Empathy and Assertiveness

The action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner. What is this describing?

Empathy

An affinity, association, or relationship between persons or things wherein whatever affects one similar affects the other; mutual or parallel susceptibility or a condition brought about by it; unity or harmony in action or effect. What is this describing?

sympathy

What are the barriers to empathic responses?

complex problems, time sensitive, unknown, technology, cultural norms/beliefs, and vulnerable

8 steps to listen for empathy:

1. Decide to connect with empathy

2. use subtle cues to convey that you are listening intently and her the first “golden moment”

3. Listen for underlying feelings

4. listen for underlying needs or values

5. remain present when you are listening

6. consider responding verbally

7. look for cues that the speaker has finished

8. Reflect on you experience and rejuvenate for the next time!

Communication style utilized in patient interaction is called what?

clinical empathy

Practicing empathy response can lead to?

Improved patient satisfaction, increased adherence to regimens, more accurate diagnosis, reduced patient distress, improved health outcomes, fewer medical errors, and fewer malpractice claims.

What are the subtle cues to convey that you are listening intently and her the first “golden moment”?

Nonverbal communication and acknowledge the patient

Patients may offer subtle cues (hinting) to determine if the pharmacist is open to the discussion (hoping) is called what?

Hint and hope

What the 3 listen for underlying NEEDS or VALUES?

Avoid conclusion on hoe the message is delivered, try to focus on what the message contains, and how and what you convey is your responsibility.

How do you remain present when you are listening?

Avoid jumping quickly (allow patients to complete their thoughts), nonverbal cues are critical, empathy is not responsible for solving all problems, empathy is not creating a trusting relationship to lead to more effective care

When to respond verbally?

need additional clarifications and patient is looking for confirmation from you, verbal responses should remain focused on the patient

In look for signs of the conversation, what should be done here?

move to the next stage of the conversation

In reflect for the next time what should be done here?

move to the next stage of the conversation

Failure to communicate causes what?

Inadvertent patient harm and cause medical error

What does the Swiss cheese model represent?

it represents that each medical error that is being done starting from the physician, If not caught, will go down to the pharmacist, nurses, and the actual error would go to the patient.

Being able to stand up for you own or other people’s rights in a calm and positive way, without being either aggressive, or passively accepting wrong is called what?

Assertive communication

What are the 3 styles of communication?

Passive, Assertive, and Aggressive

What is passive communication?

Allow other to infringe
on their rights
• Speak softly or
apologetically
• Fail to express feelings,
needs, or opinions
• Allow grievances and
annoyances to mount
leading to outbursts
• Poor eye contact,
slumped posture

What is assertive communication?

• Clearly state opinions
and feelings without
violating others’ rights
• Express feelings clearly
and respectfully
• Competent and in
control of self
• Stand up for rights of
themselves and others
• Listen without
interrupting

What is aggressive communication?

• Use humiliation to
dominate others
• Criticize, blame, and
attack others for issues
• Impulsive and
overbearing
• Rude and threatening
• Advocate for needs in a
way that violates others
• Generate fear and
hatred

What are the useful techniques for Assertive?

Fogging, acknowledging the truth, disagreeing with criticism, broken record technique, getting useful feedback, and delaying a response.

Fogging:

Acknowledge truth and ignore judgment , identify the intent and common value, tune out the tone, phrases like “could be”, “thanks”, “yes”

Acknowledging the truth

Explanations can sound defensive, allow the other person to be heard, creates accountability and ownership, identifies what has the potential to change

Disagreeing with criticism:

if comments are unwanted, disagree polity with the comment (be cautions of generalization)

broken record:

stating same or similar response to repeated question/comment, useful if no new or additional information is provided and only the tone or emotions change, and using a polite tone and not escalating

getting useful feedback

if conversation is vague, probe for details, gets specifics to understand the root of the cause, allows you to respond to trust issue

delayed response

use phrases like: “let me get some information and ill get back you”. Never make up a response or guess

Why aren’t people direct or assertive?

Lack of ability/personal characteristics, belief that “is not their job”, low confidence, past experience

What assertive doesn’t look like:

Hint or hope (speaking indirectly), accusations or distribution of blame, “you” statements, avoiding of disagreement, ignoring identified problems, and public questioning of individual competence.