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Filler Words
(Good or Bad?)

Um, like, so, actually... what do they say to the other person about you? Most of us use filler words without even noticing (for some of us it's occasional, and for some it's a habit). Depending on the context and situation, these words can discredit us or sometimes become an intentional communication tool. Find out what to keep, what to cut, and how to turn pauses into your best tool.
   6:07 Watch Time [Week 39 from the Weekly upSKILL series]
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 Real Help 

Solve these 'people problems'

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For upSKILLers:

  • Sounding nervous, unprepared, or unsure 
  • Losing patients' trust because "um" and "like" pile up during a conversation
  • Filling every pause instead of letting a moment of silence land
  • Remembering that filler words can be a tool, not just a habit to hide
  • Sounding calm, confident, and prepared with every patient interaction

For Leaders:

  • Team members sounding uncertain or unprofessional without knowing it
  • Patients trusting the organization less because of how a conversation sounded, not what was said
  • Coaching team members to swap subconscious clutter for intentional, confident communication
  • Building a team that consistently sounds prepared, credible, and trustworthy in every interaction
  • Team members using pauses and reflective listening to make patients feel truly heard
 Data 

It's science

The average unaware speaker uses a filler word every 12 seconds, about 5 per minute, five times more than the 1-per-minute standard for good public speaking.(1)
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That gap adds up fast, and patients notice it long before we do.
Research shows filler words come from three causes: divided attention, unfamiliar words, and nervousness.(2)
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When we're distracted, searching for the right word, or anxious, our brain reaches for a filler to buy time.
One study recorded telemarketers inviting people to a survey and found that the more filler words they used, the fewer people agreed to participate.(3)
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Over the phone, patients only have our words and tone to judge us by, so this matters even more.
 Note 

From The Experts

"When you cut out clutter filler words and use them with intent to show reflective listening, jump in, hold the floor, and be diplomatic, you will appear thoughtful, caring, and sensitive, confident, attentive, present, competent, prepared, articulate, and intelligent."
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- Christine & Lauren, The Patient Whisperers
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This is adapted from Weekly: Mastering Soft Skills

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Christine Scarlett
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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
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(1) Standard public speaking benchmark for filler word frequency, as referenced in the lesson. (2) 2014 research study on the three causes of filler words, as referenced in the lesson. (3) 2013 study on filler word use and telemarketer survey participation, as referenced in the lesson.