By: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

Now that was ugly! I was an air travel victim of the recent global cyber issue. And while my story included a little scrambling and an extra night out because of a cancelled flight, I fared far better than so many. What struck me most was how individuals in the service industry chose to deal with exhausted people, their issues and the lack of satisfactory solutions. Everyone I spoke with was kind (me too). Yes, I saw some toddler tantrums by grown-ups but that’s likely a topic for another blog.

Here were a few examples of those I worked with when trying to find a solution and how it relates to the world of physician relations.

The Dismissers:  A couple of individuals clearly wanted me to “move along.” All were polite, listened before responding, but I sensed no interest in investing in my story. Perhaps there is a parallel with physician relations reps and service line leaders. Because we are generally an intuitive bunch of individuals, we read them and their body language beyond what they are saying. If you run up against a dismisser, consider their WIIFM (what’s in it for me) to help you. If you can get traction, it will often be for one small topic at a time. They are not the ones to take on messy, complex requests.

By the Rules Service: A couple of airline representatives started the conversation by telling me their role, and mine. It was clear that rules mattered to them and that the rules were there to protect boundaries. Often, rules become a default inside our organizations. Rules are important, yet rules can and often should change, yet that’s highly unlikely to happen amid a crisis. When you confront a “rules first” person, hearing their viewpoint is critical to create the best approach. Gathering evidence and then using small processes and steps is the best bet. Circle back when the atmosphere is calmer.  I bet Delta airlines is doing a bit of that!

Let’s Try: Life feels better when you connect with someone who is willing to dig in and problem-solve with you. You feel it almost instantly with their empathy, good listening, shared dialogue. Often, they ask about your ideas for a solution. While they have no magic and often the solutions are not perfect, you feel a partnership. I believe physician relations reps strive to find this spot with their referring physicians. Inside the organization, as you cultivate more “let’s try” partners, there is a real obligation to let them know that their openness to partner is valued.

Jobs can be messy. Issues, breakdowns in communication and/or the failure to deliver what was promised are frustrating at best. How do you guide the process and how do you work with others when there are no easy solutions? It’s a core element within the physician relations role. Getting a pulse on how to gain favor is part of the job, and something each of us should be working on.

Are you or your team looking to refine your communication and methods? We’ve got strategy and training options for individuals and teams.. Reach out to info@barlowmccarthy.com for details.