Verbal Communication

allelipraise's version from 2017-11-08 03:52

Section 1

Question Answer
Verbal communication The use of spoken words and sounds to successfully transfer a message from the sender to the receiver.
Good communication It is important to remember that being a good verbal communicator is not simply a matter of having a large vocabulary or the ability to use highly technical language.
Good communicationconsists of maximizing the effectiveness with which you understand what others are trying to tell you and accurately conveying what you want to say.
Content and word choice It must be as clear as possible, and this means that the speaker must first of all have a clear understanding of what they mean to say
Grammar can impede the clarity of the message and can diminish the confidence the listener has that the speaker knows what they are talking about.
Correct Pronunciation enhances understanding and rapport between the speaker and listener.
Incorrect pronunciationinhibits understanding and can cause mistrust.
ToneVital to the therapeutic relationship because it indicates an understanding of the patients needs and enhances the healthcare professional’s ability to meet those needs.
Expressive/Directive/Problem-solvingTypes of tone
Expressive tone pontaneous, emotional, and uninhibited • Expression of feelings, telling jokes, or complaining.
Directive Tone Authoritative and judgmental. • The kind of tone that a person uses when giving orders, exert leadership, or pass judgement.
Directive toneindication that there exists a difference in professional rank between the speaker and the listener.
Problem-solving ToneRational, objective, and unbiased. • The tone of voice we use to indicate to the listener that we are using the analytical portion of our brains to come to the correct answer about a certain set of circumstances.
Problem-solving tone tone that is what the patient rightfully expects from the healthcare professionals.

Section 2

Question Answer
emphasis place on certain words or parts of a sentence can lead to vastly different interpretations by the patient.
emphasisHow the speaker says what they want to say is as important as What they want to say.
SMALL TALKIs what we say to each other before we begin to discuss the business at hand.
SMALL TALKis not talk about emotional, personal, or controversial subjects.
SMALL TALKshould be viewed and used as a tool for building rapport with the patient.

Section 3

Question Answer
Listening WellAbility to be a good listener
Listening WellIn a relationship between a health professional and patient, the patient’s feeling of being understood is therapeutic in and of itself.
Listening WellYour ability as a pharmacist to provide your patients with the sense that they are understood is a crucial part of your effectiveness in communicating with them.
Listening WellYour ability to listen well influences the accuracy with which you are able to decode messages in a way that is congruent with patient’s intended messages.
Summarizing allows you to be sure you understood accurately all that the patient conveyed and allows the patient to add new information that may have been forgotten.
Paraphrasing • You convey back the essence of what he or she has just said. • Condenses aspects of content as well as some superficial recognition of the patient’s attitudes or feelings.
EMPATHYsensitive ability and willingness to understand the client’s thoughts, feelings, and struggles from the client’s point of view... It means entering the private conceptual world of another.
Empathyconveys understanding in a caring, accepting, nonjudgemental way.

Section 4

Question Answer
Passive BehaviorDesigned to avoid conflict at all cost.
Passive or nonassertive persons will not say what they really think out of fear that others may not agree.
Passive BehaviorThey put the needs or wants of other people above their own.
Passive BehaviorThey tend to have a great deal of anxiety in relationships.
Passive or nonassertive persons may see themselves as victims who are subject to the manipulation of others, which is damaging to their self-esteem.
Agressive Behaviorseek to “win” conflict situations by dominating or intimidating others.
Agressive Behaviorpromote their own interests or points of view but are indifferent or hostile to the feelings, thoughts, or needs of others.
Agressive Behavioreasily angered have low tolerance for frustration.
Agressive Behavior persons seems to believe that they should not have to experience frustration.
Agressive Behaviorperson responds with indignant anger in the experience of disappointment.
Agressive Behavior may “win” certain interpersonal battles in the short-term, but their behavior often leads to negative long-term consequences.
Assertive BehaviorThe direct expression of ideas, opinions, and desires.
Assertive BehaviorIntent is to communicate in an atmosphere of trust.
Assertive BehaviorConflicts that arise are faced and solutions of mutual accord are sought.
Assertive Behaviorinitiate communication in a way that conveys their concern and respect for others.
Assertive BehaviorThe goal of communication is to stand up for oneself and to solve interpersonal problems in ways that do not damage relationship
Assertive BehaviorFear of rejection or anger from others and need for approval. (Everyone should like me and approve of what I do)
Assertive Behavior Over-concern for the needs and rights of others. (I should always try to help others and be nice to them)
Assertive BehaviorBelief that problems with assertiveness are due to unalterable personality characteristics and are therefore, unchangeable. (This is just how I am)
Assertive BehaviorPerfectionist standards. (I must be perfectly competent. If I am not, then I am a failure. Others must also be perfectly competent and deserve to be severely criticized if they are not)
Inviting Feedback Your ability to hear criticism or suggestions without defensiveness or anger,
Inviting Feedback To admit when you have made a mistake
Inviting Feedback Allow you to identify areas of your professional practice that may need improvement and promote better relationships with others.
Setting limits means that you take responsibility for the decisions you make on how to spend personal resources without feeling resentful toward others for making requests.
Making RequestClearly communicating your expectations of others is an important part of carrying out the goals of the organization.
Making Request asking for help, is an important part of honest communication.
Being Persistentassuring that your rights are respected.
Reframing Focus on developing effective communication around a set of limited objectives.
Reframing Examine the potential validity of the other person's perspectives.
Reframing Establish a common ground. Search for areas of agreement and focus on desired outcomes with long-term perspective.
Reframing Identify opportunities to explore solutions not yet pursued and opportunities for “trade-offs” or compromises
Reframing Identify differences that cannot be bridged and at the same time explore conflict reduction actions that can still be taken.
Ignoring Provocations Interpersonal conflict may elicit various ways of trying to “win” by attempting to humiliate or intimidate others
Responding to criticism assertiveness problems relate to your ability to function more effectively as a pharmacist?