Pharmacy practice includes tense or crisis-related communication situations that often occur in public settings, under time pressure, and with limited privacy. This article examines the psychological pro cesses that shape crisis conversations in healthcare settings and identifies communication approaches relevant to pharmacy practice. We conducted a literature review following the methodological principles of a scoping review and the PRISMA-ScR guidelines in PubMed/MEDLINE, Scopus, and APA PsycInfo, with an additional search in google Scholar. A total of 2.225 records were identified, and 19 sources were included in the final synthesis. Fin dings clustered into three thematic areas: psycho logical mechanisms of crisis interaction, de-escalation strategies, and boundary-setting with attention to safety. The most useful approaches for pharmacy practice include a calm pace of conversation, short and clear sentences, acknowledging the other per son’s experience without validating inappropriate behaviour, and directing the interaction toward a feasible next step. Crisis communication in pharmacies is therefore not only an individual skill but also an important component of the quality and safety of pharmacy care.
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