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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
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Using Politeness Theory to Deconstruct How Preregistrant Pharmacists Approach Disagreement in the Workplace.

Yannee Liu1, Averil Grieve2, Steven Walker1

  • 1Faculty of Pharmacy and Pharmaceutical Sciences, Monash University, Melbourne, Victoria, Australia.

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Preregistrant pharmacists understand politeness theory for workplace disputes. Training should include simulated scenarios to bridge awareness and practice, especially when situational urgency is a factor.

Keywords:
PharmacyPoliteness theoryPreregistrant pharmacistWorkforce

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Area of Science:

  • Pharmacy Practice
  • Communication Studies
  • Social Psychology

Background:

  • Workplace disputes are common in professional settings.
  • Understanding communication strategies is crucial for effective conflict resolution.
  • Politeness theory provides a framework for analyzing face-to-face interactions.

Purpose of the Study:

  • To investigate how preregistrant pharmacists engage in workplace disputes.
  • To apply politeness theory to understand pharmacists' conflict resolution approaches.
  • To identify factors influencing pharmacists' communication strategies in disputes.

Main Methods:

  • 56 preregistrant pharmacists participated in two mock job judgment scenarios.
  • Scenarios involved conflicts with colleagues of lower and equal hierarchical status.
  • Responses were coded using politeness theory, analyzing engagement in face-threatening acts (FTAs) and communicative strategies.

Main Results:

  • 89% of participants indicated they would engage in face-threatening acts.
  • Key drivers for engagement included roles/responsibilities (scenario A) and situational urgency/safety (scenario B).
  • On-record approaches were more common in scenario A; empathetic approaches in A, explanatory in B.

Conclusions:

  • Preregistrant pharmacists demonstrate awareness of face-work principles.
  • Simulated practice is essential for developing actual communication skills in disputes.
  • Politeness theory can inform training, but needs to integrate situational urgency.