PRINCIPLES AND ELEMENTS OF INTERPERSONAL COMMUNICATION GIOVANNI D. PINSON, RPh

Principles of Interpersonal Communication Interpersonal communication the process by which people exchange

information, feelings, and meaning through verbal and non-verbal messages

Interpersonal communication is inescapable We constantly communicate to those around us. The very attempt not to communicate

communicates something. “People are not mind readers”Interpersonal communication is irreversible You can't take back something once it has been

said. The effect inevitably remain. The First Impression Last Interpersonal communication is complicated whenever we communicate there are really at

least six "people" involved:1) who you think you are; 2) who you think the other person is; 3) who you think the other person thinks you are;4) who the other person thinks /she is; 5) who the other person thinks you are; and 6) who the other person thinks you think s/he is. We don't actually swap ideas, we swap symbols

that stand for ideas. Words (symbols) do not have inherent meaning;

we simply use them in certain ways, and no two people use the same word exactly alike.

Interpersonal communication is contextual Psychological context who you are and what you bring to the

interaction Your needs, desires, values, personality, etc.,

all form the psychological context. Relational context which concerns your reactions to the other

person--the "mix." Situational context deals with the psycho-social "where" you are

communicating. Environmental context deals with the physical "where" you are

communicating. Furniture, location, noise level, temperature,

season, time of day, all are examples of factors in the environmental context.

Cultural context all the learned behaviors and rules that affect

the interaction. If you come from a culture where it is

considered rude to make long, direct eye contact, you will out of politeness avoid eye contact.

If the other person comes from a culture where long, direct eye contact signals trustworthiness, then we have in the cultural context a basis for misunderstanding.

Elements of Interpersonal Communication Communicator Message Noise Feedback Context Channel

The Communicators Communication is an INTERACTIVE process. For any communication to occur there must be at

least two people involved. Involves a sender and a receiver of a message. Sending and receiving messages to and from

each other. The Message Not only means the speech used or information

conveyed, but also the non-verbal messages exchanged.

Noise It refers to anything that distorts the message,

so that what is received is different from what is intended by the speaker.o Physical 'noiseo Complicated jargono Inappropriate body languageo Inattentiono Disinteresto Cultural differences

Feedback Consists of messages the receiver returns, as

well as the receiver's reaction. Maybe direct verbal statements to subtle facial

expressions or changes in posture. Allows the sender to regulate, adapt or repeat

the message in order to improve communication. Context All communication is influenced by the context in which it takes place

Psychological context Relational context Situational context Environmental context Cultural context

Channel the physical means by which the message is

transferred from one person to another. In face-to-face context the channels which are

used are speech and vision.Example, during a telephone conversation the channel is limited to speech alone.

COMMUNICATION STYLES Giovanni D. Pinson, RPh

ISSUES : An act of poor communication can be associated with various sarcastic problems as:

Incomplete drug information may be provided to health care professional

Incomplete advising for medication use to patients

Inappropriate advising on dispensing MODES OF COMMUNICATION Verbal communication o Includes the use of actual words for

communication. They denote the literary meanings of the actual words

Non- verbal communication o communication includes the tone of voice

used, the speed and volume of speech, the intonation and the whole range of body postures and movements

ACTION SPEAKS LOUDER THAN WORDS Three main uses of nonverbal communication

Greetings Specific communication Involuntary nonverbal communication

Types of Non- Verbal Communication Vocal communicationo It includes quality and fluency of the voice,

volume of the tone, the speed.o A communication becomes effective when

spoken with warm confident tone of voice at an appropriate speed and volume and without interruption.

Body languageo The overall impression that is perceived with

whom who is talking. o "You never get a second chance to make first

impression". BODY LANGUAGE Gestureso the expressive movement of a part of the

body, especially, the hand or head. o Appropriate use of gestures aids in

explaining things what you want. o Pharmacists can emphasize a point or

procedures to describe by the use of gestures.                            

Facial expressionso A confident facial expression urges listeners

to concentrate what one says. o Facial expression expresses the mood and

emotion.o It encourages patients to motive to listen

perfectly and satisfy with the information provided by the pharmacists.                           

o Just a few examples of emotions that can be expressed via facial expressions include:

Happiness Sadness Anger Surprise Disgust Fear Confusion Excitement Desire Sexy

Eye contacto Eye contact expresses the ongoing process

of communication. o It tells about whose turn to speak and when.

Avoiding eye contact during communication clearly states avoidance for the will to communicate.                           

Physical contact:         o Physical contact is highly cultural variation. o It is one of the means of pleading to what is

spoken for and often represent much number of words spoken.

Body posture: o It explains the position of different body

parts. o Words spoken during communication can be

controlled. But body language is quite difficult to control.

o The intention and concentration of a speaker/listener can be disclosed by body posture.

BODY POSTURE Closed position (arms folded):       o This is seen as rather negative posture and

not one likely to encourage initiation of communication.

Feet position:       o It is assumed that person's feet will be

painting in the direction he wants to go. o This can be used to check for the listener's

intention of hearing the information provided.

Positive body postureo Leaning towards the person who is talking,

or sitting in a relaxed fashion Personal space          o The space around which one becomes

comfortable to talk with anyone. o Should be enough such that maximum

comfort is achievable during conversation. o Adequate distance should be attained to

develop a good rapport and a meaningful dialogue to occur.

PERSONAL SPACE General Area:       

o Approximately 3 m or more. o The space we would normally prefer to have

around us if we are addressing a group of people or are working alone.

