Archive: Training

Leading Through Upheaval: Get Vulnerable

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 ...

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 ...

Engage the Heart to Engage Employees

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 ...

Training Alone Won’t Fix a Dysfunctional Culture

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 ...

4 Steps to Make Training Stick

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 ...

Volunteers Enhance Patient Experience

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 ...

No Shortcuts on Frontline Service Training

Posted by Kristin Baird https://youtu.be/u2cqLg6GnLM Not long ago, I was doing customer service training on service recovery. One of the participants pulled me aside after the training and said, “I’ve read all this before on https://www.salesforce.com/hub/crm/crm-system-benefits/ and thought I got it. But today’s training forced ...

The Triple Crown in Patient Experience

Posted by Kristin Baird When it comes to creating a consistently positive patient experience there are three key words every leader and team member must adhere to. They are persistence, insistence and consistence. https://youtu.be/u2cqLg6GnLM It is not unusual for us to enter into ...