Communication Skills in Pharmacy Practice
Assertiveness : is a response style that focuses of resolving conflicts in relationships in an atmosphere of mutual respect
Goal of communication
To stand up for oneself and to solve interpersonal problems in ways that do not damage relationships with others
Respect the rights of others and also value your own beliefs and opinions
Act in ways that are consistent with your own standards
The only power we have to effect change in any relationship is to change our own behavior
Skills for assertive communication:
Initiating and maintaining conversations
Encouraging assertiveness in others
Responding appropriately to criticism
Giving negative feedback acceptably
Expressing appreciation or pleasure
Making requests
Setting limits or refusing requests
Conveying confidence (verbal and non verbal)
Expressing opinions and feelings appropriately
Assertiveness techniques
Providing feedback:
focus on person’s behavior rather than personality
Descriptive rather than evaluative
Focus on your own reactions rather than the other person’s intentions
Specific rather than general
Focus on problem solving
Private setting
Inviting feedback from others
Setting Limits
Making requests
Being persistent
Ignoring provocations
Responding to criticism
Assertiveness skills required in relating to Patients:
Willingness to initiate communication
Encouraging patients to be more assertive with you
Appropriate response to angry patients
Empathic response
Turn criticism into useful feedback