Earlier this month, I presented at the HMPS conference in Miami on the topic of customer experience. The audience was primarily healthcare strategists from all over the country. I was surrounded by …
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A coaching culture may be just what healthcare needs to improve employee engagement and retention during today’s Great Resignation.
Peter Drucker famously said, “culture eats strategy for …
Creating the ideal organizational culture takes a commitment to strategic communication. Healthcare leaders cannot say something once and expect the message to permeate the hearts and minds of every …
Leaders as Change Agents: Change Is Hard and Resistance to Change Is Inevitable
Like most entrepreneurs, I’m an ideas person. I see opportunities and potential all around me and that means embracing …
We’ve all heard it said that actions speak louder than words. But when you think about it; your organizational culture speaks louder than any ad, recruitment brochure, annual report or mission …
No one enjoys confrontation with angry customers, especially if you don’t feel prepared to address their needs.
Many healthcare organizations we work with have a desire to do service recovery but …
Words matter. They always have and always will. Words shape culture and can take on their own lives if we aren’t careful. That’s why it’s vital for healthcare leaders to be aware of using, and …
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. …
Culture by Design: Three Steps to Make it Happen
The phrase “culture is king” is thrown around quite a bit in business circles and yet, if you talk to healthcare leaders, you’ll find that there …
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 …
