Like, What Happened To Speaking With Conviction
Are people afraid to speak with conviction? Or are we losing people who really know, or at least believe they know what they are talking about.
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Key Skills
You need to develop and improve your managerial skills on an ongoing basis as your career develops and as you meet new managerial challenges. Whether you manage a department or a project team, it’s important to know how to get the work done right. When you’re asked to achieve something with the help of others,…
Steps for Effective Staff Training
The most important staff related task we have in Environmental Services is in training. Almost every challenge or difficulty we face can be reduced or eliminated with training. To help you I’m going to list steps that will help you conduct successful training. This is not meant…
Service Excellence and HCAHPS
At our hospital we are in year three of a Service Excellence Initiative. Partnering with Custom Learning Systems we have been been teaching all our staff hard and soft skills to improve customer service through service excellence. Being on the Service Excellence council has given me many opportunities to directly and indirectly influence the process…
$10,000 heated toilet
For most people, all they require from their toilet is that it flushes without blocking itself. But now a new high-tech toilet has been launched which includes a heated seat, a massage function, and two ‘sanitizing nozzles’ which it claims eliminates the need for toilet paper. It even includes a lid which automatically opens and…
Customer Relationship Managment
Customer Relationship Management or CRM means developing a comprehensive picture of customer needs, expectations and behaviors. In the Environmental Services (ES) world, CRM means looking at the ES function as a customer intensive business function instead of a facility services cost center. And the management part implies an active rather than passive role in influencing…
October Training Topics
A little late, here are some suggested training topics for October: Customer satisfaction surveys; HCAHPS, Press Ganey, Picker or your favorite. Don’t forget to add internal surveys and patient rounding results. Department team building. Always very important. Hazardous waste; transportation, handling and storage.