On this episode of the Healthy, Wealthy and Smart Podcast, Jenna Kantor guests hosts and interviews Javier Carlin on the art of listening. Javier A. Carlin is the Clinic Director at Renewal Rehab in Largo, Florida. He is originally from Miami, he graduated with his Doctoral Degree in Physical Therapy at Florida International University and is a Certified Strength & Conditioning Specialist through the National Strength & Conditioning Association.
In this episode, we discuss:
-The difference between nosy curiosity and coaching curiosity
-How to frame questions to dive deeper into conversations
-Verbal and nonverbal signals to watch for during client interviews
-How your clinic environment can help develop deeper client relationships
-And so much more!
Resources:
Life Coaching Academy for Healthcare Professionals
Phone number: (305) 323-0427
A big thank you to Net Health for sponsoring this episode! Learn more about the Redoc Patient Portal here.
For more information on Javier:
Javier A. Carlin is the Clinic Director at Renewal Rehab in Largo, Florida. He is originally from Miami, he graduated with his Doctoral Degree in Physical Therapy at Florida International University and is a Certified Strength & Conditioning Specialist through the National Strength & Conditioning Association.
Javier has always had a passion for health and fitness and his mission in life is to help you get back to doing the things that you love to do, pain-free. His goal is to inspire people to live a healthier, happier, more fulfilling live through simple and effective wellness principles; proper nutrition coupled with a great exercise routine and good sleeping habits works wonders in how you feel inside and out!
Javier enjoys spending time with his family, he loves being by the water either soaking up the sun on the beach or on a boat! He is an avid traveler, enjoys exploring new places and experiencing different cultures. He also has an adventurous side; bungee jumping, skydiving, rollercoasters, cliff diving!
For more information on Jenna:
Jenna Kantor (co-founder) is a bubbly and energetic girl who was born and raised in Petaluma, California. Growing up, she trained and performed ballet throughout the United States. After earning a BA in Dance and Drama at the University of California, Irvine, she worked professionally in musical theatre for 15+ years with tours, regional theatres, & overseas (www.jennakantor.com) until she found herself ready to move onto a new chapter in her life – a career in Physical Therapy. Jenna is currently in her 3rd year at Columbia University’s Physical Therapy Program. She is also a co-founder of the podcast, “Physiotherapy Performance Perspectives,” has an evidence-based monthly youtube series titled “Injury Prevention for Dancers,” is a NY SSIG Co-Founder, NYPTA Student Conclave 2017 Development Team, works with the NYPTA Greater New York Legislative Task Force and is the NYPTA Public Policy Committee Student Liaison. Jenna aspires to be a physical therapist for amateur and professional performers to help ensure long, healthy careers. To learn more, please check out her website: www.jennafkantor.wixsite.com/jkpt
Read the full transcript below:
Jenna Kantor (00:04):
Hello. Hello. Hello. This is Jenna Kantor with healthy, wealthy and smart. I am here with Javier Carlin, thank you so much for coming on. It is an absolute joy Javier. As a physical therapist. He runs a clinic. What is the name of your clinic that you run?
Javier Carlin (00:21):
It's renewal rehab.
Jenna Kantor (00:23):
Renewal. Rehab. In what area though? In Florida. Cause you're part of a chain.
Javier Carlin (00:27):
Yeah, it's in Largo, Florida. So close to Clearwater.
Jenna Kantor (00:30):
Yes. I feel like the key Largo, Montego baby. What are we going to make it? I feel like that's part of a song. Right? Well thank you so much for coming on. You also, Oh, you also do have an online course. What's your online course?
Javier Carlin (00:45):
Yeah. Yeah, so it's a life coaching Academy for health care professionals where I teach healthcare professionals how to become life coaches and get their first clients.
Jenna Kantor (00:54):
Freaking awesome and perfect timing for that right now with everything. Corona. Thank you so much for coming on during this time and giving us both something to do. I wanted to bring Javier in because he has a skill, a magic skill that if you don't know him or you do know him now, you know, he is a Supreme listener. The first thing we did when we got on this call is, he goes, he just asked me questions just to listen what's going on. And I don't, of course I try to emulate it, but I'm not as good at him. You know, like I asked a few questions and I didn't deep dive as well as he does. So I want to dive into his brain and with this pen that I have holding and I'm going to part the hairs, get through the skull into the cerebrum. And so we can really deep dive into how your brain works when you are learning more about others, the art of listening. So first of all, thank you for having that skill.
