November 18th, 2021
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 classified it as an occupational phenomenon.
Burn-out is defined in ...
November 16th, 2021
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 recently stranded in an airport and was ...
November 10th, 2021
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 more broken ...
November 9th, 2021
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 way.”
They are so confident that ...
November 2nd, 2021
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, stifling us from connecting effectively with others.
Mark Sanborn ...
October 28th, 2021
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 some of the brightest and best strategists and ...
October 26th, 2021
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 breakfast.” So, while you may spend weeks mapping out a comprehensive plan, it may be ...
October 19th, 2021
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 person in the organization. It takes strategy, tactics, and skilled execution ...
October 13th, 2021
Leaders as Change Agents: Change Is Hard 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 may be excited and energized by ...
October 4th, 2021
We’ve all heard it said that actions speak louder than words. But when you think about it; your organizational culture speaks louder than any ad, recruitment brochure, annual report or mission statement. It’s your culture that drives employee behaviors, determines ...