1. BSc. Pharmacy, MSc. Clinical Pharmacy, PhD. Student
Communication Skills
Assertiveness By
Dr. Vian Ahmed
BSc. Pharmacy, MSc. Clinical Pharmacy, PhD. Student

2. Types of Behavior

3. Passive Behavior
Avoid conflict at all cost.

4. Characteristics of Passive Person
Passive persons will;
Not say what they really think out of fear that others may not agree.
Hide from people & wait for others to initiate conversation.
Put the needs of other people above their own.

5. Characteristics of Passive Person
4. Have a great deal of anxiety in relationships.
5. Worry about how others will respond to them &
have a high need for approval.
6. See themselves as victims who are subject to
the manipulation of others. It is this view that
is damaging to their self-esteem.

6. Features of Passive Pharmacists
Hide behind the counter,
Give prescriptions to clerks to hand to patients,
Avoid interaction with patients unless asked specific questions

7. Aggressive behavior
Win in conflict situations by dominating or intimidating others.

8. Characteristics of Aggressive Person;
Aggressive person will;
Promote their own interests or points of view but are hostile to the feelings, thoughts, or needs of others.
Think that aggression works as others back down in order to avoid prolonging the conflict.
Easily be angered & have a low tolerance for frustration.

9. Aggressive behavior; Some times people may act in subtle
ways to get even with the aggressive person.
Example 1;
patients who do not feel they are treated with respect in a community pharmacy may not return to that pharmacy & may tell friends about their negative experiences.

10. Aggressive behavior; Example 2; Employees who feel helpless
& undervalued can sabotage the
goals of their employer in a variety of indirect ways.

11. So
Aggressive individuals may “win” certain interpersonal battles in the short term, but their behavior often leads to negative long term consequences.

12. Assertive behavior
Is the direct expression of ideas, opinions & desires.
The intent is to communicate in an atmosphere of trust.
The goal is to stand up for oneself & to solve interpersonal problems in ways that do not damage relationships.
Assertiveness requires that you respect others as well as yourself.

13. Assertiveness Confident & forceful behavior.
Being assertive; being able
to stand up for your own or other people's rights in
a calm and positive way, without being either aggressive, or passively accepting wrong

14. Features of Assertive Pharmacists
Come out from behind counters,
Introduce themselves to patients,
Provide information on medications,
Assess the patient’s use of medications & problems with therapy.

15. Differences between Types of Behavior

16. Assertive techniques

17. Assertive Techniques Start statements with “ I”
Express your own beliefs & rights.
Express your thoughts & Feelings directly to reinforce your identity.
Include positive & negative information in a statement.
Assertive Statements; Simple, Soft, Empathic, Confrontive, & Persuative.

18. Empathic assertion
Contains an element of recognition of the other person’s feelings, needs or wants, as well as a statement of your needs & wants.
In this situation you want to indicate that you are aware of & sensitive to their position.

19. Empathic assertion Example 1;
I appreciate that you don’t like the new procedure, however, until it’s changed , I'd like to keep working on it.

20. Empathic assertion
Example 2;
I recognize that it's difficult to be precise on costs, however, I need a rough estimate.

21. Assertiveness & other health care professionals
When problems in patient therapies arise, consultations with physicians/ nurses are required.
If you needed to speak directly with the doctor, insist on your request.
Messages transmitted through third parties is not effective mean of communication.

22. PHARMACIST CALLING A NURSE IN A PHYSICIAN’S OFFICE
Case Study
PHARMACIST CALLING A NURSE IN A PHYSICIAN’S OFFICE
Pharmacist: This is J. L., the pharmacist at Central Pharmacy. I’d like to speak to Dr. S please.
Nurse: He’s with a patient right now. What is it you wish to speak to him about?

23. Case Study Continued…..
Pharmacist: I am concerned about Mrs. R’s prescription for metformin. I will need to speak to Dr. S about it. Please have him call me ASP he comes out from the patient examination.
Nurse: It might be quicker if you tell me what the problem is. I could talk to Dr. S & get back to you.

24. Case Study Continued…..
Pharmacist: Thank you, but in this case I would like to talk to Dr. S directly.
Nurse: He’s very busy today & we’re running behind schedule.
Pharmacist: I know he has a busy schedule but I must speak with him ASP. Please ask him to call.

25. Case Study Continued…..
The doctor calls back the pharmacist after 30 minutes;
Outline the correct statement made by the pharmacist?

26. Case Study Continued…..
A) Dr. S, this is the pharmacist at Main Street Pharmacy. I’m sorry to bother you—I know you’re busy—but I think there’s a problem with Mrs. R’s prescription for metformin.
B) Dr. S, this is J. L., the pharmacist at Main Street Pharmacy. I’m calling about a problem Mrs. R is having with her prescription for metformin.

27. Case Study Continued…..
Did you know that Mrs. R is still having diarrhea from the metformin? Do you want to change her prescription?
I spoke with Mrs. R today. She reports that she continues to have diarrhea after 3 months on the medication. She has stopped her walking program & is reluctant to leave the house because of the diarrhea. The effect on her life is so serious that you may want to consider switching her to a sulfonylurea such as glyburide or one of the newer thiazolidenediones such as Avandia® or Actos®, which are less likely to cause diarrhea.