Blog

Five Team Behaviors that Stop Communication Failure in Health Care

Ebola, a disease feared like the fictionalized ones in deadly virus movies, has recently come to the United States. Of course it was just a matter of time before an infected person arrived from West Africa where Ebola has been devastating, but our healthcare system was primed, we were told, by the CDC to care for Ebola patients and patients with other serious contagious diseases as well. Among...

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Coaching, a Case

On Beginning a Career   I’ve coached people who are applying for jobs for many years. I’ve advised them about how best to communicate with HR representatives to secure an interview, how to take interviews and impress prospective employers with their skills and potential, and how to follow-up with e-mails afterward. My coaching has always been well received, and my favorite feedback has been...

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The Technology Paradox: CRM and Flight 214

Asiana Flight 214 cartwheeled into the San Francisco miraculously killing ‘only’ two passengers directly.  Preliminary assessments of the crash highlight one paradox of modern technology: technology can help correct for human performance failures, but we sometimes rely on technology so much that we abandon our own skills and judgment—even when those skills and judgment tell us not to.  We can...

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Teamwork When It Counts Most: CRM

  Recently Ellen and I had the privilege of presenting a workshop on communication and teambuilding at the annual meeting of the New York State Fire Chiefs association.  We were scheduled for the end of the day (a Friday) – at the same time as a wine and hors d’oeuvre reception.  Our expectations:  low turnout and restless participants.  Were we surprised—a full room and an engaged...

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Compassionate Care, or Business as Usual?

Compassionate Care, or Business as Usual?      About a month ago an acquaintance went to her physician for a checkup and found that her blood pressure was very high, 180/100. Since this was uncharacteristic, both she and her physician were alarmed. He recommended blood work, an echo cardiogram and an aortic ultrasound. She made appointments immediately at a Radiology Center and within a few days...

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The value of trust

      How much is trust worth? For all of the talk about the importance of trust in organizations, we tend to accept the value proposition on faith.  We rarely pin down what trust actually looks like and what it is worth in organizational transactions. A case:  A consulting engagement  I had with a firm that made large stamped and assembled chassis components and frames for the auto and truck...

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