1. Nonverbal Communication
Communication skill
Lecture 3

2. Overview
Interpersonal communication involves both verbal and nonverbal expression.
Words are not the only way by which pharmacists communicate since words normally express ideas, whereas nonverbal express attitudes and emotions.
Nonverbal behavior is more powerful than verbal. If the spoken word contradicts nonverbal behaviors, the observer will believe the nonverbal messages.

3. What is nonverbal communication?
Anything that does not involve words. - you are constantly providing “ nonverbal messages” to those around you by your dress, facial expression, body movements, and other aspects of your appearance and behavior.

5. Importance of non verbal communication
First: they mirror thoughts and feelings. Second: it is difficult, and almost impossible, to “fake” during an interpersonal interaction. Third: congruence between your verbal and nonverbal messages will lead to have a successful interpersonal communication.

6. When analyzing nonverbal communication: 1- avoid focusing on just one cue, look at all the nonverbal cues (signal) that you are receiving. 3- Use verbal communication to fully understand the meaning of the nonverbal behavior.

7. Elements of Nonverbal Communication
Include:
kinesics (body movement).
Proxemics (distance between communicating persons).
physical environment in which communication takes place.
Distracting factors.

8. Kinesics Means the body movement
Using arms, legs, hands, head and face may have a dramatic impact on the messages that you send.
It should reflect interest, empathy, sincerity, respect.

9. In general, individuals from various societies use different body movements to communicate certain messages. for example; - hand shaking is nonverbally indicate friendship or acceptance of the other person when meeting each other. However, in some cultures it is more appropriate to bow to each other rather than shake each other’s hand.

10. Kinetic (open posture);
open posture is standing (or sitting) with a full frontal appearance to the other person, you should also have your legs and arms comfortably apart (not crossed), and a facial expression that expresses interest and a desire to listen as well as speak.
An open posture can nonverbally communicate sincerity, respect and empathy for another person.

11. Closed posture occurs when you have your arms folded in front of your chest, legs crossed at the knees, head facing downward, and eyes looking away from the patient.

12. Communication from a closed posture may shorten or halt further productive interactions. Sometimes when you want to limit the interaction with an overly talkative person it is appropriate to use close posture.

13. Key Components of Kinesics
Varied eye contact (consistent, but not a stare).
Relaxed posture.
Appropriate comfortable gestures (signals).
Frontal appearance (shoulders square to other person).
Slight lean toward the other person.
Erect body position (head up, shoulders back).

14. Proxemics
Is the distance between two interacting persons that plays an important role in nonverbal communication. you must consider the distance factor whenever you consult with patients, You should stand close enough to ensure privacy and make the patient feels comfortable. - The most appropriate distance is that from 45 cm to 150 cm

15. Proxemics ; distance between 2 interacting persons

16. Proxemics
The type of instructions that you need to give to the patient will also affect the distance. For sensitive issues, such as explaining the use of a rectal or vaginal medication, you may need to enter the patient’s private zone, especially if others are around. Patients usually indicate nonverbally whether they feel comfortable with the distance by either stepping backward or leaning forward.

17. Environmental nonverbal factors
environmental factors that play important roles in communicating nonverbal messages to patients:
the pharmacy’s décor: the color, lighting , design elements of the counseling area , the space and location of the pharmacy.

18. 2. prescription counter serve to keep the prescription dispensing process from the public’s view. However, they can also serve as communication barriers if they inhibit your interaction with your patients.

19. Environmental nonverbal factors
3. presence of a private consulting area may indicate to your patients that you are interested in counseling them in a private manner.
general appearance of the pharmacy, like, Dirt, clutter (noise) mess, and untidiness carry negative nonverbal messages.
physical characteristics of pharmacy staffs or employees also send non verbal message to patients . Professional staff should dress appropriately.

20. Distracting Nonverbal Communication
Distracting nonverbal elements include:
Lack of eye contact: limits your ability to receive feedback from the patient about the messages that you are giving.
If you do not look at patients while they are talking, they may get the impression that you are not interested in what they are saying therefore using good eye contact but not continually stare at patients, because that may make them feel uncomfortable as well.

21. Distracting Nonverbal Communication
Facial expression: Should be consistent with your verbal expressions , An inattensive facial expression may send a message that you did not intend to transmit.
Body position: Most patients will judge your willingness to talk to them based on their perception of your body position. You must be aware of your body position. Does it project your sincere desire to talk with your patients or does it show a lack of concern or interest?

22. Distracting Nonverbal Communication
Tone of voice. People interpret the message not only by the words use, but also by the tone of voice you use.
For example, a comment in a sarcastic or threatening tone of voice will produce a different effect than the same phrase spoken with an empathic tone.
In addition, conveying a message in a dull (boring), monotone voice may convey a lack of interest on your part.

24. Some tips to improve interpersonal communication include:
Watch your patients Before engaging in a conversation, watch their behavior to get a clue about their feelings. They may appear to be embarrassed before they reach the prescription counter.
Discuss sensitive issues with clarity and you can step away to a quieter area to discuss it.

25. 3. Be cognizant of the potential for nonadherence
3. Be cognizant of the potential for nonadherence. Many patients with sensitive issues do not follow their medical regimens as directed. Check medication refill rates and observe patient behavior when they are describing how they take their medications. If you suspect nonadherence to medication regimens, ask open-ended questions to assess patient attitudes and feelings. For example, you could ask “How do you feel about taking this medication?” This gives you an opportunity to watch and listen to both verbal and nonverbal messages.

26. 4. Recognize distracting nonverbal elements and then try to overcome them.
-if you have a soft voice and you sense that the patient cannot hear you, then you should lean toward the patient, raise your voice, or move the patient into a quieter section of the pharmacy.
- If you naturally cross your arms while talking to others. You can overcome the possible perception that you are acting defensively by using other nonverbal elements, such as smiling, using a friendly tone of voice or moving closer to the patient.

27. 5. You should concentrate on your own nonverbal communications, since even simple advice, such as “ store this in the refrigerator and shake it well every time you use it’’ may be influenced by your facial expression and tone of voice.

28. Thanks for your attention