Personal Development Planning Tip #4

Following on from our previous post:

As you assess yourself against each skill and behavior on the list of competencies for your role, are you at the learning stage, the developing stage, or have you mastered it? Be honest with yourself and consider the feedback you’ve reviewed in preparation for this exercise. Have your manager independently make the same assessment of your skills and behaviors. How do these assessments compare? Use this comparison for an honest discussion with your manager about areas for growth and areas at which you excel, particularly if there is misalignment. This exercise is valuable if you are new to your role or if you are a seasoned MSL.

Tip: Capability Profiles (CP) is a competency model you can use to assess for others as well as a help for you to determine why we really are hired. A resume tells what we have done, a capabilities profile says what we can do, which is why you are really being hired anyway. Every interviewer has one thought on their mind, “Can you help me solve my problem?” Your resume is your history, your CP foretells your value. (If you’d like a copy of a CP outline let us know.)

Congratulations, you have just identified areas for development in your current role! In upcoming posts, we will talk more about what to do with this information and how to weave this into your personal development plan.

Personal Development Planning Tip #3

In the movie Casablanca, Rick looks at Ilsa and says, “Who are you really, and what were you before? What did you do and what did you think, huh?” Every useful development plan begins with who you are. And make sure that you know who you are instead of defining yourself by someone else’s standards.

In our last posts on this topic, we discussed different ways to approach the construction of your personal development plan (PDP) as you consider where you are and where you want to be in your career.  This post will focus on how you are performing in your current role.

Based on the feedback you’ve reviewed (a few of the places to look were outlined in the previous posts), what have you learned about how you are executing the responsibilities of your current job? Have you determined areas at which you are excelling and other areas that could be optimized? This is a great start!

Competency models are valuable tools that drill down on the many skills associated with a specific role and help you evaluate your ability to do those skills and behaviors in a successful and efficient way. If you don’t have these at your company, review your job description, or work with your manager to drill down on the various skills expected of you in your current position, considering several aspects of each responsibility. This list of competencies will be long and detailed covering the many aspects of the role from communication to presentations to scientific knowledge based. For example, scientific knowledge skills may include knowledge of product, disease, competitors, and your ability to communicate this information to different audiences such as KOLs, peers, nursing staff, and sales. List each of these as a separate competency (since they are!) and you will see the list of competencies for your role grow. If you already have a competency model, you’ve got the keys to success already outlined for you.

More in our next post…

Personal Development Planning Tip #2

Your personal development plan (PDP) is your roadmap for growth, but it’s also a reflection of your aspirations. Here are more things to consider:

Perhaps you are unclear what you want to do next, but you know what you enjoy doing and what you don’t. What roles are out there that fit your interests? Investigating this further through networking can be a lot of fun and make the path forward clearer.

Tip: Don’t do this too quickly. Broaden your search parameters. Call your friends with different specialties, even speak to your neighbors outside of pharma to see how they develop themselves. Look for what appears to be unique take on things. One of my neighbors when stressed says she does the opposite, thinks the opposite, looks for the opposite or different. She may or may not do anything, but she says it relieves her ‘either-or’ way of thinking under stress.

There are many tools available that will help you reflect on how you’d like to focus your development plan. It should start with a review of your recent performance evaluations, field ride-along feedback, your PDP from last year, and other sources of feedback you’ve received. Perhaps you completed a personality or behavioral self-assessment tools such as Inner Genius, DISC, Insights, or Myers-Briggs which has provided areas for development aligned with your personality style. While we may want to deny the accuracy of these tools, if we take an honest look at the results, there are a few things that may be valuable to address. Does your company offer the opportunity for 360° feedback? Perhaps you have competency models that outline the expectations of your role. As you review these tools, be honest with yourself about your strengths and areas for improvement. An honest, open discussion with your manager and/or a trusted colleague or mentor will provide additional insights that are valuable as you begin this process.

