Archive: Articles - Tools You Can Use

Training that Sticks: 4 Simple Steps to Achieving Great ROI

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 ...

3 Reasons You Need a Vision for Your Culture

“If you don't know where you want to go, then it doesn't matter which path you take.” ― Lewis Healthcare leaders, as well as travelers, can benefit from the Cheshire Cat’s wisdom shared in Alice in Wonderland. Without a clear destination ...

Heartwire to Strengthen Employee Engagement

Healthcare leaders want to see consistency. After all, that is the essence of a high reliability organization. It is important to hold everyone accountable for certain service behaviors to ensure that they happen consistently. The goal is that, with repetition, ...

3 Sure Signs that Employee Engagement is Slipping

Written By: Kristin Baird, RN, BSN, MHA It’s been well documented that there is a strong correlation between employee engagement and patient satisfaction. That’s why it is essential for leaders at all levels to remain vigilant about engagement. Even minor downward ...

5 Steps for Building a Storytelling Culture

Written By: Kristin Baird, RN, BSN, MHA Everybody loves a great story. For healthcare professionals that’s a great thing because, within the walls of our organizations, every day, there are dozens, even hundreds, of stories taking shape. If only we could ...

Your Staff is Burned Out: It’s Time to Do Something About It!

Written By: Kristin Baird, RN, BSN, MHA  There’s no argument that members of helping professions—like healthcare—are particularly prone to burnout. We read and hear a lot about burnout among physicians and nurses; the problem is real. But, what’s equally real is ...

Giving and Receiving Feedback – Baird’s Top 10 Tips

Written By: Kristin Baird, RN, BSN, MHA  Imagine a workplace where employees, supervisors, managers, senior leaders, physicians and other clinicians all felt comfortable giving and receiving feedback from each other. Think of the opportunities for improvement that could emerge. Think of ...