Interpersonal Communication

Interpersonal communication skills are important for pharmacists to master.

Interpersonal Communication
A process in which messages are generated and transmitted by one person and subsequently received and translated by another.

Communication Channels
The medium chosen to convey the message from sender to receiver. Communication channels can be categorized into two main categories: 1. Direct channels of communication 2. Indirect channels of communication

Communication Channels
1. Direct channels are those that are obvious, and can be easily recognized by the receiver. They are also under direct control of the sender. Includes: the verbal and non-verbal channels of communication.

Direct Channels
Verbal communication channels are

those that use words in some manner, such as written communication or spoken communication.

Direct Channels
Non-verbal communication channels

are those that do not require words, such as facial expressions, controllable body movements, gestures, tones of voice, actions that often reveal our feelings than words we say.

Communication Channels
2. Indirect channels are those channels that are usually recognized subliminally or subconsciously by the receiver, and not under direct control of the sender.

Indirect channels
includes: *kinesics or body language, that reflects the inner emotions and motivations rather than the actual delivered message. It also includes such *vague terms as "gut feeling", "hunches" or "premonitions".

Types of Interpersonal Communication

Subdivided into dyadic communication. Dyadic communication is simply a method of communication that only involves two people.

Dyadic communication
communication process, sender can immediately receive and evaluate feedback from the receiver ex. large and small group communication, mass communication.

Interpersonal Communication Model

Components of IC Model
Model Consist of 5 Elements:
1. Sender transmits messages to

another person.

Components of IC Model
2. Message the element transmitted from

one person to another.

Can be: thoughts, ideas, emotions, informations (verbal or non-verbal)

Components of IC Model
3. Receiver receives message from the

sender. Decodes the message and assign particular meaning to it

Components of IC Model
4. Feedback process whereby the

receiver communicate back to sender their understanding of the senders message.

can be simple (ex. nodding head) can be complex (ex. repeating

complicated instructions given to make sure they were interpreted correctly)

Frequently missed opportunity for feedback:

1. As a receiver failure to provide

appropriate feedback to the sender. 2. As a sender failure to recognize feedback to sender or ask feedback from receiver.

Statement or Questions that Elicit Feedback

How do you intend to take the medicine? Please show me how you are going to use the nasal inhaler. I want to be sure I have explained things clearly. Please summarize the most important things to remember about this medicine.

Feedback allows communication to be a two-way process rather than a one way monologue

Components of IC Model
5. Barriers affects the accuracy of communication exchange.

Barriers to Interpersonal Communication Background and experience Health and physical condition Feelings and emotions Word of choice ( ex. jargon words) Overloaded with information Physical Barriers

Overcoming the Barriers of Effective Interpersonal Communication

1. Simplify Language 2. Constrain Emotions 3. Listen Actively 4. Feedback

Responsibility of Pharmacist in the Communication Model

1. As a sender

- to ensure that the message is transmitted to the clearest form, terminology understood and an environment conductive to clear transmission

Responsibility of Pharmacist in the Communication Model

2. As a receiver - responsibility of listening to what is transmitted by the sender. - to ensure accurate communication

Answer the following: 1. Who is the sender of the message? 2. What is the message transmitted? (verbal and non-verbal) 3. Feedback (Your response, acting as the pharmacist/patient) 4. What are barriers observed?

Andrew is a pharmacist working alone in a community pharmacy. Michael Lim, a 56 y/o man with moderate hypertension, enters the pharmacy smoking a cigar. Andrew know Michael because they live in the same village. Michael is a professor, has wife and 3 children. He has been told to quit smoking and go on a diet. He also has a long history of not taking medications correctly. He comes to pick up new prescriptions an antibiotic for UTI. Although he knows Andrew personally, he is somewhat hesitant as he approaches the prescription area. He looks down at the ground and mumbles, The doctor called in a new prescription for me, and can I also have a refill of my heart medications?

CASE 1

Congruence Between Verbal and Non-Verbal Messages

Incongruence between Verbal and NonVerbal Communication

The meaning of a verbal message is not consistent with the meaning of a nonverbal message.

Examples of Incongruent Messages

A beet-red-faced patron comes into the pharmacy, raises a fist and loudly proclaims, Im not angry, Im just here to ask about a prescription error

Examples of Incongruent Messages

A disappointed pharmacist has tried for hours to convince a physician to change an obvious error in a patients medication. When ask how he is feeling, he meekly replies, Oh, Im just fine.

Examples of Incongruent Messages

A patient hands a prescription for a tranquilizer, then bursts into tears. The pharmacist ask is there anything wrong?, and the patient responds, No, Im okay, its nothing at all

Preventing Incongruent Message As a sender

you must be aware of the verbal messages as well as the non verbal messages.

As a receiver
you must point out to the sender that you are receiving two different messages.

Improving Communication Behaviors

Self-awareness Process awareness

Self-awareness
The process of recognizing how you actually communicate with others using both verbal and non verbal message. The process of analyzing how you are communicating at the actual time of the interaction

Process Awareness Involves analyzing the communication process while it is occurring. Ask yourself:
Is the conversation going in the direction it should go? Am I talking too much?