Tip: Don’t just ask for ‘feedback’…ask for what you really want. “During my last presentation what is one thing you really liked and one thing that I can do better next time?” Direct their thinking or you will get a Jack Nicholson dump!

Over the next few posts, we will dive deeper into these topics and give you many points to consider as you build your PDP around two or three goals for your personal development. Having a growth mindset as you embark on this journey will enhance your ability to become the artist you want to be and optimize your impact as an MSL.

Personal Development Planning Tip #1

It was Jack Nicholson who famously said, “You want the truth? You can’t handle the truth!” Well, when we (or our boss) give feedback, there may be some “truths” we’d prefer not to handle! But when we learn to handle all that comes our way, we are then in a better position to decide what is the ‘useful truth’… those true things about us that make us useful to others. While science may be about perfection, our ability with others is about how we can be most useful to them.

Constructing a personal development plan (PDP) is an opportunity to discuss where you are and where you want to be in your career, as well as to outline the journey to move toward your goal. It is not a one-time discussion; it is a dynamic document that should facilitate conversations throughout the year during one-on-ones with your manager. Reflecting how you execute and with the goal to optimize your impact as an artful MSL is the cornerstone to developing a thoughtful development plan.

There are a few things to reflect upon when considering your PDP:

How are you performing in your current role? If you’re new to your role, your development plan may focus on developing the competencies necessary to be effective in aspects of your new role. If you’re seasoned in your role and want to focus on optimizing your performance and impact, you may want to look for additional opportunities that support the team and broaden your skills.

Tip: Do this without obvious self-promotion but rather by supporting your manager and your team’s most important goals. An added tip: volunteer for the sub-teams that you would naturally avoid! (finance, compensation, project management, Holiday Party!) Doing so will educate you and just might provide a platform for change.

Do you have a desire to change roles and know your next steps in your career journey? This is an opportunity to write a development plan focused on how you can optimize skills in your current role that are building blocks for your next desired role. Imagine in that job interview outlining how you executed your development plan to ensure you had the skills and experience to be a top candidate for this position!

Tip: Interview those who already have the role you want. Identify the competencies they demonstrate to excel in their role.

Stay tuned for more insights into constructing an impactful PDP!

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Dealing with rejection Tip #3

In our last post on this topic, we encouraged you to retrain your brain to focus on positive feedback and positive outcomes. How’s it going? It’s not an easy switch but it’s an important one. Everyone gets feedback and faces disappointment, and the art of being an impactful MSL is to move past it and turn it into an opportunity for success.

How can you use the rejection to motivate you to try again? What have you learned by processing your emotions? What positive feedback have you received? Review that positive feedback. Review it again! Post it in a visible place. Embed those positive thoughts in your brain and get back on the horse.

Based on the steps you have taken and your learnings, what will you do differently moving forward? Review the feedback you’ve received with fresh eyes. What development opportunities have you identified?

·        If your rejection was related to a KOL meeting, approach the KOL in person at a conference meeting versus sending an email request. If email is your choice moving forward, how can you restructure the email? Can you shorten it and focus simply on getting the meeting? Consider offering times for the meeting to occur (versus open ended “when are you available?”). See our earlier posts for optimizing emails.

·        If you were turned down for a promotion, use your personal development plan to address any gaps you’ve identified or optimize areas relevant to the job you’re seeking. If you don’t have a personal development plan, this is the time to put one together. Be honest with yourself about areas for growth and avoid focusing on areas that you enjoy the most.

·        You may feel rejected by your KOL but in the mind of the KOL it may mean nothing. A second or third or fourth contact will often revive the relationship as long as you don’t hold a grudge. It may not be that way for them at all.

Rejection is inevitable but how you respond to it speaks to your professionalism and resilience. Even if your “shots on goal” are not resulting in the percentage of meetings or the promotion you hoped for, maintain a positive outlook. Reflecting on past victories for affirmation will be helpful. They say rejection builds character. Find that path forward after taking a deep breath, stepping back, and reframing the situation. You’ve got this!

