September 30th, 2021
No one enjoys confrontation with angry customers, especially if you don’t feel prepared to address their needs.
Many healthcare organizations we work with have a desire to do service recovery but have a glaring lack of skills and direction at the ...
September 27th, 2021
Words matter. They always have and always will. Words shape culture and can take on their own lives if we aren’t careful. That’s why it’s vital for healthcare leaders to be aware of using, and ignoring, drama words.
Years ago, ...
September 21st, 2021
Corporate executives often argue over whether training is an investment or an expense, this debate is a particularly hot topic in the healthcare arena due to the high cost of employee training. Today’s workforce expects employers to invest in their ...
September 16th, 2021
Culture by Design: Three Steps to Make it Happen
The phrase “culture is king” is thrown around quite a bit in business circles and yet, if you talk to healthcare leaders, you’ll find that there aren’t many who feel that their ...
September 14th, 2021
Your Internal Monologue can Sabotage your Leadership
Millions of messages play in your head all day, every day without the slightest awareness. Although they may seem innocuous, these mental nudges subtly shape your beliefs and drive both your emotions and actions. ...
September 9th, 2021
The Art of Storytelling for Leaders – 4 Steps to Structure Compelling Stories
Storytelling has long been an essential part of leadership because of the role it plays in sharing customs and reaffirming values. But even more important, stories have a ...
September 7th, 2021
Grip Hearts and Engage Minds through Storytelling
When my father was dying, I sat by his bedside, holding his hand. Someone, I think it was my sister, told me I should go home and get some sleep. She said dad didn’t ...
September 2nd, 2021
Training that Sticks: 4 Simple Steps to Achieving Great ROI
Leaders often tell me that their customer service training didn’t work. What they mean is that it didn’t result in improving patient satisfaction scores. This is the typical indicator used for ...
August 31st, 2021
Leading Through Upheaval: Get Vulnerable
Healthcare has been in a constant state of change to the point of upheaval for months on end, putting even the most resilient and courageous to the test. Workers and their leaders are exhausted, discouraged, and ...
August 26th, 2021
Are You the Roadblock to Innovation and Progress?
Pick up any business journal and you’ll likely find an article or two on the importance of innovation. But are you and your organization really fostering innovation?
None of us wants to believe that ...