Let me share some snippets of my expertise with you. I hope you find them useful and if you would like to chat more, just…
Heading to your next conference? Resist the urge to stick with your usual crew! Step out of your comfort zone, introduce yourself to someone new, and see where the conversation takes you. You never know what opportunities might come from that first hello! Watch this video to learn more...
I was reviewing training content about emotions, not only identifying them but also managing them, and the analogy to a beach ball was made. If you hold a beach ball under water, no matter the energy you devote to it, the ball will eventually pop up… And might even bop you in the face. Emotions are the same. You can ignore them, hide them, compartmentalize them, but they will eventually surface.
The training encouraged participants to identify an emotion, including the intensity, and manage how they react to the emotion. Self-awareness is the first step, which includes not only recognition of the emotion but how your reaction to that emotion will impact others. This is the foundation of emotional intelligence.
The next step is self-management, which is, well, managing how you react amid that emotion or a stressful situation. Is your heart racing? Have you lost your breath? Are your hands sweaty? Those are signs you may be experiencing an amygdala hijack. If unaddressed, this can last up to 18 minutes! That’s a long time to make a mistake in your communications. You determine the outcome by what you do next. Interested in self-management? Good! Start by pausing and taking a breath, then take a few minutes to reflect and assess the situation. Based on the situation, is there a way to relieve the pressure?
Why are these steps necessary during a stressful or negative situation? Taking these steps and waiting the hijacker out will likely result in a more productive outcome when you make your next move.
Ever been at a loss for words? Perhaps you’ve been challenged or feel disrespected, or you quite simply don’t know the answer. This will happen to even the most seasoned MSL. Therefore, never take things personally, even though it may often feel that way. You could even be barraged with insensitive or embarrassing language or be read out by your manager in public. Or, most dreadfully, you could suffer a sudden firing. Don’t take it personally! Instead, consider what to do about it.
Often a simple “I don’t know but I will check it out” suffices for scientific questions from your KOL. If you are being humiliated in front of your team by Manager Evil, silence is a good strategy. Another pioneered by psychiatrist Dr. Rudolf Dreikurs is to simply say, “Excuse me Manager Evil but I have to go to the bathroom, be right back!” (Few will follow you there!) You can speak to or confront Manager Evil privately later and see what it was all about. Often, they will apologize, make excuses, etc. Don’t stop there. Ask something like, “How can I be assured this won’t happen again?” Don’t take it personally!
And like Chief Medical Officers in health care systems who have a shelf life of 7-9 years, your time may come. Personalities, expectations, third parties, politics, mistakes, and any number of issues can lead to your firing. When it happens, it will be without warning, very sudden, and without appeal. No matter how you feel, switch to negotiation mode for the best severance you can get. Sign nothing under pressure.
Don’t take it personally! But of course, it will very much feel personal and there will be time for you to mourn… Just don’t do it in the moment. Your power resides in your silence. Process your feelings later. Seek whatever explanation you can get (often this will be very unsatisfying compliments of HR). Don’t take it personally!
Want people to remember your name? Train them to do so! It’s easier than you think. Watch this video to discover how.
Do you have a standard opening with your KOL visits? Is it purposeful? Does it get down to business efficiently?
In our attempt to be friendly, we may wind up with the openers that our commercial colleagues use: the weather, the office, the sports, etc. This works for them because the KOL expects it. Friendly banter till the message comes out. But MSLs operate (or should operate) at a different level.
So, how do you open things up? One of our MSL friends tells us that he wants to set the agenda early and often to set the expectation that he is going to deliver value. His pattern quite quickly goes like this:
“Dr. _______, good to see you. My name is ________, a Medical Science Liaison with _______, and I’d like to talk with you about your experience with (Rx) and some of our new research. So today, I first want to hear your questions, give you our latest data, and I have a question for you. Does that agenda work for you?”
You can vary this according to your relationship of course, but setting the agenda early and often, getting to the point, asking and offering may help you sound even more like the professional you are in the mind of the KOL. This is not a commercial visit! It is also a visit with promises of answers, data, and even asking for the expertise of the KOL.
However you decide to say hello, how does it help get things going and under your control?
What's the REAL challenge for you here?
What's the real CHALLENGE for you here?
What's the real challenge for YOU here?
Did you notice how the emphasis changes the meaning entirely? How we deliver our words can shift someone’s perspective—or even our own. Sometimes, the right tone and focus are all it takes to unlock deeper insights. Watch this video to learn more...
The famous psychiatrist Alfred Adler proposed a life lived on the horizontal plane. In his time, the early 1900s, life was lived on the vertical plane, some people are ‘up’ and some are ‘down’…this was his notion of superiority and inferiority…and no one likes to be inferior for long! (The power in a vertical relationship is actually the person on the bottom…they can leave!) When it comes to managers and teams, consider acting ‘as if’ you have a horizontal relationship.
