Culture Catalyst Blog & Articles

Are You Accepting Excuses? What You Permit, You Promote

Accepting excuses as a way of life is often a subtle, yet insidious culture killer. When we do culture assessments, we frequently unearth patterns that point to an excuse mentality that keeps an organization stuck. The insights shed light on ...

Healthcare Jargon is a Foreign Language

I recently visited Costa Rica where the native language is Spanish. Despite my high school Spanish classes and a few lessons in Babbel, I was rusty, to say the least. I got by on simple interactions like ordering food or ...

Looking for a best practice? Here’s an idea…

Looking for a best practice? Here’s an idea… Blog by Angela Fieler I have been focused on improving the patient experience for the better part of my adult life. Over the years, one thing I’ve learned is that a best practice doesn't ...

Diagnose Culture Issues to Solve Problem Behaviors

We get a lot of interesting requests for training and addressing specific culture issues at Baird Group, but a recent discussion still has me shaking my head. A large medical group contacted us for service excellence training. The person contacting ...

When Is a Number Just a Number?

The Goal-Setting Process: When Is a Number Just a Number? By Angela Fieler It’s October – the time of year when leaves start to change, people begin preparing for year-end holidays, and some organizations begin the budgeting and goal-setting process for the new year. ...

I’m Sorry – Two Short Words With a Big Impact

I once read a great quote, “An apology is the superglue of life. It can fix just about anything.” I don’t know where the quote originated but it became etched in my mind because of its simple truth. A simple ...

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