Dealing with rejection Tip #2

All MSLs face rejection, and part of the art of being an impactful MSL is to move past it and turn it into an opportunity for success.

·        Consider what you can learn from this experience. Perhaps your request was not clear in the email to your KOL? Maybe you were too casual in your discussions during the interview?

·        Compare these learnings to your past successes. What did you do differently? How could your approach be adjusted? For example, look back on emails that resulted in a KOL response and compare / contrast with the email that resulted in your recent “rejection.” This historical approach can be a solid one and can help you put some perspective in line with how this relationship has gone in the past.

·        Can you get feedback on what stemmed the decision? If you didn’t get a job or a promotion, reaching out for feedback speaks volumes to the interviewer about your desire to grow. Recognize that their feedback may be limited due to corporate policy, but taking that step is important. Talking it out with a friend, trusted colleague, or a coach can often surface what might really be going on.

One of the difficult things for us to remember is that rejection is often not personal.

·        When making the decision about who to hire there are many factors a manager considers, such as if they can provide the support this individual needs to be successful or if this individual has experience that will diversify the team.

·        If a KOL declines your meeting invitation or cancels your meeting, it’s more likely due to a busy schedule or unexpected patient issues than to a personal affront.

·        Talking to one of your trusted MSL colleagues or your manager about the situation and gaining their perspective will provide important food for thought. Listen carefully for the positive affirmations they provide (write them down for future reference!).

·        Consider your own assessment. What did you like, learn, or appreciate about this relationship prior to this incident? Give value and appreciate what you have done thus far. Don’t let one misstep or misperception weigh you down. Remember: there are other KOLs who just can’t wait for you to come knock on their door!

According to neuropsychologist Dr. Rick Hanson, “The mind is like Velcro for negative experiences and Teflon for positive ones.” Isn’t that the truth? Do you focus on the positives when getting feedback or the negative? We need to retrain our brains, which can only be accomplished with practice. Get started today!

Dealing with rejection Tip #1

Rejection stinks! Whether it’s a KOL declining a meeting or being bypassed for a promotion, it never feels good. It is, however, inevitable. They say it builds character (Did you just roll your eyes?). Since rejection is something we all face, learning to respond to rejection is key. When you are under pressure to meet with an important KOL, that rejection can also result in extra angst. What you do next for yourself can make a difference with what you do next for your KOL. It will begin with the basic you. Take a deep breath, step back, and reframe.

Consider your first response to rejection. Do you get angry, lash out, take it personally, or see it for what it likely is – one more obstacle to move past? Recognizing and processing your feelings is constructive so you can learn and continue on a positive path forward. Your emotions are the gas in your tank. Their job is to energize. They do not, however, belong at the steering wheel. This is where your judgment belongs. The breathing, step back, and reframing keeps the emotions where they belong… And the good thinking where it belongs!

·        Give yourself space to face your emotions and decide how to move forward. Step away from work and do something to relax.

·        Don’t act on your emotions, no matter what you do (e.g. sending a strongly worded email or picking up the phone and giving someone a piece of your mind). It goes without saying that it won’t help the situation. Always, especially under stress, use the draft folder without an address for any email you want to send. This will help you send the email you’d better send, if at all.

·        Remember that you have been successful in the past (probably as recently as earlier today) and this rejection isn’t the end of the world! Spoiler alert… Per Alexander Graham Bell, “When one door closes, another door opens.”

·        And remember that it might just not be an outright rejection, but a “feeling of rejection” by a sensitive (or overly-sensitive) part of oneself. There are many reasons that what looks like a rejection is not that at all. It could be about us, not them.

Take the time you need to process your feelings and get ready for the next steps. If you get tied up in emotion, you will linger on frustration – which isn’t productive. In the wise words of Taylor Swift, you’ll need to “shake it off” and move forward. More on that in our next post.