Consider your situation. You may have a great manager or one who is going to help you find your next job! Managers are “managed” by someone over them and their performance and bonus is dependent on how their managers feel about their work with their team.
Often when we receive feedback, it takes many forms, but is usually aimed at what we need to do more of, pushing us to that bottom role of the vertical relationship, even if only in our mind’s eye.
When you are on the receiving end of feedback, consider discussing with your manager how your goals fit into the manager’s goals or team’s goals… And more so how it fits into your boss’ boss’ goals.
Gaining this perspective may help you translate your work into action that makes more sense, might be easier to achieve, may lessen any conflictual feelings spoken or unspoken, and (from your manager’s point of view) may be seen as a partnership going forward.
Getting the answers to “why” will provide further clarity on your impact and how the insights you gain can move the company’s/department’s mission forward. Act ‘as if’ you are an equal and you’re your ‘feedback’ into the context of your manager’s.
Adler said, “To truly understand another person, we must see with their eyes, hear with their ears, and feel with their heart.”
As a presenter, eye contact is one of the most powerful ways to project confidence. Watch this video to learn more and let me know what you think!
When we work with both large and small teams of Medical Science Liaisons, it strikes us that as slide presentations are developed, there is little thought to how this presentation will be received. Of course, the science has to be right, but that often fills the screen in massive detail, encouraging the presenter to “massively present”! The very way we build our slides seems to determine how the slides are presented… and how they will be consumed.
What if the next time you must build a deck (or you inherit one!) you think about the audience and their needs? What if the opening to every slide has an elegant simplicity that summarizes the succeeding slide? Perhaps start with only the title and build the slide as the presenter “clears” the content and brings the audience along using the story of the data.
This helps you as the presenter to remember that the importance of the slide may not be in its detail but in its conclusion, in your take on the topic, and most importantly – as Nicholas Georgiades, PharmD puts it – on the “higher level” of this slide. The “higher level” is keeping in mind not what you present, but what the listener hears and finds useful.
We’ve all been to perfect (and perfectly boring) pharma presentations that give us little useful information, that neglect the speakers’ insights on the topic, and that, in effect, disengage us. Next time you present, consider the preceding slide before the slide… The simple, useful, helpful slide that sets up teaching through a story, not just the reading.
Is there a book in you? I meet so many people with valuable knowledge to share, and if that sounds like you, here’s my #1 tip for turning your expertise into a book. Watch this video to get started!
I just watched someone transform a scripted message into something personal and engaging—it was fascinating to see! It’s a simple technique we can all use. Check out this video to learn how.
“If I could turn back time” are famous words sung by Cher that are often on repeat in my head when I’ve processed a conversation and think of all the things I wish I'd said. Sometimes it’s because I’ve thought of a funny retort but most often it’s because I know I could have done better. Unfortunately, turning back time only happens in the movies.
Practicing useful skills routinely can become an embedded behavior. Pick one to work on now, and once that is sticking, move to another. Here are a few ways to get your communication off to a good start.
· Be concise with your questions/comments and avoid beating around the bush to get to your point. This will bring clarity.
· Know your KOL and their interest areas and tailor the conversation to those topics or use those topics as a bridge to the content you need to share. Not sure? Ask, and listen to hear. The KOL will find value in your focus on their needs.
· Ask clarifying questions to avoid misunderstandings and do so with a tone of curiosity. Paraphrasing will demonstrate you were listening but hope to gain clarity.
· Be declarative when you present your data and stick to the facts but be open to different viewpoints on the impact or interpretation of the data.
· Remove the word “like” as a filler as it can be very distracting, conveys a sense of hesitancy, and doesn’t add value to the conversation. Record yourself giving a presentation or practicing Q&A and you might be surprised how often “like” slips in!
· Avoid using weak language as it may undermine your message and make you seem less authoritative. Hedging words (in my opinion, the way I see it) and qualifiers (usually, rather, enough, a little) conveys a lack of commitment and softens the message.
· Words or phrases that don't add value to your message, such as “pretty much,” “sort of,” “kind of,” or “a little bit” can make you seem unsure.
Use words that are concrete, specific, clear, and constructive. For example, you can replace weak language with stronger words like “I'm confident” or “I'm convinced.” Removing the filler and hedging words will make your content more concise, allowing more time and space for fruitful conversation. Take time to practice this approach and record yourself to get greater insights about your vertical versus horizontal approach, tone, and use of strong versus weak language. If you want to master the art of being an MSL, this is a great place to start.
Tip for your next presentation: Hit the main topic first! This approach is especially effective when dealing with a complex slide deck. Curious why it works so well? Watch this video to find out more.
