Let me share some snippets of my expertise with you. I hope you find them useful and if you would like to chat more, just…
One of the most powerful techniques I’ve learned from expert negotiators?
Know when to walk away.
When a deal is clearly misaligned, forcing it can do more harm than good. The ability to pause, decline, and reassess is a skill—and a sign of confidence, not weakness.
Every time I think of this, I’m reminded of the 1968 classic by The Four Tops: “Walk Away Renée.” Take a moment to enjoy the brilliance of this group: Watch here: https://lnkd.in/dzc5ahc4
Trust your expertise—it’s your greatest asset when presenting. Watch this quick video to learn more and let me know what you think in the comments!
Things have felt a little chaotic in the world lately. I can admit that I’ve been distracted, making it difficult to get things done. Distractions come in all shapes and sizes, from the basic buzzing of my phone/watch (which mainly consists of spam calls), to numerous irrelevant emails that overtake the important ones, to the opinions being voiced through every medium about the events happening in our world. The overwhelming nature of news that impacts us and our friends/family/colleagues can leave us feeling down. Can you relate?
Are you staying on track? It is well known that our productivity decreases when we’re distracted or not feeling our best, but we still have obligations to fulfil and goals to move forward. How are you staying on track? Here’s what I’m trying to implement:
· Putting my phone aside (and take off my watch if needed)
· Decide what I will conquer in the next 45 min. I set an alarm and focus on the project at hand. If I think of something else I need to do, I make a quick note and get back to the project.
· When the timer goes off, I can go back to emails or my “to do” list for 10-15 min and then return to the project. Repeat.
I’ve found that once I gain momentum, time flies by and I’ve accomplished more than I expected.
To be an impactful MSL, it is necessary to stay focused to meet expectations whether that is related to your most important KOL’s request, a project for the team, or just doing the necessary administrative tasks. How are you dealing with the distractions you’re facing?
“Well, here’s my opinion about that…” Do you ever feel your shoulders tense when you hear that phrase? I do!
I’ve noticed I have a visceral, negative reaction to self-described “opinionated people.” It’s not that I don’t value strong perspectives—quite the opposite.
But when someone leads with “Here’s my opinion,” it often lands as competitive, rigid, or even dismissive. There's an undertone of superiority that can shut down meaningful conversation before it starts.
What’s the alternative?
- A thoughtful question.
- An affirmation of someone else's experience.
- An invitation to explore the topic together.
- A willingness to be curious—not just right.
Of course, this could just be my own opinion (see what I did there?). But I believe that in a world full of noise and quick takes, how we share matters as much as what we share.
As leaders, colleagues, and humans, we always have a choice: Do we want to be right, or do we want to be connected?
What’s your experience with “opinionated” communication? Does it spark dialogue—or defensiveness?
It’s that time of year… Goals are being set and rolled out. The goals for the MSL team and how they support corporate and/or Research & Development goals are critical to help you prioritize your goals in your territory and your time. Do you have line of sight to how your goals support corporate success? While not all corporate goals are relevant for your work as an MSL, your work certainly directly impacts at least a couple of those goals.
When planning your quarter and specifically the upcoming meetings on your calendar, each meeting should support your goals and move the mission forward. This is the currency of the MSL role.
· As you review your goals, are leadership’s expectations for you clear? If not, gain clarity. Ask questions.
· What resources are available to support each goal? If it’s not clear, let leadership know what you need and support the development of those resources.
· Each KOL has different interests which may not directly align with what leadership is asking you to discuss. How will you balance these goals with those of the KOL?
We all know that the art of being an MSL is meeting the expectations of the company while bringing meaningful information to each of your KOLs based on their individual needs and interests. How do you bring value to both your company and your KOLs?
Sometimes, a light touch is the most powerful way to communicate—especially when the stakes are high or emotions are running strong.
Watch this short video to learn how a softer approach can create more connection, not less.
When you reflect on your career and the wonderful people you’ve worked with, which coworkers were amazing? You undoubtedly have an extensive list but narrow it down to your top three. It’s tough but necessary work. Think about what makes these three stand out above the rest. Take time with this reflection and make a list of the characteristics that set them apart. Was it technical knowledge? Their intelligence? Was it their empathy or emotional intelligence? What was their secret sauce?
When you look across the list of characteristics, what do you notice? Do you see a trend? Their specific qualities may be different, I suspect what you value about them is their relationship skills. Being smart is important but the secret sauce is being able to navigate people successfully. How many of those relationship skills are transferable from being a great coworker to being an impactful MSL? If someone made a list about your skills, how would it compare? How do you rank yourself? What opportunities do you have to optimize your relationship skills to provide more impact as an MSL?
What are the most important relationship skills an MSL must demonstrate to practice the art of an MSL and to have impact?
If your presentation slides are packed with text, your audience has to choose: read or listen? Spoiler: they’ll read—and tune you out.
Want to keep your audience engaged? Design your slides for listening, not reading.