Javier Carlin (02:08):
Yeah, no, absolutely. I honestly had no idea I had it until someone brought it up. And then looking into, it's kind of one of those things where, you know, I guess you have a skill. But you don't really know it. And then you try to dissect, okay, what exactly am I doing? Right? So, you know, leading up to this interview, I'm like, okay, let me actually think about this and reflect on what it is that I do. And what is it that I don't do? So that I can actually, you know, hopefully provide some value throughout the next few minutes.
Jenna Kantor (02:40):
Yeah, I would love to know. I think I want to just go into our conversation even before hitting the record button. What was in your brain when you first came on? Was it, Oh, I want to know what's going on. I'm just honestly like what was in that led you to start the conversation that way?
Javier Carlin (02:58):
That's a great question. So to be honest, I mean, I haven't seen you in a long time. We haven't spoken in a while. And so, I really, you know, did want to know what's been going on in your life? I've seen your, you know, posts on Facebook, but really had no idea what it is that you've been working on. And I always know you're up to something. So I really had a deep desire to really find out exactly what you've been working on and the people that you've been impacting. Just to know. I don't know. It's like, it's just natural for me. So, yeah.
Jenna Kantor (03:38):
You're like a curious George.
Javier Carlin (03:40):
Exactly. Yes.
Jenna Kantor (03:42):
Do you think that is a big base of it? It's just true curiosity.
Javier Carlin (03:47):
Yes. I think it's a curiosity and definitely curiosity. I'm always you know, really in tune with what people are doing. Cause I feel like it just, you know, looking deeper at it. I feel like there's, it just, I come from a place of always wanting to learn more about someone, deeply understand what they're doing and why they're doing it. Cause I think there's a lot to say about that. And it's very similar with you know, health care professionals in the sense that we're working with patients all day and we are truly, really trying to figure out you know, what's going on and where they want to get to and understanding really what they truly want the outcome to be when it comes to us helping them throughout, you know, our physical therapy and other rehab professions. And it's no different. Like that's the same, the same curiosity that I have when I, you know I'm serving patients I have with people in general. So I do believe that curiosity is a big thing and having the curiosity that's a, not in a nosy curiosity but more of like a coaching curiosity and really figuring out what's behind the words that someone is saying.
Jenna Kantor (05:02):
What do you mean by nosy versus coaching? Would you mind going into more depth on that?
Javier Carlin (05:09):
So, yeah, absolutely. So I believe, and this is, you know, there's a clear you know, when you're having a conversation with a friend, you're not really thinking about all these things. And then I think deeper into the coaching side of things, you start to think about the specific things. So when it comes to a nosy curiosity, there's always a story that someone's telling you and sometimes the story isn't even related to what the person is actually dealing with. So people use the story to kind of, let's see how I can put this to separate themselves from the interaction that you're having. Cause it's sometimes it's stuff for us to have conversations with people and really get deep down into our own emotions. So the story around it as you know, as someone who's dove into life coaching the story is actually at times something to distract people from that. And sometimes what I mean by nosy curiosity is that we actually get involved in that story, which has nothing to do with why the person is talking to you in the first place.
Jenna Kantor (06:09):
So it's like this superficial, superficial kind of thing, superficial thing, right?
Javier Carlin (06:13):
So instead of being nosy and it's the actual story and talking about the people that were in their story, we want to, you know, kind of separate that from the actual person and have a conversation about them and why that situation affected them as a person, not, you know, bringing everyone else. So that's what I mean by nosy. And he knows he's trying to get involved in their story and you know, getting involved in not just their emotions but everyone else's emotions and why they hate their boss and why this and why that. So it's really separating that from what they're telling you.
