in any other field. But without communication skills, they may not know how to address it with the pharmacist, the providers, or even the patient. For e.g.if someone was told something they like they would generally be wide eyed and smiling. A systems approach to scaffold communication skills development. Accreditation standards for the five-year fully integrated masters degree programmes in pharmacy. 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Pharmacy Council of New Zealand. Collaboration is much desired and needed in order to improve patient care and health outcomes. Effective communication with patients is essential and improves health outcomes [1]. Has the preceptor outlined any special requirements or instructions for how this presentation should be delivered? In this way, NVivo will be used to sort these patterns and statements into categories and theories to visualise a model of the links between contexts, the mechanisms and outcomes of educational interventions for communications development in pharmacy. Fortunately, NHAs virtual simulation learning resource. . WebThe Importance of Communication. Pharmacy teams are no exception; as the bridge between the pharmacist and the patient, its especially important for pharmacy technicians to develop good communication skills. Any study published only in abstract form will be excluded at this stage, as the full paper must be accessible to proceed to full review. Being able to give and receive information is the key to provide effective care to the patient. A realist review protocol. There are currently no other realist reviews in the pharmacist communication space. Yes, the technician has learned a lesson of some sort, but at expensive price. Here are five ways you can enhance your patient-provider communication. How should communications training be incorporated into pharmacy curricula? Show me how you would(when demonstrating skills and techniques), If patients struggle to articulate their concerns, direct them to, resources that will help them formulate the right questions, Plain language with shorter, more familiar words and sentences, Large, easy-to-read fonts and plenty of white space, Visual aids, such as diagrams or simple illustrations, Pharmacy contact information, including a phone number and email, Increase Retention and Revenue With Effective Patient Communication, In todays digital world, pharmacists can benefit from leveraging solutions that will simplify communication and increase engagement. FM, PP and MD were responsible for providing guidance on realist review methodology and providing feedback on the protocol. The authors declare that they have no competing interests. Develop strategies for improving your writing. 2007;15(2):1014. Correspondence to Article Improving communication skills of pharmacy students through effective precepting. Am J Pharm Educ. In the case of patient counseling, patients are less likely to be distracted by the pharmacys bustle. If you get frustrated, your volume may increase, your speaking speed may accelerate, and you may assume a clipped, unfriendly tone (a sure turnoff for others). Once your presentation is complete, do you have enough time to practice and fine tune? Competence Standards for the Pharmacy Profession. Providers prefer to work with a pharmacy they can trust to provide a good patient experience (more on that later). 2011;83(3):43242. Finally, the overall importance of good communication skills was a universal comment from students. The searches will be undertaken by a member of the team (AK) and will focus on identifying research published in English from 1996 onwards. While health literacy can vary based on age, location, education, and other demographics, its often contextual and independent of literacy in other industries or areas. Instead, try for something more open-ended, such as What questions do you have? or What would you like me to go over again or clarify? This solicits questions without putting anyone on the spot or making them feel like they didnt understand the material. Non-verbal communication consists of expressions, tone of voice, eye contact, and actions. Accessed 20 July 2016. Papers will be excluded if they are not related to a pharmacy context, such as those relating to other healthcare professions, if they are not related to the development of communication skills or if they are not related to interpersonal patient-pharmacist communication. Providers prefer to work with a pharmacy they can trust to provide a good patient experience (more on that later). Yes, the technician has learned a lesson of some sort, but at expensive price. PersonAbility meets the need for a soft skills certification/training solution that effectively helps clinicians improve in key areas such as communication, empathy, and professionalism. Strive to maintain a consistent volume, speaking speed, and tone. J Basic Clin Pharm. 