Telephone Skills
We now move from face-to-face encounters to phone calls. You will use the phone a lot as a pharmacist and there are differences between the two forms of communication.
Compared to face-to-face communication, telephone conversations are usually more formal and less personal, so most people enjoy them less. On the phone we are more task-centred, ask more questions, interrupt less, and we are generally briefer than when we meet someone.
Conversing on the phone forces the participants to concentrate more on what is actually said, since body language is absent. It is not surprising therefore that the telephone is a major medium by which pharmacists respond to clinical problems. It is convenient, and allows a lot of information to be imparted quickly.
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Tips for Communicating on the Phone
Always introduce yourself. Be professional.
Prepare. If you know you will be discussing a clinical problem in advance, prepare your response fully before phoning your patient or colleague. Have relevant resources close at hand in case of further questions. If you are confronted by a clinical problem unexpectedly, don’t feel rushed into a response before you’re ready. Check the person’s deadline and phone them back.
Voice. Since the voice is the focal point of phone communication, use it! Adopt a fluent conversational style of speaking, emphasising key points by repeating them or changing the voice. Don’t fire out facts like a machine gun; don't waffle or drone on monotonously.
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Be clear. Give specific, concrete, instructions and simplify complex details to improve clarity. You can always offer to provide more information or written details if the enquirer wants it.
Listen. Don’t just focus on the questions you’re asked, listen to the other person’s responses. Do they sound uncertain, worried, unconvinced; are they concentrating on what you’re saying? Don’t be afraid to challenge:
- “You sound distracted, would it be better to phone back later?”
- “Did you want me to chat to your colleague about this as well?”
- “Is this not what you were expecting me to say?” etc.
Check understanding. The recipient’s understanding should be checked at regular intervals, and information should not be passed on more quickly than the he or she can assimilate it. Useful phrases include:
- “Are you with me there?”
- “Do you think this approach will work?”
- “Did you want me to go through that again?” etc.
Finally, try to remember to ask the person if they are satisfied once you feel you’ve answered their questions:
- “Is that ok?”
- “Do you think you’ll be able to sort this out now?”
- “Is there anything else you need?” etc.
You can ask your tutor or a colleague to evaluate your performance on the phone by listening in and completing this assessment document for you. This could constitute part of a peer-review type CPD exercise.
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