November 10th, 2023
Just because you conduct training, doesn’t mean people are learning. And just because people learn something, doesn't mean they change their behavior. How can you ensure that every training results in behavior change? Start by finding out how they learn ...
January 4th, 2022
Say the words investment strategy, and most of our minds immediately go to money and financial investments. But what if you shifted your thinking away from money to personal or professional development as an investment strategy?
It’s January, so millions of ...
September 21st, 2021
Corporate executives often argue over whether training is an investment or an expense, this debate is a particularly hot topic in the healthcare arena due to the high cost of employee training. Today’s workforce expects employers to invest in their ...
August 31st, 2021
Leading Through Upheaval: Get Vulnerable
Healthcare has been in a constant state of change to the point of upheaval for months on end, putting even the most resilient and courageous to the test. Workers and their leaders are exhausted, discouraged, and ...
August 19th, 2021
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 ...
August 17th, 2021
Engage the Heart to Engage Employees
The term “hardwiring” is a familiar one in the healthcare industry and typically focuses on consistent behaviors rather than employee engagement. There is merit in hardwiring behaviors for consistency, but it’s equally important to “heart ...
July 13th, 2021
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 ...
October 8th, 2019
Posted by Kristin Baird
It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head home. We wouldn’t do anyone ...
March 14th, 2019
Posted by Kristin Baird
https://youtu.be/mYHYe_cf6DM
Training is more than a one-and-done approach. To make your training stick, you need to follow a 4-step process: pre-work, training, coaching and finally, reinforcement.
Coach, Mentor & Model Service BehaviorsTrain, Retain & SustainService Recovery Is More Than a CouponTraining is ...
October 24th, 2018
Posted by Kristin Baird
When it comes to improving the patient experience, don’t forget volunteers. Healthcare organizations benefit from millions of hours of volunteer time and energy every year, yet I rarely see stellar training on customer service. They are often ...