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.
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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.
There is something special about a new year with its new beginnings, new intentions, new possibilities, new calendars, and new planners. All seems fresh and the possibilities are endless.
But if it is possible, does it necessarily mean is it probable?
Our family enjoys going to CiCi’s Pizza. “Welcome to CiCi’s!”
On one particular instance, prominently displayed at the front door was a sign offering a $250 prize for anyone who could meet “The Challenge”. The rules included eating a 28-inch pizza and drinking a large soda, without ice, in 60 minutes. No standing, no throwing up.
Now is this possible? Yes—according to the sign, one person had succeeded.
Is this probable? No—so far only one had succeeded while over 40 people had accepted the challenge.
So what is the difference between possible and probable?
The dictionary says that possible means, “capable of happening, existing, or being true without contradicting proven facts, laws, or circumstances—capable of occurring or being done”. Common words—”it could happen”.
The dictionary says that probable means, “likely to happen or to be true”. Common words—more than likely, “it will happen”
This is the time of the year when we make resolutions or add things to our “bucket list”. Each of these things falls into the category of possible or probable. Some things that determine where they fall include your expectations and effort.
When we walked into CiCi’s, we saw the challenge and determined that it was something we could possibly do, (we like pizza and how hard could it be?) — but probably would not do because we did not expect to win and were not willing to make the effort to win, and so far, only one had succeeded.
Think about the resolutions you have made for yourself and your team. Then categorize them into Possible and Probable. Finally, see how many you can transition from Possible (it could happen) to Probable (it will happen) by providing the correct expectation, effort, or resources.
Remember, it’s your list—it’s your choice. You can turn “possibility” into “probability” with the plan and effort it takes to meet your expectations.
And what would that look like? Success!
Start the new year and new decade off right by empowering yourself and your team with the first book of its kind! Communicate Excellence: A Guide to Authentic, Positive, Consistent Front Desk Communication is a resource that should be in every practice.
Learn how to improve EVERY communication and call!
Learn from the communication expert, Amy Demas, as she shares her insights after evaluating over 15,000 calls EACH year. Then consider…
Find Communicate Excellence: A Guide to Authentic, Positive, Consistent Front Desk Communication wherever books are sold.