“Leslie” is having a problem with her team. She has been in business for several years and many of her people have been with her since the beginning. She is frustrated. Her people are not doing what she expects. They are not cleaning their stations, folding towels or even answering…
Most of us strive to say the “right” thing, the polite thing, the thing that represents the person we aspire to be. The trouble is that our body often betrays us. I was listening to an NPR Invisibilia Podcast recently on the subconscious conditioning that we have that often affects…
As I have interviewed countless leaders on what communication skills they think are important, almost always in the top three is listening. One of the first things to do to enhance your listening is to get into relationship with the people you are listening to. That means you care. It…
$12.0 Billion Dollars! That’s the amount of waste documented in the US Hospital System due to poor communications according to research from University of Maryland reported in 2009. At the time that represented about two percent (2%) of hospital revenue nationwide!!! Think about that,…when the average Hospital Margin at the…
Last week I called a hospital in New Mexico and got the dreaded phone tree. You know the one: “Press one for English, Press two for Spanish, Press three for the Emergency Room, Press four for Maternity and Press five for General Med Surg.” And then, “Press six to repeat…
I often hear from client managers that feedback is difficult because employees don’t want to hear it. And I hear from team members that they don’t receive good feedback. Clearly there is an opportunity here for better management of those difficult conversations. What makes them difficult in the first place?…