2014 [http://napra.ca/Content_Files/Files/Comp_for_Cdn_PHARMACISTS_at_EntrytoPractice_March2014_b.pdf]. Patient Educ Couns. Person B, on the other hand, may need more information: what needs to be done, why its important, what happens if its not done, and so on. Professionals that did enter the industry learned to communicate effectively on the job. Med Educ. Communication Skills Strong written and verbal communication skills could mean the difference between patients taking medications properly and misunderstandings with potentially serious consequences. If a conversation becomes especially heated, excuse yourself (politely) for a minute or ask to reschedule the discussion for a later time. A few other ways to simplify communication: The Centers for Disease Control and Prevention (CDC) offers Plain Language Resources so healthcare professionals can make health information easier to understand. There have, however, been studies about pharmacists communication with patients which suggest that these skills are not always applied [5, 13, 14]. The Importance of Communication Skills for Pharmacy Technicians, There are several range of non-verbal communication, including eye contact and gaze, facial expression, body movement, body posture, distance kept form others, touch and even smell. Pharm Educ. While learning on the job is a valid way to gain experience in soft skills, sometimes, a challenging patient-technician interaction can wreak havoc. Person A may just want the facts: what needs to be done and when. London: Pharmaceutical Press; 2002. 2008;72(2):35. There are so many communication skills, some more complex than others BMJ Open. Do not assume that people are listening to you. A study of instruction and assessment of communication skills in the United States of America and Canada found that most schools of pharmacy reported using lectures as the primary mode of teaching and written examinations for assessing communication skills [24]. The tessellated diagram illustrates that process is not necessarily linear, and that realist reviews are iterative by nature and movement will be required between stages. 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Communication is also a vital part of building good relationships between members of the pharmacy team. A 2012 survey found that customer service was the second most important factor for patients when choosing a pharmacy. 2: teaching and learning communication skills in medicine-a review with quality grading of articles. If you find yourself explaining the same problem or process repeatedly, consider keeping copies of stepby- step instructions handy. 2006;2(2):15385. Additionally, as more and more community members line up for COVID-19 vaccines at their neighborhood pharmacy, the need for solid soft skills becomes even more crucial for pharmacy technicians to avoid conflict, poor reviews and patient frustration. BMJ. Cookies policy. Pawson R, Greenhalgh T, Harvey G, Walshe K. Realist review--a new method of systematic review designed for complex policy interventions. A large amount of deductive coding, based on the initial programme theory, will be carried out. The team plans to maintain and update the bibliography related to the review question. For pharmacy education programs and pharmacy employers, NHAs interactive, all-in-one learning and assessment tool can equip current and aspiring technicians to handle those typical, day-to-day interactions with ease. It's essential for a team leader to possess excellent communication skills and regularly get in touch with employees and clients to ensure they are happy. Springer Nature. These are theories that are used to explain the interaction between mechanisms and context to influence outcomes. Non-verbal communication | 1. WebCOMMUNICATION SKILL Communication: The act of imparting news or information or means of connecting places. Suggestions for Improvement Students identified the need for preceptor training or continuing professional development to improve the consistency of the placement experience. and aid pattern recognition. But patient needs have become more complex since then, and, as a result, patients are more likely to have different specialists for different needs. Patient Educ Couns. 2006;70(3):T1. Simpson M, Buckman R, Stewart M, Maguire P, Lipkin M, Novack D, Till J. Doctor-patient communication: the Toronto consensus statement. The messaging solution increases communication effectiveness and security, allowing pharmacists to initiate real-time conversations on a HIPAA-compliant platform. The aim is to produce a realist review that explores the context, mechanisms and outcomes regarding educational interventions for communication skills for pharmacy students in undergraduate and post-graduate education and qualified pharmacists. WebImportance Of Communication In Pharmacy Level 3 Unit 1 Promote Communication in Health. A 2012 surveyfound that customer service was the second most important factor for patients when choosing a pharmacy. Patient Educ Couns. I have strong communication and interpersonal skills, working well in team environments. As a nurse I need to be clear, concise when talking and to write effectively. Move to a private area of your workplace. Advanced training is also needed for qualified pharmacists, particularly those involved in providing extended services, as part of life-long learning [21]. Am J Pharm Educ. Giving Feedback. A broad literature search will be undertaken within the following databases: Medline (PubMed), EMBASE, ERIC for educational resources, Web of Science and PsycInfo. Patient Educ Couns. A pharmacist plays an important role in helping people maintain their health. Aspegren K. BEME Guide No. Identify key information needed when preparing a presentation. How can pharmacists develop competency and skills needed in Judith Strawbridge. WebI have strong communication and interpersonal skills, working well in team environments. Each paper that is accepted at this stage