Our last post gave examples of how you can change your communication to convey strength and confidence, which is important during meetings, particularly with KOLs. This post focuses on tone, and if you were ever a teenager and had a sassy tone, you might have suffered consequences because of it. There’s no getting away from it (just ask your mom) – tone matters. The tone in which you approach conversations will help put you on level footing or might result in the end to conversations. Our tone refers to the way we use our voice to convey meaning, emotions, and attitudes.
Your tone should convey confidence and respect, even if your heart doesn’t reflect those feelings. Whether you are speaking with your manager, a KOL or a troublemaking colleague that likes to push buttons, dig deep and use a respectful tone across the board. Use your emotional intelligence to keep your voice steady, even in challenging situations.
· Speak with confidence but ensure your tone is respectful.
· Don’t use a tone that would reflect the sentiment “I’ve told you that a thousand times” (even if you have!).
· Stick the landing. Don’t elevate your pitch at the end of your sentence as it will sound like you are asking a question rather than stating a fact with confidence. It will impact your credibility.
· Tone is often lost with written communication so, when an email/text chain seems to be going south, speak to the person directly (even an old fashion phone call is an option) to avoid misinterpretation.
Pairing the right words with the wrong tone can derail a conversation quickly. Even a simple phrase like “of course” could be misinterpreted as being sarcastic based on tone in which it is said. Aligning your tone of voice effectively can convey authenticity, empathy, concern, and represent your best self and aligned with your emotional intelligence, will help you strengthen your relationships.
In presentations, it’s easy to get carried away and forget to pause. Instead, focus on your key point—make it clear, concise, and impactful. Less is often more! Watch this video to learn more...
The language we use with our KOLs and peers impacts the direction and depth of the relationship. Here are some adjustments to keep your communication effective and impactful:
· “What can I provide” sounds more level than “How can I help you?”
· Don’t use minimizing language like “I feel” or “I think.” Replace those with “I am confident” or “The data indicates…”
· “Do you have any questions?” may not generate the same exchange as “What questions do you have?”
· Don’t undermine your credibility by inserting “just” into your sentences (e.g., “I just want to review this phase III data…”). Remove “just” – it’s unnecessary.
· Avoid apologizing and instead say “thank you for your patience.” This way of thinking is a game-changer! (Although, when an apology is truly warranted, certainly offer a sincere one).
· Avoid ending your sentences with a question that requests validation, such as “don’t you agree?” If you are asking the KOL a question, state the facts of the data and then follow-up your statement with a firm question “What is your perspective on this data?”
· Instead of affirming a negative, make the statement positive.
If Tim (from the example in Tip #1) had said, “Yup, your flip turns are slow and wonky,” I would have felt more self-conscious and may not have continued to practice my turns. His words gave me the confidence to continue to practice and implement feedback to support my improvement. Remember, you’re bringing value to your KOLs so convey the information or data with professional confidence. Ensure your words and phrases reflect your value and don’t insert words that diminish it.
Are you operating on a vertical or horizontal plane? Alfred Adler spoke about superiority vs. inferiority—challenging us to consider if anyone truly holds more value than another. When we see everyone as equal, we navigate life and work with a fresh perspective. Let’s aim to build relationships that reflect respect and equality. Watch this video to learn more!
“At least you’re doing them” was what Tim said when I told him my flip turns were slow and wonky. That was just what I needed to hear from Tim, coach of the Master’s swimming club I just joined. It’s been a long time since I was part of a Master’s team, and those simple words gave me the confidence to keep practicing my flip turns.
Saying the right thing may make a difference. Saying the wrong thing may make a BIG difference. Even when we use the right words, adding filler words can minimize our impact. And don’t forget about tone as it can change everything! Do you have a friend or colleague that always knows what to say, when, and how? Do you wish you had that gift? This series will provide ideas that will allow you to communicate with impact.
Remember the idea of “vertical” versus “horizontal” relationships from our LinkedIn series on Meeting Your KOL for the First Time? We discussed the importance of staying on equal footing with your KOL, as this shapes everything about the conversation—tone, confidence, and body language. The language you use can make a huge difference, supporting an equal relationship that grows positively.
“Tell us a little bit about yourself” can feel like a stale interview question, especially when they’ve already read your resume! Next time, try flipping the script: respond with, “Would you like to know something that’s not on my resume?” Then share a personal story that ties back to the job and the skills you've gained from it. This approach grabs their attention, builds engagement, and puts you on an even playing field—making the interview more of a conversation, not just an interrogation. Take control of your narrative!
A lesson in cooperation from a bucksaw? You heard that right! Sometimes the simplest tools teach the most powerful lessons. Watch this video to find out more...
