Over the past few weeks, I have had the pleasure of working with the nurses of BronxCare and sharing the Nurse/Patient Partnership experience. Reading through hundreds of evaluations taught me how much they value time where they can gather and ...
Accepting excuses as a way of life is often a subtle, yet insidious culture killer. When we do culture assessments, we frequently unearth patterns that point to an excuse mentality that keeps an organization stuck. The insights shed light on ...
We get a lot of interesting requests for training and addressing specific culture issues at Baird Group, but a recent discussion still has me shaking my head. A large medical group contacted us for service excellence training. The person contacting ...
Remember the scene in The Wizard of Oz when Dorothy, Tin Man, Scarecrow, and the Cowardly Lion finally approach the Great Oz after days of perilous travel? The four are optimistic at first, but the Wizard’s booming voice, harsh words, ...
Over the years, I have worked with countless leaders who feel they are stuck and unable to elevate their culture further. What I have found repeatedly is a lack of awareness of how their own culture-killing habits are what keep ...
Last week, I was at a conference, and the keynote speaker shared a simple question that really resonated with me. He said he dreaded being asked, “What do you do?” because he had a hard time describing what he does ...
In the competitive world of healthcare, customer service has the biggest impact on an organization’s reputation and success. Your brand is a promise. It should reflect your commitment to delivering a consistent patient experience. The big question is whether your ...
In every healthcare facility, there is a host of unsung heroes whose sole purpose is to provide care and compassion to those in need. These dedicated healthcare workers are driven by an unwavering desire for meaningful work that makes a ...
In the realm of leadership, words and actions are powerful tools that, when aligned, can create a profound impact on team engagement and loyalty. It's not enough for leaders to simply articulate their intentions; they must also ensure they are ...
Creating a positive workplace culture is essential but it won’t happen by sheer will. It's not enough to simply communicate the mission and vision once and expect the desired culture to manifest itself and stick. To truly shape your desired ...
