Accountability is Not Micromanaging Nobody likes a micromanager, someone who hovers wanting to know every detail of what you do. But don’t confuse micromanaging with holding people accountable. The two are miles apart in how they affect the employees and culture. Holding people ...
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome By Angela Fieler Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on patient-family-caregiver relationships. The healthcare team never stopped ...
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 ...
I’ve had a series of encounters as a customer lately that shed new light on characteristics of toxic culture. They demonstrate that a toxic cultures impede critical thinking. The Home Security Company My first experience involved home security. I sat on the ...
Google the term, “workplace drama” and you will get 55,000,000 results. Why? Because it is one of the most common culprits of workplace dysfunction. As a leader it is up to you to create a drama-free zone. Drama Drama can be a ...
Have you ever felt like you were communicating clearly, only to have someone say, “We can’t read your mind,”? A few years ago, one of my team members held up a mirror for me and exposed a flaw in my ...
People often think good communication is how we speak and write, but listening is even more vital in good communication than what you say. This is especially true in the virtual world. Too often, we listen to respond rather than listening ...
First it was a phone call. Then I got an email. Then I got a text. Each step was a different communication designed to reassure me that every measure was being taken to protect me from contracting COVID while visiting ...
Posted by Kristin Baird Face masks are part of the patient experience in a COVID-19 world. But this is the time to stress the importance of eye contact as well as verbal communication skills with every team member who comes in ...
Posted by Kristin Baird Over the past few weeks, I’ve been drawn to the daily updates from New York Governor, Andrew Cuomo. Although I am not a New Yorker, my Wisconsin-based company works with several of the providers in the epicenter ...
