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Posted by Kristin Baird

Yesterday I was in a department store, poring through the racks, looking for a simple, white blouse. Mind you, I could have gone online and browsed a million sites, but I …

Date posted: November 7, 2019

Categories: Customer Service Skills


Written By: Kristin Baird, RN, BSN, MHA

Culture, in its simplest definition, is “how we really do things around here.” Regardless of the written policies, codes of conduct, and wall-mounted …

Date posted: October 18, 2019

Categories: Articles - Leadership


Posted by Kristin Baird

Face it. Dig beneath any organizational issue and you’re likely to unearth varying degrees of communication problems. Organizations are, after all, comprised of people and …

Date posted: October 15, 2019

Categories: Communication


Posted by Kristin Baird

I recently did a presentation to healthcare marketers and played a game of “Never have I ever” to kick it off. Participants were asked to self-disclose several things, like …

Date posted: October 10, 2019

Categories: Leadership


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 …

Date posted: October 8, 2019

Categories: Training