Actually solve problems

Here's an idea for meetings that actually solve problems—not just talk about them!

Instead of having attendees bring reports to a meeting, ask them to bring a problem they need help with. To save time, have them write it up in under 200 words and publish it at the meeting.

Set a rule: No repeating the problem—everyone has already seen it. Instead, focus on answering questions and offering suggestions. Crucially, these should be given without debate or defensive responses—only for consideration. This keeps discussions productive and prevents them from turning into back-and-forth arguments.

End each problem-solving session with a simple, forward-thinking question:
"Is there anything here that intrigues you and might get things more on the right track?"

Small shifts in meeting structure can lead to big breakthroughs in decision-making and problem-solving!

Look at the outliers

Next time you review evaluations, don’t just look at the trends. Look at the outliers. They might just hold the key to your next big breakthrough. Watch this video to learn more!

What MSLs can learn from great performers

Have you ever seen anyone do something so well that it takes your breath away? You see what they are doing and then you notice the expertise, the controlled subtly, the mastery at work right before your eyes.

I was re-watching “All the President’s Men” recently and took particular notice of the two stars, Robert Redford and Dustin Hoffman. For a moment, I turned the volume down and simply watched them act. They did so much of it with little moves, eyes, glances, shuffling of papers in a precise way. So well, in fact, that I got used to the volume being off!

The movie won four Oscars, but neither Redford nor Hoffman were the recipients. Jane Alexander was one of two actors who were nominated, she for Best Supporting Actress. So, I went to her somewhat brief scene (and, yes, turned the volume down!) and my goodness what a mix of emotions and inner strength!

As I go through my day, I tend to look for these moments not only in film, sometimes watching television (sound on!), but also my day-to-day check-in with American Airlines, grocery store self-check-out helper, and even a friend or two, volume up!

Actors consider themselves “trained,” sometimes even “classically trained.” But no matter how trained or educated they are, the successful actors are able to convey real emotion in a pretend plot. One actor told me, “My job is to rehearse so much that it all looks spontaneous.”

And I thought of our MSL work. What are you doing that is equal to that standard? More than you think!

- We do look in the mirror ‘til we say “Yes!”
- We do prepare for our day.
- We do know our stuff.

But what are we doing with that little bit of Redford and Hoffman, and certainly of Jane? And what do we do so intentionally that it looks natural and spontaneous?

Take a look at their scenes and let me know what comes to mind about you.

Fearless Facilitation!

This is the title of one of my books co-authored with Cyndi Maxey CSP. We heard recently that someone was teaching our book with closed-ended questions and lectures! As an author all I could think was “Fantastic!” with a big grin. When you facilitate, get others talking and your content will emerge in the same way as when we mix ingredients for that stews and cakes.

Put your colleagues into small groups of three and have them focus on one question for 5-8 minutes then move to a new group. After a few moves ask, “What did you just learn from your group members?” Always avoid the deadly, boring, mind-numbing “Let’s all report out!” or “What did everyone say?” What they learned, leads to others learning, which is the whole point of any meeting.

In fact, on Zoom I learned the Chat Box Waterfall from Caelan Huntress. Simply ask everyone on your Zoom call to go to the chatbox then say “I’m going to give you 45 seconds to type, but don’t hit enter until I tell you so. Here is your question _____...now type…don’t hit enter.” Then I go quiet (we can’t type and listen at the same time!) and after 45 seconds I say, “OK hit enter!” You’ll see a cascade of participation! Then simply pick a person and have them share, then they pick a person and so on. No need to do everyone. Save the chat and distribute.

How to create thunderbolt moments for your KOLs

In my last post, I shared how a simple conversation with a professor reignited his passion—and became a thunderbolt moment for me. But what about our work as MSLs?

How do we create those moments for our KOLs?

Our job isn’t just to report data. Data without meaning is just… data. Our role is to:

✅ Build trust
✅ Deliver useful insights
✅ Help KOLs connect the dots in a meaningful way

Want to make a lasting impact? Try these conversation starters:

- “Now what surprised us was…” → Share insights that shift their perspective.

- “Let me take a time-out…” → Pause to emphasize something they might overlook.

- “I wonder if I could ask you a favor…” → Engage them by inviting their expert input.

- “I may need your help on this one…” → Encourage them to apply data to real-life challenges.

It’s not about dumping information. It’s about creating connections that make them think differently. That’s how you become a trusted, memorable partner.

So, the next time you walk through the door to meet a KOL… bring your thunderbolt.

