Some of the loudest things people say don’t come from their mouths. Shelly O’Donovan is the CEO of the Authentic Influence Group. After walking the halls of government and GlaxoSmith&Kline for years seeing many people rise and fall, she uncovered patterns connecting success to non-verbal communication. Shelly also realized that many aspiring medical and pharmaceutical executives spend a lifetime trying to propel their careers forward, so she stepped in with her experience to help those teams, executives and professionals learn how to use subtle, authentic communication methods to illuminate their message.
You don’t want to miss out on gems in this episode. Tune in and learn effective non-verbal communication tips that will help you advance in any healthcare profession.
[00:01 – 02:31] Uncovering the Patterns of Non-Verbal Communication
I introduce our guest Shelly O’Donovan
Bio
Shelly gives a bit of background around her expertise
Finding patterns within politics
Training healthcare professionals in those patterns
[02:32 – 16:00] Effective Non-Verbal Communication Tips in Healthcare
Shelly shares some fundamental tips to engage with patients
Make sure to address the patient right away
Eye contact is key
Resources that help physicians refocus and connect better with the patient
Using open body language
Take a deep breath before even meeting the patient
Relaxed and calm vocal tones are as important as the words
Building a relationship with the front desk
From how you walk through the door
Avoiding negative non-verbals
Opening up the body language of the other person
Increased micro expressions to enhance energy output
Using ornaments - changing your appearance
Shelly dives deeper into utilizing micro-expressions
Pulling out who you really are
Voice tone naturally follows our facial expressions
[16:02 – 26:29] Using Non-Verbal Communication to Build Trust
Tips for physicians to motivate their staff
Using your hands more to communicate
Over communicate
Show that you yourself trust your staff
Using non-verbals within a sales perspective
Keeping your eye on the other person
Pivot based on the other person's body language
What Shelly teaches students about navigating Zoom
Get your hands into the camera
The importance of lighting
Look right into the camera
Record yourself to see what you do when you speak
Building your own confidence
Learn your own habits
Make tweaks slowly during low stakes moments
[26:30 – 28:44] Closing Segment
How to connect with Shelly
Links below
Final words
Stay tuned for more. Links available below.
Tweetable Quotes:
“Just being in the moment with that patient for a minute before you open up the chart… that’s a big game changer, and that really makes a difference in building that trust.” - Shelly O'Donovan
“Speak from a place of passion… it keeps the other person really engaged.” - Shelly O’Donovan
“Using your hands; that is a trust indicator… You want to subconsciously see my hands so you can know whether we’re friends or we’re foes.” - Shelly O’Donovan
Resources Mentioned:
Paul Ekman Group - Micro Expressions
Want to connect with Shelly? You can find her on LinkedIn and Twitter. Go visit https://authenticinfluencegroup.com/ and start illuminating your message!
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Effective Non-Verbal Communication Tips in Healthcare w/ Shelly O'Donovan #159 | Patient Convert Podcast: Healthcare Marketing Podcast - Listen or read transcript on Metacast
