ubc phar400-communication & positive networking 24oct2014

UBC – Phar400 | Pharmacy ManagementpharmacySOS.ca | Gerry Spitzner

October 24, 2014

retailSOS.ca | Gerry Spitzner 2

Objective: Develop basic

communication skills and apply

them to networking.

Thoughtstarters | Important Insights

Develop Communication Skills

Business Networking

Online Networking

pharmacySOS.ca | Gerry Spitzner 3

The idea of networking makes many people

uncomfortable…or confused. It’s easy to see why.


The 3 Elements of Direct Face to Face Communication


Words only account for 7% of any message

Emphasis and Tone accounts for 38%

Body Language accounts for 55%

The ability to communicate clearly

and effectively is important in

relationships, education, career

and networking.



Communication is the process of transferring signals/messages between a sender and

a receiver through various methods (written words, nonverbal cues, spoken words).

It is also the mechanism we use to establish, enhance and modify relationships.


Be confident in knowing that you can make worthwhile contributions to conversation.

Take time each day to be aware of your opinions and feelings so you can adequately

convey them to others.

Individuals who are hesitant to speak because they do not feel their input would be

worthwhile need not fear.

What is important or worthwhile to one person may not be to

another and may be more so to someone else.

Developing advanced communication skills begins with simple interactions.

Communication skills can be practiced every day in settings that range from the social

to the professional.

New skills take time to refine, but each time you use your communication skills, you

open yourself to opportunities and future partnerships.



Whether you are speaking or listening, looking into the eyes of the person with whom you

are conversing can make the interaction more successful.

Eye contact conveys interest and encourages your partner to be interested in you in return.

One technique to help with this is to consciously look into one of the listener’s eyes and

then move to the other eye.


A simple—but often overlooked—rule of engagement.

Put your nervous self at ease and come across as warm and inviting to others


These include gestures with your hands and face. Make your whole body talk.

Use smaller gestures for individuals and small groups.

The gestures should get larger as the group that one is addressing increases in size.


Make your words, gestures, facial expressions and tone match.

Clarity of meaning can be expressed through your body language.

Use facial expressions consciously. Aim to reflect passion and generate empathy from the

listener by using soft, gentle, and aware facial expressions.


Use a volume that is appropriate for the setting. Speak more softly when you are alone

and close.

Speak louder when you are speaking to larger groups or across larger spaces.


The attitudes you bring to communication will have a huge impact on the way you compose

yourself and interact with others.

Choose to be honest, patient, optimistic, sincere, respectful, and accepting of others.

Be sensitive to other people’s feelings and believe in others' competence.


Not only should one be able to speak effectively, one must listen to the other person's words

and engage in communication on what the other person is speaking about.

Avoid the impulse to listen only for the end of their sentence so that you can blurt out the

ideas on your mind while the other person is speaking.

Listen actively. Communication is a two-way street.

Remember that while you are talking, you are not learning.


An International Literacy Survey in 1995

(and again in 2003) found that 48% of adult

Canadians had a reading ability below Level

3 on a 5 level literacy scale.

Level 3 is considered the minimum level to

function successfully in our society.

There is no evidence that this situation has

improved.

That means that many would have trouble with:

understanding the dosage on a medicine label (Rx/OTC)

following instructions on a common household product

filling out an order form

Effective communication is a learned skill.

◦ Communicating effectively with others will do more to make you

successful than any other skill that you can develop.

The most important part of good communication is clarity.

◦ Ask or say something clearly and then wait calmly and patiently

for a complete answer.

Ask questions to uncover real needs, wants and concerns

or desires.

◦ Listen actively. Communication is a two-way street.

◦ Seek first to understand, then be understood.


The art of conversation and

connection.

21pharmacySOS.ca | Gerry Spitzner

Establishing a mutually beneficial relationship with

other business people and potential clients or

customers.



Here are three tools to begin a networking

conversation with a purpose.

1. Curious George : Be Curious. People love

to talk about themselves, their interests,

successes, their goals. Get to know the person.

People generally like you more when you

actually like them.

2. Santa Claus : Be Generous, Be Genuine. Share information that can improve the

other person's life. Be genuine - no one wants to feel used.

3. Dancing with the Stars : Every person you meet has the potential to be someone

who could introduce you to that next great opportunity. Play along. Listen to the

music. Have fun. Treat each conversation as a chance to connect in a meaningful way

-- whether it's for the moment or for years to come.

Speak fluently and try to make sure people can hear you

when you speak.

A good speaker is a good listener.

Make sure you're using proper grammar.

Have confidence when talking.

Get feedback from your receiver to ensure you were properly

understood during your conversation.

Do not interrupt or talk over the other person--it breaks the

flow of conversation. Timing is important. Wait for pause.

Use appropriate volume for your conversation setting.


Get known

Get prospects

Make contacts

Make more sales

Build relationships

Advance career

Build reputation


Hanging out with the same person

Staying by the food table/bar

Not engaging in full conversations

Arriving late

Networking from behind a desk

On the phone


Set a goal or purpose

Set a realistic goal before attending a function

Measure what you’ve accomplished against the goal

you set

Modify your goals over time


Avoid being a professional visitor…

A person who attends a networking function and

immediately gravitates to the same group of friends


Be genuinely interested in people

Ditch the sales pitch

Get to know the person

Look directly at them (make eye contact)


Ask open-ended questions

◦ Tell me about the work you do with your company.

