In a Wharton Business School radio program, Carmine Gallo, author and Harvard instructor, stated, “At no time have interpersonal communication skills been as important as they are today.” (See whr.tn/3Ib6Axq .) This perspective aligns with the theme of this month’s “Practicing Medical Optometry” issue of Optometric Management: glaucoma. For example, the chances of patients adhering to the prescribed therapeutic regimen or the schedule of return visits may greatly improve when the importance of each is communicated effectively.

While many advances in communication are at our disposal, Mr. Gallo says the key to great communication is storytelling that captures all three parts of Aristotle’s formula for persuasion: ethos, or credibility and character; logos, a logical structure to the argument (including data or evidence); and pathos, or emotions. “Everything about human nature... is based on our emotional narratives that we tell each other,” he says. (For OM’s coverage of storytelling, “Storytelling’s Power of Persuasion,” see bit.ly/OMstorytelling .)

SHARPENING YOUR COMMUNICATION TOOLS

Any number of sources — such as MBA programs, consulting services, and business journals — promote methods to build communications skills and help deliver a story more effectively. These include:

• Practicing emotional intelligence, such as tailoring the communication style to the individual patient and showing empathy.
• Using and paying attention to nonverbal communication, such as facial expressions (e.g., smiles), gestures, and posture. Another example: using images and diagnostic test results for patient education.
• Asking open-ended questions. Jennifer Currence, president of HR consulting group, The Currence Group, recommends the “TED” approach to behavioral questioning: Tell me more, Explain what you mean, and Define that term for me.
• Active listening. Salesforce cites five keys to becoming an effective, active listener: 1) face the patient, 2) maintain eye contact, 3) don’t interrupt, 4) minimize external distractions, and 5) ask questions and summarize the patient’s points to ensure you understand.

As a final note, Mr. Gallo concludes that “to be able to excite people about a vision and bring them into the journey” is a “skill that sets people apart.” OM