AE May/June 2021 Vol 30 No 3 - 40

RUNNING THE PRACTICE // BUSINESS OPERATIONS

"

We must
commit as
much time
to building
these key
relationships
as we
commit to
improving
our business
processes.

40

your expectations is a respectful way of letting the
other person decide if they are willing to meet
your standards rather than making them guess
what you want.
3. Invest your time. Successful businesses know
that scheduling regular meetings, providing email
updates, and hosting networking events facilitates
information-sharing and builds trust among colleagues. Despite this, we often see frustrated business
partners skipping meetings they perceive as unuseful
or stifling their communication out of resentment.
If you find yourself experiencing similar frustrations,
do not give in to your negative emotions; instead,
give credence to the process of building communication. Help create agendas to make meetings more
beneficial. Acknowledge the important role meetings have in building relationships by being present
for all of them. Add to this by scheduling time to
personally connect with colleagues. You'll find the
time you spent nurturing these relationships particularly valuable when managing difficult situations
or conversations.
4. Learn to apologize. There is nothing more powerful
in building a relationship than an effective apology.
After all, we all make mistakes-and when we
do, we must own them. However, simply uttering
" I'm sorry " does not constitute a true apology. Real
remorse includes acknowledging your mistake,
feeling regret, and seeking solutions to prevent future
blunders. Learning effective apology techniques is a
complex topic; if you'd like to learn more, we recommend the book " Why Won't You Apologize? Healing
Big Betrayals and Everyday Hurts " by psychologist
Harriet Lerner.
5. Hold yourself accountable. Personal accountability involves recognizing that you can only control
yourself and your reactions. Accountable individuals do not place blame. When holding yourself
accountable you must first change your own
behavior before expecting others to respond differently to you. Only those who truly understand
this concept can build and maintain meaningful
relationships. So, instead of asking why something
happened, focus instead on what you can do differently to avoid a repeat in the future. A great book
on practicing personal accountability is " QBQ!
The Questions Behind the Question " by author John
Miller. It's a simple read with great examples that
every team member of BSM Consulting has read,

AE // May/June 21

S-B-I TO ACTION
When we consult with clients on communication tactics, especially when providing
feedback and constructive criticism, we like to
teach them a pattern called " S-B-I to Action. "
That is, when voicing their concerns, we tell
our clients to describe:
1. The Situation,
2. The observed Behavior, and
3. The Impact (i.e., how the situation made
them feel/how they observed others
responding).
Once these criteria are met, clients can
then ask the other person(s) how they might
have done something differently. Finally, the
conversation can be resolved by discussing
different actions or behaviors they would like
to see moving forward.

since personal accountability is such an important
part of our company culture.
TRUST IS KEY
By following the steps we've outlined here, you will
build a foundation of trust in your partnership. If
you encounter conflict, this trust will help all parties
involved have faith that you can work through it no
matter what the issue. We must commit as much time
to building these key relationships as we commit to
improving our business processes. Proactively investing
in building good relationships is a much better use of
your time and energy than experiencing the dissolution
of a once amicable partnership. AE
Maureen Waddle, MBA (916716-7694; mwaddle@
bsmconsulting.com), is a principal
and senior consultant with BSM
Consulting. Laura Baldwin,
CPC, ELI-MP, RN (480-629-5351; lbladwin@
bsmconsulting.com), is a principal and senior consultant
with BSM Consulting.



