Principles and Elements of Interpersonal Communications Lecture 2 Communication skill 4th stage

What is Interpersonal Communication? it is face-to-face communication process by which people exchange information, feelings, and meaning through verbal and non-verbal messages. is not just about what is actually said (the language used), but HOW it is said and the non-verbal messages sent through tone of voice, facial expressions, and body language. - it is a complex practice that is essential in dealing with patients and other health care providers. 6/2/2019

sender, message, receiver, Feedback barriers. COMPONENTS of THE INTERPERSONAL COMMUNICATION MODEL Interpersonal communication has a number of elements. Commonly these elements include: sender, message, receiver, Feedback barriers. 6/2/2019

Sender transmits the message Encoding is the selection of words, signs, symbols etc. 3. Message is the element that is transmitted 4. Channel is the method of communication like email, phone, face to face etc. 5. Receiver receives the message 6. Decoding is the interpretation of what we just heard 7. Feedback to the sender 8. Barriers that affects the accuracy of the message 6/2/2019

REPRESENTATIONAL MODEL OF COMMUNICATION Decoding Encoding Barriers Message Feedback Communication Channel Receiver Sender Context Matters 6/2/2019

THE SENDER In MOST situations, senders formulate (encode) messages before transmitting them. However, in SOME cases, messages are transmitted spontaneously without the sender thinking about them. 6/2/2019

THE MESSAGE Messages can be thoughts, ideas, emotions, information, and can be transmitted both; verbally (by talking) and nonverbally (by using facial expressions, hand gestures, and so on). Answer: that he wanted his new prescription and that he would like to have his prescription for heart medication refilled. By looking down at the ground and mumbling rather than speaking clearly, he might have been expressing embarrassment, shyness, or hesitancy to talk with you. perhaps because he had not been taking his heart pills regularly. In the earlier situation, Mr. Raymond may not have been aware that he was transmitting nonverbal messages to you. 6/2/2019

THE RECEIVER As the receiver, you “decode” the message and assign a particular meaning to it, which may or may not be the sender’s intended meaning. In receiving and translating the message, you probably considered both the verbal and nonverbal components of the messages sent by sender. 6/2/2019

FEEDBACK Feedback is the process whereby receivers communicate back to senders their understanding of the sender’s message. In the feedback loop, the initial receiver becomes the sender of feedback, and the initial sender becomes the receiver of feedback. Feedback allows communication to be a two-way interaction rather than a one-way monologue. Feedback can be simple, such as merely nodding your head, or more complex, such as repeating a set of complicated instructions to make sure that you interpreted them correctly. 6/2/2019

FEEDBACK During the communication process, most of us tend to focus on the message and frequently miss the opportunity for feedback. as senders of messages, we fail to ask for feedback from the receiver, or in some cases ignore feedback provided by others. As receivers of messages, we fail to provide appropriate feedback to the sender about our understanding of the message. 6/2/2019

BARRIERS These barriers affect the accuracy of the communication exchange; for example a loud sound in your pharmacy when you are trying to talk to patients. A crowdy pharmacy, or a busy pharmacist. safety glass partition between you and patient. telephones ringing in the background. Patient’s inability to hear you due to his defective hearing aid. 6/2/2019

Sender responsibilities As a sender, you are responsible for ensuring that the message is transmitted in the clearest form, in terminology understood by the other person, and in an environment conducive to clear transmission. To check whether the message was received as intended, you need to ask for feedback from the receiver and clarify any misunderstandings. Thus, your obligation as the sender of a message is not complete until you have determined that the other person has understood the message correctly. 6/2/2019

Receiver responsibilities As a receiver, you have the responsibility of listening to what is transmitted by the sender. To ensure accurate communication, you should provide feedback to the sender by describing what you understood from the message . Practice has found that without appropriate feedback, misunderstandings occur because we may or may not interpret the meaning of the various verbal and nonverbal messages in the same way as the sender intended. Many times, we feel that feedback is not necessary because we assume that we understand each other completely. 6/2/2019

Congruence between verbal and non-verbal messages If the verbal message obviously did not match the nonverbal message, and the receiver may be confused about the true message intended by the sender. To avoid this incongruence, as a sender, you must be aware of the nonverbal messages as well as the verbal messages. As a receiver, you must point out to the sender that you are receiving two different messages. The final message is not what is said, but what the receiver perceives was said. 6/2/2019

Preventing misunderstanding We need to ask certain questions to determine their perceptions; Statements or Questions That Elicit Feedback “I want to be sure I have explained things clearly. Please summarize the most important things to remember about this medicine.” “How do you intend to take the medication?” “Please show me how you are going to use this nasal inhaler.” “Describe in your own words how you are going to take this medication.” 6/2/2019

Importance of Perception in Communication Perception is important, because we tend to interpret messages based on our perception that some times lead to misinterpret what we hear. Thus, perceptual barriers need to be minimized, by; Using of feedback to enhance our ability to verify the true meaning of messages. Use terms and concepts that are familiar to the patient, you should also avoid using professional jargon. 6/2/2019

USING FEEDBACK TO VERIFY PERCEPTIONS Just think how many medication misadventures could be prevented if pharmacists would have asked patients to give them feedback using this phrase, “Before you leave, could you please tell me how you are going to use this medicine?” The receiver can also alleviate some misunderstanding by offering feedback to the sender. After receiving the message, receivers should summarize the key elements of the message. 6/2/2019

Nurses always complain about pharmacists. Our perception of the message is also influenced by our perception of the individual sending the message. because we tend to be influenced by a person’s cultural background, status, age. . People who are mentally ill do not comply with their medication regimens. Nurses always complain about pharmacists. Elderly people can’t hear well and always talk too much. People who talk slow are lazy. Women with red hair have a temper. 6/2/2019

Their past experiences with pharmacists. Unfortunately, patients may have perceptions of you as a pharmacist that interfere with your ability to communicate with them that influenced by Their past experiences with pharmacists. What others have said about pharmacists. What they have read in magazines and newspapers. What they have hear and see in social media. For example, patients may perceive you as an uncaring, busy person who is concerned only with filling prescriptions and taking their money, this may influence on what they may say to you and how they may listen to you. If they perceive you as a professional, they will listen to what you tell them about their medications. 6/2/2019

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SUMMARY The interpersonal communication is more than offering a printed prescription label, or handing the patient a medication information leaflet. Make sure that your messages are received accurately and the meaning of your message is translated as intended (by asking for the feedback ). The receiver can also alleviate some misunderstanding by offering feedback to the sender. After receiving the feedback, receivers should correct and summarize the key elements of the message. 6/2/2019

Preventing the misunderstanding by trying to understand the perceptions of other individuals. using “lay language,” which is familiar to patients, rather than medical terminology, which is familiar only to health care professionals, can enhance understanding. Enhance your listening skills so that you can become a better receiver of messages as well. 6/2/2019

Thanks for your attention 6/2/2019