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…
Endless updates. Surface-level Q&A. And the hard questions? Left unasked.
A friend once flipped the script: small, informal gatherings of 8 to 10 people max. The result? Honest dialogue, real connection, and ripple effects that reached hundreds.
If you're hosting a town hall, consider going small to go deep.
Because when people feel safe, they speak up. And when they speak up, change happens.
With every flight I take, every dentist appointment, every reservation I’ve made at my favorite vegan restaurant, every appointment with my trainer and more, I get an auto-reminder. And I am happy for them. The more personalized, better. My trainer adds that she looks forward to seeing me again or reminds me of something personal we spoke about last time. Would that help with your KOL? Or with their receptionist by name? Just a way to not only remind them of your upcoming visit, but to show that your appointment is more than just a slot on your calendar. Might be good to remind yourself of that too! And remember Carnegie’s ongoing wisdom that there is one word in every language that is sweet to the ear…our name. Note and use names not in an artificial (or overtly salesy) way but in a genuine, “I remember you” way.
The time honored “Everyone loves hearing a good listener” is a stellar prescription for sales and management, finding (and keeping) a mate or when emotions get hot, and even mastering the job interview. This is not easy even for counselors and psychiatrists who are supposed to be listening divas! Coaches like to use the W.A.I.T. system) Why Am I Talking!? Few good friends will tell you this, some bosses will, spouses might, three-year olds will just walk away. You have to rely on your own inner voice saying: “Shut Up, Shut Up, Shut Up”!
I was recently at a psychology conference when I heard someone say:
“What’s triggering you is on you.”
That line stuck. If something lingers, it’s worth asking:
What’s this emotion trying to show me?
How do I want to respond, not just react?
In this short video, I unpack how that moment helped me reflect on ownership, self-awareness, and the power of emotional choice.
Mary Doria Russell wrote a terrific book, The Sparrow, that I recommend to my students at Loyola University of Chicago. It is about the first Jesuit settlement in outer space. The Jesuits are known for going where no man has gone before, like Canada, Chicago, and China long ago! In it she makes a passing reference aimed at those of us who go “on and on and on, and on” endlessly and sometimes mindlessly speaking without end. She recommends that these folks join the support group, On and On, Anon! How about you? Do you find that finding the period at the end of a sentence is difficult? Do you find that you nervously jump in when there is some natural silence? Or do you eagerly want to share your advice…medical, travel, relational, or Costo-ish (“Better get over there before they are all gone!”)? The issue here is not to go silent, but rather to tame our natural instinct for connection thinking that more of ‘me’ is what is required here.
In this short video, I reflect on comparison, purpose, and the quiet impact we often overlook—like the adjunct professor who shapes lives without tenure. We all carry hopes that may never materialize, and others that surprise us. Both truths can coexist. Let’s honor the mission that’s uniquely ours.
Have you ever been a KOL of sorts? Maybe at your neighborhood picnic? Are you a favorite aunt or uncle? Or perhaps you are seen by your MSL team as the one who knows! Think back; it’s probably in your life sometime, the KOL in you. Ponder it for a moment: how do you or did you feel about your moments in the KOL spotlight? Who approached you as you wanted to be approached? Who gave you a deserved but not fawning kind of recognition? While we are all different, perhaps notice how your KOL likes to be regarded as special. It might not be your way, but it is their way.
(Sly Stone) introducing his song, “Everyday People.” It’s not personal and even if it is…take it as a professional. Taking anything ‘personal’ can take us easily to our place of inferiority, fear, and insecurity. Taking it professionally or at least pausing long enough to listen with the intent of providing the other person to have their say can help you from not becoming too hurt or increasingly resentful. Some people say stuff that hurts. Some are unaware or ignorant of the impact or are hurt themselves. Don’t let their words take you to a dark place within. Rather listen and if this is an important relationship, tell them about the “ouch.”