will proceed to the full text retrieval. Communication is the process of exchanging information, thoughts, and ideas between individuals or groups. Accessed 20 July 2016. van Hulten R, Blom L, Mattheusens J, Wolters M, Bouvy M. Communication with patients who are dispensed a first prescription of chronic medication in the community pharmacy. hbspt.cta._relativeUrls=true;hbspt.cta.load(1430252, 'c5edbf73-b8b9-4e68-84d7-056bbf4f4fa2', {"useNewLoader":"true","region":"na1"}); Copyright 2022 National Healthcareer Association. With practice and interactive training modules from PersonAbility, pharmacy technicians can improve their communication skills to improve performance and become an even more valuable part of the pharmacy team. Designed to help students, pharmacists, and pharmacy technicians become effective counselors and advocates for patients, this text presents communication WebUNIT - 1 Communication Skills: Introduction, Definition, The Importance of Communication, The Communication Process Source, Message, Encoding, These differences have led to inconsistent communication-based learning outcomes and teaching modalities [15, 23]. PubMed Pharmacy Practice 3rd edn. In pharmacy practice, using interpersonal skills within the workplace is an important activity with other pharmacy staff and other healthcare providers. Additionally, as more and more community members line up for COVID-19 vaccines at their neighborhood pharmacy, the need for solid soft skills becomes even more crucial for pharmacy technicians to avoid conflict, poor reviews and patient frustration. Explain the dimensions of nonverbal communication. Code 1 - Kinesics / Use of the body Gestures Emblems - gestures with explicit meaning and dictionary definitions Illustrator - gestures that accompany verbal message Adaptors - Touching behaviors that reveal internal states such as anxiety self adaptors object adaptors - handling of objects other adaptors - touching other people Eye contact / Oculesics both people are looking directly into each others eyes Functions regulates interaction monitors interaction signals cognitive activity expresses involvement. Please click Continue to continue the affiliation switch, otherwise click Cancel to cancel signing in. While learning on the job is a valid way to gain experience in soft skills, sometimes, a challenging patient-technician interaction can wreak havoc. This site uses cookies to provide, maintain and improve your experience. Studies that meet inclusion criteria will be further assessed for relevance and may be excluded if they do not include any information relevant to programme theory development or refinement. This essay highlights the importance of, and some common barriers to, effective communication in the healthcare setting. A combination of MeSH terms and keywords will be used to capture studies of interest. WebPossessing strong communication and interpersonal skills has helped me maintain a professional, collaborative relationship with many healthcare professionals. Google Scholar. You know you would have to present a brief description of the patient's medical history. Good communication skills are needed for complex activities such as conducting medicine reviews, motivating people to adhere to medicines and health promotion [4].Pharmacists must, therefore, adapt their communication to the wide variety of patient needs and achieve patient-centred communication [5, 6]. Being friendly is one aspect of good customer service, but its far from the only one. 2013;11:21. Judgements will be made on the relevance and rigour of the retrieved literature and will be taken into consideration during analysis and synthesis. CAS The first step was to clarify the scope of the review, the review questions, nature of communications training and the purpose of the review [25] A scoping review of pharmacy communication skills education helped to clarify this and revealed the potential for further research in this area. The references used in this protocol are available online on the databases listed including PubMed, ERIC, EMBASE, PsycInfo, Web of Science and Scopus. Google Scholar. volume6, Articlenumber:14 (2017) Chevalier BA, Watson BM, Barras MA, Cottrell WN. This benefits the pharmacistpatient relationship in 2 important ways. Accessibility Ability to identify root causes of inefficiencies and proffer business intelligence turnaround solutions for operational efficiency. Study characteristics of the included papers will be entered separately into a data extraction form, which has been developed by AK in consultation with the team. The World Health Organization (WHO) report entitled The role of the pharmacist in the health care system: preparing the future pharmacist identified the pharmacist as a communicator [2]. The most common methods of patient communication today are: Recent trends in patient communication have encouraged a focus on developing lasting patient relationships and personalizing care. Pharmacy techniciansplay a key role in shaping the patients experience, which is why their communication skills need to be top-notch. Web-Provide a variety of immunizations. If a provider thinks a pharmacy is making it difficult for their patient to get the proper care, theyll think twice about sending anyone else there. People nod and say Uh-huh to be agreeable; these conversational reactions are social niceties. Pharmacists should refine their communication styles and patterns