Jenna Kantor (06:45):
Hmm. I like that. Yeah. Yeah. Could you just keep talking cause I don't even know what question to ask next just because I'm really taking that in right now. Just tell me something else more about listening. Cause I know you came prepared just because when you're going into this, you just opened up a world of how much, I don't know, just from even that concept. So I feel a bit of the, honestly a lot of loss of words for it because just even that concept of the superficial versus diving deep down in, I guess my next question would be then when you deep dive in and you're getting, doing those investigative questions to really find out what really is the core of what's going on, how do you phrase your questions too? Because you're probably going to get to some real personal stuff. How do you do it delicately with them? So that way as you are deepening, deepening your listening, you're not invading their space.
Javier Carlin (07:54):
That's a beautiful question. So, I think a lot of it comes before you know, before you dive into that. So you know, you've heard of obviously you're building rapport, building trust, and at the end of the day, if someone's coming for help it typically comes with an idea that, okay, I'm going to have to, if I want someone to help me, then I have to open up to them. Otherwise, you can't really help someone. So I think, you know, it comes with that understanding and I think a lot of it also comes from coming from a place of neutrality. So not tying your emotions and your ideas and your thoughts and your beliefs and your opinions to what the person is telling you.
Jenna Kantor (08:37):
That's hard. That's hard. Yes. Very hard. Yeah.
Javier Carlin (08:41):
It really is. And, that's where, you know, that's when someone can actually feel that you're trying to either push them in a direction that they don't want to go, or that's where that nosy type of know feeling comes in, where they're like, Oh, like why are you, why are you asking me that? But I think the second thing is whenever you make an opposite, whenever you make a statement that's more of an observation or a fact
Javier Carlin (09:08):
As opposed to, you know, something that's a bit more emotional, you want to always end with a question. So as an example, a question. So after every statement you want to end with a question saying, Hey, you know, what's true about that? Or what comes to your mind when you hear that? Those, two questions allow you to kind of pull yourself from Hey, listen, what comes to your mind when I say that? As opposed to I'm saying this because Hey, you should do this or you should do that. Or you know, that came out like pretty that that came out as if, you know, instead of saying, Hey, you sound angry. Right? It's saying, okay, like what, you know, when I heard that it sounded like you, you know, there was some anger and what's true about that and now you're giving them the ability to respond back to that.
Javier Carlin (09:57):
So now it's more of an observation as opposed to kind of like telling them, or you know, letting them know, Hey, you sound angry. Right? There's more emotion to that. It's more of like, Hey, you're coming at me now. That's when someone can get a bit defensive or feel like their space has been invaded. But when you just state a fact and then ask them a question, it makes it a lot easier to have that conversation moving forward. I hope that, does that make sense?
Jenna Kantor (10:25):
Yeah, that does. That does big time. It actually connects, it brings it back to a conversation I had with my brother. I'm going to go a little deep on my own thing. I remember my older brother and I don't have a good relationship, but this is back in high school and there's a point to this that's not just about me, even though if anyone knows me, I love talking about myself, but he, I remember there was one evening where he was more of a night elephant, and we started talking. It was a rare time, was a rare opportunity when you just get into a deep conversation about life and anything and we were already at least an hour or something in and I'm just feeling my eyes shut on me. And I remember going through this like I have two options to continue this conversation to continue this conversation with him.
Jenna Kantor (11:29):
So I remember I had this opportunity to continue the conversation and force myself to stay awake and I felt like it was a very vital conversation. There was this little thing that was like, if I cut this off, it will be cutting off something big in our relationship. Me not being here to be part and present when he's open and being open to talking to me, for me to be able to hear what he has to say. Do you think that and it has over time now we don't have more. We have more solidly not a strong relationship. Do think there are conversations like that that exists that if you are not present and listening and you push it away too soon, it could actually cause damage to that relationship long term.
Javier Carlin (12:33):
Oh, 150%. Yeah, absolutely. Absolutely. Yeah. Yeah. and you know, it's tough. You know, diving back into exactly, you know, what you were feeling and how you're feeling and why perhaps that conversation was maybe at that time of interest or something that, like you were saying, you know, you felt like maybe falling asleep.
