Archive: Attitude

Do Small Things in a Great Way

It’s no secret that small things add up quickly when it comes to the patient experience. Because high-quality and safe care is assumed by the patients and residents, it is often the small acts of kindness that stand out the most. Throughout ...

One Bad Apple Will Spoil the Bunch

When it comes to building and sustaining a cohesive team, hiring for fit is key. One problem individual can unravel the fabric of the entire group. I don’t know a single experienced leader who hasn’t made a hiring mistake at some ...

Your Internal Monologue can Sabotage your Leadership 

Your Internal Monologue can Sabotage your Leadership    Millions of messages play in your head all day, every day without the slightest awareness. Although they may seem innocuous, these mental nudges subtly shape your beliefs and drive both your emotions and actions. ...

3 Questions to Ask Before Assuming Bad Attitude

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

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 ...

No Bullies Allowed

No Bullies Allowed   Employee retention and patient satisfaction start with culture.  There are no quick fixes for a dysfunctional work environment, but there are some immediate and bold actions required when bullies rear their ugly heads. Not long ago, I began working ...

Accountability is Not Micromanaging

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

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 ...