Many of us listen not with the intention to understand, but with the intention to respond. Listening may appear easy, but we often fail to do this empathically or consciously. When time is an issue, it is the quality and not necessarily the quantity of pharmacist-patient communication that is vital. Enhancing your listening skills improves professional and patient satisfaction, and quality of care.

Pause to reflect

Like most people, pharmacists sometimes take ‘mental vacations’ (what’s for dinner? How am I going to finish that work in the dispensary by the end of the day? Did I remember to lock the front door this morning?) when attempting to listen. Many professionals learn to recognise these mental vacations and use an action, such as moving in a seat or a certain gesture, to alert them to focus once more on the conversation at hand. 

During one day in your pharmacy, make a note of the number of mental vacations you take during conversations with others. Observe the impact on your listening performance and the conversation. How could you refocus to become a more effective listener? 

References

1. Carter S.R., Moles R., White L., Chen T.F. 2014. The impact of patients’ perceptions of the listening skills of the pharmacist on their willingness to reuse home medicines reviews: a structural equation model. Res Social Adm Pharm Mar-Apr 2015;11(2):163-75.
2. Greenhill N., Anderson C., Avery A., Pilnick A. Analysis of pharmacist-patient communication using the Calgary-Cambridge guide. Patient Educ Couns. 2011 Jun;83(3):423-31.