Connecting with your virtual audience Tip #4

In this series, we’re reviewing some simple tricks to enhance our connections with our virtual audience by removing obstacles.

Keeping a professional environment for virtual engagement when you’re on the road may take a few extra steps.

·        When using the desk in a hotel room, the background is often the bed! Not professional! Turn yourself around so a wall is behind you. Can you move the desk? If not, did you know an ironing board makes a great makeshift desk?! I once used an ottoman on top of the bed as a desk so the background was appropriate. Another option is to carry a vinyl or cloth backdrop and pushpins to guarantee your background is professional.
·        Using a virtual background is also an option used by many but keep in mind that parts of you disappear when you move. For the audience this can be a distraction and make interrupt their focus. If you do choose a virtual background, ensure it is professional.
·        If you need to have a virtual meeting with a KOL but it overlaps with the time you’re driving to another appointment or the airport, leave with time to arrive to your destination early and find a quiet place for your virtual call. Worst case scenario, sit in your car (perhaps the backseat) but whatever you do, DON’T drive and get on a video call. It’s dangerous and unprofessional and will leave the KOL questioning your judgement. It also doesn’t allow you to give the KOL or the conversation the necessary attention. Plan accordingly!
·        Ensure your headphones are charged and you have a back-up set that plugs into your computer. Being on speaker does not bode well in that environment (or most environments if I’m going to be honest!).
·        At the airport a quiet corner may be difficult to find. Is an airline club membership an option, even for the day? Is there a quiet corner away from a busy gate? Remember while travel is “part of the job” and “people should understand,” constant interruptions to a conversation are annoying even to the most patient KOL.

Love or hate virtual meetings, they have become a normal part of our lives as MSLs. While building relationships through remote interactions may not be our favorite option, implementing these practices will remove obstacles and facilitate strong connections with our virtual audience.

Connecting with your virtual audience Tip #3

In this series we’re reviewing some simple tricks to enhance our connections with our virtual audience by removing obstacles.

Can you hear me now? Now? NOW? What? My camera’s not on? Let me try this. Nope, hmmm, I guess I’ll be off camera for the meeting.

How many meetings start like this? How do you feel when you’re the one having technical difficulties or the observer of the problem? With some effort, most technical difficulties can be managed in advance of the big call.

·      Ideally, use the same equipment even if you are on the road.

·      Use the test features in the program to ensure you can hear and are heard.

·      Are your wireless headphones charged? Do you have a backup plan if they run out of juice?

·      What is your camera showing? Mainly your face (or focused on your forehead) or is it tilted in an awkward direction (like looking up your nose)? Every time I return my laptop to my desk and reposition the camera, I double check the positioning is right before I jump into my next virtual meeting.

Remember that you only have one chance to make a first impression and that utilizing your KOL’s time wisely may change the opportunity to build a relationship.

·      Set up a meeting with a colleague to test your technology if you’ve changed your equipment or are using new software… colleagues make a better audience when technical glitches occur, may offer solutions, and provide a less stressful environment while you’re muddling through the challenges.

·      Dial into a meeting with yourself using a secondary device such as a laptop, tablet, or phone to see how you look and sound, simulating the technology you will be using during the big meeting.

Connecting with your virtual audience tip #2

In this series, we’re reviewing some simple tricks to remove obstacles for connecting with our virtual audience.

There are many memes about having a professional presence on top and a party on the bottom, and my suspicion this isn’t far from true (are you wearing pajama bottoms right now?). Maintaining the professionalism you have in person, even if you are sitting comfortably at home, is important. This includes not only your clothes but also your posture!

·        Dress to impress by wearing solid colors with minimal pattern to avoid becoming a kaleidoscope in the camera. Ensure that your camera placement or movement catches only what you want the audience to see. I find that dressing professionally – including proper pants –  helps me feel and act more professional. Sit up tall, shoulders back, with your feet on the floor to present confidence that will be evident on camera. I find standing helps in my posture and we’ve learned it is better for our health.

