Why Are You a Leader?
Leadership can be hard. But it can also be one of the most rewarding roles of your life if it aligns with your bigger why. A few years ago, I coached a leader who taught me some very important lessons ...
Archive: Leadership
A Bad Day or a Lousy Attitude?
Everyone has a bad day now and then, but there’s a cumulative effect for people who seem to have more than their fair share of bad days. At what point are the bad days an excuse for a bad attitude? ...
Every Generation of Workers Needs This From Their Leaders
Today’s workforce is comprised of five generations, all with their own set of unique attributes and needs. Despite their differences, there are some important common denominators for leaders to consider. Because they are all human beings, they are much more likely to follow ...
Want ROI From Training? – Leaders Must Do These 4 Things
When healthcare leaders set out to train staff, it's important to have a plan to get a return on investment, or ROI from Training Customer service training only sticks when the training event is seen as the beginning and not the end. For over 25 years, I have been helping healthcare organizations ...
Delight or Drudgery? How Employees View Training Matters
Many things in healthcare require skill development and reinforcement. Sometimes those things require mandatory training to ensure quality and safety. But just because it's mandatory doesn’t mean it can’t be enjoyable. When you hear the word “mandatory,” how do you react? ...
One Email Is Not Communicating
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, ...
It’s Not About the HCAHPS Scores!
Yesterday, I was doing physician communication training with a large group of doctors. To give context, I showed them their current patient experience scores focused on physician communication. One of the attendees raised his hand and said, “There has never been any ...
Want an ROI on Training? Measure What Matters
U.S. corporations (including healthcare) spent $94 billion on training last year. The investment is significant, but are they getting their money’s worth and seeing an ROI on training? The ones that are getting the biggest bang for their buck are ...
Lead Is a Verb. Take Action Now
One of my colleagues often reminds our clients that the word lead is a verb and, as we learned in grade school, verbs are action words. So what actions are most important today? Coaching rises to the top. To Lead Is ...
Complaining, Resisting Change, or Speaking up?
In our fast-paced culture, change is a way of life. One thing I know for certain is that when making changes to systems, processes, and workflows, you must listen first and engage stakeholders. Without stakeholder input at every step of change, ...
