From Chameleon to Connector: Advancing MSL Impact Through Empathy

On Monday, I shared how Medical Science Liaisons (MSLs)—like chameleons—adapt their agenda and style to meet the moment. Today, let’s take that one step further.

Taking our listening to the next level is when we demonstrate empathy. Here we identify and address the emotions expressed by the KOL based on what we see and hear in an authentic manner. This takes practice but when we are empathic, we move away from trying to fix a problem and can see what someone needs or feel what they feel, fueling our understanding of their perspective. Here are some ways to show your empathy:

• “How will this impact you?”

• “I can see why that would upset you.”

• “I appreciate you sharing that with me.”

• “That must have been frustrating.”

• "What do you need from me?"

Embedding these skills into our way of working demonstrates active listening. Here, we correctly identify the emotions behind the KOLs words to get to the underlying issue or challenge. The connection you make when empathetic and actively listen will enhance your relationship and provide better insights and outcomes.

KOLs deal with many pressures throughout the day, and your meeting may follow a tough conversation with a patient or a fight with the insurance company about trying to secure your medication. Adjusting to your environment like a chameleon and reading the emotions of a situation through active listening is an important part of the art of being an impactful MSL. KOLs will engage at a different level when they feel heard and understood.

Consider your last three KOL meetings. How would you rate your listening skills? What one change can you make to take your listening to the next level this week?