Culture Catalyst Blog & Articles

Culture by Design: Three Steps to Make it Happen

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 aren’t many who feel that their ...

Training that Sticks: 4 Simple Steps to Achieving Great ROI

Training that Sticks: 4 Simple Steps to Achieving Great ROI   Leaders often tell me that their customer service training didn’t work. What they mean is that it didn’t result in improving patient satisfaction scores. This is the typical indicator used for ...

3 Questions to Ask Before Assuming Bad Attitude

3 Questions to Ask Before Assuming Bad Attitude   I was coaching a new manager who said she was getting really frustrated with the bad attitudes of her team. She wanted them to deliver better customer service and felt they were being ...

Accountability is Not Micromanaging

Accountability is Not Micromanaging   Nobody likes a micromanager, someone who hovers wanting to know every detail of what you do. But don’t confuse micromanaging with holding people accountable. The two are miles apart in how they affect the employees and culture.   Holding people ...

Want Employee Engagement? Ask these 3 questions.

It is no secret that engaged employees deliver a better customer experience and have lower turnover. Yet, knowing this data and knowing how to improve employee engagement are two very different things. I recently had a senior leader tell me, ...

Stop Fixing & Start Coaching

There is a phenomenon among newly-minted managers. When someone presents a problem, they often feel the need to fix it because, after all, they are now the manager.  Fixing presents two problems. First, they are adding more responsibility and psychological ...

4 Signs That You Aren’t Coachable

Coaching is a vital skill for leaders at all levels and is essential to achieving optimal performance of your team. Great coaches are made, not born. They learn and apply the skills needed to be a good coach. Sure, you ...

No Crystal Ball for 2021? You Can Still Plan Ahead

How you lead in 2021 will be crucial to your team and your own leadership trajectory.  Nothing puts a leader to the test more than a crisis, especially when that crisis lasts for months. The COVID-19 pandemic tests everyone, but ...

Great Coaches are Coached Themselves

One of the keys to great leadership is having good coaching skills. The problem is many newly minted managers and supervisors lack these skills. Healthcare organizations, in particular, often have good intentions for development, but never bring them to fruition. ...