Lasting Impression Teams - We exist to create a welcoming experience thru serving with excellence

I love to read. One summer (I was probably 14) my mom challenged my bother, sister and I to a reading contest. I loved that summer and I blew the competition away! I devoured about 2 books a week over the 6 weeks or so of vacation. I think my mom was sorry she gave such a challenge having to take me to the library at least once a week.
As I have gotten older, my reading tastes have changed. I used to read things like Judy Bloom, and Nancy Drew books, as well as The Little House on the Prairie series. Moved up to Sidney Sheldon, David Eddings and even Danielle Steele. After I got into management, I primarily read books to further those skills - leadership, teamwork, ect. (some may say BORING) Not so! Since my time is limited, I do enjoy settling in and reading those types of books and learning new tools. However, due to my limited reading time, it takes me what feels like forever to finish a book. I received "What Got You Here Won't Get You There" by Marshall Goldsmith for my birthday. My birthday was in March and I just finished this book last night. Sad, but true.
The entire book is about stopping things you are doing that are hindering you from even greater success. The author included a list of 20 transactional flaws. As I got to about half way in the book I began to put one of the tools suggested into practice. One flaw listed was "not listening". Marshall had some great examples of improving listening skills. Since I feel I am a pretty good listener, I decided to put these suggestions to use at work as practice before I got into my real flaws. (according to the book)
I work in the medical field as many of you know. In this field you need to be able to multi-task. It is very common for us to be looking down at a chart taking notes, while the patient continues to talk. (a good listener faces the person speaking) Fellow coworkers are not bothered by the fact that they are talking to me and I am busy entering labs or such into the computer.
After reading some suggestions from the book, I made a few changes. I face my patient and let them explain their problems or concerns; then I ask them to give me a moment to write a few notes, then I ask a few clarifying questions to make sure I remembered correctly all they had explained. As for my coworkers, I began to stop what I was going, actually put down my pen and face them when they talked to me.
I have no idea if I am making a difference with how the patients perceive me as a good listener or not. What really surprised me was the response from my coworkers. I got comments such as, "are you okay?", "what's wrong?", and my favorite was "why are you looking at me?"
I am not quite sure what to make of that!
As for my real flaws (again according to this book) are 1. Adding too much value, which is the overwhelming desire to add my two cents to every discussion, and 2. Passing judgement, which is the need to rate others and impose my standards on them. How I am going to work on these will be the subject of another post!

Posted in: on Tuesday, June 10, 2008 at at 7:49 PM