{"id":6190,"date":"2014-11-12T00:31:50","date_gmt":"2014-11-11T23:31:50","guid":{"rendered":"https:\/\/blogdelarechercheclinique.com\/?p=436"},"modified":"2025-05-21T10:55:19","modified_gmt":"2025-05-21T08:55:19","slug":"howtocommunicateeffectivelywithyourinvestigatoryourtecandyourpharmacist","status":"publish","type":"post","link":"https:\/\/blogdelarechercheclinique.com\/en\/howtocommunicateeffectivelywithyourinvestigatoryourtecandyourpharmacist\/","title":{"rendered":"How to communicate effectively with your investigator, your CRC and your pharmacist?"},"content":{"rendered":"

How to communicate effectively with his investigator, his SSC\u00a0and pharmacist?<\/h1>\n
\"Do<\/a>

Do you want a smily and motivated investigator?<\/p><\/div>\n

Facing main investigator and his team when performing quality-control as a CRA is not always a comfortable situation. How to communicate confidently and being soft at the same time? During ARC trainings, there is not necessarily a course on the subject: but on the one hand some could be lucky enough as they are naturally good communicators, or on the other hand you directly learn in the field. However, a successful monitoring necessarily mean effective communication. Here are the gestures and words to do to have, or not, in your on site communication.<\/p>\n

<\/h2>\n

Look regularly at your interlocutor<\/strong><\/h2>\n

During a conversation, look regularly at your main\u00a0investigator and his team members in the eye. If he is sitting, sit down, if he is standing, stand up. Having eyes at the same height as his will keep an equal footing and maintain a dynamic exchange. It is better\u00a0to avoid looking down at the floor during sensitive issues because it shows a\u00a0lack of confidence. This situation may\u00a0happen if you do not feel comfortable with\u00a0what you’ve said. When you’re not comfortable, you can fix a point between his eyes, your interlocutor will think you look at him and it will take\u00a0you less\u00a0effort.<\/p>\n

Respect a social distance between you and your\u00a0interlocuter<\/strong><\/h2>\n

A certain distance is required between you and your interlocutor. We all recognize that there is an acceptable distance between us and others. We are different, and this distance varies from one another. For a constructive and friendly exchange, be careful with this. You may know the proper distance by observing your interlocutor. If he steps back slightly, you’re too close. Take this lesson\u00a0into account in your future conversations.<\/p>\n

Put\u00a0yourself by three quarters<\/strong><\/h2>\n

When you speak\u00a0with your interlocutor, it is better to be at\u00a0\u00be position rather than face to face. This will allow being less frontal and will maintain a collaborative atmosphere.<\/p>\n

Forget threatening gestures<\/strong><\/h2>\n

Avoid pointing a finger on\u00a0a document, file or anything else. Pointing a\u00a0finger is often perceived as aggression, especially if you deal with\u00a0a contentious topic.<\/p>\n

Do not cross your arms during a discussion<\/strong><\/h2>\n

When we listen to someone during a presentation, it is not a problem to cross your arms. However, during a discussion, this may seem as a\u00a0barrier and prevent a fluid communication. If you do not know where\u00a0to put your arms, leave\u00a0them along your body or use them to emphasize your arguments.<\/p>\n

Speak clearly and confidently without aggression<\/strong><\/h2>\n

If your voice is hesitant or if your voice is too low your partner will feel that you lack insurance. Now if you are skeptical on what you say, how could the main\u00a0investigator trust on it? If you speak too loudly, this may seem as an aggressiveness.
\nIf your speed is too fast or too slow, your audience\u00a0may\u00a0misunderstand. You must succeed in finding the right balance.<\/p>\n

Center the message on\u00a0yourself when you describe a problem<\/strong><\/h2>\n

Use \u00ab\u00a0I\u00a0\u00bb and \u00ab\u00a0me\u00a0\u00bb instead of \u00ab\u00a0you\u00a0\u00bb. Your partner will not feel pointed\u00a0out and he will focus on the issue. For example, you can say \u00ab\u00a0I noticed that CRFs were not signed\u00a0\u00bb instead of \u00ab\u00a0You have not signed CRFs.\u00a0\u00bb<\/p>\n

Use solutions-oriented language\u00a0<\/strong><\/h2>\n

When you expose a problem, you must then immediately suggest\u00a0solutions. For example, \u00ab\u00a0I recommend you do this or that\u00a0\u00bb, \u00ab\u00a0I offer to help you solve this inconsistency as follows …\u00a0\u00bb<\/p>\n

Say what you see or what you know<\/strong><\/h2>\n

Do not speculate on what happened or formulate any non-based opinions on facts.<\/p>\n

The words to be banned from your vocabulary:<\/strong><\/h2>\n

Do not start your questions with \u00ab\u00a0Why<\/strong>\u00ab\u00a0,\u00a0instead say, \u00ab\u00a0what are, in your opinion, the causes of this situation?\u00a0\u00bb<\/p>\n

Always, ever, and always<\/em>. <\/strong>These words induce negative reactions.<\/p>\n

