When I coach executive teams on culture transformation, one of the first things I do is a communication audit. A few of the areas I look at include: Channels used for communication (email, newsletter, talking points for huddles and rounding, ...
I recently visited Costa Rica where the native language is Spanish. Despite my high school Spanish classes and a few lessons in Babbel, I was rusty, to say the least. I got by on simple interactions like ordering food or ...
In an increasingly competitive healthcare landscape, customer service remains pivotal in defining a facility's success. Often, it's the little things that make all the difference – the seemingly insignificant gestures, the empathetic responses, and the willingness to listen and receive ...
Creating a positive workplace culture is essential but it won’t happen by sheer will. It's not enough to simply communicate the mission and vision once and expect the desired culture to manifest itself and stick. To truly shape your desired ...
Creating an ideal culture in your healthcare organization requires a deep commitment to ongoing communication. Leaders cannot expect to convey their message effectively by saying it just once. Instead, it takes a well-planned and thoughtful strategy - or drumbeat messaging ...
Nearly every healthcare leader is struggling with staffing issues. It can be painful when someone turns in their resignation, especially when retention is already a problem. How you say goodbye matters, so be mindful of your reaction. It can make ...
A great patient experience is one where the patient feels that they have been heard and understood. But have you ever taken the time to actively boost listening skills for yourself or your staff? The same is true about a great ...
Lead is a Verb, Not an Email By Angela Fieler I’ve seen an alarming leadership trend lately. I suppose it started when the pandemic required that leaders distance themselves from their teams as a matter of safety. Leadership became more of ...
Are your phone skills making or breaking relationships before they even start? It takes about 8 seconds to make a first impression when talking with someone face-to-face, but statistics show that it only takes 4 to 5 seconds when on ...
Even the youngest patients know when their healthcare workers truly listen to them. When my youngest daughter, Hillary was nine years old, I told her I’d be scheduling her back-to-school physical with the pediatrician. She stopped me and asked, “Will ...
