Communication

Communication Skills

Communication

The reason we have two ears & one mouth is that we may listen

the more & talk the less ~~Zeno of Citien

The Communication Process

Communication Levels Content

Words Relationship

feeling

Model Sender/Receiver Channel/Message Barriers/Noise Feedback

S R

R S

Perceptual Differences

Importance of PerceptionBarriers Arising from Differences in Perception Gender Age Racial Socio-economic Inference versus fact

A B C’s of Perception

A ask questions about the accuracy of the assumptions

B generous with the benefit of doubt

C challenge your views with contradictory cues

D delay drawing conclusions

E expect evaluations to evolve

I learn a great deal by merelyobserving you, and letting you talk as long as you please, and taking note of what you do not

say ~~

T.S Eliot

Nonverbal Communication

Importance of Nonverbal Communication

Aspects Eye contact Facial expressions Head movement Hand motion Attitude

Body Position Shape Fragrance

Spatial relationships Tone of voice

Pitch, rate, volume, Tone, variations,

vocalizations

Appearance

I know you believe you understand what you think I said, but I’m not

sure you realize that what you heard is not what I meant.

Listening to Others

Want to listen Act like a good listener

Listen to understand Stop talking Concentrate of what they

are saying Get rid of distractions

Ask questions Empathize with the other

person Get the main points

Leave your emotions behind Share responsibility for

communication

React to the Ideas, not to the person Don’t mentally argue Avoid hasty judgments

Barriers to Communication

Importance of Identifying Barriers

Types of Barriers Environmental Physical Personal External Forces Psychological

Personal Assessment

Personality Assessment

Myers-Briggswww.humanmetri

cs.comExtro-IntroSensing-IntuitionThinking-FeelingJudging-

Perceiving

Keirseywww.keirsey.comThe artisansThe rationalesThe idealistsThe guardians

Communication Style

Style Summary

Relater --We’re all in this together, so let’s work as a team!Socializer – Let me tell you what happened to me!Thinker – Can you provide me documentation?Director – I want it done right & done now!

Roots of Conflict

Visible

Underlying Roots Jealousy/Insecurity Competition Ego/Control/Power Anger Cultural/Racial Lack of

communication skills

Personal Response to Conflict Withdrawal Denial Surrender Aggression Reaction Persuasion Negotiation

Importance of Resolution

Conflict does not go away

Unresolved conflict can lead to greater problems

Conflict is Inevitable

Conflict can be Beneficial

Chronic Complainers Constant & loud Conflicting statements Attention seeking Cognitively impaired Manipulative Bully & intimidate Looking for a bargain

Moments of TRUTH

How do you handle conflict?

Personal Conflict Style

Columns Compete Collaborate Compromise Avoid Accommodate

Behavior Types Passive Aggressive Assertive

Conflict Management

Foundation Elements Identify specific

behavior State your feelings Acknowledge the

positives State your

expectations

Basic Assertive Rights~

The I-message I feel (my specific

situation) When (the situations

or behavior) Because (my

interpretation) I would like (a

specific response

Using I-statements

Survival Tool BoxTool #1 Tool #2

Stress Body’s reaction

Energy Building Exercise Energy shake Mental vacation Silent scream

PRES~ Pause Repeat Empathize Solve

Empathetic Statements~

Tool BoxTool #3 Tool #4

Response to Criticism Avoid Defensive

Posture Agree Listen deeply Seek more

information Negative Assertion

Avoid escalation Self-Disclosure

Know and Adapt Cannot change a

situation that has already occurred

Accept responsibilityFollow through on correctionForgive yourself, move on, & do better next time!

PRES Pharmacy Practice

A customer brings in a rx for a brand medication. Her co pay is $45 for 30-day supply. She is upset because in her bottle are 15 tablets. (Her dose is ½ qd). “Someone is getting cheated and it’s me!

A customer complains that whenever she comes in her rxs are NEVER ready. After looking you discover the md has not OK’ed them yet. She is irate, she is on them for life- Phenobarbital, a controlled drug.

PRES Pharmacy Practice

The pt’s insurance company rejects payment of his rx due to ‘refill too soon”. The patient tells you the md changed to the dose from 1 QD to 1 BID. You need a special override from the insurance.

The insurance rejects an rx, “NDC not covered”. Pt is paged back & informed you need time to fax the md to change the therapy or get a PA. She is upset she has to come back & wants what the md has ordered.