How are you setting the stage for a professional engagement to gain trust from your KOLs? We only have one opportunity to make a first impression so putting our best foot forward during virtual meetings will lay the groundwork for our future interactions.

·        Put your distractions aside (this means your phone too!) and give the meeting your full attention like you would do during an in-person meeting. Implementing these ideas and overlaying your active listening skills will increase your presence and foster trust with your KOLs.

Sitting in a quiet environment is obviously ideal, but perhaps not always possible. When the doorbell rings, does your dog go berserk? Perhaps you’re stuck at the airport due to a delayed flight? Recognizing you can’t always control the noise, what steps can you take to minimize it?

·         If your dog is a barker, consider putting them in a different place in the house (or outside) for an important meeting. You can never predict when you’re going to get a delivery! If you’re home with others who can’t predict when you’re on a call, hang a “on a call” sign on your door so that important KOL receives your full attention. At an airport? Can you move away from an active gate to a quiet corner? Sit in your rental car for the meeting? Get an airport lounge pass for the call?

Connecting with your virtual audience Tip #1

Love or hate virtual meetings, they have become a normal part of our lives as MSLs. You may feel that it is more difficult to build relationships with people through remote interactions, but the good news is that it doesn’t need to be! In this series, we’ll review some simple tricks to remove obstacles for connecting with our virtual audience.

We take many things into consideration when we meet someone in person, and virtual meetings demand the same mindfulness! Are you giving virtual meetings that level of attention?

Eye contact is critical for you to build trust while also being seen as authentic and present. Have you spent a virtual meeting looking at the side of the presenter’s face or worse, up their nose due to camera placement? Do better!

·        Place your camera at eye level and look through the camera for the best engagement, just like you would when talking in person (meaning, don’t stare into the camera for 30 minutes straight!). I use a Center CamTM because it sits partway down my screen, allowing me to look at the person directly when I “pin” the other person or presenter on my screen. The bonus is that this camera placement also allows me to see their reactions and read their body language during our conversation.

Are you going to be sharing your screen and want to continue to see the audience (ideal!)? While using a second monitor is helpful, it facilitates the need to look to the side.

·        Use the option to share only the program (i.e. PowerPoint) and not your desktop. This allows you to decrease the size of the slides and position them near your camera. You can then have your audience visible on another part of your screen. You can also hide the non-video participants so the space is given to those who are on camera.

What message does your background send? Have you dialed into a meeting and spent the entire time trying to determine what all the tchotchkes are on the bookshelves behind the presenter? I have! And while doing so, I’m certain I missed salient points of the discussion.

·        Avoid a cluttered background that will distract your audience from you and your message. Choose only a few items to be visible and be deliberate with your choices to ensure each item represents your “brand.” Ensure that nothing is sticking out of your head or popping over your shoulder when you move. Consider including something personal that will facilitate a discussion. If you’re struggling with this adjustment, consider turning your desk or starting with a clean slate and adding items in over time.

Networking Doesn't Require Much Work Tip #4

Here are our final tips on networking for impactful Medical Science Liaison’s:

The skills of the effective networker apply to our KOLs as much as they do to a party, a new job, a committee assignment, or even when you and your family are new to the neighborhood.

KOLs want to know that you are confident and capable. They want to know that you won’t waste their time but do want you to give them all the time they need. And KOLs really want insights, just like you want from them, to help their patients.

Dressing well gets you in the door and makes the initial impression. Yes, it is superficial, but how do you see those who are well put together as opposed to those who just left their dorm room? This is important for virtual meetings too!

Be present and listen. Make it about them and their patients. Engage their staff with genuine interest, use their names, and make notes for next time. Be a light in their day.

