When people talk about great communication skills, they most often refer to how one speaks or writes. But listening is by far the most important communication skill and is often underrated. There is an art to being a good listener, ...
This week I ventured back out to re-experience air travel and hotel stays after my long hiatus, compliments of the COVID-19 pandemic. I’m vigilant about handwashing and other precautions. Other than mask wearing and tripling my hand sanitizing and surface ...
Posted by Kristin Baird Myth 1: Mystery shopping is used as a “gotcha!” tactic to punish staff. Conducted appropriately, mystery shopping is a valuable method for improving quality, including identifying weaknesses and strengths and, ultimately, pointing out your organization’s star performers and best practices. ...
Posted by Kristin Baird For years I’ve heard that employees leave their managers, not the organization. This adage was confirmed as a reality when I conducted interviews with CNOS across the country to learn the cause and effects of nurse turnover. The ...
Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant Recently, I have noticed that trust, or more accurately, a lack of trust, has become a common theme in the cultural assessments Baird Group has done. I had a conversation about leadership development ...
Written By: Culture by Design, Not Default - 3 things leaders must do now When we look back at 2020 I hope that we can look with pride at how we, in healthcare, seized the opportunities while dealing with the danger ...
Posted by Kristin Baird Face masks are part of the patient experience in a COVID-19 world. But this is the time to stress the importance of eye contact as well as verbal communication skills with every team member who comes in ...
Posted by Kristin Baird Today’s news is laden with stories about the COVID-19 crisis and how it is affecting healthcare. I interview leaders about issues they are facing during COVID-19. The most successful organizations stay grounded in their core values. Stay Visible Last ...
Posted by Kristin Baird Years ago, when I was new to leadership, I recall telling my boss that I was worried that one of my team members wanted my job. I remember feeling a bit threatened at the time, but his ...
Written By: Kristin Baird, RN, BSN, MHA The term “patient and family-centered care” has taken on new meaning in the throes of the COVID-19 pandemic. Most of what we, in healthcare, have held up as patient experience standards have taken a ...
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