What Happens When Your Boss Can't Solve the Problem "I'm trying to protect you. But they won't let me." "I'm fighting for you. But they are standing in our way." "I hear you. But they are the problem." I was at a conference ...
The Organizations Winning on Reputation and Retention Aren’t Spending More. They’re Building Better Cultures. Think about how many people interact with your organization daily. Patients, staff, families, vendors. Each one is forming an opinion, and many are openly sharing that ...
The importance of looking for opportunities to support and bolster your team Here’s what a manager said to me recently: "I don't really see encouragement as part of my job. I hire good people. They know what to do. They don't ...
Why what you think is happening may not be what’s really happening Marketing works hard to get the phone to ring. They build campaigns. They drive traffic. They invest in getting potential patients to reach out. And then what happens? Are their needs ...
Start with a clear definition As we work with healthcare organizations to improve both the employee and patient experience, we’re often met with the same quandary. How do we build a better culture without being heavy-handed? Policies won’t move people. It’s important ...
But there’s something you can do to drive desired behaviors. Empathy is a trait that is generally considered a “must have” in healthcare. But what is empathy? And can it be trained or developed in others? Can it be demanded through ...
The leadership question that changes everything. During a recent leadership coaching session, one of my colleagues, Kwesi Johnson posed a brilliant question to the group: “Are you more like a mechanic or a gardener?” As he went on to explain the distinction, ...
We’re a goal-oriented society, and leaders tend to be goal-oriented people. They’re always moving forward and taking steps to achieve the next goal, cross the next hurdle, or achieve the next milestone. In the process, though, something gets left behind. Honoring ...
Orientation programs are notorious for being boring. Death by PowerPoint. Endless forms. A parade of presenters sharing policies and procedures. Yet, despite all of this, many new hires walk out feeling inspired. They've heard executives speak with pride about the organization's purpose, ...
You've probably seen it happen. Maybe you've even been part of it. Leaders gather in a conference room. Maybe their communication advisors are part of the meeting. Together they create and rehearse talking points. They create a PowerPoint presentation. Then, they ...
