We’ve always forgotten about the last impression. Here’s why they matter. We've been told our whole lives: you never get a second chance to make a good first impression. Those impressions happen quickly. Seven seconds face-to-face. Four seconds over the phone. That's ...
Effective conversational stewardship matters. What to know. I read an article recently from Harvard Business Review that stuck with me. It was about the role that great leaders play as conversational stewards. They intentionally steward, or guide, conversations based on three ...
I learned long ago that nothing destroys trust in a healthcare organization faster than when patients and families discover there is inadequate communication between the parties caring for a patient. It can be something small. The doctor increases the diet from ...
I was at a conference recently and had the opportunity to listen to several speakers who addressed the importance of the patient experience as true brand activation. One particular speaker spoke with clear authority about KPIs and which metrics matter most ...
But are you sure? Do you really know how you do things? When you ask healthcare leaders to describe their culture, they’ll often give a lofty definition. I define it as, “Culture is how we do things around here.” Jeff ...
You likely have plenty of best practice insights already within your organization Most leaders stay vigilant for best practices for everything from leadership skills to safety standards. And most turn outside when facing a challenge or opportunity, looking for best practices ...
You have great people, exceptional systems, and clear goals, but something may still be missing. I recently kicked off Culture College: Leadership Essentials for Creating an Engaged Culture with a cohort of attendees from 76 healthcare organizations. When I polled the ...
In fact, it’s better if you don’t! I was working with a manager recently who was completely overwhelmed. Every time someone on her team came to her with a question, she'd drop everything to solve it. Every problem landed on her ...
The leadership question that changes everything. During a recent leadership coaching session, one of my colleagues, Kwesi Johnson posed a brilliant question to the group: “Are you more like a mechanic or a gardener?” As he went on to explain the distinction, ...
When 57% of employees leave their jobs—and their companies—because of their managers, you can’t afford not to invest in developing your frontline leaders. The paradox is this: healthcare executives recognize the value of their team members and the high costs ...
