In this episode, Dr. Hales and Caitlin discuss:

-How to overcome improv fear.

-The principles of improv

-Approaching Improv’

Key Takeaways:

” As a facilitator, when I work with the whole team at once, it starts with modeling that behavior yourself as a leader.” – Caitlin Drago.

Connect with Caitlin Drago:

Website: https://www.inspireimprov.com

LinkedIn: https://www.linkedin.com/in/caitlindrago

X: https://twitter.com/caitlindrago

Facebook: https://www.facebook.com/InspireImprov

Get the new book, “Approaching Improv, Communication and Connection in Business and Beyond”   https://www.inspireimprov.com/approaching-improv

Connect with Barbara Hales:

Twitter:   https://twitter.com/DrBarbaraHales

Facebook:   https/www.facebook.com/theMedicalStrategist

Business Website: https://www.TheMedicalStrategist.com

Email:   halesgangb@aol.com

YouTube: https://www.Youtube.com/TheMedicalStrategist

LinkedIn: https://www.linkedin.com/in/barbarahales

Books:

Content Copy Made Easy

14 Tactics to Triple Sales

Power to the Patient: The Medical Strategist

TRANSCRIPTION (149)

Dr. Barbara Hales: Welcome to another episode of Marketing Tips for Doctors.

Today, we have with us Caitlin Drago. Her mission is to create cultures of empathy, creativity, and trust, beginning with how people communicate and connect. She is an LA-based actor turned upstate New York-based certified leadership coach, trainer, and facilitator. Acting taught her to be present, self-aware, empathic, and to connect with others. Improv taught her to listen, trust your gut, and deal with the unexpected in a positive and creative way. She now works with leaders and teams to help them listen to one another, communicate, and connect, using improvisation as a platform for interactive learning. Welcome to the show, Caitlin!

Caitlin Drago: Thanks for having me, Barbara!

From LA to Improv

Dr. Barbara Hales: The first thing that crossed my mind, Caitlin, is that there is a world of difference between LA and upstate New York, as well as the career shift. How did all this happen?

Caitlin Drago: So, I grew up in upstate New York, went to college there, and I went to school for acting. When I graduated, it was a question of New York or LA. I had visited LA while I was in college, really fell in love with it, and was intrigued by the TV and film industry. With that being the case, that’s how I managed to get myself out to California. As I got into my late 20s and wasn’t progressing in my career as I hoped, and being far away from family, I decided it was time to move on and have my next adventure. Coming back to upstate New York, I knew that companies in New York, LA, and Chicago used improv for communication building team building, and some interpersonal skills. However, there didn’t seem to be anyone in the Rochester area, where I live now, at the time. So, I saw an opportunity, saw a place where I could serve, build a skill, and use what I already had in a different way. That’s the very short version.

Improv Presence in Healthcare

Dr. Barbara Hales: Thanks. So I could definitely see how doctors’ offices, and health professionals in general, need to have their staff a little bit more connected and engaged with the patients, as well as be more empathetic especially when there is one patient after another after another, and being bombarded with questions that can be very harrowing. Being connected to the people that are asking these questions may not be their forte. So, hence, I think that even in the health professional world, you really perform a very helpful function. What do you think is the most important rule in improv?

Caitlin Drago: I think it gets to what you’re mentioning of being able to be present. Improv is all about listening. The number one rule is that we always say ‘yes, and.’ That means whatever our partner throws out there as the idea, we accept that as the idea of the moment, and then we add on to that idea. I always say you can’t add on to something you didn’t hear. So, it really forces you to be present in the moment and listen to the person in front of you so that you can add on to what they said, instead of pushing through the idea that you came into the conversation with or thinking more about your response versus really being present and listening to that person.

When I think about doctors and people in the medical field in general, I think about how I feel as a patient or as the mom of a patient sometimes coming in. Sometimes it’s, everything’s fine; it’s just annual. Many times it’s not. There’s something wrong, something that I’m worried about, or something that I’m worried about for the young person who I’m accompanying. So, I’m already in a state of survival mode, fight or flight. I’m not able to think 100% clearly. And so, I understand on the other side, to your point that you said before, that you’ve got patient after patient after patient, and it’s hard to be present with each and every one of those people.

