By: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com
On occasion, we all have one of “those” days where it seems that people just feel compelled to push our buttons. Admittedly, some of us might have more ‘pushable’ buttons than others! Our roles have high expectations and sometimes others have low understanding of what it takes to do the job, so the occasional frustrating moment is to be expected. Finding a little grace for ourselves and for others sure can help the emotional side of the role and free us up to excel on the business side.
Perhaps there is an audience or person that is most challenging. For many, the number one culprit is the boss. That’s the the one person that the liaison expects to fight for them, understand them and value them. The relationship always starts with mutual respect; so if the relationship is rocky, perhaps it’s time for a well-planned, fully prepared chat to better understand what’s real vs perceived and how we can make it better. Many teams do not have leaders who came from the field role. We need to assume they are leading the function for a good reason. Our grace needs to extend to understanding their value and not just what they do not know. Is it time for a do-over to get the relationship on a better footing?
We all have tough field days. Often it is because gatekeepers prevent us from those wonderful conversations we’d like to have with doctors. Likewise, there are operations staff and internal physicians who fail to be responsive – that’s tough. It seems that field staff tolerate challenges from the referring physician far better than those inside the organization.
- Are there skills used in the relationship sales process that can translate to gatekeepers or the internal challengers? I think first of the obligation to understand their needs. Liaisons regularly build credibility with the referring physician and their staff. Is there an opportunity to use those same credibility skills with others?
- Have you taken the time to understand why some individuals get under your skin more than others? Insights into their personality, behaviors and attitudes might help you craft a plan for managing them or more importantly, managing how we react to them.
The job focuses on relationships with all sorts of audiences. Doing that well assumes you have a healthy dose of self-confidence. It is gained through success, but also through skill development, quality conversations and the ability to see impact. While it is measured in results, we often self-measure through great connections. Don’t we wish every day was filled with those! As we consider a little grace, it’s not only for others, but also for ourselves. So today, as we move into the final quarter of the year, what are you doing to give yourself an occasional atta girl or atta boy, to admit that while we strive for perfection, we need to hope for consistent value. A little personal grace means we cut ourselves a little slack and keep working to improve and learn from what didn’t go great. Give yourself a little grace.