Nonverbal Communication for Pharmacists - Essay Example

Nonverbal Communication for Pharmacists Name Institution Course Instructors Name Date of Submission Introduction Communication is an essential part of everyday life for humans as social animals. Communication basically being the process of coding and decoding messages or putting messages across through different mediums, there are particular guidelines that rule over the process. In most cases, the guidelines applied in communication depend on the context, the communicators and the message involved. For pharmacists, the need for effective communication is very important more so, the ability to apply communication dynamics aptly in different situations and scenarios. It should be acknowledged here that, different situations call for different communication skills. For instance, communicating with patient requires pharmacists to be sensitive to their feelings. One of the key components of effective communication skills vital for practicing pharmacists is proper body language or nonverbal communication. This paper provides a critical discussion of nonverbal communication as an effective communication skill and also gives a personal reflection on the expected application of the skill as a practicing pharmacist in future. Discussion In pharmacy, good communication skills are largely drawn from active listening, good questioning techniques and picking of nonverbal cues (Rutter & Newby 2012). Nonverbal communication is thus just one of the three main pillars of effective communication skills for pharmacists. Experts in human behaviour have highlighted the importance of nonverbal communication through research which has indicated that human communication could be 90% nonverbal with facial expressions capable of relaying 250 000 messages (Chisholm-Burns, Waillancourt & Shepherd 2010). This further strengthens the importance of nonverbal communication for pharmacists who interact with patients with various needs and from different cultural backgrounds. Nonverbal messages are expressed by posture, facial expressions, gestures, activities, voice quality, tone and eye contact (Galt 2006). Same way as verbal communication, nonverbal communication is embedded and heavily influenced by culture. This implies that there are different ‘languages’ of nonverbal communication. However, there are several universally accepted nonverbal communication signs and gestures. For instance, the crying of a baby for rational adults and parents is a cue that the child is uncomfortable in various ways such as hunger, soiled diaper etc. Through experience, the mother learns how to differentiate each type of cry with a certain message. Nonverbal communication is often made and interpreted in clusters to give meaning. For instance, a friendly hand shake accompanied by a pleasant-sounding “thank you” and a smile after an interaction indicates that the person is pleased. Nonetheless, an effective nonverbal communicator should be able to tell the difference in such a handshake that is not accompanied by a smile but instead a sneer and interpret that the person was not pleased by the interaction though he/she tries to lie about it. While such communication can tell a lot on whether the patient was pleased or not, this type of communication cannot give the reasons why such a person is pleased or not pleased (Beardsley, Kimberlin & Tindall). Therefore, nonverbal communication gives cues but not full messages as verbal or written communication would do. Beardsley, Kimberlin and Tindall (2007) introduce another approach to nonverbal communication by indicating that it involves kinesics, proxemics and elements of the physical environment. While Galt (2006) writes that nonverbal communication gives hidden messages, Beardsley, Kimberlin and Tindall (2007) say that some forms of nonverbal communication mirror innermost thoughts and feelings. For pharmacists, this is a very important matter as one needs to learn how patients feel about certain things without necessarily asking them. Moreover, nonverbal communication is often genuine as it is very hard to fake feelings during interpersonal interaction (McDonough Pharmd & Bennet 2006). Proficiency in nonverbal communication comes in handy in verifying verbal communication in one-on-one interactions (Tietze 2004). Where nonverbal communication is not consistent with the spoken word, then questions must be asked to clarify with a genuine message. Kinesics refers to how arms, legs, hands, face and torso are used in communicating. As health professionals, pharmacists should generate a feeling of empathy and commitment towards their patients. Any posture or movement of the aforementioned organs should give a message of wiliness to interact and also show openness. For instance, bowing one’s head and avoiding eye contact on the part of a pharmacist could imply that he is not interested in the patient or he is withholding some information. Beardsley, Kimberlin and Tindall (2007) suggest that pharmacists should do self analysis during one-on-one interactions. The authors say that when a patient reacts in a certain manner such as giving a closed posture suggesting ending a conversation, the pharmacist should self examine whether he has prompted such a posture from the patient. Proxemics deals with the analysis of the distance between two interacting persons (Galt 2006). The distance between two interacting persons, such as a pharmacist and a patient, relays significant nonverbal information. In