Medical-Legal Topics » Business skills

“How to Detect Lies From Impressions and Expressions When Negotiating” by Guest Author Greg Williams

Pat Iyer — Wed, 26 May 2010 11:44:16 +0000

When negotiating, can you detect lies based on someone’s expressions, or the impression that he makes on you? You’ve no doubt heard the expression, “He lied to me with a straight face.” The body never lies. So, when someone is lying, the body will compensate for his untruthfulness by displaying cover actions. Cover actions can be almost imperceptible nuances that occur when people lie, or they can also be exaggerated expressions. Nothing succeeds like success. When a person becomes confident about his ability to lie in a negotiation, and he continuously gets away with it, he will continue to lie. In most cases, he will become emboldened to increase the intensity of his lies. You’ll have the opportunity to catch him in a lie.

The way to detect and deter a liar is to observe the verbiage he uses during the negotiation, and observe his body language when you suspect him of lying. When lying …

Body language gives away lies

• People will tend to use phrases that make them feel comfortable. Take note of the comfort phrases that a person uses and note the change that occurs when he alters such phrases. When change occurs, he could be in the process of entering into a lie, or fully engaged in it.
• People will lie to make themselves appear to be more impressive or demur. The lie will usually be accompanied with body language that exemplifies the stature of the liar. Such gestures may be observed as when the individual raises his head higher, or thrusts his chin or chest forward when seeking to be perceived as being more impressive. A demur individual will tend to bow his head and present a less impressive image.
• People will also lie to get out of tough situations. Such maneuverings will usually be accompanied with gestures that reveal their discomfort. Thus, they’ll tend to keep their arms close to their body. They’ll also tend to be more reflective, as they try to keep their story on track.

To enhance your efforts of catching a liar in his lie, switch subjects in the middle of his suspected lie. Change the subject to anything that’s unrelated to what he was discussing. After a few minutes, ask him to continue speaking about what he was discussing when you suspected he was lying. When he resumes the discussion, take note from where he continues, versus where he left off. Also, take note of the degree his demeanor has altered. In addition, you can ask questions that highlight slight differences in what he said. For example, if he said the insurance carrier would not provide an offer of over $100,000, restate what you heard as the carrier would not offer more than $150,000. By slightly altering what you said he said, he’ll have to go into recall mode, if he was lying. If he’s telling the truth, more than likely, he’ll say without hesitation, “Oh no, it was $100,000.”

In any situation, before you can discern if someone is lying, you have to establish her baseline. That means, you have to be aware of how she gestures and use verbiage in normal environments. Then, as you seek to detect lies, note the differences between what is normal to what becomes different from normal. Therein will lay the signal to delve deeper into what she is saying. Once you discover how to hone your skills to detecting liars, it will be increasingly difficult for someone to lie to you successfully … and everything will be right with the world.

The Negotiation Tips Are …
• When you suspect a liar is lying, don’t be too quick to stop him. Observe the verbiage he uses and his body language. The more comfortable he becomes with his lies, the more lies he’ll tell. In so doing, he’ll give you greater insight into how he lies and why he lies. Then, you’ll know what to look for when you suspect he’s lying.
• If you’re astute at reading body language during a negotiation, you can pick up on nonverbal signals and detect a liar’s lie before he gets too deeply into it. In so doing, you will decrease the probability of being deceived.
• People lie because they’re seeking something they need at the time of the lie. In a negotiation, if you understand the need, you’ll understand the source of the lie. From that perspective, you can address it.

To inquire about having The Master Negotiator as a coach or consultant, or to conduct ‘live’ instructional sessions, and/or keynote presentations at your company, group, or organization, please send an e-mail to GregWilliams@TheMasterNegotiator.com and start getting more out of life, when you negotiate. Please include the verbiage, ‘Negotiation Inquiry’ in the subject line.
by Greg Williams – The Master Negotiator. If you’d like more information on how you can become a savvier negotiator, click here to checkout Greg’s new book, “Negotiate: Afraid, ‘Know’ More.” Please visit The Master Negotiator‘s website at http://www.TheMasterNegotiator.com for additional information and negotiation resources for individuals and businesses.

