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Are you someone who puts in their time at work each day with no clear idea of where that time will lead you? Or are you a new manager faced with having to give a poor performance review, quickly …

Date posted: January 1, 2008 | Author: | Comments Off on The Value of a C.O.A.C.H.

Categories: Articles - Coaching


To many people, legendary Green Bay Packers coach Vince Lombardi embodied the definition of coaching, demonstrating the principles that he expected his players to live by and inciting them to go the …

Date posted: January 1, 2008 | Author: | Comments Off on Drills to Improve Your Coaching Skills

Categories: Articles - Coaching


When I ask groups of healthcare workers, “Who is responsible for customer service?,” I really expect everyone from the CEO to the newest housekeeper to raise their hands. While “customer service” …

Date posted: January 1, 2008 | Author: | Comments Off on Making Your Customer Service Job Descriptions Fit Everyone: Senior leaders, managers, and staff

Categories: Articles - Service Excellence


What if you walked into your favorite coffee shop one day and discovered that you couldn’t order your usual “customized” coffee? You’d be served caffeinated black coffee or nothing at all. Many …

Date posted: January 1, 2008 | Author: | Comments Off on Is Your Leadership Style One Size Fits None?

Categories: Articles - Leadership


Written By: Kristin Baird, RN, BSN, MHA

 Everybody appreciates a pat on the back. The problem is that sometimes supervisors, managers and other organizational leaders are simply too busy, and too …

Date posted: December 11, 2007 | Author: | Comments Off on Using Recognition to Build Engagement

Categories: Articles - Employee Relations


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