Worked as a Vice President at Bank of America
Awarded over 56 U.S. Patents for statistical and process development work
Earned Green Belt Six Sigma certification
Inventor of the Year at Bank of America in 2008
Received Distinguished Toastmaster title and am an award-winning communication evaluator
One of the first 1000 women to ever attend the United States Military Academy
Received a BS in Mechanical Engineering from
Missouri University of Science & Technology
Earned an MBA
I believe in establishing trust among doctors, their staff and patients and instilling confidence in front desk employees. No more “gotcha” calls or walking on eggshells.
As a bonus for being a member of these organizations you will receive a discount on my services.
Schulman Group leaders say
Telephone skills training for efficient and impactful first impressions with your receptionist and front office team.
Treatment Coordinator communication training for consultations to adapt, read the room, and win the start.
Book me for your team or appreciation event you are running to provide customer experience training.
Did you know there are different types of questions? Annoyingly, we often default to the question type that doesn't actually help move us towards our goal.
Take a few moments to watch my short video and you'll learn a few of the different types so you can be more conscious of your speaking habits and bring the correct question type to the situation at hand.
Do share this video with the rest of your team to help them make the same change - it's my little thank you for having you join my mailing list.
Recently I came across a social media post with a great image having the months of the year written in a block font and broken into how many days in each month (see photo above). Immediately I knew I wanted to pull that into my personal resources to help master my habits. I am fully aware each day is an opportunity to build a habit upon habit.
As I began to fill in the days I began to call it my “patchwork of progress”. It hits so well upon the science of habit loops.
James Clear, in Atomic Habits, and Charles Duhigg, in The Power of Habit, speak of habit loops. They describe a 3-part cycle of a habit loop. The cycle is started with a trigger or cue, which then causes a response or habit, resulting in a reward. The item I appreciate James Clear speaking more of is how craving is a part of the loop. The craving for the reward is what puts us in action and solidifies the loop into a habit. I like to think of craving as a catalyst fanning the flame of action.
Allow me to tell you how I took the coloring page into my own habit loop.
The cue for me are seeing the calendar sheet. It reminds me of my “why” of the desired habit and the end state I desire, but it also triggers a craving for me. I LOVE “done” and want to continue the streak of coloring in each day. So getting to color in a shape or checking off a block motivates me. But I know in order to be able to get the reward I must take action (response/habit). And then once I do, I get the reward of coloring in the daily block.
This cycle works well for me because I love to color but rarely take the time to do so. This means my reward is very desirable for me. And since I have this reward so closely coupled with a cue/craving it is very effective.
This year I picked three core habits I wanted to work on. I picked one for my heart, one for my mind, and one for my spirit.
I also give myself “partial credit”…just like I encourage my students to do. Allow me to explain.
One of my three is to step on my scale. I have a long hard history and battle with my scale. The numbers it displays sometimes seem to taunt me or yell at me causing me to want to avoid it and give up on my ultimate goal of good health.
I am working on changing its meaning as I work on my health. So every day I set my intention and awareness of a health-focused day by stepping on. Yes, I want a downward trend and am working on that, but more importantly, I step on…notate it…and color in a block. But on days I travel, I have no scale to stand on so I mentally set my intention. If I do that, upon my return I don’t fully color in the block for that day but I hashmark it. Grace…grace…grace.
Awareness is the first step to change.
I teach this to my students from their very first coaching session by providing a sheet of blocks to chart their wins. And I encourage them to give themselves credit in multiple ways. If they fully execute the habit we are working on, they are to “x” the block, like a “strike” in bowling. If they don’t execute on the habit but immediately think of it afterward…you know that “D’oh” moment…then I instruct them to give themselves a “/” in the block, like a “spare” in bowling. Awareness is the first step to change.
Bit by bit I see my habits changing and I like it. Little by little I see incredible changes as I work with teams!
So what two to three things will you and your team choose to work on? Dont’ even stress about two or three…pick ONE. Master that one habit/process and move to another.
Remember…habit upon habit…process upon process.
Contact Communicate Excellence for a systemized habit-upon-habit approach to the success of your team.