Leaders who want credibility with their teams won’t achieve that goal by avoiding conflict. In some ways, avoiding conflict is human nature. In fact, the path of least resistance is a law of nature. …
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Burnout isn’t a new phenomenon in healthcare, but in the last 20 months, the issue has been brought to the forefront. It’s so prevalent the International Classification of Diseases (ICD-11) has …
Turn a service recovery moment into a WOW experience by Angela Fieler
There is a real art to service recovery. When done well, you can turn a problem into an opportunity to shine.
I was …
Change is Here to Stay by Angela Fieler
There is no doubt there has been a lot of change over the past 18 months. “What used to work just isn’t working anymore. I think it’s because my teams are …
Nobody loves coaching a know-it-all. We all know one or have worked with one. They’re the ones with the over-inflated ego who often begins sentences with, “Well, you know…” or “I always do it this …
Teamwork and effective communication in healthcare are joined at the hip. It’s almost impossible to have one without the other. Yet, many of us are completely blind to our own communication style, …
Earlier this month, I presented at the HMPS conference in Miami on the topic of customer experience. The audience was primarily healthcare strategists from all over the country. I was surrounded by …
A coaching culture may be just what healthcare needs to improve employee engagement and retention during today’s Great Resignation.
Peter Drucker famously said, “culture eats strategy for …
Creating the ideal organizational culture takes a commitment to strategic communication. Healthcare leaders cannot say something once and expect the message to permeate the hearts and minds of every …
Change is difficult and resistance to change is inevitable.
Like most entrepreneurs, I’m an ideas person. I see opportunities and potential all around me and that means embracing change. While I …
