Coaching - Archives

2 Easy Exercises to Tune Up Employees' Filters

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In healthcare, it's important for all of us to make sure our internal filters are in good condition lest we utter any number of hair-raising statements that will make our customers abandon us. Sometimes employees make these statements innocently enough, but to vulnerable patients and their families, it's enough to turn them away for good. Not to say that all healthcare employees are prone to doing this; even the ones who typically employ effective filters can benefit from a tune-up. Continue Reading...

3 Powerful Words for the Patient Experience Professionals

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There are ample changes impacting the healthcare industry these days, but one thing remains constant: the need to provide exceptional patient experiences. In fact, that need is stronger than ever before, in this environment, as hospitals struggle to control costs while maintaining high levels of quality and service. Continue Reading...

3 Steps for Engaging Physicians in the Patient Experience

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Face it. Physicians can be intimidating. Patient Experience Professionals (PXPs), though, can’t afford to let intimidation keep them from providing the coaching and counseling needed to enhance the patient experience. Yes, physicians can sometimes be resistant. Yes, they can be impatient. Yes, they can even be demanding. But, they’re in a critical position to impact the patient experience in both good, and not-so-good ways. We can’t be afraid of them! Continue Reading...

4 Tips for Improving Your On-the-spot Coaching

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Years ago, Ken Blanchard popularized the notion of “catching employees doing something right” in his popular book The One-Minute Manager. Blanchard was on to something. Although he brought the concept to light back in 1982, almost thirty years later we still tend to overlook the positive side of coaching or, as I like to refer to it, on-the-spot coaching. Continue Reading...

5+ Unintended Messages You May be Sending to Your Patients

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Each day you engage in multiple interactions with patients, visitors and colleagues. Those interactions don’t always go as planned. While you may think the message you intended to send is the message the patient received, that isn’t always the case. In fact, given the stress that most patients are under when they’re in healthcare settings, there’s a high likelihood that many of your messages are being misconstrued. That’s why it’s important to monitor for cues that you’re on the same page. Continue Reading...

Coaching for Performance Improvement: Four Key Benefits of a Coaching Relationship

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As a leader in your organization, you hold your workforce accountable for specific, measurable goals. You work on communicating those goals to your team, show them how they’re being evaluated, celebrate their successes, and take the time to coach them along the way. Effectively and positively leading your team on a performance improvement journey can sometimes seem like a daunting task. Continue Reading...

Coaching for Success: 5 key skills for approaching crucial conversations

Whether you're a coach, a supervisor, or a co-worker, you've most likely felt the queasy stomach and uncertainty that come from facing the need to initiate a crucial conversation. Whatever the nature of the exchange, crucial conversations are typically characterized as intense, challenging, even frightening, but always necessary. Continue Reading...

Communication

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I’ve been working in healthcare for a long time – 78% of my life, to be exact. And it seems, no matter what level of the organization I was working in or working with, there was an issue with communication. Specifically, employees of the organization complaining about how poorly leaders communicate with them. I’m sure you’ve heard statements in your organization like, “I didn’t know that.” or “No one told me that.” or “They never tell us anything,” To which you might respond, either in your head or out loud, “How could you possibly say no one told you that? I made an announcement at our last staff meeting, the CEO sent out an email, and there were posters near the time clocks and in the cafeteria.” Continue Reading...

Culture is King: But Only if You Do These Three Things

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The phrase “culture is king” is thrown around quite a bit in business circles and yet, if you talk to business leaders, you’ll find that there aren’t many who feel that the culture in their organizations is what they would like it to be. In healthcare, most of these leaders are striving for a culture of service excellence, or patient engagement, or high quality care. Many hit the mark sometimes, but not in all categories all of the time. Why? Continue Reading...

Drills to Improve Your Coaching Skills

To many people, legendary Green Bay Packers coach Vince Lombardi embodied the definition of coaching, demonstrating the principles that he expected his players to live by and inciting them to go the extra mile. As Lombardi understood, the very definition of a coach is one who instructs or advises; members of the coach’s team look to that person as a source of continual learning. Continue Reading...

It's Everybody's Job: Coaching the Coaches

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Coach is a word that has multiple meanings. With football season approaching, it’s likely that the first thing to spring to mind when you hear this word is the kind of coach that leads players to victory. Historically, a coach was a horse-drawn carriage—today we still use the word coach to refer to railroad cars, or to a certain seating section on an airplane. It can be a noun when we refer to a coach. It can be a verb when we say coaching. Continue Reading...

Physician Shadowing & Coaching to Improve the Patient Experience

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Physicians clearly have a marked impact on the patient experience. While the vast majority of physicians are highly committed to making the experience an exceptional one, like all of us, they may be unaware of the little things they do—or don’t do—during patient encounters that may have a negative impact. They also may not recognize the special things they do that delight the patients with whom they interact. Continue Reading...

Rank the Coach: How are you doing?

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Just as coaches work to help their teammates and colleagues improve, it’s necessary to continually evaluate your coaching skills to ensure that you’re providing the most effective coaching to them. Continue Reading...

The Value of a C.O.A.C.H.

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Are you someone who puts in their time at work each day with no clear idea of where that time will lead you? Or are you a new manager faced with having to give a poor performance review, quickly losing your nerve to do so? Or have you ever felt like the pile of work on your desk is threatening to suffocate you before you can complete it? Continue Reading...

Why You Don't Want Satisfied People on Your Payroll

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Popular wisdom leads us to believe that having satisfied employees is a good thing—even a great thing. That philosophy, though, really misses the mark. If you’re only focused on satisfied employees, you’re at risk of losing your best employees and negatively impacting productivity. Continue Reading...

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