Danielle Kennedy posted on February 19, 2010
I am very fortunate at this time of my life to be able to use many of the experiences of my own personal history to solve problems on the job. I work for the CareActors Theatre Troupe which is part of a large hospital organization. And this week I had the opportunity of video coaching two doctors. Both of these doctors requested help with specific communication challenges they wish to improve upon in their work. One doctor is a female who is very bright, very personable, knowledgeable but she looks young. (Oh to have that problem!) And her older patients--particularly seniors--often ask her how old she is and how long she has been a doctor. Many of them had the same doctor for decades and their particular doctor has retired so she is taking over as their new doctor. So I created a scenario whereby I was going in for a check-up and I had some health issues and this was my first visit with her since my own doctor had retired. The facillitators put a listening device in my ear. As they watched the doctor and I interact on film, they could cue me to make it more difficult on her if they saw the necessity. The doctor is working on being less defensive, listening carefully, and being clear in her communications. We did two sessions so she could watch the first interaction and make improvements. It was very productive.
The second doctor was a male pediatrician who was beginning his own practice. Up until now he was a neonatal surgeon working on premature babies who needed care. I played the grandmother who was raising the baby because the mother, my daughter, was back to work as a single mom. The baby was six weeks old and had an obstruction in her stomach which made it difficult for her to hold down food. Surgery was necessary and the doctor had to give me that news. I was in a very emotional and agitated state and it was up to the doctor to be able to deal with me in that state. The challenge as an actor is to make it real and if it is real, the doctor will definitely have to work at developing compassionate, careful behavior and listening skills. This doctor was responding well. Beads of perspiration were on his forehead. There was a significant change in his manner from the first coaching to the second.
Both doctors did very well and the facillitators felt progress was made. This is something that would work with many of you out there who are trying to improve your business skills too. For example: a Realtor who has to deliver bad news concerning an appraisal, a salesperson who feels uncomfortable asking for the order, or the simple act of qualifying a prospect to find out if they are in the market for your product or service. We call them role plays but when you video the scenario, watch yourself, and then repeat the scenario after you've been coached while watching your tape, growth and progress can be made. Remember the first step to initiate change is awareness!
Also it is critical that the actor playing the customer is extremely skilled as an actor. At CareActors everyone in the troupe is highly skilled, experienced and each actor had to audition to become part of the group. The selection process is tough. And that's good. Because if the actors are not real, the student will have a hard time believing it is a real scenario.
When I get the opportunity this year, I hope to do some of this with my companies that I consult around the U.S. Management, you should try it too. It truly builds awareness and improves skill levels.