But when you are coming from a place of also being stressed out, in fight or flight too. So, you’ve got two people in a room who are not operating from their best brain function. And, gosh, what a gift it is when you do have a doctor come in and be present with you and let you know that you have been heard. It helps to bring down those cortisol levels so that as a patient, I can actually hear what you’re trying to tell me as a physician. All of that to say, the biggest rule is to say ‘yes, and,’ and that forces us to be present with that other person. It doesn’t mean you have to agree with everything they’re saying. It can be, ‘Yes, I am here. Yes, I’m listening. Yes, I’m with you. And we are on the same team.

Dr. Barbara Hales: That’s good. And, of course, when you say ‘yes,’ they may not realize you’re not agreeing with them, so it takes them out of combat mode.

Caitlin Drago: Exactly. You take yourself out of being one of those potential threats.

Improv Principles

Dr. Barbara Hales: Especially when you were in the room alone. How do improv principles translate to the workplace, besides what we just discussed?

Caitlin Drago: Well, I think there are many ripple effects from this, yes-and principle. I’ll add to that. Another significant rule I focus on with clients is the idea of always looking to make each other look good. As an improviser, it’s not about finding the brilliant thing I’m going to say to make everyone laugh and think I’m great. Instead, it’s about setting up my teammates for a laugh. We translate this by understanding that if we have something we’re working on, or someone we’re working with, we don’t have to do it all ourselves. There’s likely a team of people around us willing to help or eager for a learning opportunity. It might be something we’re struggling with, and there’s someone nearby with the specific skill to assist.

Understanding the strengths and passions of those around us allows us to work together more effectively. If we all try to make each other look good, we all end up looking great in the end. This mindset challenges us to seek the good in others, find what is right or true, and identify that little piece we can agree on, even in high-tension situations. It doesn’t have to be two people battling; it can be acknowledging agreement and building on that in a more productive way.

By adopting the ‘Yes, And’ mindset, we encourage others to come to us with their ideas, whether great or awful and, most importantly, when there’s a problem. Creating an environment where people feel comfortable approaching you builds trust. Instead of a group of people afraid of how you might react, you foster a culture where addressing problems is welcomed and solutions can be collaboratively found.

Overcoming Improv Fear

Dr. Barbara Hales: Yeah, I think what you said is absolutely key. So, would you say that teaching that statement, emphasizing that it’s about them and not about you, enables them to overcome the fear of doing improv?

Caitlin Drago: Absolutely. When I work with a team and let them know we’re doing improv together, they’re usually not super excited about it right off the bat because it does sound scary. What I like to remind people is that it’s something they’re already doing. No one got a script this morning when they woke up. So, we’re sharpening a skill we already have.

I think about the first event I attended when things started opening up a bit after COVID. I was really out of practice just talking to other people in person. In that moment, I made a commitment to myself to just listen, be there, and not feel the need to be the smartest person in the room or contribute something brilliant to the conversation. Just focus on the other people, and listen, and when we do that, they feel more valued. Oddly enough, we bring our more authentic selves because we’re not trying to be something we think we’re supposed to be in that moment. We experience that with a little less fear because we’re focusing on something outside of ourselves.

Dr. Barbara Hales: Exactly right. What I tell physicians and health professionals I’m coaching is that you don’t have to prove how great you are; they already think you’re great. That’s why they’re at your office instead of going to somebody else’s. Now, it’s about them, not you. They already know you’re great; you don’t have to prove it.

Leadership and Modeling Collaboration

Dr. Barbara Hales: So, what advice do you have for a leader who wants their team to listen and collaborate? Sometimes there’s backstabbing in the office, people feel they wouldn’t do things the same way as others, or they seek recognition they’re not getting, leading to jealousy. How do you eliminate all that and get everybody to work as a team moving forward?