In a world of constant pings and notifications, our phones have become quiet companions that steal our presence. Before your next meeting or meal, turn it off. Not silent-off.
The most meaningful connections happen face to face, not screen to screen.
Technology helps us work, but it shouldn’t lead the way in relationship-building.
Watch this short video to explore how presence creates belonging—and why your next great conversation starts with putting the phone away.
Lee Goldberg the weatherman on ABC news always “dresses up” for his appearances on World News Tonight with David Muir… including his glasses! How many pairs does he have?! Even when he reports the news from outside the studio, he looks great with a touch of “different.” And it’s just enough to register. In fact, I couldn’t remember his name, so I Googled “ABC weatherman, news with David Muir, and well dressed” and he popped up immediately! How about you? Yes, we all dress professionally, but what rings a bell with your style? Remember your KOLs make enough money to know what kind of clothes you are wearing. You don’t need a lot of them but make them distinctive. And frankly, well-made clothes last longer and their style is never lost. One specialist asked me if my suit was a Brunello Cucinelli. I replied, “No just a Zegna!” He raised an eyebrow and we both had a laugh. (I didn’t tell him it was my only one!) You don’t need to buy either of those, but invest in something that catches the eye. You can vary your “single suit” with things as simple as your tie, pocket square, polished shoes (always!), your next pair or two of glasses, or a pin from your university. Madeliene Albright, the Secretary of State in the Clinton Administration, had a collection of unique pins that always accompanied her outfits. She was a pin collector! I met her at a coffee shop in Chicago one day and I approached her and thanked her for her service, and she was very warm and kind, used to the attention. I then asked about the pin she was wearing. Bright eyes and a story followed. It was her thing for sure!
When someone comes up to you and thanks you for your presentation try responding with, “Thank you very much. What did you like especially?” You’ll get an on-the-spot example of what hit home for them. And if it is critical or negative, lean in a bit with “Wow, tell me more about that” and say it with genuine interest. No matter who or where, people, especially those who told you the great and the not so great, they all like to be heard and acknowledged.
AI can save us time—but when it comes to career materials, speed isn’t everything.
In this short video, I explore how AI can support your writing—and where it can steer you off course.
Quick takeaways:
Your voice matters. AI shouldn’t erase it.
Generic resumes don’t connect. Tailored ones do.
Think about your audience—not just what you want to say.
AI is a tool. Let’s use it wisely.
What’s In a Car? How clean is your office? I mean, your traveling office, your car! Having a traveling office can dirty up a car fast… on the inside. Not so much only full of papers, wrappers, and tissues, but also the little stuff stuck under your seat. Whenever I take Lyft or Uber, my first thought is: how clean is this car? When I compliment the driver on it I invariably hear, “I have to clean it every day, sometimes twice.” One Lyft driver said, “I do it for my customers and I do it for me because I want to keep my attitude right.” Take a look at your car, under the seat, on the dashboard, even the trunk. You deserve a clean car and your KOLs deserve your right attitude!
One of my mentors advised that 10% of evaluations are going to love you no matter what and 10% are going to hate you no matter what. Some will refuse to give even the very best score of a “10” just out of principle! He advised to read all of them, take nothing personally, but take it all professionally. He went on to say there is “some truth” in what just a few will tell you both positively and negatively. Listen to them and see if deep down inside you agree with them. Then decide the changes you want to make for next time…including what went really, really well.
As presenters, facilitators, or educators, we often feel the urge to jump in with the “right” answer. But what if the real power lies in the pause?
Before you speak, ask yourself:
W.A.I.T. – Why Am I Talking?
If you’re the authority in the room, resist the temptation to answer your own question too soon.
Withholding your response keeps the energy alive and invites deeper engagement.
When you speak too early, the room’s momentum dips—and so does the learning.
This short video explores how intentional silence can elevate your impact.
Let the question breathe. Let the room respond. Then, bring it home.
