How to really listen



This CPD module is about how to listen to patients effectively. It will include advice for improving listening skills and overcoming barriers in order to conduct the best possible consultations.

Developing good listening skills can have a positive impact on patient outcomes


  • To review techniques for effective listening, to aid the outcome of patient consultations.


  • To explore the benefits of effective listening skills for better patient care
  • Examine several ways to become a more conscious and empathic listener
  • Work through an exercise with a colleague or friend to receive feedback on your listening skills to identify if there are specific areas that you need to improve on.

Contributing author:

Jacqui Dougan BSc Pharm, MPSNI, MBA, DipCommun, is a pharmacy management consultant and trainer with TLC Performance, director of quality at United Drug Sangers NI Ltd, and past president of the Pharmaceutical Society of Northern Ireland

About this module

Pharmacy needs strong managers, effective leaders and people with the right skills to drive the profession forward. With this in mind, P3 Business CPD modules are written as practical learning tools for use by anyone in the pharmacy team.

Continuing professional development (CPD) is a statutory requirement for pharmacists. Completion of the module will contribute to the nine pieces of CPD that must be recorded in a year, as stipulated by the GPhC.

Record your learning and how you applied it in your practice using the action and evaluation record at the end of this module, which will then be stored in your personal learning log. You must be registered on the website to do this.