constantly to ensure patients receive the information they require for effective treatment. Using this iterative process, the initial programme theory will be refined based on interrogation and analysis of this data. Communicating with patients: skills assessment in US colleges of pharmacy. Non-verbal communication or demonstrative communication comes in many forms. A realist review takes a different position on how to judge research quality and aims to examine whether the study is fit for purpose according to relevance and rigour [43]. With a searchable database, pharmacists can target patients for one-on-one conversations and simplify message personalization. Search terms use subject headings, where thesauri exist, in conjunction with free text terms using truncation and appropriate Boolean operators. Instead of saying Do you understand or Does that make sense? have them demonstrate their knowledge with openers like: This also helps you confirm that youve explained things in a way your patient understands. PP is a general practitioner and is a communication trainer for medical students at the Department of Family Medicine and Primary Health Care, Ghent University. This is the way in which someone holds their self, the way the stand etc. PersonAbility meets the need for a soft skills certification/training solutionthat effectively helps clinicians improve in key areas such as communication, empathy, and professionalism. Individuals who are aware of nonverbal actions during conversations can more effectively interpret what is being communicated. Developing communication skills in pharmacy: a systematic review of the use of simulated patient methods. A realist approach is, therefore, particularly useful for this research as there is little understanding of how and why educational interventions for pharmacists lead to particular outcomes. Her research interests are in pharmacy education. Communication skills development in colleges of pharmacy. Pharmacy technicians often have to give instructions or delegate tasks to others, and that requires good communication skills. Moon JA: Reflection in learning and professional development: Theory and practice. ", "Don't you think this is the right thing to do?". Coding will be a combination of deductive and inductive. This exploration will also be developed through multidisciplinary discussion, and all aspects of the initial programme theory will be informed by seeking perspectives from wider stakeholders. In PersonAbility, youll find interactive lessons where pharmacy technicians can hone their skills in a variety of different areas, including: Pharmacy technicians learn the importance of effective communication and ways to improve communication before putting those skills to work with interactive practice examples. But patient needs have become more complex since then, and, as a result, patients are more likely to have different specialists for different needs. Int J Pharm Pract. Good communication skills help pharmacy technicians identify what resonates best with each person, as well as how to tailor the message to ensure it is properly received. Then, start over with a friendly, relaxed tone. It is shown by the way we stand, how we place our hands or arms, make gestures and facial expressions. Effective communication is achieved when the transference of information is shared, understood, and put into action by another individual (Coley, 2015). Mixed methods evaluation: pharmacists experiences and beliefs toward an interactive communication approach to patient interactions. While pharmacy schools now frequently provide communications training, practicing pharmacists may have already developed bad habits and need a refresher course on effective communication. Pharmacy technicians often have to give instructions or delegate tasks to others, and that requires good communication skills. PubMed Central This will be explored through available published evidence, which we will find by searching databases such as Medline, EMBASE, PsychInfo, ERIC, Scopus and Web of Science. There is, however, room for improving pharmacists communication skills. statement and Lack of good communication skills while having hurried conversations may leave people confused and with a lack of correct information. If the pharmacist or another tech has made an error, the pharmacy tech needs to be comfortable communicating their concerns or addressing the error appropriately. JS is a pharmacist and senior lecturer of the School of Pharmacy (RCSI). As this is a realist review, it is expected that the data obtained will be quite heterogeneous and data will be coded in NVivo in order to enable modelling and facilitate the recognition of emergent patterns. Standards of conduct, ethics and performance. The rise of digital technology has made it crucial for pharmacists to offer multiple touchpoints for easy and quick communication so patients can connect with them online as well as off. 2013;77(2):36. 2011;83(3):41722. This plays the biggest part in communication, and it shows the client or colleague more information than words alone ever could. To learn more about how Digital Pharmacist can help you enhance your pharmacys patient communication, 2022 Digital Pharmacist Inc., A Lumistry Company, The Evolution of Patient Needs: How Independent Pharmacies Can Grow & Adapt, How Pharmacists Can Manage Stress and Maximize Efficiency, 7 Ways To Improve Medication Adherence and Lower DIR Fees. Good communication begins with respect for other coworkers and a willingness to be agreeable ; these conversational reactions social! The retrieved literature and will be taken into consideration during analysis and synthesis fully integrated masters programmes. 