normal circumstances, the distance maintained between two communicators ranges from four to twelve feet. A distance greater than twelve feet is reserved to persons speaking to a large audience. The space ranging from bodily contact to eighteen inches is deemed personal and reserved for very close persons. Pharmacists should therefore be keen to observe personal space when communicating with patients one-on-one. In the case of counselling a patient, a pharmacist should stand close enough to ensure privacy and at the same time keep sufficient distance to observe personal space. The physical environment of communication involves many factors such as the prescription counter, dress code of the pharmacist, hygiene and general orderliness. The design of the prescription counter is a significant concern among many patients (Rutter & Newby 2012). Some prescription counters are designed in manner that they enforce a larger distance between the communicators. This could create discomfort on the part of the patient who fears that other patients may overhear their confidential conversation with the pharmacist. Furthermore, the prescription counter should be kept neat with all drugs and medication kept in an appealing manner. An unkempt prescription counter could create doubt on the part of the patient thus affecting his emotional well being which is likely to have an effect on his physical well being (Tietze 2004). A professional dress code on the part of a pharmacist also conveys assertiveness and professional competence to patients thereby building their confidence in the prescription and pharmacists too. There are special cases of nonverbal communication especially involving elderly persons, disabled persons and children below five years. It is assumed that children above five years can competently express how they feel and hence pharmacists should always be keen on nonverbal cues from such children (Tietze 2004). Nonetheless, their parents or guardians should not be locked out from such conversations wholly. For the disabled persons, a pharmacist should always rely on applicable methods of communication such as writing. Where interpreters are needed in case of sign language, competent ones should be used. Prescription counters should also provide communication aids such as hearing devices where necessary. As for the elderly people, reading of nonverbal cues should be adjusted accordingly. For instance, elderly people with hearing difficulties may require to be addressed more closely to their ears. Again, an elderly person capping his ears during a conversation could indicate that they have hearing difficulties. A competent communicator should respond accordingly to such cases (Beardsley, Kimberlin & Tindall 2007). Reflection There are numerous ways in which nonverbal communication comes into play for pharmacists as professionals. As an aspiring professional pharmacist, I intend to keenly observe the discussed issues pertaining to nonverbal communication upon venturing into the industry. While some issues of communication apply largely to all professions, I take keen interest in the fact that majority of the people I will be communicating with in dispensing my duties will be patients and fellow professionals. Nonetheless, the discussion has given priority to nonverbal communication with patients. I recognise the fact that many patients can use nonverbal cues from the pharmacists which can hinder or promote delivery of health care. As a pharmacist, I will always strive to maintain an impeccable dress-code that reflects my professionalism and competence. Furthermore, I will always seek to maintain acceptable distances between my clients and me. Where applicable, I will suggest improvements on the prescription counter to facilitate the desired nonverbal communication environment. Given that communication is two way, I will work on my observation skills continuously. This will assist me in taking in nonverbal cues from patients where applicable. For instance, I will be very keen on assessing whether verbal messages from patients are supported by their nonverbal communication. This can be very helpful in identifying patients who lie about their health situations such as history of drug abuse. On another level, I have promised myself to work on learning different cultural coding of nonverbal communication and messages. This will equip me with the necessary knowledge and skills needed to communicate effectively with patients from wide cultural backgrounds. This is very important for my career growth given that I have a keen interest in working in a humanitarian organisation which might mean working overseas. References Chisholm-Burns, M., Vaillancourt, A. & Shepherd, M. (2010). Pharmacy Management, Leadership, Marketing and Finance. London: Jones & Bartlett Learning. Beardsley, R., Kimberlin, C. L. & Tindall, W. (2007). Communication Skills in Pharmacy Practice: A Practical Guide for Students and practitioners. Sydney: Lippincott Williams & Wilkins. Galt, K. A. (2006). Developing Clinical Practice Skills for Pharmacists. Melbourne: ASHP McDonough, R. Pharmd, M. & Bennet, M. (2006). Improving Communication Skills of Pharmacy Students Through Effective Precepting. American journal of pharmaceutical Education, 70(3): 58-69. Rutter, P. & Newby, D. (2012). Community Pharmacy: Symptoms, Diagnosis and Treatment. Sydney: Elsevier Health Sciences. Tietze, K. (2004). Clinical skills for pharmacists: a patient-focused approach. London: Mosby Read More