CASE 1- Interpersonal Communication

8/2/2019 CASE 1- Interpersonal Communication

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Interpersonal Communication


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Interpersonal communication skills areimportant for pharmacists to master.


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Interpersonal Communication

A process in which messages aregenerated and transmitted by one personand subsequently received and translatedby another.


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Communication Channels

The medium chosen to convey themessage from sender to receiver.

Communication channels can becategorized into two main categories :

1. Direct channels of communication

2. Indirect channels of communication


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1. Direct channels are those that areobvious, and can be easily recognized bythe receiver. They are also under directcontrol of the sender.Includes: the verbal and non-verbalchannels of communication.

Communication Channels


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Direct Channels

Verbal communication channels arethose that use words in some manner,such as written communication or spokencommunication.


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Non-verbal communication channels are those that do not require words, suchas facial expressions, controllable bodymovements, gestures, tones of voice,actions that often reveal our feelings thanwords we say.

Direct Channels


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Communication Channels 2. Indirect channels are those

channels that are usually recognizedsubliminally or subconsciously by thereceiver, and not under direct control ofthe sender.


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Indirect channelsincludes: *kinesics or body language,that reflects the inner emotions andmotivations rather than the actual deliveredmessage. It also includes such *vagueterms as "gut feeling", "hunches" or"premonitions".


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Types of Interpersonal Communication

Subdivided into dyadic communication.Dyadic communication is simply amethod of communication that onlyinvolves two people.


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Dyadic communication communication process, sender canimmediately receive and evaluatefeedback from the receiver

ex. large and small group communication,mass communication.


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Interpersonal Communication Model


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Components of IC Model Model Consist of 5 Elements:

1. Sender transmits messages toanother person.


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Components of IC Model 2. Message the element transmitted from

one person to another.

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


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3. Receiver receives message from thesender. Decodes the message andassign particular meaning to it

Components of IC Model


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Components of IC Model 4. Feedback process whereby the

receiver communicate back to sendertheir understanding of the senders

message.

can be simple (ex. nodding head)

can be complex (ex. repeatingcomplicated instructions given to makesure they were interpreted correctly)


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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.


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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 thingsclearly. Please summarize the mostimportant things to remember about thismedicine.


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Feedback allows comm unication

to be a two-way process ratherthan a one way monologue


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Components of IC Model

5. Barriers affects the accuracy ofcommunication exchange.


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Barriers to Interpersonal Communication

Background and experienceHealth and physical condition

Feelings and emotionsWord of choice ( ex. jargon words)Overloaded with information

Physical Barriers


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Overcoming the Barriers of EffectiveInterpersonal Communication

1. Simplify Language

2. Constrain Emotions3. Listen Actively4. Feedback


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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 anenvironment conductive to cleartransmission


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2. As a receiver - responsibility of listening to what is

transmitted by the sender.- to ensure accurate communication

Responsibility of Pharmacist in the Communication Model


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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?


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CASE 1Andrew is a pharmacist working alone in acommunity pharmacy. Michael Lim , a 56 y/oman with moderate hypertension, enters thepharmacy smoking a cigar. Andrew know Michaelbecause they live in the same village. Michael is aprofessor, has wife and 3 children. He has beentold to quit smoking and go on a diet. He also hasa long history of not taking medications correctly.He comes to pick up new prescriptions anantibiotic for UTI. Although he knows Andrewpersonally, he is somewhat hesitant as heapproaches the prescription area. He looks downat the ground and mumbles, The doctor called ina new prescription for me, and can I also have arefill of my heart medications?


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Congruence Between Verbal and Non-Verbal Messages

Incongruence between Verbal and Non- Verbal Communication The meaning of a verbal message is not

consistent with the meaning of a nonverbalmessage.


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Examples of Incongruent Messages

A beet-red-faced patron comes into thepharmacy, raises a fist and loudly

proclaims, Im not angry, Im just here toask about a prescription error


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A disappointed pharmacist has tried forhours to convince a physician to changean obvious error in a patients medication.When ask how he is feeling, he meeklyreplies, Oh, Im just fine.



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


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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.


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Improving Communication Behaviors

Self-awarenessProcess awareness


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Self-awareness The process of recognizing how youactually communicate with others usingboth verbal and non verbal message.

The process of analyzing how you arecommunicating at the actual time of theinteraction


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Process Awareness

Involves analyzing the communicationprocess while it is occurring.Ask yourself:Is the conversation going in the direction it

should go? Am I talking too much?

CASE 1- Interpersonal Communication

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