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 <ul><li>Communication Levels </li></ul><ul><ul><li>Content </li></ul></ul><ul><ul><ul><li>Words ...
 
Perceptual Differences <ul><li>Importance of Perception </li></ul><ul><li>Barriers Arising from Differences in Perception ...
A B C’s of Perception <ul><li>A  a sk questions about the  a ccuracy of the  a ssumptions </li></ul><ul><li>B  generous wi...
I learn a great deal by merely observing you, and letting you talk as long as you please, and taking note of what you do n...
Nonverbal Communication <ul><li>Importance of Nonverbal Communication </li></ul><ul><li>Aspects </li></ul><ul><ul><li>Eye ...
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 me...
Listening to Others <ul><li>Want to listen </li></ul><ul><ul><li>Act like a good listener </li></ul></ul><ul><li>Listen to...
Barriers to Communication <ul><li>Importance of Identifying Barriers </li></ul><ul><li>Types of Barriers </li></ul><ul><ul...
Personality Assessment <ul><li>Myers-Briggs </li></ul><ul><ul><li>www.humanmetrics.com </li></ul></ul><ul><ul><li>Extro-In...
Communication Style
Indirect L Direct R Open T Self-contained B
Style Summary <ul><li>Relater  --We’re all in this together, so let’s work as a team! </li></ul><ul><li>Socializer  – Let ...
Roots of Conflict <ul><li>Visible </li></ul><ul><li>Underlying Roots </li></ul><ul><ul><li>Jealousy/Insecurity </li></ul><...
Importance of Resolution <ul><li>Conflict does not go away </li></ul><ul><li>Unresolved conflict can lead to greater probl...
How do you handle conflict? Copy this chart.
 
 
Personal Conflict Style <ul><li>Columns </li></ul><ul><ul><li>Compete </li></ul></ul><ul><ul><li>Collaborate </li></ul></u...
Conflict Management <ul><li>Foundation Elements </li></ul><ul><ul><li>Identify specific behavior </li></ul></ul><ul><ul><l...
 
Survival Tool Box Tool #1  Tool #2 <ul><li>Stress </li></ul><ul><ul><li>Body’s reaction </li></ul></ul><ul><li>Energy Buil...
 
Tool Box Tool #3  Tool #4 <ul><li>Response to Criticism </li></ul><ul><ul><li>Avoid Defensive Posture </li></ul></ul><ul><...
PRES  Pharmacy Practice <ul><li>A customer brings in a rx for a brand medication. Her co pay is $45 for 30-day supply. She...
PRES Pharmacy Practice <ul><li>The pt’s insurance company rejects payment of his rx due to ‘refill too soon”. The patient ...
 