Networking Doesn't Require Much Work Tip #3

In our last posts on this topic, we suggested that those you see as “Super MSLs” are not any better than you, they are quite simply employing skills and strategies that some of us overlook. They know the art of being an impactful MSL! Here are five more:

1.     Engage your Human Relations Skills…early and often. Godin calls these “real” skills because they are why you were really hired. Some call them ‘soft skills’ which I think diminishes them. I call them “transformational skills” because when used well, they do transform our place among others.

2.     Memorize names, places, events, and family members. Nothing is quite so sweet as the sound of our name and that of our children. Take advantage of this by being the one who uses names. Sometimes you will hear “I’m not good at remembering names” and the advice is, “I wonder what it is costing you to keep being “not good”?

3.     Sit with strangers, introduce yourself, inquire, and ask for advice. I usually say, “What kind of work do you do?” Followed by “Did you go to school to learn how to do that?” This is usually met with a smile and the conversation has begun!

4.     Avoid alcohol (even one) at after-hours events. Avoid your friends who are drinking too much also. Eating with the boss? Many young men take their suit coat off at meals…mistake. I rarely see a CEO do so. Dress like the CEO, act like you are the CEO, engage like a CEO, and don’t eat furiously. Don’t start eating till everyone has been served. Pass the bread bowl before you take your share. Business meals are not for eating, they are for meeting.

5.     When you are being interviewed, know the ‘silent question’ that is in the mind of the other. My clients who interview say the following:
a. Can this person solve my problem?
b. What is this person like to work with?
c. Can this person improve my team in some way?
d. Do I like this person?

You are still answering their questions of course, but you are also adding a magic word after each answer…”because” or “the reason this is important is” which shows not only your answer but more importantly your ‘take’ on the material, your ‘wisdom”…that is what will make you different, unique, and show the value the real you will bring.

Networking Doesn't Require Much Work Tip #2

Today, we’re continuing our series on networking with three essential tips for mastering effective communication and engagement—key components in becoming an impactful MSL:

1.     W.A.I.T. This stands for a reminder to all MSLs “Why Am I Talking?” Sometimes we think by talking we will impress. Actually, just the opposite is true… You will be better remembered by how you listen, how you attend, how you seem fully with the other person. At a recent party I had a long conversation with a horticulturalist about invasive plants, glaciers, and oak trees! It was interesting, he was interesting, and I was interested. So be interested instead of trying to be interesting. You can have a terrific conversation with anyone about anything especially things you don’t know if only you will WAIT and listen.

2.     Ditch your “elevator speech” Nobody wants to be trapped listening to you about you. Prepare a conversational identity statement to use when asked, such as “I work with ______ who want to _____ so that they can ______.” And then turn the conversation to them by adding “How about you?” or “Were you ever on a work team where the leader of the team got promoted to lead the team but didn’t really have any training in being a leader? That’s who I work with. How about you?” These are designed to stimulate a conversation moment not an admiration moment.

3.     Have a routine you can count on…look for ‘the one’ that is most interesting to you. Personally, I look for those who sit alone and quite simply go over and say, “Hi I’m Kevin, OK to share your table?” They always say yes, and it gives me an opportunity to engage in a conversation. I did this outside of a funeral once thinking the person was somehow important to what brought all of us together. Turned out he owned a junk yard (which actually is pretty interesting!), was married to the important person who I then met and helped her get hired at our university. Some call it fate, we call it taking advantage of a situation before us.

We are published!

Kim and I are thrilled to announce that we have been published in The MSL Journal of the Medical Science Liaison Society! Our article, "The Art of Being an Impactful MSL," explores how communication nuances and active listening elevate the role of MSLs beyond just sharing scientific data.

The article highlights practical strategies for MSLs, such as:

- Asking probing questions to dive deeper into conversations
- Optimizing virtual interactions with effective eye contact
- Using empathetic phrases to acknowledge physician pain points

Discover how mastering these techniques can transform your impact as an MSL. Read the full article here.