What are these?

On getting more business by guest author, Caryn Kopp

Pat Iyer — Wed, 12 May 2010 11:05:59 +0000

Constant, Continuous Contact. Your prospect may not be ready to buy when you make the initial contact. Someone I know spent $5,000 to attend an industry retreat; $2,500 on the attendance fee and $2,500 on airfare/hotel/rental car/expenses. While there she met a decision maker for a company who was 3 months away from beginning a project needing the services she had to offer. They exchanged cards. The person I know returned to her office and called to follow up. The call was well received and they discussed timing for the project. At the appropriate time she called and was told by the decision maker that the project had been placed on hold. The following year, the same person I know spent another $5,000 to attend the same function. She ran into the same person. The decision maker said to her, “It’s great to see you! You know, I looked all over for your card a few months back. The project finally came off hold and we did it. Unfortunately, I couldn’t find your contact information and we hired another firm to do the work. We spent $3MM on the project. Sorry.” A structured system of follow up will ensure that no opportunity will ever fall through the cracks. Stay in touch, stay top of mind. So when the prospect is ready to lay the money on the table, you will be there to collect.
Request = Next Step. Asking for a next step (at every step) will shorten the sales cycle and keep the process moving forward. When the prospect initially requests information, samples, a proposal, etc. ask for a date and time on his/her calendar to meet or have a conference call to discuss next steps. It is at that moment, the moment of the request, when connecting with you is MOST important to your prospect. At that moment, securing a next step is easy. Trying to get someone on the phone to discuss it later can be time-consuming.
Implementing these strategies can lead to a huge payoff. Can you really afford to forego this opportunity to develop new business? Blocking time for post-trade show follow up, structured continuous contact and requesting next steps every step of the way will help you maximize sales results and keep you from having a “lost sales story”.

What are these?

Tips for Medical Legal Reports Part 3 by Pat Iyer

Pat Iyer — Mon, 10 May 2010 12:02:59 +0000

In March, I taught a one hour session to legal nurse consultants at the American Association of Legal Nurse Consultant’s annual meeting. I challenged them to share their best writing tip. I’ve compiled the tips in this ezine, eliminated duplicate entries, and selected the first tip as the prize winner. The winner was Barbara Boschert, who won the Writing Handbook for LNCs. Read the prior blog post for the winning entry.

In reports, I always include links to websites. They can provide pictures of equipment or articles that are pertinent to the case. Tracy Barton, Millerstown, PA

In the first paragraph of your report, list all the records you reviewed. This prevents potential for misunderstanding if all records are not sent by the attorney. Molly Feliciano, Silver Spring, MD
Have somebody else proofread. Proof hard copy as well as on computer for a better overview of the finished product. Trish Councell, Aurora, CO

Write a letter or email and save as a draft. Set aside. Go back later, reread and then mail or send. Never write when emotionally involved. Wait until emotion subsides so the subject can be addressed objectively. Jennifer Henson, Virginia Beach, VA

Read the report word by word backwards from the end to the beginning to check your words for clarity and spelling. Read your report out loud a sentence at a time to check for sense, flow, paragraphing and grammar. Susan Smith, Warriors Mark, PA

Check punctuation. My husband sent me a card one time and he didn’t put a period between the thoughts: “I’m sorry I love you.” Anita Garrison, Bartlett, TN

If I need an action from someone, in an email I will put {action needed} or {action needed by __} in the subject line. Gaylene Malmberg, Seabrook, TX

Always re-read your report from the perspective of the client for clarification of important points, concise language, etc. Secondly always “hold” the report and re-read the next day before submitting to your client. Check for grammar, spelling, sentence structure, etc. Look at it with a fresh mind. Mary Kay DeGeorge, Crownsville, MD

Want more tips? Read our ezine by filling in your information in the optin box on the website.

What are these?

Tips for Writing Medical Legal Reports Part 2 by Pat Iyer

Pat Iyer — Wed, 05 May 2010 11:58:24 +0000

In March, I taught a one hour session to legal nurse consultants at the American Association of Legal Nurse Consultant’s annual meeting. I challenged them to share their best writing tip. I’ve compiled the tips in this ezine, eliminated duplicate entries, and selected the first tip as the prize winner, who won the Writing Handbook for LNCs. Read the prior blog post for the winning entry.

