By Steve Adubato, PhD
Paul is a 30-year-old bank manager who is well liked, hard working and respected in his company. Yet, recently Paul's CEO suggested some executive coaching as a way to help him take his skills to the next level.
By Steve Adubato, PhD
Asking questions is an art form. Some people are a lot better at it than others. The most effective professionals in sales, customer service or counseling, are those who truly understand how to ask questions.
One of the most effective questioning techniques is called the "funnel" approach. Picture what a funnel looks like--wide at the top and narrow at the bottom. The idea is to ask broad, very general questions at the beginning and continue to narrow the focus of your questions with greater specificity. Your goal is to draw out your audience, be it one or one hundred, in an effort to capture their true wants, hopes and needs.
By Steve Adubato, PhD
It's time to get serious about your CQ. That's right, IQ matters, but so does CQ, or your "Communication Quotient." What good is it if you are really smart but can't get your point across and connect with others? The most successful professionals are those with the best relationships, not always with the greatest intellect. But always, they are the best communicators.
By Steve Adubato, PhD
Recently, two parents took their eleven-year-old son to the hospital for a stress test on his heart. As the doctor was reading the test results his beeper went off. He immediately asked the nurse/technician in charge to call his office. The doctor then proceeded to have a conversation with his office involving another patient case while reading the EKG results. At several points, while the doctor was talking with his office staff, the nurse running the EKG equipment thought the doctor was talking to her and vice versa. This confusing, not to mention annoying, communication went on for several minutes until the doctor was confronted by one of the parents. Ultimately, the doctor apologized but explained that he was "very busy" and continued that he often felt the need to "multi-task" because his plate was so full.
By Steve Adubato, PhD
Dr. Peter J. Pronovost is the Medical Director of the Center for Innovations in Quality Patient Care at Johns Hopkins University. Dr. Pronovost has spent a lot of time researching and teaching about the impact poor communication is having on medical care, particularly in America's hospitals. The facts are staggering. Over 44,000 patients die each year from human errors made during their hospital stay. It is estimated that these errors have cost hospitals between $17 billion and $29 billion each year. These errors include wrong site surgery, administering wrong medicines, restraint-related injuries or death and mistaken patient identities.
By Steve Adubato, PhD
Watching Howard Dean on television deliver his concession speech after the Iowa Caucuses underscored the point that often it's not just what you say that counts, but how you say it. This column is not about politics or the presidential race, but rather illustrates why those in a position to communicate publicly must be aware of their demeanor and its impact on others.
By Steve Adubato, PhD
Imagine you are delivering a speech on the issue of leadership to a women's business group. You are sharing observations about the differences between men and women when it comes to management and communication styles. Your analysis centers on a variety of commonly held beliefs regarding women being more empathetic, better listeners and more collegial. You say to the group that women in top positions often have a level of sensitivity and compassion that too many male executives lack. You add that men tend to be more aggressive, action-oriented and more comfortable with confrontation when communicating with their direct reports.