What is the importance of listening skills upon communication in pharmacy practice in Vietnam?

Under Sub-section 2.2.2.a, Section 2.2, Chapter II of the Pharmacy Practice Handbook (Issued in conjunction with Decision 696/QD-QLD in 2021), the importance of listening skills upon communication in pharmacy practice in Vietnam is specified as follows:

Listening skills are demonstrated through attentive listening, active listening, proactive listening, and encouraging the interlocutor by effectively using non-verbal language such as eye contact, facial expressions, gestures, and body language to encourage the counterpart, patient, and customer to exchange information.

When it comes to communication skills, people often think of speaking skills. However, listening skills are equally important and can be more challenging to practice. Many studies show that most people do not have good listening skills.

In pharmacy practice, listening can be even more challenging due to the perceptions and attitudes of those involved in communication or time constraints. Particularly in the context of a pharmacist - a retail drug seller - who is busy and constantly interacting with many customers.

Listening skills are the key to effective communication. Moreover, a pharmacist - a retail drug seller - cannot implement the patient-centered strategy without effective listening skills. Remember that the patient is the one who knows the most about their health status. Therefore, listening helps the pharmacist - the retail drug seller - fully receive information and messages from the patient and encourage them to continue expressing their opinions, showing respect and empathy for the speaker. From the information listened to correctly and adequately, the pharmacist - the retail drug seller - can adjust subsequent messages in communication with the patient and provide appropriate feedback.

Sincerely!