Communication is not just about speaking—it’s about connecting, understanding, and influencing. In pharmacy practice, effective communication is crucial for interacting with patients, colleagues, and healthcare teams. This unit covers the core elements that make communication work and explores different communication styles so you can adapt to various situations.
Elements of Communication
Elements of communication are the key components that make up the process of exchanging information. These elements work together to ensure a message is successfully sent, received, and understood.
Introduction
Communication begins when a person has something in their mind and wants to tell it to another person. This idea is then encoded into a message, which is sent through a channel to a receiver. The receiver decodes the message and provides feedback. Noise can interfere with any part of this process.
Face-to-Face Communication
Face-to-face communication is the most direct form of interaction. It’s rich in information because it includes both verbal and non-verbal cues. This form of communication allows for immediate feedback and is crucial for building trust and rapport. It is particularly important in professional settings like a pharmacy, where a pharmacist counsels a patient.
Tone of Voice
Tone of voice is a non-verbal element that conveys emotion and attitude. It’s the way we say something, not just the words we use. Tone can indicate sincerity, sarcasm, anger, or warmth. For example, a warm and empathetic tone can make a patient feel more comfortable and trusting, even if the words are the same.
Body Language (Non-Verbal Communication)
Body language is a powerful form of non-verbal communication that includes gestures, posture, facial expressions, and eye contact. It can reinforce, contradict, or substitute for a verbal message. For instance, a pharmacist can convey professionalism through an upright posture and attentive eye contact. Crossing one’s arms, however, can be interpreted as defensiveness or disinterest.
Verbal Communication
Verbal communication is the use of spoken words to exchange ideas and information. It’s a direct form of communication that allows for instant feedback. Clear and concise verbal communication is essential for giving instructions, answering questions, and clarifying information. In pharmacy, this involves a pharmacist clearly explaining a prescription to a patient.
Physical Communication
Physical communication is a broad term that often overlaps with non-verbal communication, but it specifically refers to the use of physical actions or objects to convey a message. It includes gestures, touch, and even the physical environment. For example, a welcoming office space or the physical act of handing a patient a prescription can be forms of physical communication that convey care and professionalism.
Introduction to Communication Styles
Communication styles are the different ways people express themselves, share information, and interact with others. Understanding these styles is crucial for effective communication, especially in a professional setting like pharmacy, because it helps you adapt your approach to better connect with patients and colleagues.
The Communication Styles Matrix
The Communication Styles Matrix is a model that categorizes communication into four styles based on two axes:
- Expressiveness: The degree to which a person uses emotion, gestures, and vocal variety. People with low expressiveness are more reserved, while those with high expressiveness are more open and animated.
- Assertiveness: The degree to which a person is direct, forceful, and opinionated in their communication. People with low assertiveness are more cooperative, while those with high assertiveness are more commanding.
By combining these two dimensions, the matrix identifies four primary communication styles: Direct, Spirited, Systematic, and Considerate.
Direct Communication Style
- Characteristics: These communicators are highly assertive and have low expressiveness. They are goal-oriented, concise, and focused on results. They prefer direct, to-the-point messages and dislike small talk.
- Example: A pharmacist with this style might say, “Take this medication once daily with food. It will lower your blood pressure. Any questions?” They are efficient and clear but may come across as abrupt or impatient.
Spirited Communication Style
- Characteristics: These communicators are both highly assertive and highly expressive. They are enthusiastic, energetic, and engaging. They love to share ideas and stories, but they can sometimes dominate a conversation. They are often charismatic and persuasive.
- Example: A Spirited pharmacist might enthusiastically explain, “This new medication is fantastic! It’s going to make a huge difference in your blood pressure. I’ve seen it work wonders for other patients, and I’m really excited about your progress!” They are passionate but may miss details.
Systematic Communication Style
- Characteristics: These communicators are low on expressiveness and low on assertiveness. They are analytical, logical, and data-driven. They focus on facts, details, and precision. They prefer to have all the information before making a decision and may be perceived as reserved or cautious.
- Example: A pharmacist with a Systematic style would explain, “The clinical trials for this drug showed a 15% reduction in systolic blood pressure in 80% of patients. It’s an ARB, and its half-life is approximately 10 hours. You should take it at the same time each day to maintain a consistent plasma concentration.” They are thorough but may lack warmth.
Considerate Communication Style
- Characteristics: These communicators are highly expressive but low on assertiveness. They are supportive, empathetic, and focused on building relationships. They are good listeners and are sensitive to others’ feelings. They may avoid conflict and can be seen as indecisive.
- Example: A Considerate pharmacist might say, “I understand that taking a new medication can be a little overwhelming. How do you feel about this? I’m here to answer any questions you have, and we can go over this as many times as you need. Your well-being is my top priority.” They are empathetic and patient but may not get straight to the point.