What’s one way you’ve made an impact in your conversations with KOLs?

Giving others responsibility

Recently I was reminded of the importance of giving others responsibility. Watch this video to learn more and let me know what you think!

Do you remember your thunderbolt moments?

Have you ever had the experience of wisdom coming right after you? You’re in a meeting, having a conversation, and suddenly—something hits you like a thunderbolt. It’s a moment of clarity, a shift in perspective, a realization that sticks with you long after.

That’s our job as MSLs: Providing our KOLs with that thunderbolt. They may not react in the moment, they may not even show it, but they will remember it. Just like you remember yours.

I had a moment like this years ago.

As an undergrad philosophy major at Loyola, I was fortunate to have Dr. Dick Westley for many of my courses. He was on fire with his content—passionate about Feuerbach, Marx, Thomas, and Plato. Every class was inspiring, fun, challenging, and gave a glimpse into not just the material, but the man behind it.

Fast forward 40 years later, and I found myself at a faculty meeting at Loyola’s Lake Shore Campus, sitting next to him. My favorite professor. But this time, he was close to retirement—his posture drooped, his fire dimmed. The energy I once saw in him wasn’t as vibrant.

I leaned over and said:
"Dick, I want to thank you for being my best teacher. I loved every class. You inspired me. I hope someday I will be for others as good a teacher for them as you were, and still are, for me.”

He paused, looked at me, and then—his fire reignited. His eyes lit up as he said:
"Well, Kev, when you've got it… you got it!"

And in that moment, he reminded me of something powerful.

Thunderbolts happen when we connect with meaning.

In part two, I’ll share how we can create those thunderbolt moments for our KOLs—because data without meaning? It’s just data hanging out there.

What’s a thunderbolt moment that’s stuck with you?

Take that Small Risk!

What would it be for you? About how:

·        A meeting with only chairs in a circle.

·        An electronics free meeting…no computers, no cell phones, no slides.

·        Sitting with each patient you visit instead of standing.

·        Asking the question, “What do you know, that I don’t know, that I should know?” A great, great question for every executive or parent to ask!

·        Inviting your “Dr. Evil” to coffee just to chat. (Every organization has one. Maybe this person is isolated, lonely, and in need of you!)

·        Treat your kids to ‘dessert first’ next time you are out for a family dinner. Quite literally order dessert first prior to the entrée. (Your children will love you forever! One of my physician clients did it at Denny’s with his four kids and his wife. Yes, she was surprised! He told me with a lump in his throat, “Kevin it was the best dinner we ever had…we talked! No iPads, no phones…we talked!”)

·        During your next “I am losing this argument” moment just say “I need to go to the bathroom, I’ll be right back.” Then get your act together and return with “Now, where were we?” Notice the change that always happens in mood, communication, and cooperation.

Risks taken never feel that big after all! What are you going to try?

Break the cycle and reignite your impact

In my last post, I talked about breaking out of autopilot in your MSL career. So, how do we do it?

Let me share a story…

I was at a hospital in New York for a board of directors and physician leaders conference last year. Before the meeting, every attendee—including the physicians—had to hand in their phones. No distractions, no computers. I was skeptical, but to my surprise, everyone did it (even me!).

The result? Full engagement. The conversation was sharper, the energy was higher, and people actually connected. It threw me out of my own “same-same” and helped me completely focus in a new way. The difference was profound.

Now, you don’t have to surrender your phone in meetings, but what if you made one small shift in how you show up?

I recently coached an MSL preparing to host a panel discussion for 200 salespeople. Instead of sitting on stage, I suggested she step into the crowd, mix her questions with theirs, and engage directly. Inspired by legendary talk show host Phil Donahue, she decided to take a risk.

And the result? They loved it.

The lesson? Sometimes, a small change in approach can make all the difference.

✅ Step away from the usual routine.
✅ Find new ways to engage.
✅ Shake things up and watch what happens.

Your audience—whether it’s KOLs, colleagues, or stakeholders—notices when you’re fully present. And they’ll remember it.

What’s one small shift you can make this week to be more engaged?

Creating meaningful engagement with your audience

Watch this short video and ask yourself: How do I show up in my professional and personal interactions?

Are you on autopilot? Time for a refresh!

How long have you been an MSL? Time for a reset?

Sometimes in every professional’s work, we tend to go on autopilot. “Same-same” becomes a kind of inner mantra of sorts. Though few see it, we know that the routine of our life, the routine of the meetings, and the physicians we call on become “same-same.”

