It is easy to get distracted when someone is speaking to you. We can think faster than we can talk, so we have free mental spare time. The vast majority of untrained listeners use this time 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, a consultation can fail.

Effective listening leads to a better understanding of a patient’s message, and clarity on the intention. It reduces confusion, conflict and misunderstanding, and helps to build rapport and trust by visibly demonstrating that the pharmacist is consciously and empathically listening. Taken together, this will enhance patient satisfaction, contribute to pharmacist/professional enrichment and strengthen the bond between professional and patient. 

There are many challenges to effective listening within the pharmacy, including interruptions, time pressures and ongoing activities. We need to be able to recognise these.