Assertiveness and Persuasion[1]

8/13/2019 Assertiveness and Persuasion[1]

1/18

Assertiveness and

Persuasion


2/18

What comes to mind when

someone says you are:

Assertive

Persuasive

Aggressive Passive

Manipulative

Controlling


3/18

Personal Assessment

Do you already know your level ofassertiveness, 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 inconversations?

Do you ask people questions?


4/18

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.


5/18

Persuasion v. Coercion

Coercion

Persuasion

I am going to pick

you up and throwyou off the roof.

I am going to convince

you that you want to

jump off the roof.


6/18

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


7/18

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


8/18

How can we be more persuasive

with patients and others without

being aggressive?

Be patienti.e., reinforce your messages

over time Now, next time I see you well talk about ways tohelp you quit smoking..

Soften your appeals

You need to stop smoking. Everyone knows itsbad for you. (not)

I think you might see some improvement in theway you feel if you could find a way to quit..

Save your most important point for last.


9/18

Assertiveness

What happens to people who are not

assertive?

What are some of the characteristics of

people who are more assertive?


10/18

Assertiveness Skills

Confrontation

Let the person know they are beingaggressive and you do not like it.

State how you feel about the behavior andwhat 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 arerunning late, so that I can try to make otherarrangements for my daughter.


11/18


Saying no

When people make requests that are notreasonable, 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 mustspeak with her first. I can give you two tablesuntil..


12/18


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.


13/18


Expressing your opinion

Being expressive lets people know where you

stand

It can demonstrate credibilitymaking you

more persuasive

Doctor, I believe a short acting benzodiazepine

would be more appropriate in this patient due to

their age.


14/18


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?


15/18


Being more self disclosing

Very personal issue Sometimes, when you reveal personal information

it can present the image of being more assertiveshowing your confidence.

Sometimes, people will be thinking, a little toomuch 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.


16/18

Cases


17/18

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 ifyou want. But, I wanted to ask you

about Mrs. Smiths prescription for

Prozac.


18/18

Dr. Smith, this is Susan Stone, the

pharmacist at Village Pharmacy. Im

calling to verify the dose on Mrs.

Smiths prescription for Prozac.

Assertiveness and Persuasion[1]

Documents

Transcript of Assertiveness and Persuasion[1]