Employee Relations - Archives

5+ Little Phrases to Use Every Day

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You know that the right words at the right time can give employee morale a much-needed boost while the wrong words leave morale in the dust. Sometimes, however, it’s hard to know which words are the right ones. Being an on-the-job encourager is easy; here are some guidelines that can be followed on a daily basis to boost morale and position you as an encouraging co-worker. Continue Reading...

Are you encouraging employees to R.I.P.? 5 ways to bring them back to life!

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Last month, we left you with the comment that “what you permit, you promote.” What does that mean? It means that every time you observe an employee do (or not do) something that is contrary to your mission, policies, or protocol, and you don’t say or do anything about it, you have, in essence, condoned that behavior. What you permit, you promote! Continue Reading...

Behavioral Interviewing Techniques to Draw Out the Service-Minded Person

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Traditional interview questions ask candidates about what they might do on the job. This can give insight into the candidate’s thought process and approach to different types of situations, but it is not highly predictive of what the candidate would really do. That’s where behavioral interviewing comes into play. Continue Reading...

Choosing to Stay: Transforming disengaged smployees into engaged contributors

It's hard to imagine an employee articulating a conscious decision to disengage from his work. How do you think he'd start that conversation with his supervisor? "I'm sorry, but I just don't feel like doing this job. So unless you intend to watch over me like a hawk, I'll most likely be exerting minimal effort in my eight hours here today." Any co-worker overhearing that conversation would certainly think twice about a boss who responded with, "Thanks for letting me know. Hope we don't put too much of a strain on you with work expectations today." Continue Reading...

Connect the Dots to Fill in the Service Excellence Picture for Your Employees

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If you asked your employees why patient satisfaction (or any of your organizational priorities) is important to your organization, how would they answer? How many would they say it’s important because the organization is striving to attain a specific goal, such as being ranked in the top 10 percent in the nation? How many others would say it’s important because “my manager said I had to do this” for a good performance review? Continue Reading...

Does Your Organization Have a Case of UVT?

What is UVT? It's the phenomenon better known as Us Versus Them. The most common symptom is the recurring use of the word THEY. You can recognize UVT in language such as "They cut our budget," or "They don't understand what it's like to work on this unit," or "They won't let me do this or that." Continue Reading...

Engaging Employees: 3 ingredients for building ownership

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Imagine yourself walking the hallways of your organization. You are immediately struck by a sense of welcome. You are proud to note that every employee you encounter is smiling and ready to go above and beyond to make sure their customers’ needs are met. Even before you can make a request, someone steps in to welcome you and offer assistance. Your experience is comforting, reassuring, and noteworthy. Continue Reading...

Five Ways to Thank Your Employees

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This month of Thanksgiving is a time when many of us reflect on our many blessings. One thing that often isn't top-of-mind on our list of things to be thankful for, though, is our employees. And that's unfortunate. In fact, we should be giving thanks to our employees all year round, not just during Thanksgiving, and, certainly, not just during their annual review. Continue Reading...

Four Steps for Increasing Employee Engagement

You know a disengaged worker when you see one: the receptionist balancing her checkbook, the nurse bad-mouthing a doctor to her patient, the manager who doesn’t take action to correct a customer complaint. It’s obvious that these characters would rather be anywhere else but at work, and are only doing their jobs because someone’s watching them. While these obviously disengaged types are easy to spot, do you know how much their disinterest is costing your organization? Continue Reading...

Good Read:Neuroscience of Trust..Management Behaviors That Foster Employee Engagement by Paul J.Zak

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In every Baird Group educational offering, we talk about trust. How trust, when it exists between physician and patient, leads to better patient compliance and clinical outcomes. How trust, when it exists between staff and patients, leads to better communication and a more positive patient experience. Continue Reading...

HELP WANTED: Slackers, Whiners, and Jerks!

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Great pay and benefits, low expectations, no accountability, and you’re likely to get promoted soon.... You wouldn’t expect to see an ad like this, and yet, if you’re not careful, this might be exactly what you are attracting and retaining in the workforce. Continue Reading...

Love the Ones You're With!

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No one will argue that empathy is at the heart of a great patient experience. In fact, many healthcare organizations provide empathy training to enhance awareness and build essential verbal and nonverbal skills. But empathy is just as important to good co-worker relationships. Just think about how many times you have felt misunderstood by a co-worker or boss. Maybe you felt that you just didn’t get the other person. Or that they didn’t understand you. Continue Reading...

Show You C.A.R.E.: Engaging frontline employees in organizational culture

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As you deliberately set out to create a culture of service excellence, you may find yourself encountering resistance. Your employees’ abilities and desires to change are vital to the success of your organization; they are the ones with the closest contact with your customers on a daily basis. Continue Reading...

Taking Stock: Are you The Terminator or The Encourager?

Imagine a child struggling to learn new math facts for a big test. After much post-test anxiety, the student proudly rushes home with his test paper adorned with a bright sticker and the words, "Way to go!" boldly written across the top of the page. The child's wide smile and sense of pride are obvious testimony to the power of those encouraging signs. Imagine that same child living through that same post-test anxiety, only to receive back a page with the terse statement, "You can do better." With his worst fears realized, how can that student feel motivated to actually do better? Continue Reading...

Three Conversations to Break Down Denial

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Denial may be an easy behavior for employees to fall into when faced with change or hard facts in the workplace. It’s a tricky behavior because, by its very nature, denial leads employees to deny that they’re in denial. Sound like a crazy Catch-22 that you, as a manager, are powerless against? It’s not quite that bad; there are some eye-opening conversations you can have with employees to help them see the light about their own denial. Continue Reading...

Tomorrow’s Culture Starts with Today’s Best Interviewing Techniques

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We know that to create an exceptional service culture, and one that is fully committed to safety, we need to hire right, engage, and retain the best people. These are the three keys to establishing a great workforce. Unfortunately, if you’re like most of us, chances are that at some point in your experience as a hiring manager you made a misstep at the very beginning—you made a “bad hire.” You hired someone who seemed to have a great service focus during the interview but later turned out to be not service oriented at all. What happened? Continue Reading...

Want to Add Millions to Your Bottom Line? Focus on engagement

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No matter how many employees you have on your team, having even as little as one percent of those employees disengaged can have a significant impact on the bottom line. Recognition is one of several leadership skills that helps strengthen employee engagement and results in a measurable bottom-line impact. Continue Reading...

What drives employee engagement? It depends.

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When it comes to employee engagement, one size truly doesn't fit all ? or even a majority of ? your employees. Each of your employees has different motivations and drivers that impact how engaged they are with their work, with their colleagues and with your healthcare organization. The challenge for leaders, of course, is deter mining what those drivers are and then finding ways to provide employees with what they need to stay connected to their work. Continue Reading...

You Talkin' to Me? Four keys to keeping customer service front and center

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You know that customer service is a top priority for your organization. You probably have a group of dedicated employees - the customer service "warriors" - who also know that customer service is of utmost importance. Continue Reading...

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