Eat THAT Cookie!: Make Workplace Positivity Pay Off...For Individuals, Teams, and Organizations

Focusing on service does not make the job more difficult. It makes it more rewarding.

discussing. She's asking him to abide by a commonly accepted practice that has been in place for a long time. She feels completely justified in enforcing the behavior so there is no unpleasantness associated with confronting Joe about it. So, cost is pretty easy, accountability-wise. Quality is another no-brainer. Most leaders are so comfortable ho

has little to do with the parking lot, the benefit plan, or the staff schedules. Employee satisfaction boils down to knowing how we make a difference and how the work we do has purpose and meaning. And when people believe in the work they're

bug us, we can't ever have a good day. We get as much negativity in our departments as we are willing to accept. And I believe that in healthcare, from top to bottom, we are far too accepting of negativity in the workplace. I don't think it is okay for some staff members to come into work every day in a bad mood just because the work is hard. After

I would start with what I felt was the most obvious reason for the bad scores. “We actually do a great job at customer service,” I would say. “Our patients just don't realize it.” I guess I was talking about that “stealth” service—you know, the kind that's so specialized only an expert can detect it. Next, I rationalized it must be the survey tool.

Focusing on service makes the job better. It makes people feel proud about their work. It makes for a much more positive work environment. And that's what we need in healthcare.

We were one baby away from the ribs!” lamented one nurse. And then, finally, June was THE month! They started June 30th with 98 deliveries. By 6:00 p.m., they brought three more babies into

in my years working in the healthcare

man named Matt Hale. He owned several executive search firms that specialized in accounting, data management, and