Assertiveness and Assertiveness and PersuasionPersuasion

What comes to mind when What comes to mind when someone says you are:someone says you are:

AssertiveAssertive PersuasivePersuasive AggressiveAggressive PassivePassive ManipulativeManipulative ControllingControlling

Personal AssessmentPersonal Assessment

Do you already know your level of Do you already know your level of assertiveness, persuasiveness?assertiveness, persuasiveness? If asked to give a speech to a large group do If asked to give a speech to a large group do

you cringe in horror and decline the invitation?you cringe in horror and decline the invitation? When another person is hostile towards you When another person is hostile towards you

do you automatically become defensive?do you automatically become defensive? Do most people know you by name?Do most people know you by name? Do you make efforts to engage others in Do you make efforts to engage others in

conversations?conversations? Do you ask people questions?Do you ask people questions?

Never forget:Never forget:

In many cases, it is how you say it, not In many cases, it is how you say it, not what you say that matters most in what you say that matters most in interpersonal communication. So, be interpersonal communication. So, be especially aware of your non-verbals when especially aware of your non-verbals when it comes to assertiveness and persuasion.it comes to assertiveness and persuasion.

Persuasion v. CoercionPersuasion v. Coercion

Coercion

Persuasion

I am going to pick you up and throw you off the roof.

I am going to convince you that you want to

jump off the roof.

PersuasionPersuasion

Related to perceptions of credibilityRelated to perceptions of credibility TrustworthyTrustworthy QualifiedQualified Personal dynamismPersonal dynamism

How could being more “persuasive” assist How could being more “persuasive” assist a pharmacist in patient care, or you in a pharmacist in patient care, or you in dealing with others?dealing with others?

Caution: Persuasive not agressiveCaution: Persuasive not agressive

How can we be more persuasive How can we be more persuasive with patients and others without with patients and others without

being aggressive?being aggressive?

Find common groundFind common ground• We both want you to get better as soon as possible…We both want you to get better as soon as possible…• We both want you to get completely better, so, you need to We both want you to get completely better, so, you need to

finish all this antibiotic…finish all this antibiotic…

Be honest about your intentionsBe honest about your intentions• I need to call your doctor to verify this prescription…I need to call your doctor to verify this prescription…• I can’t read the strength….(not)I can’t read the strength….(not)

Be personally credible, admit when you don’t Be personally credible, admit when you don’t know somethingknow something

• I’m not familiar with the use of nystatin for mental alertness…I’m not familiar with the use of nystatin for mental alertness…

How can we be more persuasive How can we be more persuasive with patients and others without with patients and others without

being aggressive?being aggressive?

Be patient – i.e., reinforce your messages Be patient – i.e., reinforce your messages over timeover time

• Now, next time I see you we’ll talk about ways to Now, next time I see you we’ll talk about ways to help you quit smoking…..help you quit smoking…..

Soften your appealsSoften your appeals• You need to stop smoking. Everyone knows its You need to stop smoking. Everyone knows its

bad for you. (not)bad for you. (not)• I think you might see some improvement in the I think you might see some improvement in the

way you feel if you could find a way to quit…..way you feel if you could find a way to quit…..

Save your most important point for last.Save your most important point for last.

AssertivenessAssertiveness

What happens to people who are not What happens to people who are not assertive?assertive?

What are some of the characteristics of What are some of the characteristics of people who are more assertive?people who are more assertive?

Assertiveness SkillsAssertiveness Skills

ConfrontationConfrontation Let the person know they are being Let the person know they are being

aggressive and you do not like it.aggressive and you do not like it. State how you feel about the behavior and State how you feel about the behavior and

what the results of the behavior will be.what the results of the behavior will be.• When you arrive late for your shift, I feel angry When you arrive late for your shift, I feel angry

because it makes me late to pick my daughter up because it makes me late to pick my daughter up from the sitter.from the sitter.

• I would appreciate it if you would call when you are I would appreciate it if you would call when you are running late, so that I can try to make other running late, so that I can try to make other arrangements for my daughter.arrangements for my daughter.

Assertiveness SkillsAssertiveness Skills

Saying “no”Saying “no” When people make requests that are not When people make requests that are not

reasonable, just say no.reasonable, just say no. Set your personal limitsSet your personal limits

• Personally and professionallyPersonally and professionally• Moral, ethical, preferences, legal, etc.Moral, ethical, preferences, legal, etc.

Because your doctor is not available right Because your doctor is not available right now, I can not refill your prescription. I must now, I can not refill your prescription. I must speak with her first. I can give you two tables speak with her first. I can give you two tables until…..until…..

Assertiveness SkillsAssertiveness Skills

Making requestsMaking requests Key Point:Key Point:

• Do not be afraid to ask for what you want.Do not be afraid to ask for what you want.• I want you to make an appointment to see your I want you to make an appointment to see your

doctor about your knee pain. The symptoms you doctor about your knee pain. The symptoms you have described are serious enough that they need have described are serious enough that they need to be assessed before we try to treat this with over to be assessed before we try to treat this with over the counter medications…the counter medications…

• If you can speak to me with out being disrespectful If you can speak to me with out being disrespectful we can continue this conversation.we can continue this conversation.

Assertiveness SkillsAssertiveness Skills

Expressing your opinionExpressing your opinion Being expressive lets people know where you Being expressive lets people know where you

standstand It can demonstrate credibility – making you It can demonstrate credibility – making you

more persuasivemore persuasive• Doctor, I believe a short acting benzodiazepine Doctor, I believe a short acting benzodiazepine

would be more appropriate in this patient due to would be more appropriate in this patient due to their age.their age.

Assertiveness SkillsAssertiveness Skills

Initiating conversationsInitiating conversations Be a starter, seek opportunities to engage Be a starter, seek opportunities to engage

othersothers• Avoid being abrupt or pushyAvoid being abrupt or pushy• Hello, I’m the pharmacist, Mary, and I noticed you Hello, I’m the pharmacist, Mary, and I noticed you

looking at the cough medications, can I help you looking at the cough medications, can I help you select one?select one?

Assertiveness SkillsAssertiveness Skills

Being more self disclosingBeing more self disclosing Very personal issueVery personal issue

• Sometimes, when you reveal personal information Sometimes, when you reveal personal information it can present the image of being more assertive – it can present the image of being more assertive – showing your confidence.showing your confidence.

• Sometimes, people will be thinking, “a little too Sometimes, people will be thinking, “a little too much information”much information”

• Find the balance….use your rapport to know your Find the balance….use your rapport to know your limitslimits

I take a blood pressure medication very similar to this I take a blood pressure medication very similar to this and I have not had any negative side effects….and I have not had any negative side effects….

CasesCases

Dr. Smith, this is Susan Stone, the pharmacist at Village Pharmacy. I’m really sorry to bother you. I know you are very busy. I could call back later if you want. But, I wanted to ask you about Mrs. Smiths prescription for Prozac.

Dr. Smith, this is Susan Stone, the pharmacist at Village Pharmacy. I’m calling to verify the dose on Mrs. Smiths prescription for Prozac.