How do you catch your lunch? Fast food, “Good Food Quickly,” pizza slices again? How about making your lunch stops planned as much as your KOL stops? And what if you experimented and made time for a mom-and-pop shop lunch or coffee places? Or bring your own and surprise yourself with where you will enjoy it. A park, the zoo, a quick moment bowling a lane or two. It can help you get out of an unsatisfying routine, and it might even give you something to talk about! Make your day not one full of appointments but rather full of exploration, both professional and personal. Where is your favorite place?
Are you ever asked to evaluate a presenter, a product, or a service? Some of us do so gladly with the effort to help. Some, however, decide that my bad day is going to be your bad day! Evalution's are often anonymous and in some cases, anything goes! What is your goal? Do you want to critique or help, provide support or solutions, dump or demonstrate? Give an evaluation honestly with the thought that this could make someone or some hotel better. I gave a terrible Press Gainey score about a physician visit and received a phone call within 12 hours from his office manager. “What can we do better next time Mr. O’Connor?” I should have included that the first time and not given a score out of anger but out of concern for the next time. (I would have been even more impressed had he called me back.) I once met Costco’s VP of Produce, who on a daily basis randomly chose three complaints and called the person for more feedback. He learned a great deal and won over another customer.
Ever sat through a presentation where the clipart felt more like a stock photo shoot than a meaningful visual? Or where the slides looked sleek on a laptop but turned muddy on the projector?
In this short video, I share practical tips to help your slides function as well as they look:
Say goodbye to generic images and cluttered text
Keep your slides thematically consistent
Test your colors on a projector — trust me, it matters
And my favorite trick: hit the “B” key to blackout the screen and bring all eyes back to you
Whether you're presenting to a boardroom or a classroom, these tips will help you show up with clarity and confidence.
If you’ve been to a therapist, some will ask for an early memory, some for a typical day as a child (or as an adult), and some understanding of how we see life. It comes out in some form of the following beliefs:
Life is _____
People are ______
I am _________
Therefore, I must ________
These techniques are a way into the part of ourselves that is on autopilot… How we see life, others, self, the task ahead. Some of us have had terrific childhoods where we learned to enjoy life, to trust others, and to be self-confident as we enter the world of work, love, and friendship. Some of us had a tougher childhood where we learned early and often that life is not fair, that people, even family, are not so nice, and that we had to prepare for the worst of life coming at us with a distrust of others, and the must is about heading aggressively into life or shrinking from it. The therapist’s job is to listen and try with us to unearth these hidden convictions that might rest just below our awareness but nonetheless account for our beliefs and actions. The psychiatrist Rudolf Dreikurs (and later the program “Empowering People in the Workplace”) suggested that we have an imaginative magic wand in his therapy sessions. “Go back to that early recollection,” he might say, “and you now have a magic wand. What do you want to change about that early memory or typical day?”
What happens frequently is a different set of beliefs:
Life is _____
People are ______
I am _________
Therefore, I CAN ________
Some of us have a magic wand in our daily life that can transform us from our musts to our cans. A powerful wand indeed. Some of us are unaware of its power.
(For more information: https://www.positivediscipline.org/Empowering-People-in-the-Workplace)
Insights from a PharmD & an Executive Coach. What are YOUR ideas about the art of being an impactful MSL? Please repost if your network would find this useful. We’ve only scratched the surface, join our LinkedIn MSL community for more: https://www.linkedin.com/groups/14462043/ and join our mailing list to receive the complete tip series delivered right to your inbox: http://eepurl.com/iYHNjY
We have an attorney on the faculty in the department I teach at Loyola University in Chicago who when participating in our meetings online looks as if she is in person with her smile, her reactions and responses, and her full engagement with the presenter. We should hire this person as our sometimes-one-and-only full participant. Also on a self-centered note, consider not just the presenter, think about your boss who is also scanning the crowd. Will you stand out like our attorney professor at Loyola?
