Page 48 - Management Theory 2023-2024 Edition

www.pharmacyexam.com Krisman

1. Passive Behavior: This type of behavior is adopted by a nonassertive person in order to avoid conflict.
Persons who adopt this type of behavior will not say what they think or express their opinion because of
fear of others. The passive person “hides” from people and waits for others to initiate conversation.

2. Aggressive Behavior: This type of behavior is normally seen by people who seek to “win” in conflict
situations by dominating or initiating others. This person tries to promote his own interests or point of
view and does not respect other people’s feelings, ideas or needs.

3. Assertive Behavior: The third type of behavior (ideal behavior) is an assertive behavior. It is a type of
response that focuses on resolving conflict in relationships in an atmosphere of mutual respect. It is
defined as the direct expression of ideas, opinions, and desires. The assertive individual initiates
communication in a way that conveys concern and respect for others. To be assertive, each person tries
to convey the message through “This is what I think,” “This is how I feel about your presentation,” or
“This is what I think we should do.” The major factor in being assertive is the ability to present without
being an offensive to other people’s ideas, thoughts or their needs. It is required that pharmacists
should follow assertive behavior when communicating with patients.

Components For Successful Interview

Conducting a successful and effective interview is a hard task. The interview process contains several critical
components that need to be mastered. There are a few important components for successful interview skills.
These are:

1. Listening
2. Probing
3. Use of silence
4. Establishing rapport

1. Listening: Most times we see people who are better senders of information than receivers of
information. We have been taught to be good speakers or writers, but rarely we are good listeners.
Therefore, we have to more concentrate on listening part of communication process. Nothing will end
an interview faster than having a patient realize that you are not listening to them. Therefore, good
listening skills are inevitably required by pharmacists to conduct successful communication.

2. Probing: It is another important communication skill. It is defined as the art of asking questions in order
to get the most accurate information from the patient. Asking questions to patients requires skill.
Several things should be considered before asking questions to patients. Among them, the phrasing of
questions is the most important. Patients often react to questions which seem to describe them as ill.

For example: “Why are you taking these medications?” The question’s tone is more toward authority or
seeking explanation from patients. These types of questions must be avoided. Instead of this, one can
ask, “For what reason are you taking these medications?”

To conduct a successful interview, one must also know the difference between open- ended and close-
ended questions. The answers for close-ended questions generally end with either “yes” or “no.” This
type of question does not require a detailed explanation.
For example, “Has your doctor started this new medication just recently?” The patient may respond
with a “yes” or “no.” In contrast, open-ended questions neither limit the patient’s response nor induce

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