Leadership |Language of Caring - Part 3
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Leadership

August 17, 2016
Leading with HEART
Wendy Leebov, Ed.D.
Partner & Founder, Language of Caring, LLC
Curious about what executives are looking for when they hire leaders nowadays, I leafed through some Classified Ads. I was especially curious to see whether organizations are recruiting applicants strong on customer orientation, empathy, employee engagement and team leadership skills. I did see a few ads seeking people with these attributes. But more often, the requirements included ‘tough, decisive, hard-nosed, financially savvy, and results-driven.’ Seems to me that many executives still value leaders who lead with their heads, not their hearts. They put business before benevolence. And they miss out on the many benefits of compassionate leaders in action. Fortunately, it’s not either-or.
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June 15, 2016
Healthcare Managers Bridge the “I Can” and “I Do” Gap
Dorothy Sisneros, M.S., M.B.A.
Partner & SVP, Client Services, Language of Caring, LLC
Being caring and communicating caring are two very different things. In the same vein, having skills and using them are two very different things. When employees engage in communication skills training, they improve their skills, but this doesn’t mean they use the skills in their work. As I see it, bridging the gap between people’s capabilities and their USE of their capabilities is a major challenge to us as we pursue the consistently exceptional patient and family experience.
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May 11, 2016
The Role of Leadership in Patient Experience
Chris Woods, BSN, RN
Patient Experience Officer at Murphy Medical Center, Murphy, NC
The patient experience is increasingly important in people’s choice of healthcare providers. There is no longer tolerance for a facility that excels at healing but lacks empathy and compassion toward patients. Patients want to feel well holistically, not just symptomatically. Because in today’s competitive market, patients compare healthcare to other service industries, a healthcare facility needs to couple clinical expertise with service that matches or exceeds hospitality industries. Healthcare leaders have to accept this change. There are no exemptions.
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February 10, 2016
Planning for Sustainability by Wearing Four Hats
Wendy Leebov, Ed.D.
Partner & Founder, Language of Caring, LLC
As is true with any challenging organizational priority, progress in enhancing the patient experience over the long haul takes an enduring vision, periodic stock-taking, planning, and implementation -- and then more stock taking, planning, and implementation in an endless cyclical process. Borrowing the four hats of the creative person developed by Roger Von Oech in A Kick in the Seat of the Pants, members of your patient experience steering team need to act as explorers, artists, judges, and warriors in order to press your strategy forward.
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