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Difficult Feedback | 3 of 5
(The Analyst Personality)

Give the Analyst feedback and expect questions, pushback, or requests for more detail. That's not resistance; it's how they process. Small shifts in how you present the facts are often all it takes to keep them on your side. This upSKILL covers how to deliver difficult feedback to our blue, the Analyst personality. 
   8:03 Watch Time [Week 71 from the Weekly upSKILL series]
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 Real Help 

Solve these 'people problems'

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For upSKILLers:

  • Avoiding a hard conversation because you're not sure how the other person will react
  • Softening feedback so much that the actual message gets lost
  • Giving everyone the same delivery regardless of how they'll receive it
  • Feeling confident going into a difficult conversation instead of dreading it
  • Remembering that clear feedback is a form of respect, not an attack
  • Using the same equation to feel confident with a teammate or someone in your personal life

For Leaders:

  • Team members who avoid feedback altogether to sidestep an uncomfortable moment
  • Feedback that gets so softened the real message never lands
  • Difficult conversations feeling like an attack to patients
  • Coaching team members to use one simple equation for every difficult conversation
  • Building a culture where clear feedback is understood as care, not criticism
  • Helping team members feel confident having hard conversations with patients and each other
 Data 

It's science

People high in “need for cognition” tend to enjoy and engage in effortful thinking.(1)
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That's why, for someone with a more analytical style, giving them real information, details, and reasoning gives them what they need to feel good before they can align.
When people carefully think through the reasoning behind a message, the attitudes they form tend to be more durable and more resistant to pushback than attitudes formed with less thoughtful processing.(2)
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When you give an Analyst the actual reasoning instead of just an ask, you're giving them the ability to actually agree, not just align.
Deliberate, effortful reasoning takes more time and attention than automatic responses.(3)
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When someone with an analytical style pauses before answering, don't automatically interpret the silence as pushback. Their brain needs more time to process.
 Note 

From The Experts

"Blues thrive when they can help problem-solve. Invite their input on how to address the issue or make the process better. They'll appreciate the chance to contribute their expertise and may even take ownership of making the solution happen!"
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- Christine & Lauren, The Patient Whisperers
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This is adapted from Weekly: Mastering Soft Skills

by The Patient Whisperers:
Soft skills that make work and life better.
For everyone who works with patients - or interacts with humans.

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 WHO 

Meet the experts

The Patient Whisperers
Christine Scarlett
& Lauren Weaver
Former practice leaders leading change by bringing relational intelligence, soft skills + emotional connection into healthcare as authors, speakers, and upSKILL instructors. 
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Christine Scarlett
Former CMO
& Director of Patient Experience
From counseling patients, to Director of Patient Experience, to CMO, Christine's worn nearly every 'hat' in a healthcare practice. The driving force? Her love for people... creating exceptional patient experiences and empowering those who serve them.
Lauren Weaver
Former
Director of Brand Development
Bringing her PR, branding, social media influencer status, and love of storytelling with her, Lauren turned how we market and build a brand for ourselves in healthcare upside down by redefining how we connect with our patients, both in practice and online.
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(1) Cacioppo, J. T., & Petty, R. E. (1982). "The Need for Cognition." Journal of Personality and Social Psychology, 42(1), 116-131. (2) Petty, R. E., & Cacioppo, J. T. (1986). "The Elaboration Likelihood Model of Persuasion." Advances in Experimental Social Psychology, 19, 123-205. (3) Kahneman, D. (2011). Thinking, Fast and Slow. Farrar, Straus and Giroux.