Category: communication

Categories
Accountability blog Change communication Customers Ethical Behavior Ethics Leadership Work Ethic

2024: Who is Listening and Who is Paying Attention (Part I)

I recently found myself at a Medical Specialist office on what I thought was going to be a brief visit on Saturday Morning. Now I know, as to why General Practitioners or Family Medicine Offices have very little business on the weekends, it is the Specialists that have quite a large following on Saturday mornings. Who knew?

Seriously, there were people of all ages. Yes, even infants. I hope by now you can ascertain this specialist deals with issues of one of the senses. Without going any further I will stop right there. You know privacy and the nosy nellies and things like that. But back to the story, my story.

There are three waiting areas. The first one is where people check in and wait to be called. The next area is post-triage/vitals and waiting to be seen by the Doc. The third is a waiting area for letting things happen or recovery for injections or medication, just to make sure there are no adverse side effects. So that sets the stage.

If you have ever been to any Waiting Room, in this case Waiting Room #1, there is an eerie silence that everyone shares. Sure there are whispers and murmurs but nothing else fills the air. That is until those that work there begin to speak. However, that is for part 2. Finally, your name is called and off you go.

After your vitals are taken and if any prep needs to be done, it is now that it happens. Soon you are whisked away to Waiting Room #2.

You enter another quiet room or so it seems. In this room, you will find a handful of those waiting to be seen. Before long, someone speaks. You try not to listen but when they are the only one talking it is quite the challenge to block the woman’s voice.

Within seconds everyone in Waiting Room #2 knows what is ailing that individual. Followed by a full treatment history and what she expects the Clinician to do because her “friend had the same malady”. Folks, days like that day are not the days to forget to bring your AirPods. I never knew who the lady was talking to but I suspect, no one was talking to her but more like listening to the words.

As for who was paying attention, as I looked around the room I could tell who was really invested and actively listening to the one side of a one-sided conversation. They were the ones who had a deer in the headlights look on their face. These were the faces of people that suddenly found themselves in a situation they were not expecting. The people are already anxious and for all they know face an uncertain future.

Adding salt to the open wound that is their new, sudden, and unanticipated state of affairs was this lady and her issues. I understand that everyone handles stress differently, however, some common sense and decorum please. Throwing gasoline on a fire is never a good idea and neither is creating more stress and anxiety for others is also NEVER A GOOD IDEA.

Medical Office Managers get out from behind your desk and walk the halls and visit the waiting room(s) and YES the patients are your responsibility. They are part of the office, without the patients you would not have a job. Yes, it is that simple. So get out there and run interference. Pull aside those that like to over-share, those that like to diagnose others, and those that like to stir the pot for the sake of stirring the pot. Remember, your job is to keep the organization moving along.

Medical Office Staff: Keep an eye and ear on those individuals in the waiting rooms. It is your job to take care of those patients from the moment they walk into the building to the moment they leave. Remember, you are the professional you were hired to be. So be it.

Patients find themselves not liking the environment, they will find some place else to go. I know this to be true as I fired my last General Practitioner and the one I have now absolutely ROCKS!

Patients: Have a little tact, some empathy, and most of all, just keep your mouth shut. I bet you do not like it when others get all up in your business. Guess what? Others do not like it when you do it! So don’t do it.

A Little Disclosure: I was one of the first timers that suddenly found myself there. That’s how I knew what the look on their faces was as I had it as well.

Thank you for your time,
David

Categories
Accountability blog Change communication Decisionmaking Inspiration Leadership Leadership Principles Morale Motivation positive Tips

Self-Leadership – How To Make The Time

In the previous blog entry, I talked about how it was important to find the time. How everyone has the same twenty-fours and such. Now, I want to share with you about how to make that time. How to extract the time you need to expand on what is important while minimizing downtime. The next set of questions is where to extract the time from? What to do with that time? Then how install the coming change that implementing the new found time will most bring.

Make The Time

Making time and how to make that time is not an easy task. It is by no means anywhere close to being easy. Well, I exaggerate (a little). It is easy to make time if all you do day in; day out is waste time. If all you have in your life is time to goof around, play on the PS4, or go party with your friends, then yes making the time is easy. However, it becomes a difficult task when we are already doing the important work. The kind of work we do when we are in school, putting in the hours from 9 to 5, and those awesome side hustles.
All that and then we feel like we are still spinning our wheels? Well, no need for the anxiety to set in. Taking a few common-sense approaches will help identify the time, adjusting the time, and implementing the time changes. Let’s get started:

AUDIT YOUR DAY, WEEK, MONTH, YEAR

Auditing your day may take some time to complete. As some days look the same as the previous day, I guarantee you every day is not the same but you know this. While you are auditing your day remember to note everything you from when you start working, what is the first thing you work on, when you take a break, what time you take lunch and so on.

