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This 4 page Study Guide was uploaded by asinzgurlz on Friday October 7, 2016. The Study Guide belongs to at St. John's University (NY) taught by in Fall 2016. Since its upload, it has received 2 views.
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Date Created: 10/07/16
Michelle Huang Professor Chux C. Okochi RCT 1005C September 8, 2016 Chapter Review Chapter #7 In Chapter 7 of Bruce Berger’s book, “Communication Skills for Pharmacists,” Berger exemplifies the significance of assertiveness in the pharmaceutical field. Although at times we may need to be uphold an empathetic reaction to patients, other times we simply cannot comply with unrealistic demands that are asked of us. Assertion is the professional manner we as pharmacists must abide by as well as our manifestation of respect towards patients and ourselves. In doing so, we are recognizing our rights and communicating effectively to achieve the best results possible. Berger starts off by stating that assertiveness is “standing up for personal rights and expressing thoughts, feelings, and beliefs in direct, honest, and appropriate ways that do not violate another person’s rights (Berger 87).” This, in essence, is demonstrating that we have the capability to refuse illogical and nonsensical demands of patients without experiencing guilt. Instances whereby patients want to change their dosage or from brand to generic medications without a prior authorization could potentially evoke guilt because we are supposed to put patients as our first concern. However, our hesitation in such situations may harm our welfare and profession since it undermines our boundaries. We must be able to learn how to say no especially in the pharmaceutical realm as countless lives are put in our hands. There is also a weight on respect in terms of assertiveness that draws a line from deference, which is “acting in a subservient manner—as though the other person is right or better simply because he/she is older, more powerful, etc. (Berger 87).” Ultimately, as pharmacists we must be able to stand our ground and believe that what we are doing is right thus eliminating doubts about our judgment calls. The discussion further highlights that we need to recognize our autonomy as individuals so that we are disconnected emotionally and physically from patients. Pharmacists encounter numerous occurrences where fussy individuals nag or curse due to the long wait time, but they must recognize that their anger is directed towards the incident and not the person. We must not blame ourselves for these arising occasions as long as we are checking patient’s medications properly! If we lack the assertiveness and give in to the patient, it could harm our performance while on the job. Therefore, no matter how big of a conflict that emerges in the pharmacy, an evident separation between emotions and profession needs to be drawn apart. Pharmacists have to keep in mind they cannot govern others and can only try their best to help patients. All in all, having the characteristic of assertion enables better responses to realistic/unrealistic demands in the pharmacy. Chapter 7 also discusses ways to become assertive by suggesting the process of making “I” statements in order to “take responsibility for our feelings, ideas, and needs (Berger 89).” This reiterates the idea that we cannot alter the way others respond to us, but only change our own responses to particular situations. For example, a patient who has to pay a large copay for a couple of pills may be infuriated with the cost. The pharmacist, in response, may provide one of two responses: “I can address your concern, but I don’t want to be yelled at. It’s distressing” or “People like you aggravate me! All you do is complain!” The first response directs patients to calm down so the pharmacist can obtain a better understanding of what his/her requests are and detach the situation from emotions associated from it. On the other hand, the second response fails to mediate the anger and exacerbates the issue even more! “I” statements are utilized in such manners so that we respect others as well as ourselves because of our acknowledgment of feelings and rights. When we exhibit decisiveness through our actions, patients have a tendency to return the same appreciation and interact in a more desirable way. In short, assertiveness is critical to build up positive relationships with patients and ensure that pharmacists feel good about making their decisions. Word Cited Berger, Bruce A. "7." Communication Skills for Pharmacists: Building Relationships, Improving Patient Care. Washington, DC: American Pharmacists Association, 2009. 8796. Print.
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