When you ask something, explain why and make sure that your interlocutor\u00a0agrees<\/strong><\/h2>\n

You ask your interlocutors on-site to complete a document or to sign another. Explain them why so that they understand the reason. Do not hide behind the good clinical practices without giving any explanation.
\nMake sure to ask your interlocutors if they agree with the addressed issues. Do not take for granted their agreement when they do not put\u00a0objections. You can for example ask Mr. Dupont, do you agree to proceed this way? \u00ab\u00a0. Ask them also to commit using closed questions (requiring brief and final answer) such as: \u00ab\u00a0When could\u00a0you send this document back? \u00ab\u00a0\u00a0\u00bb Would it be possible for you\u00a0to send the document back before the end of the week? \u00ab\u00a0.<\/p>\n

The written communication must be adapted to the situation<\/strong><\/h2>\n

Before sending an email or a follow-up letter that addresses sensitive topics (deviations, GCP violations), meet the principal investigator and his team, talk\u00a0with them and suggest\u00a0solutions. In addition, email never solve conflicts. Instead, it turns\u00a0them worse! (Especially if you put in copy a certain number of person).<\/p>\n

Your main\u00a0investigator must be in copy of the emails you send to his team<\/strong><\/h2>\n

You should get the habit from your first communication to put your principal investigator in copy of any\u00a0information you send to his SSC or Pharmacist about his center. Your principal investigator is responsible for the center and he should be informed. However, in case of an email you judge of no interest, it is clear that this is not necessary.<\/p>\n

The CRA profession requires much communication and negotiation skills. A good communication with your center is the key to successful monitoring. To go further, I recommend these books: \u00ab\u00a0Communicate effectively for Dummies\u00a0\u00bb, \u00ab\u00a0non violent communication\u00a0\u00bb (in French:\u00ab\u00a0communiquer efficacement pour les nuls\u00a0\u00bb, la \u00ab\u00a0communication non violente\u00a0\u00bb)\u00a0Marshall B. Rosenberg<\/a>, the NLP book of\u00a0Catherine Cudicio<\/a>\u00a0(Neuro Linguistic Plrogramming) (the article is in French).<\/p>\n

This article is the fruit of my experience and different trainings in communication that I have undertaken. I do not claim to hold the truth in the human sciences. Our behavior must adapt according to our interlocutor to achieve in the same purpose, respect of\u00a0the other in compliance with the good clinical practice.<\/p>\n

Are you CRA or Project Manager? And you in which case do you pay attention when you communicate with your Center? Share your ideas.<\/p>\n

You can put your comments or questions bellow, this will encourage us.<\/p>\n

If you liked this article, I invite you to click on \u00ab\u00a0I like\u00a0\u00bb or share with your CRAand project Manager colleagues and friends.<\/p>\n

Also, visit Pharmaspecific website : \u00a0http:\/\/www.pharmaspecific.fr<\/a>\u00a0and discover our activities.<\/p>\n

You can visit the Facebook page of \u00ab\u00a0blog de la recherche clinique\u00a0\u00bb\u00a0and the\u00a0\u00ab\u00a0Pharmaspecific\u00a0\u00bb\u00a0and click on \u00ab\u00a0I like\u00a0\u00bb to support us.<\/p>\n

See\u00a0\u00ab\u00a0Pharmaspecific Linkedin<\/a>\u00a0\u00bb\u00a0and\u00a0\u00ab\u00a0Vanessa Montanari Linkedin<\/a>\u00a0\u00bb\u00a0for more relevant news on clinical researches.<\/p>\n

See us as well\u00a0Pharmaspecific Viadeo<\/a>\u00a0and\u00a0Vanessa Viadeo<\/a><\/p>\n

You can also subscribe to the blog’s newsletter we will keep you posted once a new article is published.<\/p>","protected":false},"excerpt":{"rendered":"

Article r\u00e9dig\u00e9 par la Soci\u00e9t\u00e9 Pharmaspecific, sp\u00e9cialiste en recherche clinique Comment communiquer efficacement avec son investigateur, son TEC…<\/p>","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"rop_custom_images_group":[],"rop_custom_messages_group":[],"rop_publish_now":"initial","rop_publish_now_accounts":{"facebook_122143508198123560_331463380343150":""},"rop_publish_now_history":[],"rop_publish_now_status":"pending","_sitemap_exclude":false,"_sitemap_priority":"","_sitemap_frequency":"","_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[454],"tags":[16,66,18,125,24,117],"class_list":{"0":"post-6190","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-strategie-devolution-pour-atteindre-vos-objectifs","7":"tag-arc","8":"tag-attache-de-recherche-clinique","9":"tag-investigateur","10":"tag-pharmacien","11":"tag-tec","12":"tag-technicien-de-recherche-clinique"},"translation":{"provider":"WPGlobus","version":"3.0.2","language":"en","enabled_languages":["fr","en"],"languages":{"fr":{"title":true,"content":true,"excerpt":false},"en":{"title":true,"content":true,"excerpt":false}}},"yoast_head":"\nHow 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