Many things in healthcare require skill development and reinforcement. Sometimes those things require mandatory training to ensure quality and safety. But just because it’s mandatory doesn’t mean it can’t be enjoyable. When you hear the word “mandatory,” how do you react? During focus groups, I have asked staff members to share their reactions to the word mandatory. I usually hear groans followed by words like threat, discipline, force, or Joint Commission. It’s easy to discern that the word mandatory doesn’t evoke positive reactions. So don’t lead with that message. A few weeks ago, I was tra ..read more

When I coach executive teams on culture transformation, one of the first things I do is a communication audit. A few of the areas I look at include: Channels used for communication (email, newsletter, talking points for huddles and rounding, intranet, etc.) Frequency of communication Do they have a communication strategy? Authorship of key messages Tone I also look at rounding practices to assess whether rounding is happening consistently because rounding and communication are closely linked with engagement. Even a short interaction during rounding can make a big difference in enga ..read more

Yesterday, I was doing physician communication training with a large group of doctors. To give context, I showed them their current patient experience scores focused on physician communication. One of the attendees raised his hand and said, “There has never been any research that shows doing these surveys improves patient experience.” I agreed with him, and I think that surprised him. But I went on to ask the group, “How often do you draw bloodwork on patients?” Of course, the answer is all the time. I went on to explain that, like lab work and other diagnostic tests they rely on dai ..read more

U.S. corporations (including healthcare) spent $94 billion on training last year. The investment is significant, but are they getting their money’s worth and seeing an ROI on training? The ones that are getting the biggest bang for their buck are those that have clear metrics. The Case for ROI My husband and I just converted our home to solar. We want to decrease our carbon footprint, but we also want to cut back on our outrageous electric bills. Before taking the plunge, we spent time weighing our options, selecting the best contractor, and calculating ROI. We wouldn’t consider that type of i ..read more

One of my colleagues often reminds our clients that the word lead is a verb and, as we learned in grade school, verbs are action words. So what actions are most important today? Coaching rises to the top. To Lead Is to Coach Effective leadership takes action, and today’s most essential actions are unlike those that were most effective in the past. In their book, It’s the Manager – Moving from Boss to Coach,[i] authors Jim Clifton and Jim Harter stress how coaching is the foundation for successfully leading the new generation. Drawing on the largest global study on the future of ..read more

The Goal-Setting Process: When Is a Number Just a Number? By Angela Fieler It’s October – the time of year when leaves start to change, people begin preparing for year-end holidays, and some organizations begin the budgeting and goal-setting process for the new year. That makes it a busy time for consultants. I just got an email from a client asking me for goal-setting advice. The client provided me with their current score and asked me what their new goal should be. I know that they know that not just any number will do. But without any additional information, I might as well be spi ..read more

Remember the scene in The Wizard of Oz when Dorothy, Tin Man, Scarecrow, and the Cowardly Lion finally approach the Great Oz after days of perilous travel? The four are optimistic at first, but the Wizard’s booming voice, harsh words, and fireworks had them all trembling in their boots. The way the Wizard manipulated others to keep his distance and manage his image is not very different from some leaders I’ve seen. Despite thousands of books and articles about the need for leaders to be visible and approachable, there are still those elusive executives who sneak in a back door and stay hidden ..read more

Over the years, I have worked with countless leaders who feel they are stuck and unable to elevate their culture further. What I have found repeatedly is a lack of awareness of how their own culture-killing habits are what keep them stuck. The habits I am referring to are those deeply entrenched excuses that we put into play when we are uncomfortable or unconsciously avoiding confrontation. I was coaching a nurse manager “Claire” who was struggling with “Gretchen,” an individual on her team. Gretchen resisted doing bedside shift report despite it being a best practice that was adopted as a sta ..read more

Nurses are the backbone of healthcare delivery and the current nursing shortage has given nurses everywhere a unique gift. Now, more than ever, nurses have the freedom to choose when, where, and how much they want to work. While the lure of employment opportunities is undeniable, the truly exceptional nurses are setting their sights beyond mere jobs. They are searching for healthcare organizations with a thriving company culture that prioritizes their well-being, fosters work-life balance, and nurtures supportive and engaged teams. The Nursing Shortage: A Double-Edged Sword The nursing shortag ..read more

The role of a manager has evolved from mere supervision to becoming a crucial driver of employee engagement, team performance, and organizational success. A seasoned leader can navigate all these needs, but what about the newly promoted managers? With guidance and support, new managers can transition smoothly into their leadership roles and contribute to a thriving environment.  Here are seven ways to help your new leaders excel from day one:  Lead by Example A culture of coaching and growth begins with the leadership team. When top executives and senior managers actively d ..read more