Short and simple. Write the sentence, then go back and cross out unnecessary words but retain the meaning of the sentence in the shortest format. Veronica Bennett, Clifton, VA

Provide backup for determinations based on facts in documents, gold standards, the provider’s own statements, etc. Use bullets. Norma Janke, Larkspur, CO

I always acknowledge that it was a pleasure to work with him or her on this case, or I thank them for the opportunity to have worked on this case. Kathleen Rau, Rosebud, MT

Spend 10-15 minutes to outline my thoughts related to my case. Identify the outline’s answers, the complaint, or issue at hand. Keep the number of pages limited. Kim Beladi, Franklin, TN

When you use Dragon Naturally Speaking, you may enter specific terms, diagnoses, doctors’ names, and so on so that the report is consistent. You can use this tool simply to be consistent in writing. Cheryl O’Connell, West Chester, PA

Once you review a record, immediately do a report even though the attorney may not want one. This way when you need the report, you do not have to review the records again (at your own expense of time.) Lori Klingman, Pittsburgh, PA

Plan for multiple drafts and prune each draft. Diane Krasner, York, PA.

Keep it simple enough that a judge can understand it. Beth Zorn, Victor, NY

Complete review by identifying each issue, regulations pertaining to the issue, deviations by staff, physician, etc and the consequences. Attorneys tend to like regulation/rule + consequence. It simplifies the case. Fran Britt, Pinellas Park, FL

Summarize briefly the specific breaches of the standards of care in one paragraph. Then express opinion with strong adjectives (i.e. willful disregard, reckless, outrageous, and negligent) as appropriate to the case. Terri Antoinette, West Alexander, PA

Want more tips? Read our ezine by filling in your information in the optin box on the website.

What are these?

Tips for Writing Medical Legal Reports Part 1 by Pat Iyer

Pat Iyer — Mon, 03 May 2010 11:40:30 +0000

In March, I taught a one hour session to legal nurse consultants at the American Association of Legal Nurse Consultant’s annual meeting. I challenged them to share their best writing tip. I’ve compiled the tips in this ezine, eliminated duplicate entries, and selected the first tip as the prize winner. This was the winning entry by Barbara Boschert, St. Louis, MO. Barbara won a copy of The Writing Handbook for LNCs.

Barbara said: When possible, I keep specific turning points in a box because it is a way to pull them out, set them apart, and make them a quick point of reference. ‘Turning points’ first of all depends on the type of case, i.e., in a personal injury or workers compensation case, the mechanism of injury may not fit the clinical picture, so I might put a citation/reference in a box that demonstrates that point. Or I might find a pre-existing condition that had been missed, but has great bearing on mitigating medical specials.

In a medical malpractice case, I have found one single entry – that proverbial needle in the haystack – that turns the case in a favorable direction for my client (plaintiff or defense), so I want to be sure to highlight it, i.e., a stand-alone entry that a doc discontinued a test because the patient was greatly improved, or the staging of a newly diagnosed cancer that indicated a good prognosis in the face of other negligent care that ultimately ended in the patient’s demise.

This format really only works when you’re doing a narrative summary, obviously. If you’re doing a chronology in table format, where everything is already in ‘boxes’ essentially, I have a column for comments, and I would highlight these turning points in bold italicized text and/or with a color highlight as well.

I’m sure you have many little techniques as well that work for bringing facts to the forefront, both in the context of the report, and perhaps even a separate appendix that is even a faster reference tool for the attorney. We’re all just full of these sorts of ideas. Whatever I do, I give a key with my report that helps the client understand the import of emphasized content.

Want more tips? Join our ezine subscriber list by filling in your information in the optin box on our website

What are these?

Fill that pipeline now by Caryn Kopp, Guest Author

Pat Iyer — Wed, 14 Apr 2010 11:45:27 +0000

Knowing how to find the decision makers to fill your pipeline can be challenging. Here are a few strategies for connecting with prospects that will help everyone jumpstart this effort.