This, of course, is not their fault. It is a normal part of having a specialty. We really do see the ‘same’ frequently. Think of your last commute home. Did you have to make conscious decisions at every moment? Probably not.
This sameness, though, in our professional life, can be not-so-good if it takes away from our aspirations, our intentionality, and our ability to create meaningful one-on-one connections with our KOLs, colleagues, and managers.

As I present to pharma and medical groups across the country, I notice those who seem to be on autopilot—listening, sneaking emails, sitting in the exact same chair they always do. And then there are those who are fully present, engaged, and making an impact.

I started to wonder: What makes the difference between these two groups? And I noticed something fascinating…

Stay tuned for part two—where a surprising experience completely changed my perspective on this.

Do you ever feel like you’re on professional autopilot?

Be Mindful of the Letters After Your Name—And Theirs

Let them see your credentials, but focus on theirs. Take a genuine interest in their journey. Ask about their PhD and the thesis that shaped their expertise. Inquire about their medical school experience and what led them to choose their specialty. Notice the MBA or other advanced degrees—what did they learn, and how has it influenced their work?

Show equal curiosity and respect for all backgrounds. Be impressed by Harvard and Loyola, but also by schools you’ve never heard of before—each institution has its own unique strengths and stories.

Physicians love to share how they found their specialty. Healthcare executives are eager to discuss the latest innovations. Chaplains often reflect on profound patient or family interactions. Students light up when talking about a favorite professor who changed their perspective.

Ask, listen, paraphrase. Be more interested in their ‘alphabet soup’ than your own. Connection starts with curiosity.

Beyond the white coat: understanding what drives (and drains) physicians

I was with some physicians recently and one, a vascular surgeon, had to leave early. He’d been a big personality for the beginning of the meeting, a fun participant that all professional speakers love to have in their audience. He came up to me at the break and looked at me with deeply sad eyes and said, “I have to go to the hospital to amputate a leg.” And then after a short pause, he continued, “I hate this part of my job.”

I felt for him and wished him well. He then left quickly head down, no big personality now. Had we had the time to talk, I would likely have paraphrased, empathized, and perhaps been curious about this part of his work with some gentle questions allowing him room to process “This part of my job.”

An anesthesiologist at the same meeting loved his job because “I always win.” A family doc said, “I love seeing all the generations, I get to see them all.” Each physician responded to my question about their specialty and I always followed up with, “Do you still like it?” I get the inner part of their name and their noun (the specialty) with an extensional question meant to convey that I know there are some challenges associated with being a physician today. It tends to create a quick bond. One responded to me, “Oh you know it’s not like they told me it would be in medical school.”

How about your KOL? What do they really like about their work? Or really don’t like about their work? Sometimes after the “Hello” and the “How are you?” kinds of pleasantries, we may have a moment to say, “I don’t think I ever asked you this question and I thought of you last night. OK to ask you before we dive in?” I always get an affirmative response. And then some variation of:

·        Do you still like this work?
·        What’s the most satisfying part of this work for you?
·        What’s it like to have a patient who just doesn’t quite fit the pattern of your other patients?
·        Did med school prepare you for this?! (this can be a question or an exclamation!)

Of course you must pick the right time, right place, right KOL to extend this invitation to talk, but in my experience some of them want to talk to a receptive ear. Much of their day like ours is on automatic. This can be a reflective set of moments to create that human (and memorable) connection. This conversation will not be forgotten (by either of you).

And don’t worry if they disregard it, they won’t remember!

Jump straight into the content

In your next presentation, just jump straight into the content! Watch this video to learn more and let me know what you think in the comments.

The power of doing things differently

There was a Seinfeld episode where George was belaboring his choices in life, and he said something like “every choice I have ever made in my life has been wrong…” The table discussion came up with a conclusion: Do the opposite! Of course, this leads to him ordering a different lunch, similar to one a woman ordered, and he winds up “doing the opposite.” He approaches her with the line “My name is George, I’m unemployed and I live with my parents!” She responds with a warm smile, “Hi, my name is Victoria!”

Watching this scene (way too many times) makes me reflect on my patterns, the ones that always work and the ones that seem to miss the mark by just that much… but I continue none the less! What about you? Is there a KOL, or an office receptionist, or a manager who you seem to “miss the mark” with no matter how earnestly you try? Or do you (and I) take some of our encounters way too casually when we could be more intentional?