Check out our insights every Monday and Wednesday in the LinkedIn group “The Art of Being an Impactful MSL”.

Networking Doesn't Require Much Work Tip #1

Do you wonder why some MSLs are (or seem to be) more ‘connected’ than others? They seem to know more people, seem to get promoted faster, are aware of what’s happening in real time, and heck, they just always seem to be ahead of the rest of us! You may see them as the “Super MSL” or “MSL’s MSL.” They know the art of being an impactful MSL!

How about you? Were you ever stuck at a party and didn’t know a soul leaving you to feel unconnected? Have you ever met a new KOL or better/worse inherited one from a “Super MSL” and felt you’d never develop that strong connection?

Networking will help others know the real you, at least the real you that you want them to know and foster your connection!

It may be true that the “Super MSL” is more connected, but it may not.  In our experience most of that may be happening is in your head instead of happening in reality. This is the first in a series of posts to help you navigate the party and more importantly, connect with your KOL.

First thing to remember is that networking is not for the extroverts only. Networking is quite literally a net with holes and strong rope. Some of the people you will meet will fall through the holes, others will be caught in your net. This natural process is important since you need to be selective. You don’t need everyone; you need special ones.

Here are some tips (more in our next posts!):

1.     Dress up to stand out. Compare yourself to your colleagues, are you dressing like they are? What then makes you different, memorable, and identifiable? Early careerists often seem to prefer black. Let them dress that way, not you. Get advice from a good source and be willing to pay the price on at least one outfit that sets you apart.

2.     Be present and have presence. This enduring lesson from Char Wenc came to me many years ago and continues to remind me that while I can be physically present, I can also be invisible to the memory. Show up and talk. Lean forward and listen. Show up and take physical notes (no computer up to block the engagement). Phone on silent and not on the desk. Do everything in your power to show you are here and your KOL is being heard.

More to come soon...

Being Ghosted by a KOL Tip #3

Did you ghost someone this week? The call to action in our last post was to monitor who you respond to and what messages you left unanswered. This self-reflection will provide insights into changes you need to make to your own communications.

What made you decide to respond to certain communications? Did you find those emails easier to read? If so, why? Perhaps you are like more than 85% of people and use your phone to read/screen emails. This is an important consideration when crafting an email you want people to open! Keep your emails short and to the point. Use bullets instead of long paragraphs and complex sentences so the communication is not burdensome to read or perceived as requiring effort to answer.

Was a specific question asked and easy to answer? I know I respond to that style email more quickly. Seeing a long text or email results in my closing it down until I have more time to read through it… and hopefully I remember to mark it unread, so it gains my attention again! Frontload your communication (and your subject line) with a call to action or question and fill in the details in the following paragraph. Reframe the question from “would you like to…” to “when is a good time to…” or “which of these times work for you…” versus “when is a good time for you” to strengthen your request.

Did you respond because a deadline was given? Providing a deadline a few days away may result in a quick response. If the deadline is weeks away, it may result in a delayed response due to the thinking of “I have plenty of time to make this decision” or “I have no idea what I’m doing in 6 weeks.” Don’t forget to include “Why” when appropriate as that may save back and forth emails and will help garner a response.

After asking the KOL for their preferred communication style, putting that into practice as well as the other techniques outlined in this series of posts, and continue to be ghosted, talk with your colleagues. Reach out to an MSL who is practicing the art of being an impactful MSL (the “MSL’s MSL” per se) and learn their techniques. Pose the question and listen (WAIT… Why Am I Talking (discussed in previous posts)). You are not alone in this so use the transformational skills you’ve learned and turn “ghosting” into a thing of the past.

