Page 44 - Management Theory 2023-2024 Edition

www.pharmacyexam.com Krisman

There are two types of kinesics (Body Postures):

1. Open Posture
2. Closed Posture

1. Open Posture: Sincerity, respect, and empathy for the patient can be nonverbally communicated by an
“open posture.” The perfect example of an open posture is standing with a full frontal appearance to
the person with whom you are interacting. As an open communicator, the pharmacist should have his
legs comfortably apart, not crossed, arms at the side with the palms of the hands facing front, and a
facial expression indicating interest and a willingness to listen as well as speak.

A list of expressions helps to communicate through an open posture:

1. Relaxed posture
2. Varied eye contact (consistent, but not a stare)
3. Frontal appearance
4. Slight lean toward the other person
5. Erect body position (head up, shoulders back)
6. Comfortable and appropriate gestures
7. Facilitating movements of legs and hands

Out of these, we briefly discuss eye contact and vocal qualities here.

1A. Eye contact: Facial expressions are assumed to reveal personality traits. A great deal of information is
communicated through head and facial movements, but the person’s eyes provide more clues than any
other facial expressions. Therefore, a gaze is classified as a major nonverbal signal to others.

For successful communication, a pharmacist should have frequent and attentive eye contact with the
patient, but avoid just blank stares. Eye contact helps pharmacists to convey the message to the patient
that “I am listening.”

1B. Vocal qualities: Pitch, range, tone, clarity and tempo are classified as vocal qualities. Pitch refers to
frequency level of voice. Pitch level influences patient attitudes toward pharmacists and the content of
the message.
Voice clarity is also an important element for effective communication. Pharmacists must speak clearly
and audibly in order to successfully communicate with patients. Tempo is the speed of vocal production.
Inappropriate silences and delays may irritate the patient and result in a poor communication. Fast
tempos with frequent pauses are often associated with emotions such as fear or anger. Slow tempos are
also associated with anger, however sometimes it may be due to depression, sadness or a lack of
confidence. A slow tempo with frequent pauses and utterances like “uh,” “er” and “um” normally
indicate a patient’s uncertainly.

2. Closed Posture: A closed posture is adopted by a person who does not wish to continue communication.
The expressions involve legs crossed at the knees, head facing downward, eyes looking at the floor and
arms folded in front of the chest. Any time during conversation, if any of the parties adopts this posture,
it indicates unwillingness to continue communication. Communication from a closed posture is shortens
or halts further productive interaction between parties.

146