How to Turn Your Current Team Into Ambassadorsby Dr. Ron Arndt
In my last post, I talked about hiring ambassadors. What about the staff you currently have?
Here are some action steps:
- Review job descriptions and team member competencies. Note technical proficiencies and areas where attitude impacts patient satisfaction. Identify incongruent areas and meet with individual team members to give feedback. Determine next steps and ask the team members to sign off on it.
- Create a list of questions that will help you determine attitude: Do exercises with your team to improve their attitude and patient service. Ask questions like, Tell me about the most difficult patient you have ever dealt with? Coach the team member through it.
- Accentuate the positive. Ask your team to make a list of what they like about their job and what they do not. Think about the things you like and then talk about them in a team meeting.
“How we think shows through in how we act. Attitudes are mirrors of the mind. They reflect thinking.” ~ David J. Schwartz