Tip 1. The first is an email introduction. This strategy is often overlooked. Someone you know may have a connection to a decision maker. The email introduction can be as simple as Joe Smith, meet Sarah Jones. Enjoy. You know what this gives you? Permission! Permission to communicate directly with the decision maker.

Tip 2. Change up your networking activities. Find out where your prospects network… and go there. A person I know was targeting large businesses yet networking with small business owners. How many sales has he closed from that? None. As the saying goes, Fish where the fish are.

Tips 3. Make a list of decision makers. And, call them with a POWERFUL message. Use words which are so compelling your prospect would be foolish not to invite you for a meeting. I know a company that used to give a one line description of their product and didn’t get many meetings. So we tweaked their message and now they say they are the company that saves their clients $100k in costs. They’re getting a lot more meetings and in a lot less time.

What are these?

No Time to Read This? Read This by Sue Shellenbarger

Pat Iyer — Mon, 05 Apr 2010 20:28:19 +0000

Are things you need to get done falling between the cracks? Does taking an entire day off seem impossible?

Maybe you need a time-management system.

Many readers seem to think they do, based on the email response to my recent column on the importance of taking time off. Dozens asked me to recommend a time-management method that would help them get on top of their work and home duties. In response, I asked a half-dozen executive coaches to help me pick the most widely used time-management systems-not just software tools or high-tech to-do lists, but behavioral-change techniques that help people get organized, clarify thinking and increase output. Then, I tried out for a week each of the three methods they mentioned most often-including one that involved a ticking plastic tomato.

Of course, a week isn’t long enough to reap the full benefits of these methods. Still, I learned a lot from this experiment. Like many people, I am often my own worst enemy in managing my time, distracting myself from the task at hand, or setting myself up for failure by starting each day with an unrealistically long to-do list. Second, the key to getting more important stuff done is often doing less of everything else. And finally, getting control of your time requires a significant up-front investment of mental effort-and, well, time.

Here, in no particular order, are the methods I tried:

• Getting Things Done: The reigning gorilla of time management, “GTD,” as its followers call it, was created in the 1980s by David Allen, an Ojai, Calif., consultant whose coaching, training materials and seminars can be found at davidco.com. Mr. Allen has since sold more than one million books about GTD and attracted 1.2 million followers on Twitter. GTD’s aim is to corral all the projects and tasks floating around in your head into an organizing system you update weekly. No matter what chaos erupts, the system in theory enables you to quickly identify the next step to take on every front to keep all your projects moving forward, while keeping your mind clear to relax, think and be creative.

http://www.mypath.com/docs/en_US/wsjonline/full/tcm_66-42162.html

What are these?

Are You a Workaholic? 7 Signs that Point to Yes, and 7 steps Toward your Recovery

Pat Iyer — Mon, 22 Mar 2010 11:18:46 +0000

Written By: Christina Galoozis

Every mom is busy.

But how do you know if you’re too busy? (Hint: The number of things on your to-do list isn’t an indicator.)

Perhaps this will resonate: I’ll be able to sleep better if I can get just one more hour of work done. Or, I was busy all day, but there’s still more to do. There’s always more to do.

If the little voice inside your head sounds like this, you may be a workaholic. Whether you’re a stay-at-home, work-at-home or work-outside-the-home mom, we’re all candidates for what stress-management expert Debbie Mandel labels an addiction to stress.

“Like any addiction, people who suffer from workaholism need an adrenaline high, so they keep staying busy to avoid crashing,” says Mandel, author of Addicted to Stress: A Woman’s 7 Step Program to Reclaim Joy and Spontaneity in Life (Jossey-Bass, 2008).

Wendy Pike, a small-business owner and mother of two, knows this feeling. After losing her job while on maternity leave—it was the late 1980s, before the Family Medical Leave Act—she was hired at her husband’s office supplies company part-time. But that quickly escalated to getting a master’s degree, taking over the human resources and finance departments, eventually becoming part-owner and acquiring 12 companies. During those years her kids spent their sick days on the company couch, their free days washing shelves in the warehouse and developing life-long friendships with some of the employees.

