Tone of Voice
How we deliver a message is important in communicating with a patient. Matching the tone of voice to the conversation is key, for example if you are talking to a patient about a mental health issue you want to be kind and caring using soft and comforting language. However if you are talking about increasing their physical activity you will be more upbeat, using positive and motivating language.
By simply considering the tone and the emphasis on certain words you can have a dramatic effect. Try saying the following sentence using different tones and emphasising the words in red and see how it changes the tone:
What can I do for you today?
What can I do for you today?
What can I do for you today?
Always speak clearly, pronouncing words correctly and consider the speed at which you are talking. If a patient is hard of hearing or if English isn’t their first language they may find it difficult to understand you if you mumble, shorten words and speak very quickly.
Also consider the volume of your voice for example if the patient is hard of hearing or the pharmacy is noisy you may need to raise your voice slightly so the patient can hear you. Equally if the patient is quietly spoken you should reflect them.