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Language of Caring Blog

The Language of Caring® team shares opinions, questions, essays, links, and suggestions to spark comments and ongoing conversation about challenges related to improving the patient, family and coworker experience.   Thought-provoking insights for healthcare leaders, physicians and staff.

September 13, 2016
Enhance the Patient Experience: Make Courage a Job Requirement
Jill Golde, M.S.
Partner & SVP, Market Development, Language of Caring, LLC

It’s 2 am and there’s loud talking at the nurses’ station. Marty realizes she and her coworkers must be disturbing patients. She lowers her own voice. Is Marty doing enough?

Many of us spearhead strategies to create a consistently exceptional and healing patient and family experience. We identify best practices and implement them with gusto. We give our all to launching and sustaining initiatives.

That’s great. And it’s not enough.

We have to engage in more than tactics that feel exciting, appealing, and heartwarming. We have to do what is called for even when it feels scary, awkward, or unnatural.

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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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July 12, 2016
The Strength of Humility
Paul Minzlaff
Retired Radiology Director and Life Coach, Artist

Humility. A word that seems to have gone out of fashion; too often seen as a sign of weakness or lack of confidence. But is humility an archaic value? Or is it a valuable trait that has been disregarded by a culture in which it’s “all about me”?

Humility means having a modest opinion of one’s importance or work. It means not thinking of oneself as superior to others. While in today’s world, people generally don’t like letting others define their value and contributions, I have to wonder–if I am truly making a difference in the lives of people around me, should I need to tell others how valuable I am?

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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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