Making the Most of Trade Shows by Caryn Kopp, Guest Author

Pat Iyer — Wed, 03 Mar 2010 15:58:07 +0000

Schedule Post-Trade Show Follow Up On Your Calendar. Make immediate contact your HIGHEST priority when you return to the office. Use your calendar to block out the morning you return to the office to complete sales follow up. Think of new contacts like really good French baguettes. By tomorrow they’re stale. Before going through the mountain of mail, the volumes of voicemail or the never ending email, tackle your trade show follow up. You may need to hang a sign on your office door saying you are unavailable (just as you would be if you were out at a meeting). Hire a temp (or have an assistant on hand) to help you handle the extra workload. Sound expensive? Compare it against the lost Disney opportunity…enough said. There is a flow to new business development and new business relationships. Keeping the momentum going and delivering what you promised, when you promised it, is a critical component to successfully adding new clients to your roster. If, for some reason, you cannot send the information, the samples or execute the phone call when you promised, make sure to COMMUNICATE. A simple email letting someone know when you will fulfill your promise fills the bill. Then, be sure to adhere to your promised timeline.

Some people tell me they think following up quickly is a sign of desperation. Not true! There’s a difference between Please meet with me…please, please, please!!!! (desperation) and I am calling to follow up on our conversation this past Monday. Here is an example of how we can help you to achieve your goals (buttoned up). Prompt response and follow up is respected by decision makers. It conveys that you are interested in their businesses and lays the foundation for relationships of trust. In a detail oriented business, demonstrating your ability to deliver the details matters. This is not the time to play hard to get.
Some people want to wait for a few days to give the decision maker time to “dig out from under”. Why? Isn’t that one of the best times to catch the prospect at his/her desk? The long discussion may need to wait for a few days but you can certainly ask for a time on the calendar for a meeting or conference call.
A few people tell me they strategically lump trade show contacts with other prospects they are pursuing and then call in priority order. With this line of thinking it could take weeks to follow up with a new contact. Revisit the French baguette analogy. What will it look like weeks later?

In the course of your many conversations at a trade show, you may uncover an opportunity for another person in your company. Apply the Golden Rule. Treat this as you would want a co-worker to treat an opportunity of yours. Immediately communicate all details to your colleague, as if it were a job share. Include information about the opportunity, the level of priority and when the prospect is expecting follow up to occur.

What are these?

Coping with a Job You Hate by Guest Author Natalie Gahrmann

Pat Iyer — Mon, 01 Mar 2010 11:16:55 +0000

I have a few clients who absolutely hate their current jobs but feel stuck where they are because they believe that there isn’t anything else out there. Unfortunately, few people have the luxury in today’s economy to leave a job without having something definite already lined up and the job dissatisfaction rate continues to climb. Having a job you hate is not an easy thing to deal with so here are some ways to make your situation easier to handle:

1. Maintain perspective: Know what’s motivating you to stay at a job you hate; it’s important to know why. Is your current job the only one in your area that fits your skills? Or do you need it to keep your children fed and clothed? What attracted you to the job in the first place? Does that reason still exist? Whatever the reason, remembering what it is and keeping it at the forefront of your consciousness makes working a difficult job easier. When you do this, you end up working not for the job itself, but for whatever the motivation is behind your being there. The job becomes more than a job— it becomes a way to fulfill whatever desire moved you to take it in the first place.

2. Know what you really want: Often, a terrible job will help you be clearer about what you would want in a better job because you know for sure what you don’t want. Identify the things you desire in your job. It may help to focus on what you don’t like and note the opposite. It may also be helpful to note the things you dream about in your ideal job. For example, are your coworkers too competitive? Then, you may prefer a more team-based environment. Is your boss always second-guessing or changing your decisions? Then perhaps you would like a job where employees are trusted and tasks are truly delegated. Would you prefer a job that requires a lot of problem-solving instead of a set group of tasks? Would you rather work for yourself? Have you always dreamed of teaching for a living? Be sure to create a physical list that contains what you really want in a job. Explore how many of these things you can create in your current job situation or somewhere else in the company.