Being Ghosted by a KOL Tip #2

The art of being an impactful MSL includes ensuring communication lines stay open and avoid ghosting altogether. A lofty goal but can be reality if you are bringing value to the KOL and their patients. Here are some ideas…

Upon reflection have you realized you don’t know this KOL’s preferred method of communication? Ask the KOL directly… text or email? Voicemail? Carrier pigeon? Consider asking them what they really, really hate about MSL communications…. many will happily tell you story after story. Implant in your brain: W.A.I.T. (Why Am I Talking?) just listen for the preferred and the non-preferred. That you even asked gives you bonus points. Whether you believe in ghosts or not, I’ll bet they like the attention when they discover that you are listening. Start this conversation when you profile a KOL and check back periodically to ensure things haven’t changed.

One aspect of preferences is frequency of communication. Some KOLs appreciate more frequent contact while others thrive on contact for a specific topic. Be sure you’ve included this question… maybe ghosting is due to what they consider to be an overwhelming number of communications. Maybe they focus on emails on Friday afternoon and, in fact, haven’t ghosted you at all, they just haven’t gotten to it just yet.

What is the content of the email you’ve sent… just “checking in” or have you made a specific request? Was your email too vague for them to understand that a response was expected? Get to the point and ensure the subject line is clear. Develop the habit of scheduling the next meeting at this meeting… Or a “May I call you next month”… With “What’s the best way to keep you updated on the latest information?” Getting your next meeting on the calendar helps to avoid the opportunity to get ghosted altogether.

Are you struggling with how and when you should reach out to the KOL again? Ensure you’ve given them at least a week to respond, responding to the same email chain (if that was your original mode of communication) and using words that garner their attention. The book “Exactly what to say” by Phil M Jones gives some phrases that may be effective to generate results. In this scenario using a “When would be…” or “I’m guessing you haven’t…” or “If you give me a chance…” opening line may do the trick.

This week pay very close attention to what you find yourself paying attention to…you too ‘ghost’ and don’t know it…but often you do know! What would bring you back?

Being Ghosted by a KOL Tip #1

Ghosts might not be real, but ‘ghosting’ sure is. It is ubiquitous in our society, happening in both our personal and professional lives. It may leave us confused and uncertain, especially if we were just actively engaged in discussion with someone or are following up to address a question they posed. Keep in mind that people are busy and pulled in many directions, so it’s not personal (even though it feels very personal). Sometimes it’s okay to let it go, but if this happens in our professional setting, particularly with a KOL, it’s likely that we should not walk away, and we really cannot walk away. The art of being an impactful MSL includes keeping the communication flowing and reinitiating that conversation if ghosted.

If you’ve been ghosted by the KOL, what’s your next step? An MSL’s job is to engage in scientific discussion with KOLs on topics relevant to their work, whether that is related to company initiative, new data that is important for their patients, or to address a question they’ve raised. Here are a few options to consider, with more ideas to follow in the next posts…

Have you contacted the KOL via their preferred method of communication? Many MSLs respond with “Duh, of course I did.” But on further reflection have you really taken the time to think it through? With the multitude of ways to communicate and the enormous amount of data coming at us throughout the day, it’s important that we understand how this specific KOL not only likes to receive information, but also what they hate, and what they are seduced into reading. Adjust your communication strategy accordingly. Don’t know the answer? ASK!

What strategy worked best in the past? Is email really the best tool or is a short text message more likely to garner their attention? Or is it a voicemail at a time when you know they won’t answer? Make that voicemail about them, not you. “I was thinking about you today and I remember you said ______. I loved that and mentioned it to my spouse. She/He said I should have asked you _______. So can I get a bit of time with you, so my spouse stops asking me?!”

Are you using the subject line to talk about yourself or about their patients? Think patients, patients, patients! And think about the problem the KOL has with those patients. You have a blink of an eye to catch them with an email. Do you really want it saying, “Just following up” or “Long time no see” or “(name of your drug) breakthrough.” Don’t be like everyone else. What email subject lines attract and detract your attention? Be clear!

Is the communication focused on you and your agenda or the KOL?