Transcript Assertiveness and Persuasion

Assertiveness and
Persuasion
What comes to mind when
someone says you are:
 Assertive
 Persuasive
 Aggressive
 Coercive
 Passive
 Manipulative
 Controlling
Personal Assessment
 Do
you already know your level of
assertiveness, persuasiveness?
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If asked to give a speech to a large group do
you cringe in horror and decline the invitation?
When another person is hostile towards you
do you automatically become defensive?
Do most people know you by name?
Do you make efforts to engage others in
conversations?
Do you ask people questions?
Never forget:
 As
we have discussed, sometimes it is
how you say it, not what you say that
matters most in interpersonal
communication. So, be especially aware
of your non-verbals when it comes to
assertiveness and persuasion.
Persuasion v. Coercion
I am going to pick
you up and throw
you off the roof.
Coercion
I am going to convince
you that you want to
jump off the roof.
Persuasion
Persuasion
 Related
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to perceptions of credibility
Trustworthy
Qualified
Personal dynamism
 How
could being more “persuasive” assist
a pharmacist in patient care, or you in
dealing with others?
 Caution: Persuasive not pushy….
How can we be more persuasive
with patients and others without
being aggressive?
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Find common ground
• We both want you to get better as soon as possible…
• We both want you to get completely better, so, you need to finish all
this antibiotic…
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Be honest about your intentions
• I need to call your doctor to verify this prescription…
 Be personally credible, admit when you don’t know
something
• I’m not familiar with the use of nystatin for mental alertness…
• I’ve got to call your doctor, I can’t read the strength on your
prescription…
How can we be more persuasive
with patients and others without
being aggressive?
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Be patient – i.e., reinforce your messages over
time
• Now, next time I see you we’ll talk about ways to help you
quit smoking…..
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Soften your appeals
• You need to stop smoking. Everyone knows its bad for you.
(not)
• I think you might see some improvement in the way you feel
if you could find a way to quit…..
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Save your most important point for last.
Assertiveness
 What
happens to people who are not
assertive?
 What are some of the characteristics of
people who are more assertive?
Assertiveness Skills
 Handle
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confrontation
Let the person know they are being
aggressive and you do not like it.
State how you feel about the behavior and
what the results of the behavior will be.
• When you arrive late for your shift, I feel angry
because it makes me late to pick my daughter up
from the sitter.
• I would appreciate it if you would call when you are
running late, so that I can try to make other
arrangements for my daughter.
Assertiveness Skills
 Saying
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“no”
When people make requests that are not
reasonable, just say no.
Set your personal limits
• Personally and professionally
• Moral, ethical, preferences, legal, etc.
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Because your doctor is not available right
now, I can not refill your prescription. I must
speak with her first. I can give you two tables
until…..
Assertiveness Skills
 Making
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requests
Key Point:
• Do not be afraid to ask for what you want.
• I want you to make an appointment to see your
doctor about your knee pain. The symptoms you
have described are serious enough that they need
to be assessed before we try to treat this with over
the counter medications…
• If you can speak to me with out being disrespectful
we can continue this conversation.
Assertiveness Skills
 Expressing
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your opinion
Being expressive lets people know where you
stand – but avoid “TMI”
It can demonstrate credibility – making you
more persuasive
• Doctor, I believe a short acting benzodiazepine
would be more appropriate in this patient due to
their age.
Assertiveness Skills
 Initiating
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conversations
Be a starter, seek opportunities to engage
others
• Avoid being abrupt or pushy
• Hello, I’m the pharmacist, Mary, and I noticed you
looking at the cough medications, can I help you
select one?
Assertiveness Skills
 Being
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more self disclosing
Very personal issue
• Sometimes, when you reveal personal information
it can present the image of being more assertive –
showing your confidence.
• Sometimes, people will be thinking, “a little too
much information”
• Find the balance….use your rapport to know your
limits
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I take a blood pressure medication very similar to this
and I have not had any negative side effects….
4 Magic Phrases
 These
can be used to shut down difficult,
annoying or threatening communication –
within limits:
 Start with: That’s interesting…
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Tell me more.
Why would you say that?
Why would you do that?
Why would you ask that?
Mini-Case
Dr. Smith, this is Susan Stone, the
pharmacist at Village Pharmacy. I’m
really sorry to bother you. I know you
are very busy. I could call back later if
you want. But, I wanted to ask you
about Mrs. Smiths prescription for
Prozac.
Dr. Smith, this is Susan Stone, the
pharmacist at Village Pharmacy. I’m
calling to verify the dose on Mrs.
Smiths prescription for Prozac.
A patient has just seen their GI specialist
who wrote her a prescription for Procardia.
The patient presents the Rx to their
pharmacist. While interviewing the patient
the pharmacist is asked by the patient what
Procardia is supposed to treat. The
pharmacist indicated that Procardia is used
primarily for blood pressure or other
cardiovascular problems, but, that it can be
used for other indications. The patient
takes the prescription and leaves abruptly.
Less than 30 minutes later an angry
physician calls the pharmacist and says: "I
do not want you to counsel any of my
patients on their prescriptions in the future
since you don't seem to know much about
drugs."
A patient approaches the prescription
counter where a young female pharmacist
is working. The pharmacist greets the
patient. The patient then asks if he can
speak to the pharmacist.
A patient returns to the pharmacy two days
after having a prescription for an expensive
blood pressure medication filled. The
patient slams his bottle down on the
counter and angrily states that their bottle
was 5 tablets short. "Can't you do anything
right around here?"
A pharmacist who is working alone is
counseling a patient about her prescription.
During the counseling, the pharmacist
notices another patient impatiently waiting
to drop off a prescription. After the
counseling is completed with the first
patient, the pharmacist greets the
"impatient" patient who simply glares at the
pharmacist and does not respond to her
questions. The pharmacist, in an effort to
smooth things over, says to the patient, "I
am sorry you had to wait a few minutes,
but, I try to provide the best possible care
to my patients and this does take time."
Was this a good assertive response?