3. Make a conscious choice: Being in ‘choice’ is very powerful.Therefore after identifying your key motivation for staying at the job you hate, if it’s compelling enough to keep you there, than consciously choose to stay. If you’re unsure about it, evaluate it further. Maybe you took this job several years ago because you wanted a job close to home beings you had small children and didn’t want to spend an excessive time commuting. Now that the kids are older, is this still important criterion? Or perhaps you took this position because there seemed to be an aggressive career path to a higher level position but it never materialized. Or maybe you realize that you qualify for lots of different jobs of the same type that you’re working now, and you realize that a different work environment might make things much more tolerable. Whatever your motivation, consider carefully whether it’s enough motivation to stay at the job or if you’d be better off transferring to another department or Division if you’re at a large enough company, or leaving entirely if there aren’t any feasible options within your current work environment.

4. Set weekly goals for yourself: If you really want to leave your job, set weekly goals to help you find the golden opportunity for you. One week you might research the industry, another week you might arrange three informational interviews, send out five resumes or attend a networking event. Having these goals will help you transition to something better. Doing something daily towards a new job will help give you a sense of accomplishment and keep you progressing toward a new job.

5. Re-engage your commitment whenever you feel negatively toward your job: When feelings of frustration, hopelessness, anger, or sadness about your current situation re-surface, review your choice again. Realize that even after you have chosen to stay, there may still be parts of your job that you dislike. Let go of the negative emotions and re-focus on the positive motivations for staying. Allow your conscious choice to stay to become the habit and motivator to continue doing a good job and contributing daily.

6. Honor your needs: Allow yourself to acknowledge whatever emotions come up for you. Don’t try to hide it inside, or it will just blow out later. If you need to take a walk, or go to the restroom, take a day off, or even write it out in your private journal, do that. Letting things build up until they might explode is never a good idea. And, in the midst of your feelings, reflect back on your motivation for choosing to stay. Control your stress by respecting your needs.

7. Be realistic: If you really hate your job, don’t expect to love your job some day soon. Instead, expect that you won’t like it. Expect that the things that have frustrated you since the first day will still frustrate you now and will probably continue to do so as long as you stay at the job. If you expect that, the job will never sink below your expectations. However, at this point, you know that you are more than the job. You don’t expect all of your satisfaction to come from that, because there are more areas in your life than just that.

8. Enjoy the Perks: Some jobs are terrible, but still have some great perks. Almost every job has at least one good perk such as a good salary, tuition reimbursement, health benefits, gym discounts, stock options, or opportunities to travel. Take advantage of whatever perks are available because even focusing on some of these more positive things may make things easier, at least in the interim until you find something else.

9. Increase your Self-Care: Going into a job you hate will be worse if you get to the office feeling rushed, stressed and frazzled and lack self-care. Set aside some moments of solitude each morning. Develop some positive daily rituals such as treating yourself to a latte, listening to upbeat music, going for a walk outside at lunchtime, getting up early enough to hit the gym before you go to the office, or connecting with friends for fun diversions. Add some humor to your day buy posting a “joke of the day” calendar near your work space. Enjoy an activity regularly that helps you unwind and get rid of tension. Be willing to treat yourself to simple pleasures to help you feel better inside. By focusing on you, your well-being, health and happiness your present situation will be more tolerable.

10. Maintain your job performance. Although you’re dissatisfied at work, it’s important to continue to do your work and do it well. Hating your job doesn’t mean you can’t learn new skills or be a good performer at work. Use your time to make yourself a better candidate down the road. If your company offers training courses, take advantage of them. Use downtime to learn something new on your computer. Pick up a management development book and read it (or listen to it) at lunch. Turn your job into an opportunity for self-improvement. Set personal performance goals that you’ll be able to highlight as accomplishments in future job interviews. Be sure to avoid burning any bridges at your company because you are unhappy. Instead, maintain positive relationships and grow your network.

Right now, it might seem like you will be stuck in this job forever. Keep your chin up and remind yourself that you are in charge of your destiny. Search internal postings for new positions. Start your search for a new job externally. Realize that this too shall pass!

Visit our BLOG: http://coachnatalie.blogspot.com

What are these?