November 9th, 2021
Nobody loves coaching a know-it-all. We all know one or have worked with one. They’re the ones with the over-inflated ego who often begins sentences with, “Well, you know…” or “I always do it this way.”
They are so confident that ...
October 26th, 2021
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 breakfast.” So, while you may spend weeks mapping out a comprehensive plan, it may be ...
September 16th, 2021
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 ...
September 2nd, 2021
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 ...
August 19th, 2021
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 ...
August 5th, 2021
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 ...
June 15th, 2021
Actor Woody Allen said, “Just showing up is half the battle.” I know he wasn’t talking about rounding when he gave that famous line, but it sure fits. Why? Because if you just get out there, you’ve made all the ...
June 3rd, 2021
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, ...
May 17th, 2021
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 ...
February 16th, 2021
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 ...