In thriving healthcare organizations, trusting relationships are a foundational piece of the culture. Trust is mutual: we tend to trust people who also trust us. That’s…
Looking to spark a trust-building conversation with someone you lead? Start with a question. Asking (not telling) builds rapport, fosters psychological safety, and makes…
I woke up recently in great spirits. I was spending time with a group, and they noticed my jovial demeanor. One person described it as childlike joy. Later on, another person shared that since they have begun meditating, they are doing better. It hit me: I had meditated every morning for the past week. Maybe this influenced why I had woken up in such a good mood. As he continued speaking, I realized that I…
As a leader, do I bring the needed enthusiasm to those I meet? Do I express optimism about the future? Lately, these are questions I’ve been thinking about a lot. With each of my books, columns, articles, podcasts, and presentations, I hold up the self-awareness mirror. The question I ask myself is: How well am I following what I recommend to others? Sharing best practices in leadership provides such an opportunity. It is normal for me to come…
Gossip is something I’ve encountered at various times in my life. I am on a journey of learning. When I share about work situations and community items, the fact that they’re based on actual experiences is helpful. It provides me with empathy and understanding. I know how hard being in a leadership role is. In studying recent employee engagement results and reading comments, it became clear there are signs of gossip. In researching materials on…
Organizations work very hard to create and market a great brand for consumers. Their goal is to make sure their products and services are distinguishable from the products and services of others. I’ve seen a brand described as a perception in the mind of the customer, and as a promise of what they will experience. That brand promise is vital. It attracts customers and gives them a reason (the “why”) to use the product or…
In this season of Thanksgiving, it occurred to me that one thing I’m deeply grateful for is the opportunity to give. Since well before the inception of Healthcare Plus Solutions Group (HPSG), my colleague, Quint Studer, and I have tried to demonstrate a closeness to the healthcare industry…and part of that closeness is illustrated by looking for opportunities to give back. One of the most tangible illustrations was the amount of time that Quint has…
What are you doing to develop your replacement? What is being done to build depth in your company? These are important questions for all leaders to consider. The subject of succession planning came up in a conversation with Will Dunaway, the chair of the board for the Center for Civic Engagement. Will is an attorney for the law firm Clark Partington. His office is in Pensacola, Florida. Will was one of several people from Clark…
How many times have you heard, or even said, phrases like the following? You must keep your personal and professional life separate. If someone gets complimented, they will get a big head. Too much praise may cause people to become complacent. It is important to balance positive and negative feedback. We may accept them as truths…but are they really? These are a few of the statements that came to mind as I listened to Tom Dahlborg present at EntreCon®,…
When it’s time to move forward, it’s better to act based on facts, not guesswork. In my experience, knowing the facts usually leads to better outcomes. When we have data on a situation, we are more likely to know what to do next. That’s not to say we won’t miss the mark at times—but actions based on facts are always better than actions based on assumptions. It’s always helpful for organizations to have good studies…
Who made a difference in your life, or at least in a situation you faced? Do they know it? The response to my column on how small gestures can make a big difference was wonderful. The emails and/or posts with people sharing their stories suggested my own experiences and the experiences of others are much the same. In most cases, the person who made the difference is probably unaware of their impact. It is important…
Do small gestures and personal touches make a big difference—or at least some difference—when serving customers? I feel the answer is yes. In fact, in a world that’s increasingly automated and impersonal, they are more noticed and appreciated than ever. I was on the way to a workshop in Austin, Texas. My presentation was scheduled for day two. I decided to arrive early so I could attend the afternoon session for day one. My plane arrived around…