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Assertiveness and Persuasion

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Do you already know your level of assertiveness, persuasiveness? If asked to give a speech to a large group do you cringe in horror and decline the invitation? ... – PowerPoint PPT presentation

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Title: Assertiveness and Persuasion


1
Assertiveness and Persuasion
2
What comes to mind when someone says you are
  • Assertive
  • Persuasive
  • Aggressive
  • Passive
  • Manipulative
  • Controlling

3
Personal Assessment
  • Do you already know your level of assertiveness,
    persuasiveness?
  • 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?

4
Never forget
  • In many cases, 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.

5
Persuasion v. Coercion
I am going to pick you up and throw you off the
roof.
I am going to convince you that you want to jump
off the roof.
Coercion
Persuasion
6
Persuasion
  • Related 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 agressive

7
How can we be more persuasive with patients and
others without being aggressive?
  • 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…
  • Be honest about your intentions
  • I need to call your doctor to verify this
    prescription…
  • I cant read the strength….(not)
  • Be personally credible, admit when you dont know
    something
  • Im not familiar with the use of nystatin for
    mental alertness…

8
How can we be more persuasive with patients and
others without being aggressive?
  • Be patient i.e., reinforce your messages over
    time
  • Now, next time I see you well talk about ways to
    help you quit smoking…..
  • 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…..
  • Save your most important point for last.

9
Assertiveness
  • What happens to people who are not assertive?
  • What are some of the characteristics of people
    who are more assertive?

10
Assertiveness Skills
  • 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.

11
Assertiveness Skills
  • Saying no
  • When people make requests that are not
    reasonable, just say no.
  • Set your personal limits
  • Personally and professionally
  • Moral, ethical, preferences, legal, etc.
  • 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…..

12
Assertiveness Skills
  • Making 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.

13
Assertiveness Skills
  • Expressing your opinion
  • Being expressive lets people know where you stand
  • 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.

14
Assertiveness Skills
  • Initiating conversations
  • Be a starter, seek opportunities to engage others
  • Avoid being abrupt or pushy
  • Hello, Im the pharmacist, Mary, and I noticed
    you looking at the cough medications, can I help
    you select one?

15
Assertiveness Skills
  • Being 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
  • I take a blood pressure medication very similar
    to this and I have not had any negative side
    effects….

16
Cases
17
Dr. Smith, this is Susan Stone, the pharmacist at
Village Pharmacy. Im 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.
18
Dr. Smith, this is Susan Stone, the pharmacist at
Village Pharmacy. Im calling to verify the
dose on Mrs. Smiths prescription for Prozac.
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