Javier Carlin (13:03):
So, you know, there's a lot to it that we could dissect really. But yes, I do agree with that. I think what happens in many conversations especially, you know, looking into it even deeper, it's, you know, when people have make offhand comments you know, short little statements in between the conversation that you're having. Most people are quick to kind of just let that pass. But that's what the person truly deep, deep inside is actually feeling and really wants to talk about. Everything else is just surface level. So, you know, exploring those offhand comments goes a very long way. And that's when people really know that you're truly focusing on them. And listening to them and that's where you get into those deeper conversations now. Again, back to the story that you just shared. There's so many different factors when it comes to that, but I definitely do believe that that can have a massive impact on, you know, the relationship moving forward and with anyone with, you know, your patients, your clients, people remember how you made them feel and that really, really sticks.
Jenna Kantor (14:19):
Yeah, you guys can't see me, but I'm like, yes. Hey man, I feel like I just went to church on that. But it's how you made them feel. So then, back to the clinic, you could have say a busy time, a lot of people, a lot of patients and everything and your time is running short. How do you cater to these conversations? If you see that there needs to be more time or if you do need to cut it shorter, how do you continue to feed that relationship, that trust? So you can have find an opportunity maybe later to spend more time listening to them. If you don't have it right then.
Javier Carlin (14:52):
That's a great question. I think there's several different ways to do it. I'll speak to more cause there's a tactical way of doing it and that's, you know, with I guess you can call it, you know, nature and the relationship through other methods with text messaging, emails and all those things. Right. Where you feel that connection with someone and continue to develop that relationship over time through sometimes automated, you know, systems and or where you're actually just sending a mass email, you know, once a week where it can still actually help to build a relationship. Right. But on the other front, you know, with our clinic specifically the way that we do that, because we do work as a team cause we are, you know, we do have insurance based model.
Javier Carlin (15:40):
So we do see several patients an hour. Because of the team that we have where for us specifically, it's a PT, two PTAs and two techs. Once we have a fully established clinic and got into that point that is where the PTA is that we have actually step in to treat the other patients that are there. And if I noticed, cause there's a lot of so when it comes to listening, there's, you know, when people say active listening, active listening really is it's not just listening to the words that are coming out of someone else, someone else's mouth, but also painted with everything else that's going on the unsaid, right? You really want to explore the unsaid. And that comes with a body language. You know, a visual cue is a body posture. You know, the way someone says something, their tone, their pace, right?
Javier Carlin (16:28):
And obviously as you get to know someone, you really get to feel how they feel when they're having a great day and when they're having a not so good day. So, you know, not letting, again, kind of like not letting offhand comments go. You don't want to let those, the visual kind of feedback that you're getting you don't want to let that go either. So, when you do see someone that's in that specific state where they might be disappointed, angry, upset, frustrated, you want to make sure that you address that right there. And then, and the way that we do that specifically at the clinic is we take them into the evaluation room and we can do that because of the fact that we work as a team, everyone on the team knows exactly what every single patient should be doing and knows them at a deep level so I could actually step out and have that deeper conversation with whoever needs it at that time.
Javier Carlin (17:20):
We'll sit for, you know, five, 10, 15 minutes, however long we need, really to explore what is going on at a deeper level so that we can ensure that they don't drop off. Cause typically what happens is that when you don't, when you just kind of let that go, that's where you get a patient call in to cancel and then it happens not just once, but twice, three times, four times, and then they ghost you. So that's how we handle that situation.
Jenna Kantor (17:50):
Absolutely. Absolutely. I think that's a really important thing to put into place. So for clinics alone, how would you, if they don't have something set up and say they're a busy clinic and they don't have something set up where people can have the time to necessarily sit and listen, how could they start implementing that in order to improve the relationships with their patients and then they're showing up?
Javier Carlin (18:13):
Yeah, that's a great question. And I think there's so many variables depending on how the clinic is set up and ran. I believe that, you know, I think as you know, obviously as physical therapists ourselves, I think our first instinct is to always like go to like the physical, right? Like, you're feeling this way today. Okay, don't worry. Like, we're going to make you feel better after this. It's like, wait a second. Well maybe the person, maybe for those initial 30 minutes, they don't even need, you know, therapeutic exercises or whatever it is that we're prescribing them for that day. Maybe they just need to have a conversation, right, for 20, 30 minutes and just to let it all out. And those 30 minutes of actually just talking to them just because we can't bill for that time technically. That's going to be the difference maker between them actually seeing the results longterm and dropping off. So it's making that clear distinction and deciding, okay, what this person needs at this point in time is not, you know, to do a core exercises or to get manual therapy. What they need is to just have a conversation about what's going on in their world. Cause ultimately that's what matters the most event.
