Soft vs Technical Skills: What's the difference?

As published in the January 2024 issue of Ophthalmology Business Minute. To subscribe, visit their website.

You're an 'outlier.’ You strive for excellence in your practice. Good is not enough for you. That's why you're reading this, right? We thought so, which is why you're going to really get into this  conversation on 'soft skills.' 

Training and expertise in technical skills are non-negotiable in our premium practices. It's of the utmost importance that patients are safe, that patients are informed, and that we care about their well-being. 

The problem is that patients can 'be' safe, informed, and cared for, yet not 'feel' it. Technical skills ensure the 'being,' while soft skills create the 'feeling.' 

Patients can be interested in our premium procedures and yet not feel comfortable scheduling their procedure. Patients can have an excellent outcome and still not be impressed with our experience and tell everyone they know that they must choose us. Patients can have complications or a slow recovery that is beyond our 

control and feel that it's somehow our fault. This is where soft skills come in. 

Picture this: You're bungee jumping. The tip of your sneakers extends over the platform. You can see all the way down to the river at the bottom of the ravine you stand over. You're all harnessed up. Your heart is beating faster, your palms are sweaty. It's almost time to jump. 

The attendant says, "Hi, I'm Nathan. I'm going to get you ready," and performs what you know must be a safety check as you hear clips snap. He says, "You're all set. Don't look down. Anytime you're ready." You are safe. You logically know you are safe. 

Now, let's change the experience slightly: You're harnessed up, your heart is beating, your palms are sweaty, it's 'go' time. The attendant says, "Hi, I'm Nathan! I've been doing this for two years, I've jumped hundreds of times myself, it's a total rush! I'm going to make sure you are safe and ready to do this!" Nathan performs the safety check and talks you through what he's doing as he snaps the clips, explaining what will keep you safe as if he were a tour guide. He banters, "You're going to totally LOVE this! It's so much fun." He locks eyes with you and smiles, "How do you feel? You've got this. Are you ready?" You are safe. Now, you also feel safe... and 

informed... and connected. 

Feel the difference? Technical vs soft skills. Nathan demonstrated  the same competent technical skills in both encounters but also used intentional soft skills during the second for a completely different experience. 

Outside of healthcare, we provide training for 'customer' focused teams that are completely focused on soft skills. Why don't we in our practices? For most of us, it's because we lack effective, enjoyable(!), and sustainable team training and onboarding programs that fit their roles and the patient experience. 

If you resonate with this conversation, you're just the kind of visionary who is changing the way we do healthcare. We are too. You just need the tools, and we've got you covered.

Christine Scarlett & Lauren Weaver

Co-Founders, The Patient Whisperers & upSKILLery