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Communication

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Communication

  1. 1. Communication Skills
  2. 2. Communication The reason we have two ears & one mouth is that we may listen the more & talk the less ~~ Zeno of Citien
  3. 3. The Communication Process <ul><li>Communication Levels </li></ul><ul><ul><li>Content </li></ul></ul><ul><ul><ul><li>Words </li></ul></ul></ul><ul><ul><li>Relationship </li></ul></ul><ul><ul><ul><li>feeling </li></ul></ul></ul><ul><li>Model </li></ul><ul><ul><li>Sender/Receiver </li></ul></ul><ul><ul><li>Channel/Message </li></ul></ul><ul><ul><li>Barriers/Noise </li></ul></ul><ul><ul><li>Feedback </li></ul></ul><ul><li>S R </li></ul><ul><li>R S </li></ul>message channel feedback
  4. 5. Perceptual Differences <ul><li>Importance of Perception </li></ul><ul><li>Barriers Arising from Differences in Perception </li></ul><ul><ul><li>Gender </li></ul></ul><ul><ul><li>Age </li></ul></ul><ul><ul><li>Racial </li></ul></ul><ul><ul><li>Socio-economic </li></ul></ul><ul><ul><li>Inference versus fact </li></ul></ul>
  5. 6. A B C’s of Perception <ul><li>A a sk questions about the a ccuracy of the a ssumptions </li></ul><ul><li>B generous with the b enefit of doubt </li></ul><ul><li>C c hallenge your views with c ontradictory c ues </li></ul><ul><li>D d elay d rawing conclusions </li></ul><ul><li>E e xpect e valuations to e volve </li></ul>
  6. 7. I learn a great deal by merely observing you, and letting you talk as long as you please, and taking note of what you do not say ~~ T.S Eliot
  7. 8. Nonverbal Communication <ul><li>Importance of Nonverbal Communication </li></ul><ul><li>Aspects </li></ul><ul><ul><li>Eye contact </li></ul></ul><ul><ul><li>Facial expressions </li></ul></ul><ul><ul><li>Head movement </li></ul></ul><ul><ul><li>Hand motion </li></ul></ul><ul><ul><li>Attitude </li></ul></ul><ul><ul><li>Body </li></ul></ul><ul><ul><ul><li>Position </li></ul></ul></ul><ul><ul><ul><li>Shape </li></ul></ul></ul><ul><ul><ul><li>Fragrance </li></ul></ul></ul><ul><ul><li>Spatial relationships </li></ul></ul><ul><ul><li>Tone of voice </li></ul></ul><ul><ul><ul><li>Pitch, rate, volume, </li></ul></ul></ul><ul><ul><ul><li>Tone, variations, vocalizations </li></ul></ul></ul><ul><ul><li>Appearance </li></ul></ul>
  8. 9. 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.
  9. 10. Listening to Others <ul><li>Want to listen </li></ul><ul><ul><li>Act like a good listener </li></ul></ul><ul><li>Listen to understand </li></ul><ul><ul><li>Stop talking </li></ul></ul><ul><ul><li>Concentrate of what they are saying </li></ul></ul><ul><ul><li>Get rid of distractions </li></ul></ul><ul><li>Ask questions </li></ul><ul><ul><li>Empathize with the other person </li></ul></ul><ul><ul><li>Get the main points </li></ul></ul><ul><li>Leave your emotions behind </li></ul><ul><ul><li>Share responsibility for communication </li></ul></ul><ul><li>React to the Ideas, not to the person </li></ul><ul><ul><li>Don’t mentally argue </li></ul></ul><ul><ul><li>Avoid hasty judgments </li></ul></ul>
  10. 11. Barriers to Communication <ul><li>Importance of Identifying Barriers </li></ul><ul><li>Types of Barriers </li></ul><ul><ul><li>Environmental </li></ul></ul><ul><ul><li>Physical </li></ul></ul><ul><ul><li>Personal </li></ul></ul><ul><ul><li>External Forces </li></ul></ul><ul><ul><li>Psychological </li></ul></ul><ul><li>Personal Assessment </li></ul>
  11. 12. Personality Assessment <ul><li>Myers-Briggs </li></ul><ul><ul><li>www.humanmetrics.com </li></ul></ul><ul><ul><li>Extro-Intro </li></ul></ul><ul><ul><li>Sensing-Intuition </li></ul></ul><ul><ul><li>Thinking-Feeling </li></ul></ul><ul><ul><li>Judging-Perceiving </li></ul></ul><ul><li>Keirsey </li></ul><ul><ul><li>www.keirsey.com </li></ul></ul><ul><ul><li>The artisans </li></ul></ul><ul><ul><li>The rationales </li></ul></ul><ul><ul><li>The idealists </li></ul></ul><ul><ul><li>The guardians </li></ul></ul>
  12. 13. Communication Style
  13. 14. Indirect L Direct R Open T Self-contained B
