Habits are a time saver. They function a bit like reading a large paper map and knowing where to go with a single glance instead of having to rotate the map and trace the route to the destination with your finger.
But sometimes there’s a downside to this kind of efficiency. Sometimes the fast way doesn’t work and we go off course. Such is the case with a great many approaches to motivating employees. Just when the situation calls for deliberation and a different approach, our habits kick in and we again head down the route that is fast and easy, but a bit off course.
One of my coaching clients recently worked through such a situation. He had been leading a team for five years and for that whole time, no matter what the task, goal, or situation, he attacked it—pushing, leaning in, and constantly pressing ahead as was…
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Having served as CEO of one of the world’s largest corporations (Alcoa), and as Secretary of the Treasury of the United States, Paul O’Neill knows something about leadership. A while back, O’Neill was asked to write something about leadership, and he took the assignment quite seriously.
“I spent a lot of time thinking about what I had done for the previous 60 years and how to capture the essential ingredients of real leadership,” he says. O’Neill came up with three clear points focused not on the C-suite, but on what workers within an organization say about their work.
He says organizations with the best leadership – “with the potential for greatness” – are those where every employee can say yes without reservation to three questions:
- Can I say every day I am treated with dignity and respect by everyone I encounter without respect to my pay grade, or my…
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As part of yesterday’s Customer Experience Day celebration, I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. The session kicked off with a panel from the DFCI discussing patient experience.
I’m a big fan of DFCI and have enormous respect for the great work that it does in battling cancer. The panel, which included a cancer survivor turned volunteer, was fantastic. I was inspired by the commitment and compassion they displayed.
One of the points that came up was DFCI’s commitment to treat the whole person. This explains why it provides things such as hand massages during chemotherapy treatment. DFCI doesn’t just treat the disease, it treats the whole person.
I love the concept of the whole person. It’s not just applicable to DFCI or other health care providers, but to every organization. It’s a powerful concept for anyone who cares about customer experience. Here’s how I…
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“She gained as much as she gave.” TMC Volunteer contributes to major improvements for diabetics’ carePosted: October 6, 2014
“You have diabetes. Buy a book.”
That’s what Marjorie Zismann’s doctor told her when he diagnosed her with type 2 diabetes in her early 60’s. Since then, attempts to understand her disease have left her completely frustrated. Every day, she weighs herself, pricks her finger, squeezes out a drop of blood to check her blood sugar and takes her medication. Mealtimes consist of sorting out “yes” foods from “no” foods, which leaves her feeling restricted with little control over her disease.
Now 78 years old and retired, Zismann volunteers at Tucson Medical Center. She was a patient here about a year ago, and was invited to be a patient advocate during what’s called a “kaizen.” It’s a rapid-improvement workshop made up of about a dozen leaders from different departments who set out to tackle a very specific issue. The meeting is a crucial process of TMC’s…
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