AE May/June 2021 Vol 30 No 3

Table of Contents for the Digital Edition of AE May/June 2021 Vol 30 No 3

AE May/June 2021 Vol 30 No 3 - Cover1
AE May/June 2021 Vol 30 No 3 - Cover2
AE May/June 2021 Vol 30 No 3 - 1
AE May/June 2021 Vol 30 No 3 - 2
AE May/June 2021 Vol 30 No 3 - 3
AE May/June 2021 Vol 30 No 3 - 4
AE May/June 2021 Vol 30 No 3 - 5
AE May/June 2021 Vol 30 No 3 - 6
AE May/June 2021 Vol 30 No 3 - 7
AE May/June 2021 Vol 30 No 3 - 8
AE May/June 2021 Vol 30 No 3 - 9
AE May/June 2021 Vol 30 No 3 - 10
AE May/June 2021 Vol 30 No 3 - 11
AE May/June 2021 Vol 30 No 3 - 12
AE May/June 2021 Vol 30 No 3 - 13
AE May/June 2021 Vol 30 No 3 - 14
AE May/June 2021 Vol 30 No 3 - 15
AE May/June 2021 Vol 30 No 3 - 16
AE May/June 2021 Vol 30 No 3 - 17
AE May/June 2021 Vol 30 No 3 - 18
AE May/June 2021 Vol 30 No 3 - 19
AE May/June 2021 Vol 30 No 3 - 20
AE May/June 2021 Vol 30 No 3 - 21
AE May/June 2021 Vol 30 No 3 - 22
AE May/June 2021 Vol 30 No 3 - 23
AE May/June 2021 Vol 30 No 3 - 24
AE May/June 2021 Vol 30 No 3 - 25
AE May/June 2021 Vol 30 No 3 - 26
AE May/June 2021 Vol 30 No 3 - 27
AE May/June 2021 Vol 30 No 3 - 28
AE May/June 2021 Vol 30 No 3 - 29
AE May/June 2021 Vol 30 No 3 - 30
AE May/June 2021 Vol 30 No 3 - 31
AE May/June 2021 Vol 30 No 3 - 32
AE May/June 2021 Vol 30 No 3 - 33
AE May/June 2021 Vol 30 No 3 - 34
AE May/June 2021 Vol 30 No 3 - 35
AE May/June 2021 Vol 30 No 3 - 36
AE May/June 2021 Vol 30 No 3 - 37
AE May/June 2021 Vol 30 No 3 - 38
AE May/June 2021 Vol 30 No 3 - 39
AE May/June 2021 Vol 30 No 3 - 40
AE May/June 2021 Vol 30 No 3 - 41
AE May/June 2021 Vol 30 No 3 - 42
AE May/June 2021 Vol 30 No 3 - 43
AE May/June 2021 Vol 30 No 3 - 44
AE May/June 2021 Vol 30 No 3 - 45
AE May/June 2021 Vol 30 No 3 - 46
AE May/June 2021 Vol 30 No 3 - 47
AE May/June 2021 Vol 30 No 3 - 48
AE May/June 2021 Vol 30 No 3 - 49
AE May/June 2021 Vol 30 No 3 - 50
AE May/June 2021 Vol 30 No 3 - 51
AE May/June 2021 Vol 30 No 3 - 52
AE May/June 2021 Vol 30 No 3 - 53
AE May/June 2021 Vol 30 No 3 - 54
AE May/June 2021 Vol 30 No 3 - 55
AE May/June 2021 Vol 30 No 3 - 56
AE May/June 2021 Vol 30 No 3 - 57
AE May/June 2021 Vol 30 No 3 - 58
AE May/June 2021 Vol 30 No 3 - 59
AE May/June 2021 Vol 30 No 3 - 60
AE May/June 2021 Vol 30 No 3 - Cover3
AE May/June 2021 Vol 30 No 3 - Cover4
https://www.nxtbook.com/ygsreprints/ASOA/ae-may-june-2021-vol-30-no-3
https://www.nxtbook.com/ygsreprints/ASOA/ae-march-april-2021-vol-30-no-2
https://www.nxtbook.com/ygsreprints/ASOA/ae-january-february-2021-vol-30-no-1
https://www.nxtbook.com/ygsreprints/ASOA/ae_nov_dec_20
https://www.nxtbook.com/ygsreprints/ASOA/ae_sept_aug_20
https://www.nxtbook.com/ygsreprints/ASOA/ae_july_aug_20
