Posted by Kristin Baird This question must be answered when leading an organization through culture change. Yet, many leaders don’t take the time to clearly articulate the vision for the culture of the future. This results in wasted time and energy, ...
Posted by Kristin Baird When we talk about best practices in customer service, it’s not unusual to hear all the reasons it won’t work here, or it can’t be done. It can be done. I’ve seen it firsthand. Last week I had ...
Posted by Kristin Baird Yesterday I was in a department store, poring through the racks, looking for a simple, white blouse. Mind you, I could have gone online and browsed a million sites, but I wanted to be able to feel ...
Posted by Kristin Baird When you ask most people in healthcare why they chose their careers, they will tell you that they wanted to help others. That internal drive to serve others can get buried in the daily grind, especially for ...
Posted by Kristin Baird Organizations that want to achieve the best possible patient experience need everyone on board and taking ownership of the experience. Ownership can’t be lip service. Ownership must be woven into the fabric of the culture and daily ...
Review by: Angela Fieler, MPA, CMQ/OE, Senior Consultant Search for the word “leadership” in Google or on Amazon, and you will see that there is no shortage of research studies or publications about leadership today. Perhaps Brené Brown’s name, TedTalk, or ...
Written By: Kristin Baird, RN, BSN, MHA Culture, in its simplest definition, is “how we really do things around here.” Regardless of the written policies, codes of conduct, and wall-mounted plaques espousing values, it is the unwritten rules that, if left ...
Posted by Kristin Baird Face it. Dig beneath any organizational issue and you’re likely to unearth varying degrees of communication problems. Organizations are, after all, comprised of people and dependent upon good relationships among those people to achieve organizational goals. Gossip ...
Posted by Kristin Baird I recently did a presentation to healthcare marketers and played a game of “Never have I ever” to kick it off. Participants were asked to self-disclose several things, like whether or not they knew the current patient ...
Posted by Kristin Baird It’s no secret that leaders are crucial in driving culture, especially when it comes to modeling and holding team members accountable for service behaviors. We have been working with an organization on making necessary culture shifts. One of ...
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