What a Standing Ovation Taught Me About Human Connection

Last weekend, I gave the opening keynote for FSHP’s 60th Annual Meeting, and I got my first standing ovation. But I don't think it's because I gave a better speech.

In the room were mostly pharmacists, pharmacy technicians and students who work in hospitals and health systems.

Now, I don’t work in healthcare, and I never have.

And something about this event had me feeling extra pressure. I noticed during my prep, I kept feeling anxious.

Like I was an outsider with something to prove. Like I had to be someone else for these clinical experts to connect with me.

Turns out, the opposite is true.

And here’s what I learned about what truly makes a message connect without losing yourself in the process.

1. DON'T PRETEND TO BE AN EXPERT
   My message was clear:
   
   “I’m not here to teach you about pharmacology, I’m here to remind you why being a pharmacist matters.”
   
   I took the time to understand some of the reasons why pharmacists might not feel seen and heard. Which includes the fast-paced nature of the work, often being behind the scenes, and not getting as much acknowledgement for their role or part of the healthcare delivery team.
   
   But I focused on what I am uniquely positioned to offer - understanding human connection and trust - and doubled down on that instead of trying to be someone I’m not.

2. TALK TO THE HUMAN IN THE ROOM
   Early in the keynote, I said:
   
   “Before any of you are pharmacists, technicians, directors or students. Before you are any of your titles or the letters next to your name, you are humans.
   
   Humans with a lot of wisdom, by the way.”
   
   A few days before the event, I downloaded the conference app and scrolled through the attendee profiles. I noticed some of them included their favorite quotes.
   
   So I used them.
   
   I called people out by name and shared some of the wisdom they brought into the room.
   
   It led to some really connective moments and lots of spontaneous laughter together!

3. MODEL FOR THE AUDIENCE EXACTLY WHAT YOU TEACH
   I taught my signature Ripple Effect Thinking approach - the philosophy, the mindset, and the behavioral shifts we can make in each moment to build trust and connection.
   
   And truly help the people in our lives feel safe, seen and heard.
   
   But beyond sharing those ideas, I made sure the people in that audience felt exactly what I was talking about.
   
   First through connecting with each other, then through my brother’s story.
   
   While there were many pharmacists on my brother’s care team, he never met most of them. But that didn't make them any less important.
   
   So I thanked them for the work they do, for the moments they'll never get credit for and the ripple effects families like mine will never forget. They’ll never know the impact they had, but that’s the ripple effect at work 🌊

I guess the message is really simple:

See the human first.

Because when you do—when you really see the person across from you, beneath the title and the credentials and the role—that's when real connection happens.

—

Chris Rollins is a healthcare keynote speaker helping workers unlock the power of Ripple Effect Thinking. Inspiring leaders to act with intention in a world craving trust and connection. Specializing in leadership, teamwork and creating inclusive, human-centered workplaces. Start a ripple that drives lasting impact today.