Work on remembering people:
A useful habit to learn |
 William James, the father of American psychology, said, “Compared to what we ought to be, we are only half
awake. We are making use of only a small part of our
mental and physical resources.” That is especially true with our
capacity for remembering.
Memorizing names isn’t a parlor trick; it is a valuable tool for a
healthcare professional. Remembering and using your patients’ names connects you with these people in a powerful way. People
who memorize names have an advantage over those who don’t;
the server at your favorite restaurant who remembers your name
each time you return gains your loyalty.
In the same way, when you remember a patient’s name, it
shows him you care, and are interested in his welfare.
The habit of memorization is easily mastered with a little
practice. To remember names, find and use a system, or create
memory devices (mnemonics).
A MEMORY SYSTEM
Here is one memory system that can help you:
• Create a memorization system. Practice it until it becomes
automatic.
• Pay attention when you are introduced to someone. Focus
on the person; look her directly in the face, and smile pleasantly.
• Listen carefully to his name. Usually, you will want to work
on the first name.
• Mention the name. Ask the person to repeat it; ask how it’s
spelled. Even names like Mary or John might have spelling
variations.
• Remark on the name. For example: “My mother’s name is
Mary.” (Make sure you are telling the truth.) Or, “Sydney is a
lovely name.”
• Ask about preferences. If a person could be addressed
several different ways, ask what they prefer. For example: “Do you
prefer Robert or Bob?” People love being asked their preferences.
• Use the name. Say it at least once during the conversation.
• Give a warm farewell. When you say goodbye, look at the
person and use the name. “It was nice meeting you, Ellen.”
• Repeat it, again and again. After the conversation, say the
name to yourself several more times, just to lock it into your
memory. If you are in the office, write it on the patient file, such
as “Prefers to be called Robert.”
MNEMONICS
In the mnemonic system, find something associated with the
name and person that you can use as a memory device.
For example: Create an image associating the feature with the
keyword(s). For the name Conrad, perhaps picture a rat dressed
in convict (“con”) dress.
Or, if you cannot come up with an obvious association,
imagine the face as a cartoon. Be careful not to link with
something changeable, such as hairstyles.
Whichever system you decide to use, the important thing is to
practice, practice, and practice.
You will make mistakes, but the more you practice, the better
you will get.
If you slip, apologize and try to get the name the next time.
People are forgiving if they know you’re trying.
Keep in mind you are working on a skill that will be invaluable
as you start your practice; it will strengthen your bond with
people, while supporting your marketing efforts and creating
more satisfied patients.
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