Laying the Foundation for Communication Between Generations I was at a conference recently, and the presenter said something that stopped me in my tracks. I’ve been thinking about it ever since: "There's always been a tendency for older generations to discount ...
When You Spot Toxicity, Nip It In The Bud! Her team members were leaving in droves. Droves. The turnover in her department was staggering compared to the rest of the organization. People were miserable. They were afraid. They were being bullied. And ...
What Happens When Your Boss Can't Solve the Problem "I'm trying to protect you. But they won't let me." "I'm fighting for you. But they are standing in our way." "I hear you. But they are the problem." I was at a conference ...
What Happens When Your Bot Can't Solve the Problem I typed "talk to a human." The chatbot said: "I don't understand your question." I tried "representative." The chatbot said: "I don't understand." I tried "none of the above." The chatbot ...
I asked for a human. The system transferred me. Someone—or something—responded. And I still wasn't sure if I was talking to a person or a bot. Here's what I've gotten very suspicious of: When you get transferred and you know it's not ...
Healthcare and other organizations are increasing using automation, specifically AI automation, to expedite a wide range of processes and interactions. That can be a very good thing, for organizational efficiencies and for patient experiences. But these interactions don’t always work the ...
The Organizations Winning on Reputation and Retention Aren’t Spending More. They’re Building Better Cultures. Think about how many people interact with your organization daily. Patients, staff, families, vendors. Each one is forming an opinion, and many are openly sharing that ...
In fact, it’s better if you don’t! I was working with a manager recently who was completely overwhelmed. Every time someone on her team came to her with a question, she'd drop everything to solve it. Every problem landed on her ...
The importance of looking for opportunities to support and bolster your team Here’s what a manager said to me recently: "I don't really see encouragement as part of my job. I hire good people. They know what to do. They don't ...
Why what you think is happening may not be what’s really happening Marketing works hard to get the phone to ring. They build campaigns. They drive traffic. They invest in getting potential patients to reach out. And then what happens? Are their needs ...
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