ADE Advantage

ADE Advantage Lifestyle Profiling

Why:

-      denial is overcome by emphasizing what is important to the person

-      removing suspicion (gaining trust/confidence)

-      building trust/confidence by uncovering their unique needs, challenges and lifestyle changes

What needs to be accomplished:

-      prioritize at least 3 specific needs to the patients (trust)

-      agreeing on common goals

-      overcome denial/feel the pain

-      confidence in practitioner

-      shows patient is important and we care about their needs/lifestyle

The purpose of using Lifestyle Profiling questioning is to properly customize Lifestyle Profiling Needs to the patients needs. (The Bernafon Lifestyle Profiling (BLP) are similar to the Client Oriented Scale of Improvement - COSI). Our goal is to develop BLP NEEDS for what the patient actually tells us. We are not developing BLP NEEDS for the Activities in which we think the patient wants to improve. . It is important to be a good listener and assume nothing.

There are four types of questions that you will be using throughout the HHTesting Protocol. To remember them use the acronym ADE or Activity, Difficulty, Emotion-Explicit Needs and Advantage.

The way to Develop your patients ADE Needs –

Use the ADE Advantage Questioning Process

§  Activity – data gathering. “Tell me about your hearing.”

§  Difficulty – explore problems, difficulties and dissatisfactions in areas where a lack of hearing might affect the patient’s communication, relationships or enjoyment of life.

§  Emotion-Explicit Needs – Very important, helps person understand consequences of problem and urgency of correcting it.

§  Advantage – Most important, these questions allow the patient to tell you the benefits the solution can offer.

§  (Top performers ask 10 times as many emotion-explicit needs and advantage questions as average performers)

To fully understand how to ask the right questions you first need to be able to tell the difference between…

Implied Needs – Definition: Statements by the patient of problems difficulties and dissatisfaction. 

   EX: “I can’t hear the TV.”

Explicit Needs – Definition: Statements by the patient of wants or desires.

   EX: “I want to hear the TV better.”

The purpose of asking our patients’ questions is to uncover Implied Needs and to develop them into Explicit Needs.

Activities Questions

§        Used to collect facts, information, and background data

§        Are not positively related to success (asking or not asking doesn’t make a difference)

§        Inexperienced individuals typically ask more of the questions than experienced people

§        Need to be used carefully and each should have a purpose

§        People get bored if asked too many

§        Benefit the seller not the buyer

§        Are easiest to ask

Difficulty Questions

§        Are used to probe for problems, difficulties, and dissatisfactions

§        Allow for implied needs to be stated

§        Are more strongly linked to clinician success than Activity Questions

§        More experienced people ask a higher portion of these than Activity Questions.

§        More powerful in smaller sales than larger sales

Emotion-Explicit Need Questions

§        Uncover more than just the problem and offer a solution-where these come into play

§        Take a problem that the buyer perceives as small and builds it up into a problem large enough to justify action

§        Help inexperienced people be more successful-especially to those who don’t think they can

§        Powerful in convincing decision makers to take action

§        Powerful in high-technology solutions to address a real need

§        Though extremely effective, they can be more problem-centered and bring out sad emotions

§        Emotion-Explicit Need questions are the most important questions to ask. DO NOT SHORTCUT THIS STEP.

SAMPLE ADE Questions

Activity Questions about TV How important is it for you to hear the TV? Does anyone ever tell you that you play the TV too loud? Who? What kind of programs do you like to watch?

Difficulty Questions about the TV Do you always understand the voices on TV?  Tell me more about that. Do you miss the punch lines of comedians' jokes? What would you like to hear better on TV?

Emotion-Explicit Need Questions about the TV How is your enjoyment of TV affected by your hearing? How is your family's enjoyment affected by your hearing? Is TV less enjoyable because you don't hear well? Have you skipped watching your favorite program because of your hearing? Is it enjoyable for you to watch TV together with your spouse, or does your hearing get in the way?

Activity Questions for the Telephone Who do you talk to on the Telephone the most? Do you always hear the telephone ring?

Difficulty Questions for the Telephone Who do you have trouble understanding on the phone? How long have you had problems on the phone?

Emotion-Explicit Need Questions for the Telephone Are there important telephone communications you are missing? Does your ______ express frustration with you when you have to ask to have things repeated? How do you think it makes your _______ feel?

Activity Questions about Religious Service - Meetings Do you attend church regularly? Can you hear the sermon? Do you socialize after church?

Difficulty Questions for Religious Services - Meetings How important is it for you to hear well in religious services? What parts of the service can't you hear well? Does it bother you that you miss things in religious services?

Emotion-Explicit Need Questions for Religious Services - Meetings If you have difficulty hearing at religious services, is it causing you to attend less frequently? I'm sure not attending church is upsetting.  Is that the only effect, or is your quality of life affected as well? How do you feel about missing out on the different parts of the service? How is your enjoyment of church affected by your hearing? How is your relationship with your pastor, rabbi affected by your hearing loss?

Activity Questions about Spouse/Family/Significant Other When is it most difficult to hear your wife? Are you asking her to repeat a lot?

Difficulty Questions about Spouse Do you avoid talking about things together, because of your hearing? Is your wife complaining about having to repeat for you? Are you able to hear and understand your favorite programs? What are they?

Emotion-Explicit Need Questions about Spouse How does your wife feel about your communication with her? Is your hearing causing some stress in your relationship? Is your wife frustrated with you because of your hearing? Have you lost some of the enjoyment of some of things you used to do together?

Activity Questions for a Spouse (Third Party) How much time do you spend with your spouse? What activities do your spouse and you enjoy doing together? How long has your spouse been having difficulties hearing? Does your spouse wear their hearing aids on a regular basis? Do you turn and face your spouse when you communicate with them or do you often talk to them with your back turned?

Difficulty Questions for a Spouse (third party) Are you satisfied with how your spouse currently hears you? Does your spouse       Ask you to repeat yourself?       To turn the TV up louder than              you would like?        Seem to ignore what you              say? What happens when you go to a restaurant and try to have a conversation? Does your spouse's current hearing aids seem difficult for him/her to use? What are the difficulties you find your spouse having with their hearing?

Emotion-Explicit Need Questions for a Spouse (third party) What effect does your spouse's hearing difficulties have on your relationship? Could your spouse's hearing difficulties be causing tension between the two of you? Does your spouse's hearing difficulties keep you from the activities you care about? Would you say that you find yourself pulling away from conversation at restaurants with your spouse? What are the consequences to the quality of your spouse's life, because he doesn’t hear appropriately.

Generic Activity Questions for…Remember these are only sample questions. Each practitioner must tailor their questions to their patients needs. Key words/sayings are: “Tell me more…” “Who?” “What...?” Review the section above describing ACTIVITY QUESTIONS

Generic Difficulty Questions for… Remember these are only sample questions. Each practitioner must tailor their questions to their patients needs. Key words/sayings are: “What happens when...?” Review the section above describing PROBLEM QUESTIONS.

Generic Emotion-Explicit Need Questions for… Review the section above describing IMPLICATION QUESTIONS.