Pro tip: Create simple, impactful slides for your talk—and send detailed "archive slides" afterward for reference.
Watch this short video to learn more!
Moana is a Disney princess who is proud of where she’s from and doesn’t back down from new challenges. If you’re familiar with the character, there are probably many things you like about her. What stands out for me is how she demonstrates selflessness and empathy for her community as well as each of the individuals with whom she interacts. Her empathy drives her journey.
We talk about empathy as it is an important part of how and why we connect with other people. Cognitive empathy is the ability to understand other people’s feelings and perspectives. That’s the core piece. Emotional empathy is the next level when we can feel what someone else is feeling, which will lead to a deeper connection. And, at its highest level, empathy concern means we can sense what the other person needs from us and calls us to act. Who have you encountered demonstrates this level of empathy? How did it make you feel?
When interacting with your KOLs, how do you demonstrate empathy? Empathy is important to build trusting relationships. There are many ways to do this including through active listening:
· Give the KOL your full attention
· Ask good, relevant questions based on what they’ve shared
· Don’t judge or interrupt them as they share
Are you able to discern what they need from you or are you in problem solving mode? In her journey, Moana demonstrated empathy to many people but it’s perhaps her interactions with Maui where she demonstrates it the most through her patience and understanding despite his reluctance (and arrogance) to support her. How will you show empathy during your next KOL meeting?
Here's an idea for meetings that actually solve problems—not just talk about them!
Instead of having attendees bring reports to a meeting, ask them to bring a problem they need help with. To save time, have them write it up in under 200 words and publish it at the meeting.
Set a rule: No repeating the problem—everyone has already seen it. Instead, focus on answering questions and offering suggestions. Crucially, these should be given without debate or defensive responses—only for consideration. This keeps discussions productive and prevents them from turning into back-and-forth arguments.
End each problem-solving session with a simple, forward-thinking question:
"Is there anything here that intrigues you and might get things more on the right track?"
Small shifts in meeting structure can lead to big breakthroughs in decision-making and problem-solving!
Next time you review evaluations, don’t just look at the trends. Look at the outliers. They might just hold the key to your next big breakthrough. Watch this video to learn more!
Next time you review evaluations, don’t just look at the trends. Look at the outliers. They might just hold the key to your next big breakthrough. Watch this video to learn more!
Have you ever seen anyone do something so well that it takes your breath away? You see what they are doing and then you notice the expertise, the controlled subtly, the mastery at work right before your eyes.
I was re-watching “All the President’s Men” recently and took particular notice of the two stars, Robert Redford and Dustin Hoffman. For a moment, I turned the volume down and simply watched them act. They did so much of it with little moves, eyes, glances, shuffling of papers in a precise way. So well, in fact, that I got used to the volume being off!
The movie won four Oscars, but neither Redford nor Hoffman were the recipients. Jane Alexander was one of two actors who were nominated, she for Best Supporting Actress. So, I went to her somewhat brief scene (and, yes, turned the volume down!) and my goodness what a mix of emotions and inner strength!
As I go through my day, I tend to look for these moments not only in film, sometimes watching television (sound on!), but also my day-to-day check-in with American Airlines, grocery store self-check-out helper, and even a friend or two, volume up!
Actors consider themselves “trained,” sometimes even “classically trained.” But no matter how trained or educated they are, the successful actors are able to convey real emotion in a pretend plot. One actor told me, “My job is to rehearse so much that it all looks spontaneous.”
And I thought of our MSL work. What are you doing that is equal to that standard? More than you think!
- We do look in the mirror ‘til we say “Yes!”
- We do prepare for our day.
- We do know our stuff.
But what are we doing with that little bit of Redford and Hoffman, and certainly of Jane? And what do we do so intentionally that it looks natural and spontaneous?
Take a look at their scenes and let me know what comes to mind about you.
This is the title of one of my books co-authored with Cyndi Maxey CSP. We heard recently that someone was teaching our book with closed-ended questions and lectures! As an author all I could think was “Fantastic!” with a big grin. When you facilitate, get others talking and your content will emerge in the same way as when we mix ingredients for that stews and cakes.
Put your colleagues into small groups of three and have them focus on one question for 5-8 minutes then move to a new group. After a few moves ask, “What did you just learn from your group members?” Always avoid the deadly, boring, mind-numbing “Let’s all report out!” or “What did everyone say?” What they learned, leads to others learning, which is the whole point of any meeting.
In fact, on Zoom I learned the Chat Box Waterfall from Caelan Huntress. Simply ask everyone on your Zoom call to go to the chatbox then say “I’m going to give you 45 seconds to type, but don’t hit enter until I tell you so. Here is your question _____...now type…don’t hit enter.” Then I go quiet (we can’t type and listen at the same time!) and after 45 seconds I say, “OK hit enter!” You’ll see a cascade of participation! Then simply pick a person and have them share, then they pick a person and so on. No need to do everyone. Save the chat and distribute.
