Empathic listening is a powerful tool
It is easy to get distracted when someone is speaking to you. Thought speed is faster than speech speed so we have free mental spare time. The vast majority of untrained listeners use this to take ‘mental vacations’, thinking about work or even personal concerns, often missing part of the information transaction.
If we are not mentally, physically and emotionally ready to listen, the consultation can fail.
Benefits of effective listening
- A better understanding of the patient’s message
- Clarity on the intention of the patient’s message
- Reduces confusion, conflict and misunderstanding
- Helps to build rapport and trust
- Visibly demonstrates that the pharmacist is consciously and empathically listening
- Enhances patient satisfaction
- Encourages pharmacist/professional enrichment
- Strengthens the professional-patient bond.