Everyday Oral Surgery People Skills Aren’t Soft, They’re the Hardest, Yet Most Profitable Skills to Develop (with Executive Coach Kathie Lumbard)
Aug 4, 2025
Kathie Lumbard, an executive and Gallup Strengths coach, discusses the often underappreciated importance of people skills in patient care. She explains why these ‘soft’ skills are actually some of the hardest to master and highlights their direct correlation to profitability. The conversation delves into building trust through effective communication, fostering a feedback-safe environment, and the value of using names in interactions. Kathie also shares strategies for enhancing team dynamics and emphasizes the role of emotional intelligence in today’s tech-driven world.
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People Skills Are Hard Skills
- People skills, often called soft skills, are actually the hardest skills to master but are extremely profitable when done right.
- Trust and fear are the two fundamental drivers of behavior influencing team and patient interactions.
Trust Deficit in Leadership
- 77% of individuals don't trust leadership, according to Gallup research, which severely impacts team and patient trust.
- Higher team trust increases patient trust by 10%, leading to better retention and profitability.
Build Trust with Roles and Curiosity
- Set clear roles and expectations but allow flexibility for adaptation in patient-facing teams.
- Replace "tell-do" leadership with curiosity-driven questioning to build trust and engagement.
