When people talk about great communication skills, they most often refer to how one speaks or writes. But listening is by far the most important communication skill and is often underrated. There is …
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This week I ventured back out to re-experience air travel and hotel stays after my long hiatus, compliments of the COVID-19 pandemic. I’m vigilant about handwashing and other precautions. Other than …
Posted by Kristin Baird
Myth 1: Mystery shopping is used as a “gotcha!” tactic to punish staff.
Conducted appropriately, mystery shopping is a valuable method for improving quality, including …
Posted by Kristin Baird
For years I’ve heard that employees leave their managers, not the organization. This adage was confirmed as a reality when I conducted interviews with CNOS across the …
Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant
Recently, I have noticed that trust, or more accurately, a lack of trust, has become a common theme in the cultural assessments Baird …
Written By: Culture by Design, Not Default – 3 things leaders must do now
When we look back at 2020 I hope that we can look with pride at how we, in healthcare, seized the opportunities while …
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