Feedback Isn’t Positive or Negative Have you ever noticed that people tend to preface the word feedback with a qualifier such as positive or negative? The truth is feedback isn’t positive or negative. It’s feedback. Period. The dictionary defines feedback as: information ...
By Angela Fieler AIDET® is an effective communication framework Studer Group introduced to the healthcare industry about 15 years ago. Many organizations use AIDET training for patient experience consistency. I visit a lot of healthcare organizations where the leaders say AIDET® is ...
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 ...
Google the term, “workplace drama” and you will get 55,000,000 results. Why? Because it is one of the most common culprits of workplace dysfunction. As a leader it is up to you to create a drama-free zone. Drama Drama can be a ...
Have you ever felt like you were communicating clearly, only to have someone say, “We can’t read your mind,”? A few years ago, one of my team members held up a mirror for me and exposed a flaw in my ...
As we wrap up 2020, and look to the future, it is crucial that leaders take stock of what the past year revealed about us as people and as leaders. What did the challenges show you about yourself related to: ResilienceCommunicationPrioritizationAbility ...
COVID has hit home giving me firsthand insight into the patient and family experience. For years, hospitals and health systems have made the patient and family experience a top priority. And for the last several years, great progress has been made ...
People often think good communication is how we speak and write, but listening is even more vital in good communication than what you say. This is especially true in the virtual world. Too often, we listen to respond rather than listening ...
There’s little doubt that virtual visits are here to stay, and for good reason. Consumers appreciate the convenience and added level of safety while we navigate the pandemic. While patients have been thrilled to have the online option, there is no ...
First it was a phone call. Then I got an email. Then I got a text. Each step was a different communication designed to reassure me that every measure was being taken to protect me from contracting COVID while visiting ...