That receptionist who seems a bit too busy, the flight attendant a bit too brusque, a KOL who seems to never pay enough attention, or the manager who seems to always have one more (discouraging/negative) thing to end our conversations with? What if you (and I) took an intentional look and decided perhaps not to do the opposite but certainly to do something different, perhaps vastly different, even if only within ourselves as we process what is happening.

Nido Qubein, president of High Point University in North Carolina, suggested to me once that my To-Do list could be radically altered if I also had a “Stop Doing List.” Then he continued that the shortest list is the most important list: the “To Be” list. George didn’t just do the opposite. He was fully present to Victoria even though he did not know her and was taking a risk.

In my coaching practice I notice so many of my clients struggle with that first step and often they too get a version of “Hi, my name is Victoria!”

A simple but telling question

Ask those who know you best (at work and at home) a simple but telling question: “What do I do well and what is one thing you might suggest that I consider doing more (or less!) of?”

We do this at the end of every semester with our students at Institute of Pastoral Studies - Loyola University Chicago. Everyone answers everyone including students telling professors. It is eye opening and encouraging.

We are already noticing it and thinking about it, so why not help another by offering it?

Routine

As leaders, we thrive on routines—they create structure, consistency, and efficiency. But not all routines are beneficial. Some keep us stuck, while others drive growth. Learn more in this video!

How did you decide to do that?

One way to initiate change for yourself or others is to find a small bit of change in the process and then inquire about it. In the world of therapy this is called Solution Focused Counseling. You won’t need a therapist to benefit from its genius. Let’s say you have a very disappointing meeting with your KOL (or your family member!). Normally we would give it a good mental post-mortem in terms of what we did wrong, the failure it represents, the times when our self-confidence was hit pretty hard, etc. Using the Solution Focused Approach, our first question to ourselves (or to our discouraged MSL colleague) would be something akin to “What’s it like when it’s not like that?” A follow-up to that might be, “How did you decide to that?” and “What gave you the courage to make that move?”

Here is a short example: Let’s say your new KOL decided to evaluate you out and things didn’t go so well. You became more nervous as time went on. More and more like a final oral exam, all you could do was quietly count the minutes. It ended awkwardly. You walk out to the car and call a friend, and she says, “How were you able to stay there the whole time?” and/or “How were you able to keep your composure?” and/or “How did you decide to call me instead of just feeling bad by yourself?” Each of these questions will yield a positive response. But what if your friend said, “Oh my, that must have been terrible!” and/or “You don’t have to go back there do you?” and/or “That happened to me once and…”?

Look for small moves. “I stayed because he kept talking and I shifted to listening mode, I thought of myself as a student with a teacher” and/or “I kept my composure by remembering pharmacy school exams, I have to barrel through” and/or “I knew that if I didn’t call you, I’d be a mess all afternoon and I have more appointments today.” All positives. You don’t need to call a friend, simply ask yourself!

Who do you love to talk to about your profession?

Who do you love to talk with about the law? I recently asked a group of attorneys this question, and without exception, they all said they loved talking to other attorneys, law professors, and peers. Not one mentioned enjoying conversations about the law with their clients, spouses, or partners. Not one!

How about you? Who do you love to talk to about your profession? If your answer is limited to those within your field, it might be time to stretch a little—focus on another audience and see if you can effectively translate what you know.

I recently told one of my physician clients that I have another 25 years left of active service before I slow down. He smiled and said, “All I can tell you, Kevin, is that all of my 90-year-old patients have two things in common.” Then he pointed to his head and said, “They stay active here,” and pointed to his legs and said, “And they stay active here!”

My internal response? “Well, I’m 50% of the way there!” My external response? “Understood!”

All of the medical tests, history, advice, and notes in a file were less impactful than his ability to align with my 25-year goal in a way that stuck with me.
If you know how to communicate your expertise so it resonates beyond the moment, you gain more than an audience—you gain non-experts who genuinely understand and appreciate your work. Translate what you know, so others truly know what you know!

Now what

Singer Paul Simon, Chef Grant Achetz, Diva Celine Dion (and maybe you) have faced the loss of hearing, tasting, bodily control, and hundreds of other challenges beyond our prediction. We all know someone who woke up one morning fully alive and by evening was a different person. Some resign themselves to their fate while others take a different approach. There is a Japanese therapist who has a three-sided small pyramid in his office. On one side it is written “Poor Me” on a second side is written “Those Bad People” and on the third side it is written “So what am I going to do now?” When you come for therapy, he hands you the pyramid and says, “So what do you want to talk about today?” You can certainly talk about any side of the pyramid you want but ultimately that third side is staring you in the face.