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COMMUNICATION AND COUNSELING

Anna Wahyuni W., S.Farm ., MPH., Apt. COMMUNICATION AND COUNSELING. References :. Rantucci , M.J., 1997, Pharmacist Talking with Patients, A Guide to Patient Counseling , 1 th Ed, Williams & Winkins , Baltimore, Maryland.

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COMMUNICATION AND COUNSELING

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  1. Anna Wahyuni W., S.Farm., MPH., Apt. COMMUNICATION AND COUNSELING

  2. References : • Rantucci, M.J., 1997, Pharmacist Talking with Patients, A Guide to Patient Counseling, 1th Ed, Williams & Winkins, Baltimore, Maryland. • Rickles, N.M., Wertheimer, A.I., Smith, M.C., Social and Behavioral Aspect of Pharmaceutical Care, 2010, 2nd Ed., Jones and Bartlett Publisher, MA. • Beardsley, R.S., Kimberlin, C.L., Tindall, W.N., 2007, Communication Skills in Pharmacy Practice, 5th Ed., Lippincott Williams & Wilkins, Baltimore. • Glanz, K., Rimer, B.K., Viswanath, K., 2008, Health Behavior and Health Education : theory, research and practice, 4th Ed., John Wiley and Sons Inc., San Francisco.

  3. Counseling

  4. COMMUNICATION • Definition : A process of transmission of information, in which occur the emission, reception and comprehension of messages, both verbal (written and spoken) and nonverbal.

  5. INTERPERSONAL COMMUNICATION

  6. THE MODEL S = Sender R = receiver = messages/feedback loop = barriers S R S R

  7. Component • The sender • The messages • The receiver • The feedback • The barriers

  8. Responsibility of pharmacist in the model • As sender : assuring that the messages is transmitted in the clearest form, in terminology understood, in an environment condusive to clear transmission  need ask feedback and clarify misunderstanding • Speaking clearly, speaking slowly, using appropriate language, checking understanding.

  9. Responsibility of pharmacist in the model • As receiver : listening  provide feedback to assured accurate communication • Listen carefully, ask for clarification, write it down, repeat the message back in order to check the message received is the one given.

  10. The messages Including thoughts, ideas, emotions, information, or other factors. Consists of : • Factual information transmitted verbally, in written form or some combination. • Feeling information transmitted nonverbally.

  11. The critical component The receiver assign the same meanings to messages as intended by sender : • Words and their context • Congruence between verbal and nonverbal • Preventing misunderstanding • Using feedback to check the meaning of messages

  12. Perception and communication • Perceptions : perception of meaning messages and perception of individuals • Sharing the same perception : prevent misunderstanding  use lay language • Using feedback to check perceptions • Perception, credibility and persuation  trustworthiness, competence and personal dynamism

  13. Barriers includes : • Environmental • Personal • Patient • Administrative and financial • Time

  14. Environmental barriers • Crowded, noisy area • Privacy • The counter separating the sender and receiver messages

  15. Personal barriers(pharmacist’s perspective) • Lack of confidence • Personal shyness • Internal monologue  prejudging • Tendency to transfer problems to another person • Cross cultural factors • Fear of being in situation that is sensitive or difficult to handle

  16. Patient barriers • Patient perceptions of pharmacist as not being knowledgeable. • Patient belief that health care system is impersonal • Perception of their medical condition

  17. Administrative and financial • Pharmacist are not paid directly • The mechanism of dispensing prescriptions TIME BARRIERS • Inappropriate time

  18. NONVERBAL COMMUNICATION

  19. Nonverbal communication involves a complete mix of behaviors, psychological responses and environmental interactions through which consciously and unconciously related to another person • Concentrate on our own nonverbal communications and the various nonverbal cues provided by others.

  20. Element • Kinesics (body movement) • Proxemics (distance between persons when they communicate) • The physical environment • Paralanguage • Potential distracting nonverbal element.

  21. Kinesics Open posture : • varied eye contact (consistent but not stare) • Relaxed posture : how people sit, stand or lie • Appropriate, comfortable gestures • Frontal appearance • Slight lean toward other person • Erect body position (head up, shoulders back)

  22. Proxemics • The distance between two interacting persons • Approximate distance of the proxemity we generally accept in our day to day life :

  23. Environmental nonverbal factors • Private area consultation • The color used in pharmacy’s décor • The lighting • The use of space • The general appearance

  24. Paralanguage • Tone • Volume • Inflection

  25. Concept of health and illness

  26. Health

  27. Illness as social concept

  28. Illness as social concept It is possible to feel ill without suffering a disease and to suffer a disease without feeling ill.

  29. Individual and interpersonal models of health and illness behavior

  30. “ doktermemberitahusayabahwasayamembutuhkanobatini, tetapisayamerasabaik-baiksaja. Bapakdanibusayahidupsampaiusia 90 tahundantidakpernahmenggunakanobatini. Mungkinsayajugatidakmemerlukannya”. • “ sayatahubahwatekanandarahsayatinggidansayaharusmeminumobatdenganteraturtetapisayasangatsibukdanseringkaliterlupameminumobatnya”.

  31. Theories? What for? Help in designing intervention to address problem by identifying : • Why people are experiencing the health problem • What information is needed before developing intervention to address the health problem • How best to develop interventions to address the health problem • What to measure to determine whether the intervention is effective

  32. Theories in individual HB • The Health Belief Model • Theory of Reasoned Action, Theory of Planned Behavior • Transtheoretical Model of change

  33. Interpersonal model of HB How individual, environment and health behavior interaction with others within their social circles • Social cognitive theory • Theory clinician-patient communication

  34. The Health Belief Model

  35. Theory of reasoned action and theory of planned behavior

  36. Transtheoretical Model of Change

  37. The stage of change (transtheoretical) model (Prochaska and DiClemente, 1984) Premature way-out Contemplation: Weighing up pros and cons of changing Precontemplation: Client sees no problem but others disapprove Active changes: Putting decision into practice start Relapse: Return to previous pattern of behavior Maintenance: Actively maintaining change Optimal recovery Change conslidated Komunikasi dan Konseling 2010/2011

  38. Social Cognitive Theory

  39. Patient-centered communication function

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