Client Satisfaction | Emotional Intelligence | Healthcare

Building an Emotionally Intelligent Team: Lessons from a Client Satisfaction Expert

  What Nurses Can Teach Business Leaders about Emotional Intelligence, Customer Satisfaction & Employee Engagement In industries that have narrow margins and lofty goals, executives have to make certain every dollar invested yields greater returns, and that the end result is client satisfaction. Nowhere is this more evident than in healthcare, where “value-based purchasing” is changing the way providers serve …

Authentic, Responsible Leadership

Does Authentic Leadership Require too High a Cost?

Advocating for Responsible Authenticity in Our Interactions at Work Have you ever had a colleague who got under your skin, in a bad way? I was that colleague for one woman – let’s call her Anne. Once, during a heated exchange, Anne fervently (some might say “angrily”) asked me not to “Crucial Conversations” her. (Crucial Conversations is a trademarked communications …

Managing the International Travel Experience through Emotional Intelligence

The uncertainty and stress associated with international travel for an important event can be overwhelming. The time difference changes alone will have you sleep walking during important interactions or meetings. I had the tremendous opportunity to attend the Irish Academy of Management Conference in Ireland last month.  As I prepared for the history and sightseeing points of interest of Ireland, …

Emotional Intelligence

Do You Have the Emotional Intelligence for the Job? How EQ Gets You Hired, and Gets the Job Done

As an operations professional, Charlie (name changed) began his job search with a single organization in mind: a Fortune Best Places to Work company with a sterling reputation for hiring exceptional leaders. He polished his resume to make sure his vast experience was evident; in interviews he stressed his background working in similar roles. When he got the job offer …