Communication is more than just talking — it’s about understanding, connecting, and delivering your message clearly. Whether you’re listening to someone or crafting a written message, the way you approach it can make all the difference.
In this post, we’ll explore basic listening skills, when to use written communication, and how to write effectively so you can stand out in both personal and professional interactions.
Introduction to Basic Listening Skills
Basic listening skills are the fundamental abilities that enable you to understand and interpret what someone is saying. They go beyond simply hearing words; they involve processing the message, both verbal and non-verbal, and showing the speaker that you are engaged.
Self-Awareness
Before you can listen to others, you need to be aware of your own biases, emotions, and communication habits. Self-awareness is the ability to recognize how your own feelings and preconceptions might affect your interpretation of a message. It helps you set aside personal feelings and listen objectively, which is crucial for a pharmacist or other healthcare professional who must remain unbiased while listening to a patient’s concerns.
Active Listening
Active listening is a communication technique that involves fully concentrating on what is being said rather than just passively hearing the message. An active listener not only listens to the words but also pays attention to the non-verbal cues and emotion behind them. This requires being present in the moment and fully engaged in the conversation.
Becoming an Active Listener
To become an active listener, you must practice a combination of physical and mental techniques:
- Pay Attention: Give the speaker your undivided attention. Make eye contact and put away distractions like your phone.
- Show That You’re Listening: Use non-verbal cues like nodding, smiling, and having an open posture. Use verbal cues like “uh-huh” or “I see.”
- Provide Feedback: Reflect on what the speaker has said by paraphrasing their message in your own words. For example, “So, if I’m understanding you correctly, you’re concerned about…”
- Ask Open-Ended Questions: Encourage the speaker to share more information with questions that can’t be answered with a simple “yes” or “no.” For instance, “How have you been feeling since you started this medication?”
- Avoid Interrupting: Wait for the speaker to finish their thought before you respond.
Listening in Difficult Situations
Listening can be especially challenging in certain situations. It’s important to remain patient and calm when:
- Dealing with an Angry or Upset Person: Try to remain calm and empathetic. Validate their feelings by saying, “I can see why you’re upset.” Don’t take their anger personally.
- Managing a Distracted Environment: If possible, move the conversation to a quieter, more private area. If not, acknowledge the noise and ask the person to repeat themselves if you miss something.
- Communicating with Someone Who Is Unclear: Use clarifying questions and paraphrase what you’ve heard to ensure you haven’t misunderstood them. It’s better to ask for clarification than to make assumptions.
Effective Written Communication
Effective written communication is the process of conveying a message clearly and concisely through written words. It’s a critical skill in professional life, especially in pharmacy, where accurate documentation and clear instructions are essential for patient safety and professional collaboration.
When to Use Written Communication
Written communication is ideal when:
- A permanent record is needed: Documents like prescriptions, patient records, or legal contracts require a written record for accountability and future reference.
- The message is complex and requires detail: Written formats like reports or emails allow you to organize information logically and provide a clear, detailed explanation that might be confusing in a verbal conversation.
- The audience is large or geographically dispersed: Emails, newsletters, or memos can reach many people at once, regardless of their location.
- A formal tone is required: Official letters, policy documents, and formal reports often require a more structured and professional tone that is best conveyed in writing.
When Not to Use Written Communication
Written communication can be less effective when:
- The topic is complex and requires a discussion: A complex issue that requires immediate back-and-forth dialogue is better handled through a verbal meeting. Written communication can delay a resolution and lead to misunderstandings.
- Shades of meaning are important: Written words lack the nuance of tone of voice and body language. This can lead to misinterpretation, especially with sensitive topics or when sarcasm is involved.
- A personal or emotional connection is needed: A face-to-face conversation is far more effective for conveying empathy, building trust, or resolving a conflict. Written communication can seem impersonal or cold.
- The information is urgent and time-sensitive: A quick phone call or in-person conversation is better for urgent matters, as an email may not be seen right away.
Formal Communication
Formal communication in writing follows a specific structure and set of rules. It is typically used for official documents, professional correspondence, and reports. It is characterized by:
- A clear, professional, and objective tone.
- Correct grammar, punctuation, and spelling.
- A logical organization of ideas.
- The absence of slang or jargon that the audience wouldn’t understand.
In pharmacy, formal written communication is crucial for legal documents, prescriptions, and official letters.
Principle of Writing Effectively
The principles of Writing Effectively focus on delivering a message clearly, concisely, and with purpose. They involve using a clear and specific subject line to grab attention, placing the main point at the beginning so the reader immediately understands the purpose, knowing the audience to choose the right tone and language, and organizing the message in a logical flow for easy understanding. By following these principles, written communication becomes more engaging, professional, and effective in achieving its intended outcome.
Subject Lines
Subject lines are the first thing your audience sees, so they must be clear, concise, and informative. An effective subject line should:
- Summarize the content: Tell the reader exactly what the message is about.
- Be brief: Keep it short and to the point (ideally under 50 characters).
- Include a call to action: Use a verb to prompt a response, e.g., “Review,” “Action Required,” or “Please Advise.”
Example: Instead of “Question,” write “Question about the latest inventory report.”
Put the Main Point First
Begin your message with the most critical information. This “front-loading” technique ensures the reader understands the key takeaway even if they only skim the first few lines. Start with the main conclusion, recommendation, or request, and then provide the supporting details and background information.
Know Your Audience
Your audience determines your tone, word choice, and the level of detail you provide.
- Professional Audience: Use a formal tone, specific terminology, and focus on data and facts.
- General Audience: Use a conversational tone, avoid jargon, and provide analogies or simple explanations.
- Patients: Use simple, clear language. Be empathetic and focus on the information they need to know to take their medication safely.
Organization of the Message
A well-organized message is easy to read and understand. Structure your writing logically:
- Start with the main point: The most crucial information first.
- Provide context: Give the background information the reader needs to understand the main point.
- Offer supporting details: Include specific data, examples, or evidence.
- Conclude with a call to action: Clearly state what you need the reader to do next, e.g., “Please approve the budget by Friday,” or “Let me know if you have any questions.”