Sociable Area:       o Approximately 1-3 mo The type of distance used when

communicating with people we do not know very well

Personal Area   o Approximately 0.5-1 m. o The space we would normally feel comfortable

with, meeting with people we know reasonably well.

o Sufficiently close to allow friendly and meaningful communication without any individual’s feeling threatened by having their intentions zone invaded.

The Five Communication Styles Assertive Aggressive Passive-aggressive Submissive Manipulative

THE ASSERTIVE STYLE: Behavioural characteristics: o Achieving goals without hurting otherso Protective of own rights and respectful of

others' rightso Socially and emotionally expressiveo Making your own choices and taking

responsibility for themo Asking directly for needs to be met, while

accepting the possibility of rejectiono Accepting compliments

Non-verbal behaviour: o Voice – medium pitch and speed and volumeo Posture – open posture, symmetrical balance,

tall, relaxed, no fidgetingo Gestures – even, rounded, expansiveo Facial expression – good eye contacto Spatial position – in control, respectful of

others Language: o "Please would you turn the volume down? I am

really struggling to concentrate on my studies."

o "I am so sorry, but I won't be able to help you with your project this afternoon, as I have a dentist appointment."

People on the receiving end feel: o They can take the person at their wordo They know where they stand with the

persono The person can cope with justified

criticism and accept compliments

o The person can look after themselveso Respect for the person

THE AGGRESSIVE STYLE: Behavioural characteristics: o Frightening, threatening, loud, hostileo Willing to achieve goals at expense of otherso Out to "win"o Demanding, abrasiveo Belligerento Explosive, unpredictableo Intimidatingo Bullying Non-verbal behaviour: o Voice – volume is loudo Posture – 'bigger than' otherso Gestures - big, fast, sharp/jerkyo Facial expression – scowl, frown, glareo Spatial position - Invade others' personal

space, try to stand 'over' others Language: o "You are crazy!"o "Do it my way!"o "You make me sick!"o "That is just about enough out of you!"o Sarcasm, name-calling, threatening, blaming,

insulting. People on the receiving end feel: o Defensive, aggressive (withdraw or fight

back)o Uncooperativeo Resentful/Vengefulo Humiliated/degradedo Hurto Afraido A loss of respect for the aggressive persono Mistakes and problems are not reported to an

aggressive person in case they "blow up'. Others are afraid of being railroaded, exploited or humiliated.

THE PASSIVE-AGGRESSIVE STYLE: Behavioural characteristics:

o Indirectly aggressiveo Sarcastico Deviouso Unreliableo Complainingo Sulkyo Patronising o Gossipso Two-faced - Pleasant to people to their

faces, but poisonous behind their backs (rumours, sabotage etc.) People do things to actively harm the other party, e.g. they sabotage a machine by loosening a bolt, or put too much salt in their food.

Language: o Passive-aggressive language is when you say

something like "Why don't you go ahead and do it; my ideas aren't very good anyway" but maybe with a little sting of irony or even worse, sarcasm, such as "You always know better in any case."

o "Oh don't you worry about me, I can sort myself out – like I usually have to."

o Gestures – Can be jerky, quicko Facial expression – Often looks sweet and

innocento Spatial position – often too close, even

touching other as pretends to be warm and friendly

People on the receiving end feel: o Confusedo Angryo Hurto Resentful

THE SUBMISSIVE STYLE: This style is about pleasing other people and

avoiding conflict. A submissive person behaves as if other peoples' needs are more important, and other people have more rights and more to contribute.

Behavioural characteristics: o Apologetic (feel as if you are imposing when

you ask for what you want)o Avoiding any confrontationo Finding difficulty in taking responsibility or

decisionso Yielding to someone else's preferences (and

discounting own rights and needs)o Opting outo Feeling like a victimo Blaming others for eventso Refusing complimentso Inexpressive (of feelings and desires)

Language: o "Oh, it's nothing, really."o "Oh, that's all right; I didn't want it

anymore."o "You choose; anything is fine."

Non-verbal behaviour: o Voice – Volume is softo Posture – make themselves as small as

possible, head downo Gestures – twist and fidgeto Facial expression – no eye contacto Spatial position – make themselves

smaller/lower than otherso Submissive behaviour is marked by a

martyr-like attitude (victim mentality) and a refusal to try out initiatives, which might improve things.

People on the receiving end feel: o Exasperatedo Frustratedo Guiltyo You don't know what you want (and so

discount you)o They can take advantage of you.o Others resent the low energy surrounding

the submissive person and eventually give up trying to help them because their efforts are subtly or overtly rejected.

THE MANIPULATIVE STYLE: This style is scheming, calculating and shrewd.

Manipulative communicators are skilled at influencing or controlling others to their own advantage. Their spoken words hide an underlying message, of which the other person may be totally unaware.

Behavioural characteristics: o Cunningo Controlling of others in an insidious way –

for example, by sulkingo Asking indirectly for needs to be meto Making others feel obliged or sorry for

them.o Uses 'artificial' tears

Language: o "You are so lucky to have those chocolates,

I wish I had some. I can't afford such expensive chocolates."

o "I didn't have time to buy anything, so I had to wear this dress. I just hope I don't look too awful in it." ('Fishing' for a compliment).

Non-verbal behaviour: o Voice – patronising, envious, ingratiating,

often high pitcho Facial expression – Can put on the 'hang

dog" expression People on the receiving end feel:

o Guiltyo Frustratedo Angry, irritated or annoyedo Resentfulo Others feel they never know where they

stand with a manipulative person and are annoyed at constantly having to try to work out what is going on.

THE BENEFITS OF UNDERSTANDING THE DIFFERENT STYLES OF COMMUNICATION

help you learn how to react most effectively when confronted with a difficult person

It will also help you recognize when you are not being assertive, or not behaving in the most effective way.