Caitlin Drago: As a facilitator, when I work with the whole team at once, it really starts with modeling that behavior yourself as a leader. Be the person who says ‘yes, and,’ be the one people can listen to, and show others that you’re there to set them up for success. Demonstrate that you can step out of the spotlight of leading something and let somebody else have a go at it for their own growth. It really starts with modeling.

Effective Listening

Dr. Barbara Hales: What would you say to an office or health professionals in the office who express concerns, saying, ‘This sounds great, but I’m inviting them to spend a long time talking to me, and I don’t really have that type of time designated for the appointment. Theoretically, it may sound great, and I want them to know that I’m listening, but I really can’t perform that way for an extended length of time, given that the appointment isn’t scheduled for an extended period, right?

Caitlin Drago: Yeah, you can only listen to so much. I would say to that, at least again, just bring your presence. Even if it’s a small amount of time, let them share what’s going on, and maybe reflect back for a better understanding, so you can gain clarity and use that time more effectively. Then, you can always bring it back to the mutual goal, that we’re here to help with XYZ. I understand what’s happening, and then move the conversation forward in the way you need to.

Approaching Improv

Dr. Barbara Hales: That’s a great tip, and my listeners would appreciate it. I’ve thoroughly enjoyed hearing all of this too. Now, I want to divert a little bit towards something I recommend for health professionals, and that is writing a book. Your colleagues are undoubtedly as knowledgeable in the topics as you are, but there’s a perception that if you write a book on a topic, you’re the authority in the field. Being perceived as an authority can bring a level of semi-celebrity, and people would prefer to seek consultation with you over your colleagues. I understand you have a program about book launching for those who have written books or something to that effect.

Caitlin Drago: I don’t have a program about book launching, but I did recently write a book called ‘Approaching Improv: Communication and Connection in Business and Beyond.’ For those considering writing a book or experiencing some blockage, I can share my own experience, and perhaps it will resonate with others. I had wanted to write a book for a while; it was an overall goal of mine for all the reasons you laid out.

However, I put pressure on myself to make it something completely new, mind-blowing, never said before. A colleague who had written a few books told me, ‘Yes, everything’s been written, but what you bring to it is your perspective and experience. The way you communicate with your audience, the people drawn to you as a professional, this book is for that small group of people. It doesn’t have to be for everyone, and it doesn’t have to contain completely new information.’ If this is holding you back, I encourage you to go ahead, maybe get a book about reading books (that’s what I did first), and then go for it.

Dr. Barbara Hales: But of course, what you may not be viewing it as—essentially, it is for some people—is information about how you present a book to those interested in your topic and rid yourself of the blocks you have. In a sense, you are giving keys to other people with other books. I’m sure everyone would really love to read about it. Is this book out yet?

Caitlin Drago: Yeah, it comes out on November 14, which is when we’re recording it next Tuesday. It covers what I’m calling the improv approach, combining the idea of saying ‘yes, and’ with making each other look good. I go through all of that, and the ripple effects it can have. Then, it delves into different communication skills where you likely already have some base knowledge, whether that’s giving and receiving feedback or having difficult conversations. It takes those skills and explores how we can make these conversations even more effective by infusing the improv approach. I understand that the idea of doing improv isn’t super exciting for everybody, and one thing I pride myself on is making improv approachable—something that anyone can do. That’s why the book is called ‘Approaching Improv.’

Dr. Barbara Hales: Okay, so I assume that it is available as a Kindle book.

Caitlin Drago: Yes, it is. It’s available as a Kindle book and in paperback.

Dr. Barbara Hales: Will you consider an audiobook in the future as well?

Caitlin Drago: Absolutely. That’s one of the goals for next year, for the new year.

Final Word

Dr. Barbara Hales: Great. Well, I suggest everyone listening run out and get this book next week, hot off the press. I believe the information can translate to all walks of life and will help you move forward. Thank you so much for being with us today on the show, Caitlin.

Caitlin Drago: Thank you for having me!

Dr. Barbara Hales: This has been another episode of ‘Marketing Tips for Doctors’ with your host, Dr. Barbara Hales. Until next time!