| Tina Haight, Director of Clinical Services UCH Steve Gavatorta: What traits/skills do you believe makes for an excellent communicator? Tina Haight: I firmly believe that self-evaluation and effective listening skills top the list in helping me become an effective communicator. Based on my outgoing personality I love to talk. Over my years as a manager, I’ve recognized this trait. When I speak to others I have to remind myself to stay in the moment and really focus on what they’re talking about. Historically I would tend to be so interested in responding to the points in the conversation and what my response would be that I would often not hear some of the points from the person I was speaking with at the time. I believe part of improving leadership and communication skills is to self-evaluate. I must ensure that I pull back, take the time to truly listen, hear and most importantly understand the other person. In other words, truly “be in the moment.” This self-evaluation of my style and what I need to do to become a better listener has helped me garner the respect of others with whom I am communicating. Steve Gavatorta: How do you learn to communicate with people who are not like you?
Tina Haight: I was fortunate very early in my career to work for a hospital that participated in evaluating personality and behavior styles through the DISC assessment. Not only did I find the evaluation fascinating, I sincerely realized that in order for me to successfully interact and connect with others, I had to recognize, understand and work with peoples different personality styles.Because of that assessment, it wasn’t long before I began to enjoy the results of recognizing, respecting and working with others more from the perspective of their respective style. I have since found that respecting and being able to recognize the appropriate method to communicate and motivate others based on their personality and behavior style for a positive outcome is a win-win for all involved.
Steve Gavatorta: How do you deal with the different communication styles of your staff?
Tina Haight: “Love’em where they’re at now.” While I’m not sure who coined the phrase, I’m a strong believer in the power of that statement. With high and middle ground performers, communication is generally not an issue. I’m a strong believer in the power of effective and respectful communication. In the stress filled atmosphere of healthcare, there is an occasional employee who speaks to me as a co-worker, often disrespectful. I set clear expectations for all employees on respectful communication.
Perhaps one of the most profound statements I’ve heard as a young nursing student was from a wonderful instructor named Sarah Boyd, Ph.D. During a class titled Cultural Sensitivity, Dr. Boyd was discussing communicating with different cultures. She said “it’s not what you say, it’s how you say it.”
She meant that people communicate differently and to get the best out of them is to realize those differences and adapt your style accordingly. Once you build the connection by adapting it is easier to set communication expectations.
I’ve repeated her profound words countless times during coaching opportunities. I believe this is very relatable advice that can easily be understood by employees at any level. Once I clarify this expectation with employees, I can then consistently hold them accountable.
Steve Gavatorta: What can your staff or sales reps calling on you do the best communicate with you?
Tina Haight: Throughout my career I’ve interfaced regularly in my healthcare management role with pharmaceutical and medical sales, sales representatives. The sales reps I’ve had the best relationships with are those who recognize if I’m having a tough day. I openly admit to having a talkative, outgoing personality but there are certainly days when I clearly do not have the time for small talk and need to only take care of the issues the rep and I am meeting to discuss. I can become very frustrated and impatient with reps who do not recognize the change in my usual very friendly personality. While I don’t share this frustration with the rep, I’ve frequently been very slow to give them another requested appointment.
On the other hand, I can think of one sales rep who is excellent at respecting how my day is going. I’ve contacted him many times because we have a mutual respect for one another and the results we attain.
Steve Gavatorta: Can you provide actual examples of how sales reps interact and communicate with you?
Tina Haight: I can’t tell you how many times a sales rep called on me and did not read my style. Often when I’m extremely busy I’ll have a rep that wants to shoot the breeze when I clearly give the indication I’m busy and have minimal time. Other times I may have time to spare and am interested in hearing facts about a product but the rep hurries through the presentation and rushes to close me.
In both instances the reps don’t appeal to my style, so I won’t buy from them or let them see the physician. After all, if they wasted my time I don’t want them wasting the physicians too.
The sales reps I get the best results with are those who clearly listen to my needs and adapt their style to my communication style in the moment. If I’m in a hurry they get to the point with hard hitting facts. If I have time and am inquisitive they take time to slowly walk me through the facts so I can make an intelligent decision. In other words, they think on their feet, read me and adapt accordingly.
Steve Gavatorta: How do you communicate to help someone deal with change, or taking a risk?
Tina Haight: Business environments are in constant change. For change to be successfully implemented the changes have to be communicated clearly to everyone affected. First, employees should be informed why the changes need to occur. I’m a strong believer that most people want to do a great job. If they understand the “why” behind the change, compliance with the change is highly likely to occur.
Next, staff needs clear, concise directions on how to implement the change.
Finally, staff need to feel safe that if they make a mistake they will receive guidance, not ridicule during the process. They need my total support.
Steve Gavatorta: How do you see communication in your role as a leader?
Tina Haight: Effective communication is critical for anyone in a leadership role. It’s been well documented that employees don’t leave jobs, they leave managers. As a manager I set clear expectations to employees prior to hire. I also honestly communicate the type of work load involved so there are no surprises.
Thank you Tina for your helpful insights on the importance of effective communication! |
