The Word “But” – Communicating to Be Heard Corner
Ever hear a compliment, only to be let down when you hear the word “but”? “You’ve been doing a great job with counseling patients lately, BUT let us move more patients through the pharmacy faster.”
Before you hear anything else after “BUT”, you already anticipate to be let down by something negative. It’s what my friend & Communications Expert Kay White calls “The Great Eraser” in her #1 best-selling book “The A to Z of Being Understood: Make Your Voice Heard and Your Conversations Count”.
What if you could change the tone of what you’re about to say by making a simple switch?
Here are two simple tips I learned from Kay to overcome “The Great Eraser:”
Tip #1: Changing “but” to “and”. A useful way to avoid the “but” trap is to replace it with ”and.” The word “and” works as a bridge, instead of breaking the sentence up and highlighting the negative.
Example: “You’ve been doing a great job with counseling patients lately, and why don’t we move more patients through the pharmacy faster also.”
Tip #2: Flip It – Say the negative part first, and the positive part last. That way the comment is left on a positive note.
Example: We really need to move more patients through the pharmacy faster, but you’ve been doing a great job with counseling patients lately.
Doing this will make a difference between being heard and having both points received vs. ending a conversation on a negative note. Start watching for The Great Eraser as you counsel patients, talk to co-workers or your pharmacy manager, or even think to yourself—I’ll bet you catch yourself doing it more often than you think.
It might take a while to get used to pausing before talking to avoid using the word “but,” BUT it is worth it because it will make a huge difference in your communication skills and help you to really be heard in the work place and in your personal life. Comment below on what you think of these tips, or how it’s going for you trying them out.
#1 Reason for Communication Challenges in a Pharmacy
The #1 communication method that causes misunderstandings in pharmacies is….
You voted & the results are in from last month’s poll of pharmacy residency directors and pharmacy managers. The most popular answer was email. Face-to-face communication is currently in 2nd place. Do you agree?
What method of communication has caused you the most misunderstandings? If you haven’t voted yet, vote here & see the latest tally so your input is counted.
Tired of emails causing you frustrations with miscommunication? Here are 7 ways to prevent this issue from happening, including when & when not to use email.
When Pharmacy Management Doesn’t Listen
One frustration pharmacists express frequently when they are tired of their current job is that management doesn’t listen to their ideas. What challenges do you experience that keep you from bringing ideas to your supervisor?
Here are quick tips on how to overcome challenges with your pharmacy supervisor not being receptive to your ideas:
- STEP 1: Come up with a few solutions for the problem(s) you plan to bring up. This way, your supervisor does not see you as just a complainer, but a problem-solver.
- STEP 2: Talk about your suggestion from the perspective of what it would do for the pharmacy, pharmacy manager/director, or the rest of the pharmacy staff (or everyone who would be involved with the suggestion you’re making).
- STEP 3: Tell them how you are a part of the solution. Describe what your ideas are and what role you will play in the solution. Pharmacy supervisors/managers like it when you are not just making more work for them, but you will help them implement what you want to see.
STEP 4: If you are turned down by your supervisor, ask him/her, “What are your hesitations about my suggestions?” “What additional information do you need to help you make a decision with this suggestion?” “What are the challenges you foresee with this suggestion?” “What other kinds of solutions do you suggest?” If you are certain your solution is the answer to the problem you are noticing/experiencing, tell your supervisor “maybe we can try it for awhile and I can help you test it. At the end of (agreed duration), you can evaluate it and decide if it makes sense”.
If your suggestion was still turned down by your pharmacy manager, keep in mind that you can ask again when you have more information to support your suggestion, or when the timing is different.
If your suggestion was accepted, go back to your supervisor with a progress report in a timely manner that is mutually discussed.
Read more on our blog on about how to overcome other pharmacy workplace challenges, including Gossiping and Backstabbing in the Pharmacy.