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 ...
Today’s workforce has more choices than ever before about how and for whom they work. That’s why employers must think differently about recruitment and retention strategies especially in healthcare settings. Why? Because the loss of staffing continuity can have life-threatening ...
It is no secret that engaged employees deliver a better customer experience and have lower turnover. Yet, knowing this data and knowing how to improve employee engagement are two very different things. I recently had a senior leader tell me, ...
Say these four words often enough and you’ll believe it without a doubt. Leaders who take our course, Be the Leader Nobody Wants to Leave, often tell us that they don’t have time to round, coach, or do stay interviews. Being ...
I just had a disheartening coaching conversation with a new leader who works in an organization that claims to take good care of their staff. This new leader, “Angie” is trying to address a severe staffing shortage in creative ways. ...
When I think about employee engagement, I picture a continuum that, going left to right increases in adherence capability. Imagine you have lined up the following, left to right: A paper clip A sticky note A strip of Velcro A bottle of super glue Levels ...
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 It’s no secret that leaders are crucial in driving culture, especially when it comes to modeling and holding team members accountable for service behaviors. We have been working with an organization on making necessary culture shifts. One of ...
Posted by Kristin Baird One thing I love about our Coaching for Engagement and Improved Performance workshop is seeing attendees reach those “Aha!” moments when they start to see their challenges in a new light. A few weeks ago, I was working ...
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 ...