https://www.nxtbook.com/ygsreprints/ASOA/ae_may_jun_20
https://www.nxtbook.com/ygsreprints/ASOA/ae_mar_apr_20
https://www.nxtbook.com/ygsreprints/ASOA/ae_jan_feb_20
https://www.nxtbook.com/ygsreprints/ASOA/ae_nov_dec19
https://www.nxtbook.com/ygsreprints/ASOA/ae_septoct19
https://www.nxtbook.com/ygsreprints/ASOA/g107843_ae_julyaug19
https://www.nxtbook.com/ygsreprints/ASOA/g105962_ae_mayjun19
https://www.nxtbook.com/ygsreprints/ASOA/g104576_ae_marapr19
https://www.nxtbook.com/ygsreprints/ASOA/g103212_ae_janfeb19
https://www.nxtbook.com/ygsreprints/ASOA/g99529_ae_novdec18
https://www.nxtbook.com/ygsreprints/ASOA/g97160_ae_septoct18
https://www.nxtbook.com/ygsreprints/ASOA/g96528_ae_julyaugust18
https://www.nxtbook.com/ygsreprints/ASOA/g93925_ae_mayjune18
https://www.nxtbook.com/ygsreprints/ASOA/g92298_ae_marapr18
https://www.nxtbook.com/ygsreprints/ASOA/g89361_ae_janfeb18
https://www.nxtbook.com/ygsreprints/ASOA/g86698_ae_novdec17
https://www.nxtbook.com/ygsreprints/ASOA/g81746_ae_septoct17
https://www.nxtbook.com/ygsreprints/ASOA/g80299_ae_julaug17
https://www.nxtbook.com/ygsreprints/ASOA/g77256_ae_mayjun17
https://www.nxtbook.com/ygsreprints/ASOA/g74401_ae_marapr17
https://www.nxtbook.com/ygsreprints/ASOA/g72340_ae_janfeb17
https://www.nxtbook.com/ygsreprints/ASOA/ae_novdec16
https://www.nxtbook.com/ygsreprints/ASOA/ae_septoct16
https://www.nxtbook.com/ygsreprints/ASOA/ae_julaug16
https://www.nxtbook.com/ygsreprints/ASOA/asoa_mayjune2016
https://www.nxtbook.com/ygsreprints/ASOA/asoa_marapr2016
https://www.nxtbook.com/ygsreprints/ASOA/asoa_janfeb16
https://www.nxtbook.com/ygsreprints/ASOA/ae_novdec15
https://www.nxtbook.com/ygsreprints/ASOA/asoa_sepoct15
https://www.nxtbook.com/ygsreprints/APTA/g52750_apta_25ada
https://www.nxtbook.com/ygsreprints/ASOA/asoa_julyaug2015
https://www.nxtbook.com/ygsreprints/ASOA/asoa_mayjune2015
https://www.nxtbook.com/ygsreprints/ASOA/asoa_marapr2015
https://www.nxtbook.com/ygsreprints/ASOA/asoa_janfeb15
https://www.nxtbook.com/ygsreprints/ASOA/asoa_novdec14
https://www.nxtbook.com/ygsreprints/ASOA/asoa_sepoct14_AE
https://www.nxtbook.com/ygsreprints/ASOA/asoa_julaug14
https://www.nxtbook.com/ygsreprints/ASOA/ASOA_MayJunAE
https://www.nxtbook.com/ygsreprints/ASOA/ASOA_MarAprAE
https://www.nxtbook.com/ygsreprints/ASOA/ASOA_JanFebAE
https://www.nxtbook.com/ygsreprints/ASOA/ASOA_no4eZine
https://www.nxtbook.com/ygsreprints/ASOA/asoa_fall_2013
https://www.nxtbook.com/ygsreprints/ASOA/asoa_no3_ezine
https://www.nxtbook.com/ygsreprints/ASOA/asoa/asoa_summer_2013
https://www.nxtbook.com/ygsreprints/ASOA/ehr_cust_survey_Apr2013
https://www.nxtbook.com/ygsreprints/ASOA/asoa_no2_2013_ezine
https://www.nxtbookmedia.com