communication
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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.