FIVE FINGER POINTERS
The Pointers are powerful questions that clarify vague language and uncover what people actually mean. They are your primary tools for discovering outcomes and dovetailing them with your offering.
RECOGNITION HAND (LEFT)
Identifies WHEN a Pointer is needed
POINTER HAND (RIGHT)
Gives you the QUESTION to ask
NOUNS
"What, specifically?"
RECOGNIZE: Any vague or abstract noun that could mean different things to different people.
Dictionaries do not define nouns absolutely; they merely deceive us into thinking that words have definite meanings. Because of the way our brains store information, these 'definite' meanings are modified by our past experiences and future expectations.
EXAMPLES IN ACTION
"I want to grow my practice."
"What does growth look like for you, specifically? More new patients? Higher case acceptance? More production per visit?"
"We need better systems around here."
"What systems, specifically? Scheduling? Patient follow-up? Treatment coordination?"
"My front desk needs more training."
"What kind of training, specifically? Phone skills? Insurance verification? Treatment presentation?"
VERBS
"How, specifically?"
RECOGNIZE: Any unspecified verb — an action word where you don't know exactly what the action looks like.
Once the fat on all the nouns has been pared away, the verbs come next. The first two Pointers uncover specific meanings that are idiosyncratic to the individual.
EXAMPLES IN ACTION
"We're going to start tracking our numbers more closely."
"How, specifically, would you track them? Daily huddles? Weekly reports? A dashboard?"
"We'll handle the patient follow-up internally."
"How, specifically, will you handle it? Who makes the calls? When do they call?"
"I want to improve case acceptance."
"How would you like to improve it, specifically? Different presentation? Financial options? Team involvement?"
RULES / SHOULDS
"What would happen if...?"
RECOGNIZE: Should, shouldn't, must, mustn't, have to, can't, ought, "company policy"
Rules and limitations are fences we build around our possible actions. Outside the fence are other possible behaviors which we ignore once we accept the given limitation. The rule becomes as absolute as the sun rising in the east, even though it may have been established by a supervisor who accepted it based on a policy written in 1890.
EXAMPLES IN ACTION
"We have to see at least 30 patients a day to stay profitable."
"What would happen if you saw fewer patients but with higher case acceptance?"
"We can't charge more than other practices in the area."
"What would happen if you did?"
"I shouldn't be the one doing treatment presentations — I'm the doctor."
"What would happen if you did? Even just for the larger cases?"
CAUTION: Use great discretion when using this on another's language. People do not take kindly to having the limitations in their thinking exposed. Use with rapport, and pay attention to the other person's response.
GENERALIZATIONS
"All? Always? Never?"
RECOGNIZE: All, always, everybody, never, nobody, they, everyone, no one
Generalization is a natural thinking process — it makes it possible for us to open doors without thinking. But inappropriate generalization can create unnecessary pain and limitations. Few generalizations are true all the time.
EXAMPLES IN ACTION
"Patients never want to pay for the premium option."
"Never?" (with rising inflection)
"They say you can't build a practice on fee-for-service anymore."
"Who are 'they,' specifically?"
"All my staff cares about is getting out by 5."
"All of them?"
CAUTION: An unspecified "they" often indicates a generalization. Finding out who "they" are can be illuminating. "They" may be a single consultant the doctor met at a conference three years ago.
COMPARATORS
"Better than what? Compared to what?"
RECOGNIZE: Better, worse, best, worst, easier, harder, faster, more, less — any comparative without a clear comparison.
This Pointer is used for comparators without specific antecedents. Remember to use a Pointer only when the unexpressed information affects your own or the other's outcome.
EXAMPLES IN ACTION
"My treatment coordinator is the best."
"The best compared to whom? Previous coordinators? Industry average?"
"This software would be more efficient for us."
"More efficient than what you're using now? In what way specifically?"
"It would be easier to just keep doing what we're doing."
"Easier than what, specifically? What feels hard about making a change?"
KEY PRINCIPLES FOR USING POINTERS
Save them for words that matter
If the meaning of the words does not matter to you, do not whip out your Pointers. Save them for words that matter to your outcome.
Watch for abstract words
When you see a fat, abstract word that matters, you definitely need a Pointer. Sometimes even lean, concrete words will need Pointers.
Clarify nouns first, then verbs
Anytime you are dovetailing outcomes, you need to know the meaning of the other person's nouns and verbs. After distinct meanings for nouns, then use the second Pointer for verbs.
Maintain rapport
These questions are potent and must be used on others with great sensitivity. Use the Pointers with rapport, and pay attention to the other person's response. Stop when you notice anger.
Use softening phrases
"I'm wondering what, specifically, you mean by..." / "I'm curious about..." / "Would you be willing to tell me how, specifically, to...?" / "Help me understand..."