Posted by Kristin Baird on August 23rd, 2018 • No Comments »

Workplace betrayal can have profound effect on both individuals and the entire culture. But how you manage it is up to you. You can be a victim which will keep you in a vulnerable state, or you can look squarely at the betrayal as a learning opportunity and make a conscious effort to move on with your eyes wide open. For sanity’s sake, it’s important to recognize the betrayal and move forward. Read more...

There are many forms of betrayal in the workplace including:

Someone taking credit for your work
Outright lies
Being blamed or thrown under the bus

Show More Empathy for a Better Patient Experience

Posted by Kristin Baird on August 21st, 2018 • No Comments »

Empathy is an essential element in a good patient experience, yet many providers miss important cues. In the past few weeks I have shadowed a number of hospitalists to help them improve their patient interactions. During hours of observation, one common theme emerged. They missed important cues from patients and family members where they could have expressed empathy.

The good news is that when I pointed out the situation in our feedback sessions, every one of the doctors recognized the missed opportunity and were receptive to suggestions. Read more...

Lead or Manage for a Better Patient Experience?

Posted by Kristin Baird on August 9th, 2018 • No Comments »

In our coaching work, we often team up with managers who need support in becoming better leaders. They often have mastered managing, but need support learning how to lead.

Managers vs. Leaders

A very simplified version of the distinction is that leaders have followers and managers have people who work for them.

I think that one other key distinction is that managers are task-oriented. Managers do things like: Set and manage the budget, schedule people and resources, and directs activity.

Leaders on the other hand coach, inspire, challenge and create transformation. Read more...

Technically Solid but Toxic

Posted by Kristin Baird on August 7th, 2018 • No Comments »

I have the utmost respect for leaders who deal with toxic behavior head on. Many healthcare leaders still look past the gossips and groaners because they have good technical skills. Some leaders feel they have to tolerate BMWs (bitches, moaners and whiners) because they need a person to fill a slot in the schedule.

The problem is, there will be another slot next week and the week after. And what happens to the rest of the team while you keep filling shifts with toxic people? The culture erodes and so does your reputation. Read more...

Would your employees leave you for 25 cents? – Keys to Culture

Posted by Kristin Baird on August 2nd, 2018 • No Comments »

I was working with a long term care facility a little while ago that had horrendous turnover of nurses and aids – over 50% annually. Drilling down to learn more about turnover, I asked several questions about the culture and what made the particular organization stand out from its competitors.

The focus went immediately to the physical amenities for the residents and other perks. There was lots of stuff people could point at to attract new residents, but not once did the HR manager mention the staff as an asset.

Now, mind you: Read more...

The Patient Experience is Your Brand

Posted by Kristin Baird on July 31st, 2018 • No Comments »

For people not in marketing, there is a common assumption that a company’s brand is the logo. It’s easy to understand the assumption because the logo is the part of the corporate identity that can be seen in ads, on brochures and even on buildings. But brand strategy goes much deeper than a logo. It is a promise to the consumer that says this is who you are and what you stand for. It says, here is what you can expect from us every time. When people see a logo, it often evokes emotions based on personal experience with the brand. Read more...

No Shortcuts on Frontline Service Training

Posted by Kristin Baird on July 18th, 2018 • No Comments »

Not long ago, I was doing customer service training on service recovery. One of the participants pulled me aside after the training and said, “I’ve read all this before and thought I got it. But today’s training forced me to think on my feet and give real time responses to someone right in front of me. I struggled a few times but it was so helpful to actually hear myself respond.” Read more...

Don’t Assume – Validate

Posted by Kristin Baird on July 13th, 2018 • No Comments »

Setting standards and training for service behaviors are essential to creating and sustaining a human-centered culture. The problem is that you can’t train and then assume everyone is living up to the expectations. Big mistake. It’s not what you EXPECT, but what you INSPECT that gets the RESPECT. That’s why mystery shopping is so valuable. It gives a concrete method for observing and validating that an organization’s people, processes and environment are living up to the brand promise. Read more...

Child advocacy is everyone’s responsibility

Posted by Kristin Baird on July 3rd, 2018 • No Comments »

Anyone working in healthcare should advocate for patients. Patients are vulnerable and frightened. It’s an expectation that comes with the job. When I worked as a public health nurse, I had daily opportunities to serve as a child advocate. It wasn’t uncommon for me to stick my neck out for a child who was being abused or neglected. Taking a stand took courage and was emotionally draining. There were times when I feared for my own safety and that of my family, but I spoke up anyway on behalf of children who couldn’t speak for themselves. Why? Because child advocacy is the right thing to do. Read more...

Is Your Leadership Driving BMWs?

Posted by Kristin Baird on June 28th, 2018 • No Comments »

Language is an important part of culture, and leaders are vital in creating a common language. The problem is that people are often unaware of the communication habits, such as BMW, that prevail.

A few months ago I was spending time on a nursing unit where I was doing shadow/coaching. It gave me an opportunity to hang out with the staff in the breakroom. What I observed was a close-knit group of professionals who truly enjoy their time together. But I also observed a communication habit that was wearing the morale down. They were in the habit of BMW – bitching, moaning and whining. There was a pattern of focusing on what wasn’t going well or lamenting about demanding or complex patients. One complaint led to another and another fostering a bit of one-upsmanship and drama. Read more...

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Moving on from betrayal at work