Once you collect your data, next comes determining what works, what does not work, and what you want to start working on, among other things specific to you. Additionally, the audit data collected will also show you things you may not want to see or believe. Good or Bad, it is all a learning experience. A learning experience in that taking a step back will show us who we really are because in a day-to-day setting we are knee deep in the muck that we don’t see all that we really do because it is just the norm.

IDENTIFY WHAT CAN BE CHANGED THEN CHANGE IT

After collecting, sorting and dissecting the data there is a bit more work to do. Now the raw data is going to reveal the truth. The whole, good and bad, truth. The honest truth of what you have and have not been doing will be revealed. It is now the time to get to work.

Now is the time to identify what can be change. To do this, you will have to (honestly) determine what are you spending too much time on and not getting return on that time investment. Next, extract from the collected data what are you spending not enough time on but need to give more time to increase the return on the expanded time investment.

The final step in the identification process is to identify and create the CHANGE you feel (from your gut) you need to make. Having determined the time to be moved, shuffled, re-organized, re-prioritized, and re-distributed you are ready. Next, comes implementation and putting to work the impending change(s).

WORK THE PLAN

When it comes to implementing change in your life there are three trains of thought when it comes to implementing and working on the change(s): all at once, one thing at a time, or clustering the changes. The latter two are more apt to take root in that anything that does not appear right or appropriate can be worked on, modified, adjusted. Unfortunately, this is a luxury that does not accompany the “all at once” option.

Take that knowledge for what it is worth, acting on the change “one thing at a time” is my preferred method to deliver and act on change. It will certainly increase the level of buy-in and acceptance. Sometimes, the want to change is not enough. Whereas, through slow and deliberate actions in the way the plan is implemented and worked will increase success.

Once the first change is implemented then another can safely be brought in and implemented. By taking those slow, deliberate steps you are on the path to integrating the next change. The plan is to make the change an easy implementation of the changes to you, your life, your mission, and goals.

Throughout the entire process or working the plan you have another set of tasks to do. Those tasks are being constant and consistent when working on the fit that working the plan will make. Be careful for once you stop being constantly consistent is when you revert back to your old ways. You will be negating everything you have done up to this point.

The goal was to make the time to work on those things that will make a return on the time investment you make. The goal is also to minimize the continued action of those things that are not generating the kind of return you seek. Thus, it falls on you to stay the course, always. Staying the course of progress and change will most certainly ensure you are making the time. Isn’t that what success is all about?

Thank you,
David Guerra, MBA

Categories
Accountability blog Change Choice communication Daily Challenge Decisionmaking Inspiration Leadership MBWA Mentor Morale Motivation positive Walking Leader

Self-Leadership – Finding The Time

Being a leader involves a different type of commitment and dedication. The difference comes from being a a committed and dedicated leader 24/7/365. That’s non-negotiable.

Being a leader is your other full time job. It is going to take up that much time. That is one reason most people feel they are ready to do what it takes to be a leader until it is time to step up and be the leader.

image of clock face

It is nothing against who they are as individuals, nor is it a strike against their knowledge, skills, wisdom and character. Far from it. Those that recognize that at this moment they are not ready to lead are great leaders in the making.

Once underway, there are people that know they cannot hack the toll leadership takes on the individual. Yet, there are those that decide to fake it and never make it are not even worthy of qualifying as a bad manager. The individuals that would rather continue faking it soon become “micro-managers” thus fail to give respect to those they are supposed to be leading. They will soon find themselves without true and genuine followers. Then what good are they?

What does finding the time have to do with knowing when to play your hand or when to fold’em?
Everything. If the individual is not prepared to find the time to work on her skillset or his soft-skills will amount nothing more than a hill of beans.

But there are only 24 hours in a day and eight of them are already spent sleeping!

True, but what about the other 16 hours? Eight of those sixteen are for working and working with the people you leading. That leaves eight hours for personal matters. Matters such as spending time with the family, hobbies, and personal development. All that and dinner, too?

You have to. You have no choice.

One thing to remember you and I and all us one thing in common. We all have the same 24 hours. Believe it or not every Doctor, Lawyer, Computer Engineer, Graphic Designer, Photographer, Janitor, Teacher, Bus Driver, and Student, all have those same 24 hours.

What does all that mean?

It means that while we are all unique individuals were are all, also the same. We have that same amount of time. Yet, there are plenty of people finding the time within those 24 hours to work on the commitment, dedication needed to become a better leader.

As you can see, it will be difficult but you have to find the time to be better. You have to use that time to grow both personally and professionally. In upcoming blog posts I will take a deeper dive into how to properly use your new found time.

As always if you have any comments, questions, remarks or concerns please email me at [email protected]

Thank you,
David Guerra

P.S. I invite you to follow me on Twitter: @daveguerra • visit my website: www.daveguerra.com