communication tools customer service: interaction with agency reps & lab scientists tom...
TRANSCRIPT
Communication ToolsCustomer Service:
Interaction with Agency Reps & Lab Scientists
Tom Stackhouse, Ph.D.Assistant DirectorTechnology Transfer CenterNational Cancer Institute, NIH
FLC -MAR Training Session: September 15, 2008
Focus for Today on Internal “Customers”: Agency Reps & Scientists
Importance of communication style in relating to your “customer “
Introduce the “HEAL” modelInteractive Session: Application and
problem solving
Why discuss communications?
Isn’t technical/legal skill all that truly matters?
I already know this stuff!
Partner
RespectRapport
What differences do you see in these approaches?
Background: Scientist has faxed over an agreement, which needs extensive negotiation. You don’t have time to work on it until next week
◊ You set the MTA aside - you’ll never finish anything with all these interruptions!◊ You call the PI and let him know about all the other work you need to finish first!◊ You go to your co-worker two doors down and complain for the 4th time that morning about how much work you have to do!
Or …
You send a quick e-mail or make a quick phone call acknowledging receipt & stating when you’ll be in touch.
Mistakes happen…
…And projects take longer than expected
…And you are balancing multiple projects
…And unexpected issues arise
Communication is KeyCommunicate in a manner which is
more likely to:Help you understand your Scientist
positionHelp you to really be “heard” by ScientistHelp provide useful info to you and your
officeHelp get Agency/Lab team working
together!
When Things Don’t Go as Planned… Use the Communication Tool: HEAL
HumilityApologize. Be direct and honest.
EmpathyDemonstrate understanding of their view.
AgilityQuickly and confidently implement a solution.
LongevityFollow-up.
Today’s Challenges
Consider several situations Evaluate some “less-than-
perfect” responses Create another approach for
response
HEALing: An Example
You have taken over a docket from someone else.
You see an agreement which appears to have been under negotiation for a year. In reviewing the file, it’s clear that the previous Specialist completely dropped the ball.
How will you approach your initial dealings with the Scientist?
The New Docket
Your options…You place the folder back in your files. If the
Scientist hasn’t complained so far than its probably not worth pursuing.
Call your Scientist and explain that you predecessor was totally incompetent, but you are here to save the day.
You call your scientist and tell him how overloaded you are and that not only was the your predecessor incompetent, the office supervisor was not doing her job to monitor this work, but you will do your best to work on it as soon as possible.
TimelineYour Scientist sent a rough outline for a
CRADA research plan The company sent in their legal term
modifications. There are lots of them!You’ve had the information for a couple
days.Your Scientist wants to know why the
CRADA won’t be ready for final review before the end of this month
Today is Friday the 27th.
Response:
CRADA can’t go for review next week because…
“I’ll be out of the office next week.” “I have 20 other things to do first.”“It took you 6 months to give me the
Research Plan. It’s not fair that I only get 2 days to complete the process of negotiations and review.”
“I’ve finished my part, but have no idea when my supervisor will get around to reviewing the package!”
Filling In?You have been asked to cover
additional docket due to vacancies.”You stop by the office of a Scientist to
introduce yourself and to find out a bit about his scientific focus and activities.
He/She tells you he/she has a lot of collaborations planned and that action needs to happen on these immediately.
All of them.Immediately!
Your On-The-Spot Response:“I hope the vacancies in my office
will be filled soon. So you can get the help you need”
“I have additional commitments for the other Branches/Labs, but that I will certainly give attention to you activities as well.”
You chuckle nervously and say “I’ll try my best.”
What’s wrong with you people?!!A scientist submits an invention reportA decision is made not to seek patent
protectionThe inventor sends an email blasting you
and copying upper managementExpresses concern over your apparent lack of
intelligence and that you may even be sub-human!States will never bother wasting time submitting
EIRs into such a broken system!
Response:You do nothing. You’ll be able to
catch up on other things now that there will be fewer Invention Reports coming in!
You send the inventor a reply email (copying upper management) restating the reasons why his baby/invention is ugly.
You send the inventor an email stating that he is required by law under 37 CFR 501 to report inventions.
Organize to Avoid ProblemsKeep clear, professional
notes in files & databaseSpend time each week
organizing priorities & doing status checks
Seek advice from others with more experience