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 ...
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, ...
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 ...
With Nursing Shortages, How are You Ensuring Retention? For years, healthcare leaders have been concerned about a nursing shortage, but COVID has brought the deficit to critical levels. In a recent article in the New York Times, author Andrew Jacobs sheds ...
3 Questions to Ask Before Assuming Bad Attitude I was coaching a new manager who said she was getting really frustrated with the bad attitudes of her team. She wanted them to deliver better customer service and felt they were being ...
Accountability Strengthens the Culture A culture of accountability doesn’t just happen. It takes persistence well after you state your expectations. Parenting would be easy if you could tell your kids once, and only once, to do something and know for certain it ...
