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 ...
Accountability Strengthens the Culture A culture of accountability doesn’t just happen. It takes persistence well after you state your expectations. Parenting would be easy if you could tell your kids once, and only once, to do something and know for certain it ...
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 ...
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 ...
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 ...
Have you ever had a difficult employee, who you’ve had to repeatedly coach, or counsel, because of marginal performance and toxic attitude? They may somehow manage to improve just enough to get by. Imagine that this toxic employee shows up one ...
Posted by Kristin Baird Hospital boards of directors play a crucial role in setting overall strategy for the hospitals they serve. And, because hospitals are vital community resources, serving on the board makes members stewards of an important community asset. As ...
Posted by Kristin Baird I’m pretty sure no one sets out to be a soul-crushing manager. In fact, most of us start with really good intentions. So with all these great intentions, how do we get there? By being a micromanager. ...
Posted by Kristin Baird There is nothing more deflating than working for a micromanager – someone who thinks he or she must oversee and control each and every detail of operations. The worst part is having a micromanager who has absolutely ...