Jenna Kantor (19:28):
So yeah, true question. I think that was great. That was good. I just want you to know, okay. So then during this time, the Corona virus, what has your clinic been exploring on a listening standpoint with the switch to virtual to try to fit those needs? Like, I don't know, it's kind of an open ended question for you to interpret this however you'd like.
Javier Carlin (19:58):
Yes. So I think, you know, it's been, to be honest, it's been a challenge. And the biggest reason why is, you know, knowing that tele-health existed for, you know, the last year, two years, et cetera. And, has been existing, we didn't really make a push to have that as an additional service. So what's happening now is that it's like physical therapy, right? A lot of people still don't know what physical therapy is and it's not something that they necessarily want. It's just something that they need. Right? So, same thing with telehealth. It's something that, you know, now we're adding to things that people don't know, which is physical therapy and telehealth. And now we're, you know, most people are now trying to figure out, okay, how can we push tele-health without, you know, having any like, previous conversation about this.
Javier Carlin (20:53):
So that's where the challenge lies is that you have people who are, you know, the ones who do know what physical therapy is. We're coming in and you know, when they think of PT, they have this, you know, they have this picture in their mind because it's what they've been doing for the past, you know, X amount of weeks and now you're trying to get them to jump on to a different type of platform to, you know, provide a service that in their minds can only be done in person. So what we've seen started to do is we've started to offer complimentary telehealth visits. So the first visit is completely free 15 to 20 minutes in length. And offering that first, you know, giving the patient an opportunity to experience what it's like and showing them how valuable it can be.
Javier Carlin (21:39):
And then from there deciding to make an offer for them to actually purchase, you know, X amount of business. And typically, you know, your time is your time, so you want to typically charge the same that you would an actual in person session. But because this is so new, we have decided to offer it at a very, very low rate. So that barrier to entry is a lot less, especially in this time where you know, people's finances might not be at their all time high, or at least, they're not going to say, they're a little bit more reserved with what they're spending their money on. People are still spending money, but with what they're spending their money on. So that's how we're handling that now. A lot of, you know, constant communication through text messages, emails and just listening.
Jenna Kantor (22:34):
Yeah, yeah, yeah. Yeah. That's amazing. Thank you so much for coming on. Is there anything else you want to add in regards to the art of listening that you think is a key point for people to take home with them?
Javier Carlin (22:47):
Yeah, so I think the last thing, and this is actually a quote from Stephen Covey and I have it here cause I didn't want to butcher it, but basically he says most people do not listen with the intent to learn and understand. They listen with the intent to reply. They are either speaking or preparing to speak. So that's it.
Jenna Kantor (23:09):
That's great. That's a really good quote. Sums it up. Yeah. Well thank you so much for coming on Javier. How can people find you on social media? What are your addresses on Facebook, Instagram, all the above?
Javier Carlin (23:32):
Sure. So I'm on Instagram. I'm at @drJavierCarlin. So dr Javier Carlin on Facebook have your Carlin's so you can just look me up there and friend request me. I do have life coaching Academy for healthcare professionals a Facebook community. So you can always jump into that as well with a podcast coming out soon. And I think that's it. If you want to send me a, you know, text message and just link up my phone number is (305) 323-0427 to have a conversation.
Jenna Kantor (24:05):
I love that. I love that so much and if you guys want to see or hear him in action, if you're in the group or even in his future podcast, you'll see from the way he interviews and speaks with people how he really uses his curiosity and deep dives and learns more and listens so well. Just watching him in action alone, aside from just even experiencing it yourself, you'd be like, Oh wow, he's good at this. I feel very listened to, thank you so much for coming on. Everyone jumping in, thank you for joining and have a great day.
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