In my last post, I shared how a simple conversation with a professor reignited his passion—and became a thunderbolt moment for me. But what about our work as MSLs?
How do we create those moments for our KOLs?
Our job isn’t just to report data. Data without meaning is just… data. Our role is to:
✅ Build trust
✅ Deliver useful insights
✅ Help KOLs connect the dots in a meaningful way
Want to make a lasting impact? Try these conversation starters:
- “Now what surprised us was…” → Share insights that shift their perspective.
- “Let me take a time-out…” → Pause to emphasize something they might overlook.
- “I wonder if I could ask you a favor…” → Engage them by inviting their expert input.
- “I may need your help on this one…” → Encourage them to apply data to real-life challenges.
It’s not about dumping information. It’s about creating connections that make them think differently. That’s how you become a trusted, memorable partner.
So, the next time you walk through the door to meet a KOL… bring your thunderbolt.
What’s one way you’ve made an impact in your conversations with KOLs?
Recently I was reminded of the importance of giving others responsibility. Watch this video to learn more and let me know what you think!
Recently I was reminded of the importance of giving others responsibility. Watch this video to learn more and let me know what you think!
Have you ever had the experience of wisdom coming right after you? You’re in a meeting, having a conversation, and suddenly—something hits you like a thunderbolt. It’s a moment of clarity, a shift in perspective, a realization that sticks with you long after.
That’s our job as MSLs: Providing our KOLs with that thunderbolt. They may not react in the moment, they may not even show it, but they will remember it. Just like you remember yours.
I had a moment like this years ago.
As an undergrad philosophy major at Loyola, I was fortunate to have Dr. Dick Westley for many of my courses. He was on fire with his content—passionate about Feuerbach, Marx, Thomas, and Plato. Every class was inspiring, fun, challenging, and gave a glimpse into not just the material, but the man behind it.
Fast forward 40 years later, and I found myself at a faculty meeting at Loyola’s Lake Shore Campus, sitting next to him. My favorite professor. But this time, he was close to retirement—his posture drooped, his fire dimmed. The energy I once saw in him wasn’t as vibrant.
I leaned over and said:
"Dick, I want to thank you for being my best teacher. I loved every class. You inspired me. I hope someday I will be for others as good a teacher for them as you were, and still are, for me.”
He paused, looked at me, and then—his fire reignited. His eyes lit up as he said:
"Well, Kev, when you've got it… you got it!"
And in that moment, he reminded me of something powerful.
Thunderbolts happen when we connect with meaning.
In part two, I’ll share how we can create those thunderbolt moments for our KOLs—because data without meaning? It’s just data hanging out there.
What’s a thunderbolt moment that’s stuck with you?
What would it be for you? About how:
· A meeting with only chairs in a circle.
· An electronics free meeting…no computers, no cell phones, no slides.
· Sitting with each patient you visit instead of standing.
· Asking the question, “What do you know, that I don’t know, that I should know?” A great, great question for every executive or parent to ask!
· Inviting your “Dr. Evil” to coffee just to chat. (Every organization has one. Maybe this person is isolated, lonely, and in need of you!)
· Treat your kids to ‘dessert first’ next time you are out for a family dinner. Quite literally order dessert first prior to the entrée. (Your children will love you forever! One of my physician clients did it at Denny’s with his four kids and his wife. Yes, she was surprised! He told me with a lump in his throat, “Kevin it was the best dinner we ever had…we talked! No iPads, no phones…we talked!”)
· During your next “I am losing this argument” moment just say “I need to go to the bathroom, I’ll be right back.” Then get your act together and return with “Now, where were we?” Notice the change that always happens in mood, communication, and cooperation.
Risks taken never feel that big after all! What are you going to try?
In my last post, I talked about breaking out of autopilot in your MSL career. So, how do we do it?
Let me share a story…
I was at a hospital in New York for a board of directors and physician leaders conference last year. Before the meeting, every attendee—including the physicians—had to hand in their phones. No distractions, no computers. I was skeptical, but to my surprise, everyone did it (even me!).
The result? Full engagement. The conversation was sharper, the energy was higher, and people actually connected. It threw me out of my own “same-same” and helped me completely focus in a new way. The difference was profound.
Now, you don’t have to surrender your phone in meetings, but what if you made one small shift in how you show up?
I recently coached an MSL preparing to host a panel discussion for 200 salespeople. Instead of sitting on stage, I suggested she step into the crowd, mix her questions with theirs, and engage directly. Inspired by legendary talk show host Phil Donahue, she decided to take a risk.
And the result? They loved it.
The lesson? Sometimes, a small change in approach can make all the difference.
✅ Step away from the usual routine.
✅ Find new ways to engage.
✅ Shake things up and watch what happens.
Your audience—whether it’s KOLs, colleagues, or stakeholders—notices when you’re fully present. And they’ll remember it.
What’s one small shift you can make this week to be more engaged?