  14. 15. Style Summary <ul><li>Relater --We’re all in this together, so let’s work as a team! </li></ul><ul><li>Socializer – Let me tell you what happened to me! </li></ul><ul><li>Thinker – Can you provide me documentation? </li></ul><ul><li>Director – I want it done right & done now! </li></ul>
  15. 16. Roots of Conflict <ul><li>Visible </li></ul><ul><li>Underlying Roots </li></ul><ul><ul><li>Jealousy/Insecurity </li></ul></ul><ul><ul><li>Competition </li></ul></ul><ul><ul><li>Ego/Control/Power </li></ul></ul><ul><ul><li>Anger </li></ul></ul><ul><ul><li>Cultural/Racial </li></ul></ul><ul><ul><li>Lack of communication skills </li></ul></ul><ul><li>Personal Response to Conflict </li></ul><ul><ul><li>Withdrawal </li></ul></ul><ul><ul><li>Denial </li></ul></ul><ul><ul><li>Surrender </li></ul></ul><ul><ul><li>Aggression </li></ul></ul><ul><ul><li>Reaction </li></ul></ul><ul><ul><li>Persuasion </li></ul></ul><ul><ul><li>Negotiation </li></ul></ul>
  16. 17. Importance of Resolution <ul><li>Conflict does not go away </li></ul><ul><li>Unresolved conflict can lead to greater problems </li></ul><ul><li>Conflict is Inevitable </li></ul><ul><li>Conflict can be Beneficial </li></ul><ul><li>Chronic Complainers </li></ul><ul><ul><li>Constant & loud </li></ul></ul><ul><ul><li>Conflicting statements </li></ul></ul><ul><ul><li>Attention seeking </li></ul></ul><ul><ul><li>Cognitively impaired </li></ul></ul><ul><ul><li>Manipulative </li></ul></ul><ul><ul><li>Bully & intimidate </li></ul></ul><ul><ul><li>Looking for a bargain </li></ul></ul><ul><li>Moments of TRUTH </li></ul>
  17. 18. How do you handle conflict? Copy this chart.
  18. 21. Personal Conflict Style <ul><li>Columns </li></ul><ul><ul><li>Compete </li></ul></ul><ul><ul><li>Collaborate </li></ul></ul><ul><ul><li>Compromise </li></ul></ul><ul><ul><li>Avoid </li></ul></ul><ul><ul><li>Accommodate </li></ul></ul><ul><li>Behavior Types </li></ul><ul><ul><li>Passive </li></ul></ul><ul><ul><li>Aggressive </li></ul></ul><ul><ul><li>Assertive </li></ul></ul>co-operativeness assertiveness avoid compete compromise collaborate accommodate
  19. 22. Conflict Management <ul><li>Foundation Elements </li></ul><ul><ul><li>Identify specific behavior </li></ul></ul><ul><ul><li>State your feelings </li></ul></ul><ul><ul><li>Acknowledge the positives </li></ul></ul><ul><ul><li>State your expectations </li></ul></ul><ul><li>Basic Assertive Rights~ </li></ul><ul><li>The I-message </li></ul><ul><ul><li>I feel (my specific situation) </li></ul></ul><ul><ul><li>When (the situations or behavior) </li></ul></ul><ul><ul><li>Because (my interpretation) </li></ul></ul><ul><ul><li>I would like (a specific response </li></ul></ul><ul><li>Using I-statements </li></ul>
  20. 24. Survival Tool Box Tool #1 Tool #2 <ul><li>Stress </li></ul><ul><ul><li>Body’s reaction </li></ul></ul><ul><li>Energy Building Exercise </li></ul><ul><ul><li>Energy shake </li></ul></ul><ul><ul><li>Mental vacation </li></ul></ul><ul><ul><li>Silent scream </li></ul></ul><ul><li>PRES~ </li></ul><ul><ul><li>Pause </li></ul></ul><ul><ul><li>Repeat </li></ul></ul><ul><ul><li>Empathize </li></ul></ul><ul><ul><li>Solve </li></ul></ul><ul><li>Empathetic Statements~ </li></ul>
  21. 26. Tool Box Tool #3 Tool #4 <ul><li>Response to Criticism </li></ul><ul><ul><li>Avoid Defensive Posture </li></ul></ul><ul><ul><ul><li>Agree </li></ul></ul></ul><ul><ul><ul><li>Listen deeply </li></ul></ul></ul><ul><ul><ul><li>Seek more information </li></ul></ul></ul><ul><ul><li>Negative Assertion </li></ul></ul><ul><ul><ul><li>Avoid escalation </li></ul></ul></ul><ul><ul><li>Self-Disclosure </li></ul></ul><ul><li>Know and Adapt </li></ul><ul><ul><li>Cannot change a situation that has already occurred </li></ul></ul><ul><li>Accept responsibility </li></ul><ul><li>Follow through on correction </li></ul><ul><li>Forgive yourself, move on, & do better next time! </li></ul>
  22. 27. PRES Pharmacy Practice <ul><li>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! </li></ul><ul><li>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. </li></ul>
  23. 28. PRES Pharmacy Practice <ul><li>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. </li></ul><ul><li>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. </li></ul>

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