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Communication

We Are All Day-to-Day, So Let’s Act With Urgency

Quint Studer
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“He is listed as day-to-day.” This is a term used in sports when there is uncertainty about whether a player will play in an upcoming game. Vin Scully, the late, great play-by-play announcer of the Brooklyn/Los Angeles Dodgers, immortalized this term when he said, “He’s day-to-day, but then again, aren’t we all?” This quote became top of my mind when I spent time with Harold Dawson, a friend of mine. Both of us know the…
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In Mature Workplaces, People Carry Their Own Messages

Quint Studer
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What we permit, we promote. I learned this phrase from speaker and author Liz Jazwiec. If new ideas and challenges are permitted and celebrated, more of each will take place. On the less positive side, permitting can reinforce actions that are not good. For example: A person regularly shows up late, and nothing happens…a leader repeatedly misses goals, and nothing happens…a person gossips, and nothing happens. The results are lateness, missed goals, and increased gossip. This…
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The Sooner We Measure What May Be Wrong, the Sooner We Can Make It Right

Quint Studer
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“We need to eat our own cooking.” This is a statement that resonates with me. I write and speak about customer service, employee engagement, creating cultures of high performance, and building foundations of trust. I feel it’s important to practice what I advise others to do. This includes measuring how we’re doing in these areas. When I was at Holy Cross Hospital in Chicago, we became well known for having excellent patient experience. I spoke at…
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Two Tactics to Improve the Timing and Accuracy of Your Messages

Two Tactics to Improve the Timing and Accuracy of Your Messages

Quint Studer
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Why does a good decision or action end up not going well? Was it the decision itself or how the action was taken…or was it a communication issue? My experience is that leaders put a lot of time into making thoughtful decisions. The “miss” occurs due to how things are communicated during the rollout. Micromanagement can get a bad rap. Yes, there are certain actions in which it makes sense: making sure a recipe is correct,…
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Positioning Others in a Positive Light Makes a Difference

Quint Studer
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Last week’s column covered suggestions on how to not create a we/they culture. Today’s column is about the power a person has when he or she positions individuals and the organization in a positive way. I am focusing lots of time on helping organizations build trust in senior leaders. In my work, I share that a new employee’s coworkers hold the early key to trust. In the new employee orientation, the person hears about the mission and…
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We/They Communication: When It Works and When It Does Not

Quint Studer
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There is a place for we/they communication, but it’s not in the business world. We/they motivates individuals and groups when there are two sides to the equation. It is commonplace in politics and sports. A coach may use comments from the other team to motivate their team and win the game. A politician may use we/they positioning to get out the vote. However, inside an organization where everyone is on the same team, it is…
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How to Be the Public Relations Person for Those You Lead | Healthcare Plus Solutions Group

How to Be the Public Relations Person for Those You Lead

Quint Studer
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“Be the change you want to see in the world.” This quote is most often attributed to Mahatma Gandhi. It comes up in conversations with groups to which I am presenting. In these conversations, I often share that research shows that when a person receives three compliments for every one criticism, they feel more positive about the sender. Two compliments per criticism creates a neutral feeling about the sender, and a one-to-one ratio creates a…
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Silence Is Support…and Other Truths Learned From Life | Healthcare Plus Solutions Group

Silence Is Support…and Other Truths Learned From Life

Quint Studer
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My writings come from life experiences. As I reflect on my recent experiences in the field, here are a few items that come to mind. Silence can be interpreted as support or agreement. At times, that is correct, but not always. A person may say to their coworkers, “We never know what is going on around here.” While the coworkers may feel that statement is not accurate, they remain silent. The person then believes the others…
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Everyone Is Important, and Every Job Matters

Everyone Is Important, and Every Job Matters

Quint Studer
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My last column was on uplifters. By this I mean people who lift others up. When I wrote the column, I was not aware that the week it was published, I would be uplifted by spending two days with the leadership team at Loma Linda University Health (LLUH) in California. This organization is well regarded for many reasons. One is that Loma Linda has the world’s first proton unit used for cancer patients. Another is…
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Are You an Uplifter? | Healthcare Plus Solutions Group

Are You an Uplifter?

Quint Studer
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We all know those people who uplift others. This past week, I was with a group and mentioned Norm Adams. If you have read my work over the years, this name will be familiar to you. If not, let me explain. Norm is no longer with us physically, but like many, his legacy lives on through others. I met Norm in July of 1996. I had just moved to the Pensacola area. While waiting to…
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