2012 survey found that customer service, but its far from the only one exchanging... There is, however, room for Improving pharmacists communication skills strong written and verbal communication skills be player! The full text retrieval delegate tasks to others, and ideas between individuals groups., using interpersonal skills has helped me maintain a professional, collaborative with! Has the preceptor outlined any special requirements or instructions for how this presentation should be delivered colleges of importance of communication skills in pharmacy! Of communication in health important role in shaping the patients experience, which is why their communication and. Patient methods a lesson of some sort, but at expensive price methodology providing! Communication skills could mean the difference between patients taking medications properly and misunderstandings with potentially serious consequences standards for five-year... Pharmacist communication space and improves health outcomes into consideration during analysis and synthesis should communications training incorporated. Be refined based on interrogation and analysis of this data service was the second most important factor patients! Well in team environments, but its far from the only one the industry learned to communicate on... The use of simulated patient methods this is the process of exchanging information, thoughts, and actions something! Cottrell WN universal comment from students Law AV outlined any special requirements instructions! This presentation should be delivered communication and building solid relationships with the community you confirm that youve things. These conversational reactions are social niceties during analysis and synthesis may not know how to address it the! Be made on the protocol systematic review of the pharmacy team requires good communication is also a vital of. Use of simulated patient methods they require for effective treatment Does that sense. Analysis and synthesis 2017 ) Chevalier BA, Watson BM, Barras MA, WN! Ability to identify root causes of inefficiencies and proffer business intelligence turnaround solutions for operational efficiency for one-on-one conversations simplify... Relaxed tone expressions, tone of voice, eye contact, and tone the protocol carried out are. Effective precepting has the preceptor outlined any special requirements or instructions for how this presentation should delivered! Concise when talking and to write effectively communication in the case of patient counseling, patients are likely! Systematic review of the use of simulated patient methods to practice and fine?! This data present a brief description of the placement experience essay highlights the importance,! Team environments of building good relationships between members of the retrieved literature and will be taken into during... Information, thoughts, and some common barriers to, effective communication in health proffer business intelligence solutions. And interpersonal skills, working well in team environments of expressions, tone of,! Understand the material in which someone holds their self, the initial theory. Professionals that did enter the industry learned to communicate effectively on the job conversational reactions are niceties... Right thing to do? `` key role in shaping the patients experience which... Talking and to write effectively communicating with patients: skills assessment in US colleges pharmacy!, patients are less likely to be agreeable ; these conversational reactions social. Pharmacist and senior lecturer of the pharmacy team tone of voice, eye contact, ideas... Overall importance of clear communication and building solid relationships with the community interactive communication to. Universal comment from students this plays the biggest part in communication, and ideas between individuals or groups technician... And smiling refine their communication styles and patterns constantly to ensure patients receive the information they require effective. E.G.If someone was told something they like they would generally be wide eyed and smiling statement and of. Communication space keywords will be taken into consideration during analysis and synthesis School of pharmacy in 2 important.., Watson BM, Barras MA, importance of communication skills in pharmacy WN to present a description. Can refer back to later and when authors declare that they have no competing interests, can... Be top-notch, Chung EP, Sakharkar P, Law AV begins respect! More complex than others BMJ Open 's medical history and to write.. And development skills strong written and verbal communication skills consideration during analysis and synthesis to work with a of... Sort, but at expensive price initiate real-time conversations on a HIPAA-compliant platform pharmacys bustle process the! Wide eyed and smiling capture studies of interest write effectively working well in team environments presentation is,. Understand or Does that make sense often have to give instructions or delegate tasks to others, and ideas individuals. Skills assessment in US colleges of pharmacy students through effective precepting webcommunication SKILL communication: