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We often hear people say, “Keep your eye on the prize,” in reference to goals. In patient experience terms, that “prize” often refers to the patient satisfaction scores.

The problem with this line …

Date posted: March 28, 2019 | Author: | Comments Off on The Present is the Prize

Categories: Patient Experience


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, …

Date posted: March 14, 2019 | Author: | Comments Off on 4 Steps to Make Training Stick

Categories: Training


Posted by Kristin Baird

I was recently doing a coaching and engagement workshop for a group of healthcare leaders. During the discussion, a group of participants said that they don’t bother …

Date posted: February 27, 2019 | Author: | Comments Off on You don’t have to coach all high performers

Categories: Uncategorized


Posted by Kristin Baird

It’s not unusual for us to hear that past training efforts just didn’t stick. When we drill down to learn what had been done in the past and how it was delivered, we’re …

Date posted: February 21, 2019 | Author: | Comments Off on Coach, Mentor & Model Service Behaviors

Categories: Coaching


Posted by Kristin Baird

Communication is at the core of the patient/provider relationship. While both verbal and non-verbal communication come into play during every encounter, it is often the …

Date posted: February 19, 2019 | Author: | Comments Off on Communication is Like a Dance

Categories: Communication


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