◦ What do you like best about what you do?

◦ How did you get into the industry?

◦ How do you mean exactly?

Ask easy questions

◦ May I join you?

◦ What brings you to this event?

◦ So, how long have you worked for xyz ?


Have a well rehearsed description of your company,

your business or yourself

What do you do?

Be brief (10-15 seconds)

Include who you are, what you do and what you offer

Your personal brand

Have business cards


Know how others can help you

Know in advance what you are looking for

And if a position to assist others, be ready to ask how

you can help


Follow up quickly

Follow up within 48 hours

Send a simple note, an article or a business lead


Successful networkers use a combination of in-person and online approaches to build relationships to find a job, further their career and grow their businesses.


How many people use Linkedin: 300 million

Number of new LinkedIn members per second: 2

Number of monthly unique visitors: 187 million

% of users that check LinkedIn daily: 40%

% of millenials (15 – 34 year olds) on LinkedIn : 13%

% of recruiters that use LinkedIn to vet candidates: 94%

% of recruiters that only use LinkedIn: 48%

% of LinkedIn visits via mobile app: 41%


Got questions? Get answers? Email me…


Follow Twitter: @passion4retail

Connect LinkedIn: Gerry Spitzner

Web: pharmacySOS.ca

Blog: gerryspitzner.com

Email: [email protected]

Online Biz Card: gerryspitzner.tel

You Tube Channel: Gerry Spitzner


Gerry Spitzner is an optimist with a natural "kid-like“ curiosity for improving life and business results. He believes in

a bright future and our ability to build it together and is passionate about making the public aware of the great things

Pharmacists do.

Drawing on 35+ years experience in multi-site retail Pharmacy operations, drug store ownership and the

Pharmaceutical wholesale supply-chain; Gerry brings the leadership, knowledge and market awareness of business

development to retail Pharmacy owners helping them achieve growth objectives. He teaches and inspires

Pharmacists to achieve results by aligning their vision with marketing strategy and operational execution.

Fascinated with a lifelong curiosity for why customers buy and a passion for retail Pharmacy; Gerry guides leaders

and organizations to create, engage and keep great customers by delivering the promise of an extraordinary

customer experience. He has devoted his life to sharing his thinking with other Pharmacy leaders to manage

market analysis and build business plans that increase profitability and create competitive advantage with systems

to implement.

His company is pharmacySOS.ca, a Vancouver-based business management consultancy with a suite of business

services focused on helping Pharmacists implement business development, branding and marketing. With a clear

understanding of the business of Pharmacy he uses a solution oriented focus with ideas and alternatives that clients

can use to address the changing practice issues they face right now. Gerry understands who they are, what they

need, and where to find it; helping them market and strategically realign their professional and clinical services to

integrate the business activities of optimal drug therapy outcomes through patient centered care.


Quick review


Networking is not all about you; it’s discovering what

you can do for someone else.

Networking is more about listening to what people say;

◦ Rather than saying the right things or what you want to tell them.

Start by focusing on being friendly and helpful.

◦ #1 tactic - simply spread information in a friendly & helpful way.

Develop the habit of introducing people.

◦ Connecting like-minded people is a powerful way to enhance your network.

What You Should Do Now

◦ Share useful information & knowledge. Don’t expect anything in return.


1. Elevator speech; and value proposition.

◦ Describe yourself quickly, concisely and impressively.

2. Be different.

◦ Differentiate yourself. Aim high. Be best at something.

3. Help others.

◦ Help others and you will be helped.

4. Personal integrity.

◦ Integrity, trust and reputation are vital for networking.

5. Relevant targeting.

◦ Groups and contacts relevant to your aims and capabilities.


6. Plans and aims.

◦ Plan your networking - and know what you want.

7. Follow up your commitments and promises

◦ Following up meetings and referrals makes things happen.

8. Be positive.

◦ Be a positive influence on everyone and everything.

9. Sustained focused effort.

◦ Be focused - and ever-ready.

10. Life balance.

◦ Being balanced and grounded builds assurance. Having good life balance contributes directly to the level of faith people have in you.


Do Don’t

Eliminate distractions and make eye contact with the

speaker.

Stare so intently that you make the speaker

uncomfortable.

Nod or use other cues to show you’re listening. Interrupt or change the subject.

Show empathy. Share your own related stories unless you’re asked.

Listen objectively while the person is speaking. Plan your own response while they are speaking and

fail to hear everything.

Follow the speaker’s lead regarding how much they

wish to reveal.

Pry, or try to get the speaker to divulge things that are

too personal.

Restate the speaker’s points, if needed, to make sure

you understood correctly.

Continuously repeat the speaker word-for-word.

Ask questions to prompt the speaker to think about

possible alternatives.

Offer your own opinions, unless you have expertise

that will help provide a solution.

Encourage the speaker and be optimistic. Be unrealistic or offer false enthusiasm.

Ensure confidentiality. Repeat to anyone what you were told in secrecy.


ubc phar400-communication & positive networking 24oct2014

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