Posted by Kristin Baird This question must be answered when leading an organization through culture change. Yet, many leaders don’t take the time to clearly articulate the vision for the culture of the future. This results in wasted time and energy, ...
Posted by Kristin Baird It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head home. We wouldn’t do anyone ...
Posted by Kristin Baird Over the years, I’ve tried to stay in touch with my college friends. Of course, it isn’t always easy when juggling nursing careers, family, and further education. This summer I made a special point of re-connecting with two ...
Posted by Kristin Baird If only a culture change could be set as an appointment on a calendar. You can plan out what the culture will be and announce when it would take place. Done. In truth, culture changes take time. Cultures ...
I love hearing and sharing stories of service heroes. These stories are heart-warming and inspirational, but all too often go untold. That’s because most truly service-minded people take action based on their values, not to get applause. They quietly go ...
Posted by Kristin Baird I see it all the time -The beautifully framed statements of “commitment to service” hanging within arm’s reach of the organization’s biggest standards contradictions. It happened just two weeks ago when I was visiting a healthcare organization that ...
Posted by Kristin Baird In all the years that I have been consulting on culture and patient experience, I’ve only come across two organizations that didn’t have stated values. In both cases, the CEOs felt they were “fluff”. No wonder they ...
Posted by Kristin Baird Everyone has some baggage. For some, it’s as small as a sandwich bag, but for others, baggage is as weighty as a full moving van. What we choose to carry is fully up to us. When it ...
Posted by Kristin Baird I have the utmost respect for leaders who deal with toxic behavior head on. Many healthcare leaders still look past the gossips and groaners because they have good technical skills. Some leaders feel they have to tolerate BMWs ...
Posted by Kristin Baird There is nothing more deflating than working for a micromanager – someone who thinks he or she must oversee and control each and every detail of operations. The worst part is having a micromanager who has absolutely ...
