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How do you handle your equipment?

I remember how our science teacher at high school cleaned the blackboard with a duster. It was done methodically and mindfully. It set the scene for the lesson. It’s funny the things you notice. Your customer, client or patient is likely to notice how you handle the equipment in your office, shop or cafe. It may not occur to them immediately what was so remarkable about you but they will notice.  Treating inanimate objects with care adds to the to vibe. It’s part of the choreography as you practice your art.

Picture by tania peguero

What do you have for morning tea?

Where I live ‘morning tea’ refers to a mid morning drink usually accompanied by a snack of some sort. It is likely that we all stop for a cuppa mid morning. It’s part of a ritual at work. Then we might stop for a snack mid afternoon and then again just before bed. Do you? How many calories over and above your meals do you consume? Are you having problems shifting those extra kilos?

Here’s a tool that will help you decide if you have a problem and if that problem is the food or why you eat: Hunger app

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What did you think about on the way to work?

What did you think about as you made your way to work? Were you already at work in your head? Ruminating on the past? Worrying about the future? Did you grumble to yourself about the commute? The unreliable public transport? The traffic jam? The ‘idiot’ who cut you off at the junction? Did you read the ‘fake news’? Did you look at Instagram posts or catch up on Facebook? Were you one of those people yelling into your phone on the bus or tram?

Immediately following their regular commute to work, participants completed questionnaires regarding state driver stress and anger during that commute. Then, immediately following completion of that work day, they completed a state version of the Workplace Aggression Scale. As state driver stress increased, the frequency of both expressed hostility and obstructionism increased (independently) during that work day, but only among male employees. In contrast, overt aggression during that work day was greatest among males who were higher in physical aggressiveness as a general trait characteristic. The present study highlights the interactive nature of traffic and workplace environments, in that negative experiences in the traffic environment may spill over for some individuals to influence non driving events

Journal of Applied Social Psychology Dwight A. Hennessy

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Will you be able to do this in ten years time?

As I trudged through the wards at 2am my body screamed its disapproval at being dragged out of bed in the small hours of the morning. That wasn’t for me. Is what you do today sustainable over the long haul? If not what are you doing about it? Your patients, clients or customers deserve the best. They need you to take responsibility for the decisions only you have the power to make. Either you are in or you have an exit strategy- but if you are in, then you have decided it is sustainable and you have made the call. No victim statement permissible.

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Did this person need those pills?

No matter what business you are in you might ask yourself if whatever you just sold to your customer is what they really needed. If you are a doctor that question cuts deeper- did you really identify  that person’s problem or did your prescription just get them out the door?

Inappropriate prescriptions are known to pose health risks for older adults, leading to unnecessary hospitalisations and undue cost. Budnitz et al

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What do they know about you?

Whenever someone new visits your shop, cafe or clinic for the first time they make a decision to give you a chance. It’s worth asking what persuaded them to do that. What’s their perspective on your business? Which of your previous patrons do they know? What do they expect? Can you deliver? They are telling you something merely by their presence on site.

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What do you do that you could stop?

We often do things out of habit rather than for a good reason. As healthcare professionals that might be poor. Ordering tests because it’s something we always do ‘ in these circumstances’ might lead to  problems- specifically false positive and false negative results. When that happens it doesn’t just buy time while we think of a diagnosis it also potentially creates a false diagnosis. What if you were a doctor and were held to account for every false diagnosis you made?

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Are you credible as a lifestyle coach?

The commonest conditions doctors encounter are illnesses directly related to poor life style choices. Diseases that arise because we eat too much and don’t take enough exercise.

People who seek healthcare advice will be told more often than not that they must make different choices. How credible is your advice as a doctor? How persuasive are you as the messenger? How could you do this better?

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You are a prop too

In any theatre where people interact- including your office- you are also a prop. Anyone who enters that room will react to you as much as they might respond to anything else in there. Your look, smell and sound will draw a reaction. You may not be able to change many of your attributes- but you can’t afford to be unaware of them.  How do you take this into account when you plan that interaction?

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Do you use aids to help you explain?

If your job involves explaining complicated ideas- and let’s face it nothing is simple in medicine- do you use models or aids of any kind?

if not, why not? If you do what do you use and how do you know they work? How do you explain sciatica, heart disease, asthma, cancer?

Physicians cannot control all the reasons for patients pursuing legal atonement but they are able to determine the quality of their connection with them, by improving their communication skills and techniques. Law-suits for medical negligence can be lowered or prevented by taking steps to keep patients content, thus making them more compliant to the treatment, adhering to the medical policies and procedures. Tevanov et al 

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