Thesis (M.A.)--University of Hong Kong, 1980. / Typescript.

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OBJECTIVE OF STUDY: The objective of the study was to examine the quality of interactions occurring between pharmacists and clients, the facilitators and barriers shaping the way pharmacists communicate with clients, and the use of client satisfaction ratings as an outcome measure for pharmacist-client communication. METHODS AND MEASURES: Verbal exchanges between consenting pharmacists (n=100) and clients (n=786) were audio-recorded during four-hour, on-site, observation periods. Clients rated their interaction with the pharmacist using an 11-item Client Satisfaction Rating instrument, while pharmacists completed a questionnaire examining the factors predisposing, enabling, and reinforcing their communication with clients. Subsequent to data collection, an expert panel listened to the audiotapes and rated the quality of the interactions using a 9-item Quality of Communication rating scale. FINDINGS: The mean overall expert rating for the pharmacist-client interactions was 4.0 (out of 7), and represented a "satisfactory" rating. Hierarchical multiple regression analysis revealed that the predisposing, enabling and reinforcing variables measured in the Pharmacists' Questionnaire accounted for 19% of the variance in pharmacists' technical quality scores. Client satisfaction ratings and expert ratings of communication quality were modestly correlated (r=0.14; p<0.001). CONCLUSIONS: While the 60% of consultations in this study met or exceeded the mandated communication requirements of pharmacy practice, pharmacists were uniformly weakest in their client assessment skills and in their discussions of medication precautions and non-pharmacologic approaches to symptom management. Most pharmacists in the study reported being highly predisposed to communicating with their clients, but many lacked the reinforcing factors, and to a lesser degree, enabling factors that are considered necessary to sustain quality communication in the workplace. Client satisfaction ratings were positively skewed with little variability, making it difficult to detect a relationship between the expert and client ratings. Reasons why the study was unable to capture more of the variance in its proposed relationships are provided, as well as areas for future research. KEY WORDS: pharmacist-client communication, client satisfaction, quality

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This study examined the effect of tag questions, hesitations, and hedges on participants' attitudes toward an advocacy, perceptions of the speaker, message, and cognitive responses regarding the message. Results from 351 participants showed that although linguistic power markers affected attitudes when participants were motivated to process the message, the markers did so through different processes. The use of hesitations in an advocacy affected influenced attitudes by affecting participants' perceptions of the speaker, whereas the use of hedges influenced attitudes by affecting participants' perceptions of the message. The use of tag questions in a message influenced attitudes, but this study failed to find the mechanism this effect. The overall finding suggest a more complex relation among linguistic power components and aspects of a persuasive appeal than once thought and researchers should consider the different aspects underlying the effects of linguistic power components on persuasion. / Department of Psychological Science

Note: / This dissertation demonstrates that people engage in word-of-mouth (WOM)communication not only to exchange information so as to make better choices, but alsoto establish social connections with others. Specifically, we find that people exchangeemotional information more often than cognitive information in WOM. / Cette thèse démontre que les gens communiquent par bouche à oreille nonseulement pour échanger l'information afin de faire de meilleurs choix, mais égalementpour établir des rapports sociaux avec les autres. Spécifiquement, nous trouvons que lesgens partagent l'information émotive plus souvent que l'information cognitive enbouche à oreille.

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This is a study of adolescent students talking in the classroom. It combines a sociocultural approach to learning with an ethnomethodological view of talk as social action and examines how young adolescents accomplish, in class, the work of 'being students'. Sociocultural theory takes the view that school is one of the contexts in which young people grow into mature social, cultural and institutional practices, through social interaction with 'expert' others. / Thesis (PhD)--University of South Australia, 2000.

This is a study of adolescent students talking in the classroom. It combines a sociocultural approach to learning with an ethnomethodological view of talk as social action and examines how young adolescents accomplish, in class, the work of 'being students'. Sociocultural theory takes the view that school is one of the contexts in which young people grow into mature social, cultural and institutional practices, through social interaction with 'expert' others. / thesis (PhD)--University of South Australia, 2000.

This is a study of adolescent students talking in the classroom. It combines a sociocultural approach to learning with an ethnomethodological view of talk as social action and examines how young adolescents accomplish, in class, the work of 'being students'. Sociocultural theory takes the view that school is one of the contexts in which young people grow into mature social, cultural and institutional practices, through social interaction with 'expert' others. / thesis (PhD)--University of South Australia, 2000.