The principles of listening: steps 8-10
08
Listen to the person's tone. Volume and tone of voice both add to what a customer is saying.
09
Get the whole picture. One of the most difficult aspects of listening is the ability to link together pieces of information. But this is exactly what's needed in a pharmacy setting to get the whole picture from a customer.
10
Wait and watch for non-verbal communication. Gestures, facial expressions and eye movements can all be important. We don't just listen with our ears, but also with our eyes.
Don't forget!
Do not jump to conclusions about what you see and hear. You should always seek clarification to ensure that your understanding is correct.