Are you an effective communicator? Most of us tend to think that we’re pretty good at communicating (even though we’re probably not as good as we think we are.)
But communicating well is especially important for those who work in independent community pharmacies. Communication is key to developing closer bonds with patients. And for many individuals, a personal connection may be the reason they choose your independent pharmacy over the competition.
Communication is an essential tool that every independent community pharmacist must learn.
Master your communication skills with these tips.
1. Be relatable to others
To be a successful communicator, you must connect with people on a personal level. They may forget exactly what you said, but they’ll remember that you connected with them on an emotional level.
As a business owner and pharmacist, you probably want to project a certain persona. Maybe one of authority or expertise. That’s important, but it’s also important to be human. To be relatable.
For example, if a patient is struggling with a chronic illness, be empathetic. When people perceive you as genuine, it makes communicating easier.
2. Make yourself available
Effective communicators make themselves available and cut out all other distractions to zero in on the conversation at hand.
Whether it’s a patient needing help navigating her confusing Medicare Part D plan, or an employee sharing an idea for a new business venture—be available.
Giving your time and attention to the person speaking is a simple, yet effective, way to nurture a relationship and strengthen communication.
3. Respond to body language
A person’s body language can speak greater volumes than actual words.
And, given your authority as an owner or manager, it may be difficult for some individuals to directly express how they feel.
For example, if an employee is stressed with too many duties, he may not want to let you know he’s feeling overwhelmed. Paying attention to that employee’s body language, and whether or not he’s showing outward signs of stress, can help you become a better communicator.
4. Avoid jargon
Difficult-to-pronounce prescription names are second nature to you, but not everyone is as comfortable with this language as you are.
Some patients might not even know that there are brand and generic drugs, for example. Using complex words with your subordinates can make them feel as if they’re being spoken down to.
If you’re looking to become a more effective communicator, skip the tricky terminology and simplify your words.
5. Be an active listener
The most effective communicators are active and attentive listeners.
Active listeners provide their full attention to the person speaking and ask specific questions to avoid confusion or miscommunication.
For example, if you’re dealing with a disgruntled patient, listen to her frustrations and avoid coming up with an answer in your head while she’s still talking.
Giving the patient a chance to speak her mind will show her you care about what she has to say. Plus, providing your full attention will lessen the risk of you missing something she may have said.
Discover 10 things patients want to hear from you.
