Nobody loves coaching a know-it-all. We all know one or have worked with one. They’re the ones with the over-inflated ego who often begins sentences with, “Well, you know…” or “I always do it this way.” They are so confident that ...
A coaching culture may be just what healthcare needs to improve employee engagement and retention during today’s Great Resignation. Peter Drucker famously said, “culture eats strategy for breakfast.” So, while you may spend weeks mapping out a comprehensive plan, it may be ...
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 ...
No Bullies Allowed Employee retention and patient satisfaction start with culture. There are no quick fixes for a dysfunctional work environment, but there are some immediate and bold actions required when bullies rear their ugly heads. Not long ago, I began working ...
Culture is Evident at Every Touch Point A few years ago, I was coaching a hospital CEO who said, “I know culture is important but honestly I hate talking about it. Culture is an ethereal term. Nobody really can really lay ...
Feedback Isn’t Positive or Negative Have you ever noticed that people tend to preface the word feedback with a qualifier such as positive or negative? The truth is feedback isn’t positive or negative. It’s feedback. Period. The dictionary defines feedback as: information ...
Effective Feedback is a Two-Way Street Over the course of my career, I’ve been on both the sending and receiving sides of feedback. I’ve come to know that continuous improvement requires that you be able to do both well. Training, preparation, and ...
Why You Need to Engage Families for Higher Quality Safety and Service Over the past year, family members were banned from hospitals and restricted during clinic visits. During that time, staff and providers became accustomed to focusing mainly on the patient, ...
Create a Well Founded Service Recovery Culture - 3 Essentials for Success Written By: Kristin Baird, RN, BSN, MHA It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
Written By: Kristin Baird, RN, BSN, MHA Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
