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A Powerful Introduction
(Who am I?)

Your introduction can define your entire interaction, meaning that it will either set you up for success or an uphill battle. (Remember, nothing is neutral!) We're not talking about "Hi, I'm Lauren." Patients want to know more about who's helping them and why you care. Today covers a simple 3-part formula that makes your intro feel human and unique, and makes everything that comes next a little easier.
   7:59 Watch Time [Week 24 from the Weekly upSKILL series]
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 Real Help 

Solve these 'people problems'

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For upSKILLers:

  • Jumping straight into "doing" without setting your interaction up for success
  • Feeling awkward or unsure what to say when introducing yourself, so skipping it altogether
  • Believing you're not important enough for the patient to care
  • Wanting patients to feel like they know exactly who's helping them and why
  • Building instant likability, warmth, and trust before you even get into the "doing" part of the visit
  • Remembering that sharing a little of your own passion makes patients trust you faster

For Leaders:

  • Team members moving straight into a transaction without really introducing themselves
  • Inconsistent introductions across the team, some warm and personal, some brief and transactional
  • Patients feeling like "just another number" because no one took a moment to connect with them personally
  • Coaching team members through a simple, repeatable 3-part introduction: name, role, and a personal touch
  • Creating a team culture where every patient feels genuinely welcomed from the first sentence
  • Building patient trust and credibility across every role, from front desk to providers, with one small habit
 Data 

It's science

Research on social perception found that people judge others almost instantly on these dimensions: warmth (can I trust you) and competence (can I respect you), with warmth judged first. (1)
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A genuine introduction speaks directly to the first things someone is unconsciously evaluating.
People form lasting impressions, including how much they like and trust someone, within just a few seconds of meeting them.(2)
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Your introduction isn't a formality; it's the moment a patient's opinion of you starts forming.
A meta-analysis of over 90 studies found that when people share personal information about themselves, others like and trust them more in return.(3)
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Adding your own passion statement to your intro is one of the fastest ways to build real connection.
 Note 

From The Experts

"Like all soft skills, a great introduction makes your life easier. It sets the tone and instantly makes you likable, caring, and credible. Everything is smoother sailing after this!"
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- Christine & Lauren, The Patient Whisperers
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 SERIES 

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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Chu Vision Institute

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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. 
Get to know them here or connect on social media:
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) Cuddy, A. J. C., Fiske, S. T., & Glick, P. (2007). "Warmth and Competence as Universal Dimensions of Social Perception." Advances in Experimental Social Psychology, 40, 61-149. (2) Ambady, N., & Rosenthal, R. (1992). "Thin Slices of Expressive Behavior as Predictors of Interpersonal Consequences: A Meta-Analysis." Psychological Bulletin, 111(2), 256-274. (3) Collins, N. L., & Miller, L. C. (1994). "Self-Disclosure and Liking: A Meta-Analysis." Psychological Bulletin, 116(3), 457-475.