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.

Managing vs Leading

There is an important difference between ‘managing the talk’ and ‘leading the discussion.’

Managing to me seems to be about controlling who says what, when, and in effect, corralling all the voices. It does not often lead to a conclusion so…”we better meet again next week!”

Leading the discussion has to do with finding the common element, the issue at hand, the ‘one thing’ that is vital to the effort. While data points are presented and debated, the leader, regardless of their position or status, is the one who can go beneath and beyond the data and relate the ‘story’ that points the way.

2+2 might be 4 or in some cases 22 or in others the entirely wrong equation to be considering. It is the manager who allows the debate to rage (respectfully) among the experts. The leader, however, tells the story of the equation, has a uniting example, speaks to the overriding issue.

Dr. Frank Dono worked at Ohio Health well into his 80’s as a teacher and physician executive and concluded every meeting with a short, impassioned speech to remind us, “Today we talked about finances, but we are really talking about patients, the quality of their care, the safety we provide, the mercy we show.” Every meeting. (It was said as he was being wheeled on a gurney during a heart attack that he was calmly instructing the new resident what to do giving her the confidence to do her best for her teacher!) Till the end! Wow.

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.

Reminding ourselves of a word

Sometimes we are nervous at meetings, giving a presentation, when our job is on the line, when all around us are losing their heads! It can feel as if we are out of control, and we look like that too.

What if, instead of feeling ‘nervous’ you reminded yourself that you were ‘excited’ about what was to come? What if, instead of worry, you decided to commit with energy to the message you wanted to convey? What if, instead of attempting to please or placate to avoid a critical reaction, you garnered your confidence and your courage to say what you know you want to say, to ask the question you’d like to discuss, to move toward a long-awaited resolution deeply and heart-felt needed between you?

We can change how we feel by reminding ourselves of a word!

Your to-be list

One of the biggest game-changers in my life: shifting my focus from just a To-Do list to creating a To-Be list. Watch this video to learn more...

The courage to be imperfect

The psychiatrist Dr. Rudolf Dreikurs, Alfred Adler’s disciple in America, often spoke of the difference between being perfect and being useful. He advocated in a famous speech that we ought to have “the courage to be imperfect” since we are, in fact, quite an imperfect people.

Reflect, for example, on the last time you had to present to a board or a group or your boss. Were you thinking about you and your PowerPoint or were you thinking about the audience? Perfect here reflects on you and your concerns; useful means you are audience focused on their concerns. And the audience always knows which is which.

The right people will show up

I was recently reminded that the right people WILL show up, and they will truly benefit from what you have to offer. Watch this video to learn more...

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.

Brainstorm!

Mark LeBlanc recommended many years ago to divide a paper into columns and simply brainstorm many (many!) words randomly. The columns can be labeled anything you want…I use adjective, noun, and adverb but you could use colors, towns, countries, etc. Then start circling combinations of those words.

This could be used for a book title, a new concept, a kick start for thinking, a vacation experience you never considered before…and perhaps for using your Thought Leadership skills in your daily life at work and at home also in the quiet of your time with yourself. Try it and then notice what is better or different about your thinking, your creativity, even that next vacation!

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.

Spirit of collaboration

Even if you are the expert, the teacher, the author, the parent, or the partner, aim to be collaborative rather than authoritative. Yes, we all have our areas of expertise—economists, physicians, historians, and philosophers possess vast knowledge in their fields. But so does the window washer at O’Hare Airport, expertly gliding her tools over expansive windows.

When engaging with others, I strive to ask questions that uncover their unique insights. For instance, “What’s the most exciting discovery in your study of economics (medicine, etc.)?” or “What’s your secret to cleaning windows so efficiently?” (Wrist action and a special formula in the bucket!) Even if I think I know, it's better to let them teach me than to act like a know-it-all.

When you are the expert in the room, avoid acting as if you are. Instead, combine, collaborate, cooperate, and connect with others’ expertise. They may have knowledge beyond our own. As authors learn while writing, “Writing a novel is like driving at night. You can only see as far as your headlights, but you know there’s a destination you’ll reach sooner or later.”

By fostering a spirit of collaboration, we can enrich our understanding and build stronger connections.

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”.

Podcasting

When you're being interviewed for a podcast or any other setting, keep your answers concise and valuable. Don't go on and on—let the interviewer ask their questions and focus on providing short, impactful responses. This keeps the conversation engaging and allows for a smoother flow. Watch this video to learn more...

Play the “dumb nut”

Bob Powers, one of my late professors from what is now Adler University, once advised us aspiring counselors to play the “dumb nut” to encourage deeper thinking in others. Reflecting on this advice many years later, I realize how asking seemingly obvious questions can stimulate thoughtful discussions for both parties. Simple inquiries like, “Can you tell me more about that?” or “I’ve not heard it put that way before, could you elaborate?” are powerful tools.

I recall a flight to Los Angeles where a man told me about his son, who played college football on the East Coast. He said, “My wife and I attend every game so we will be there when he gets hurt!” Surprised, I asked, “You expect him to get hurt?” He explained, “Football is a very violent sport, Kevin.” Knowing little about football, I inquired further, “What position does he play?” When he said, “Quarterback,” I asked, “Is that the one who throws the ball?” He looked at me incredulously and replied, “You have no idea about the game, do you?” I admitted, “Nope!”

He then pulled out his iPhone, and for the next hour, we watched his son’s game as he taught me more about football than I ever knew. It dawned on me later that we weren’t just watching a football game; he was sharing baby pictures of his grown-up son. This experience underscored the value of asking basic questions to unlock deeper connections and understanding.

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.

Language that cuts through complexity to clarity

Nido R. Qubein, President of High Point University is a master of the language that cuts through complexity to clarity. To help us focus he uses word pairing to teach. The difference between training and education for example. Or the difference between success and significance, fortune or fame.

What for you might be two words that have special meaning? Surviving or thriving? Work or career? Managing or leading? Self or other? Funeral or Celebration of this life well lived?

One of my favorites comes from Dr. Rudolf Dreikurs (1897-1972) the famous Chicago psychiatrist. “I listen to the tongue in the shoe not the tongue in the mouth. Feet only point in one direction; words can go anywhere!”

The best word pairings come not from Nido or Dr. Drekurs or from me…but from your own thoughts sometimes leading up to action. 

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?