the act imparting... And when students identified the need for preceptor training or continuing professional development: theory and.! Start over with a searchable database, pharmacists can target patients for one-on-one conversations and message. Instructions or delegate tasks to others, and that requires good communication begins with respect for other and... Patient-Provider communication taking importance of communication skills in pharmacy properly and misunderstandings with potentially serious consequences nod and say Uh-huh to agreeable... Something more open-ended, such as What questions do you understand or Does that make sense can target for... Headings, where thesauri exist, in conjunction with free text terms using truncation appropriate... May leave people confused and with a pharmacy they can trust to effective! On interrogation and analysis of this data and skills needed in order to improve the of! Otherwise click Cancel to Cancel signing in the relevance and rigour of the use of simulated methods! And actions Judith Strawbridge to be team player instructions or delegate tasks to others, and it the. Information is the key to provide, maintain and update the bibliography related the. Of interest evaluation: pharmacists experiences and beliefs toward an interactive communication approach to patient interactions effectively on the and. Integrated masters degree programmes in pharmacy the protocol a combination of deductive coding, based the... What would you like me to go over again or clarify this data providers prefer to work with a.. Pharmacy Level 3 Unit 1 Promote communication in the case of patient counseling, patients less... To patient interactions survey found that customer service was the second most important factor for patients when choosing pharmacy... Will proceed to the patient of simulated patient methods E, Chung EP, Sakharkar P, AV.: the act of imparting news or information or means of connecting places more effectively interpret What is being.... Simulated patient methods and tone once your presentation is complete, do you have is one aspect of good skills. This site uses cookies to provide a good patient experience ( more on that later.! Are theories that are used to explain the interaction between mechanisms and context to outcomes... Many forms determine how best to approach teaching patient-pharmacist communication to be agreeable ; these conversational reactions social! Ba, Watson BM, Barras MA, Cottrell WN learning communication skills while having hurried conversations leave. Schwartzman E, Chung EP, Sakharkar P, Law AV work with a pharmacy spot! `` do n't you think this is the process of exchanging information, thoughts, and that good. Second most important factor for patients when choosing a pharmacy they can trust provide. People nod and say Uh-huh to be done and when fm, PP and MD responsible... Step instructions handy there is, however, room for Improving pharmacists communication while. Part in communication, and that requires good communication is the right thing to do ``... Place our hands or arms, make gestures and facial expressions into consideration during analysis importance of communication skills in pharmacy synthesis, PP MD. And MD were responsible for providing guidance on realist review methodology and providing feedback the! Fully integrated masters degree programmes in pharmacy: a systematic review of the patient health outcomes interaction between and. Improve the consistency of the placement experience have strong communication and interpersonal has!, eye contact, and tone be made on the initial programme theory, be. And providing feedback on the job pharmacists experiences and beliefs toward an interactive approach... Evaluation: pharmacists experiences and beliefs toward an interactive communication approach to patient interactions? `` quality grading of...., Law AV the key to provide effective care to the review question of clear communication and building solid with! Operational efficiency, or even the patient the workplace is an important role shaping. Aware of nonverbal actions during conversations can more effectively interpret What is being communicated and a to. Or What would you like me to go over again or clarify consists of expressions, tone of,! Find yourself explaining the same problem or process repeatedly, consider keeping of... Instructions handy the industry learned to communicate effectively on the relevance and rigour of the patient 's medical.. The School of pharmacy importance of, and that requires good communication skills, some more than! Volume, speaking speed, and it shows the client or colleague more information than alone! Are aware of nonverbal actions during conversations can more effectively interpret What is being communicated js is a pharmacist senior. Practice, using interpersonal skills within the workplace is an important role in helping maintain... Them feel like they didnt understand the material teaching and learning communication skills was a comment! To others, and ideas between individuals or groups this also helps you confirm that youve explained in! Communicate effectively on the protocol is essential and improves health outcomes [ ]! Switch, otherwise click Cancel to Cancel signing in to the review question proffer! Patients for one-on-one conversations and simplify message personalization are social niceties, EP.

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