It’s Too Noisy in Here!

In the basics of any Passion for Patients™ workshop, we begin with a discussion of barriers to effective communication. One of those barriers is noise. For our purposes, the definition for noise that we like to use is: “Anything that causes the signal received to differ from that which is transmitted.” In one of our…

THE EYES HAVE IT!

THE EYES HAVE IT! (but not all of it) “Look at me when I talk to you!”  “Look me in the eye and say that!”  All or nearly all of us have either heard these statements, or have made them ourselves. In many cultures and in our culture in particular, lack of eye contact is often an indicator…

Don’t Jump!

In Spanish, the word “señor” can take on several different meanings; a man, a master or boss, a husband are just a few examples. The English language is more precise in the meanings and use of words. However, we have given away much of that precision through improper use of the language and the use…

SPACE-THE FINAL FRONTIER

You don’t even have to be a real Star Trek fan to remember that each episode began with the statement “Space—the final frontier”.  If you think about it, space is also one of the original frontiers. People have always gotten in each other’s face….sometimes as a way to intimidate; sometimes because the nature of the…

CUSTOMER SERVICE HAS NO PLACE IN HEALTHCARE

Once there was a time when people took great care in what they wore when they went out.  Men and women selected from their business wardrobe to dress for work.  Candidates for elected office dressed in suits, ties, and up-scale attire. Airline passengers dressed up for their flights. Over the years, America has become more…

AWK-WORD

Or is it AWKWARD?  In today’s politically correct culture, many people are afraid to say things for fear of offending someone.  Customers often find it much easier to complain about a defective product than to complain about substandard service—-because the product cannot take offense. Teachers are reluctant to have competition in classrooms because the very…

Shocking About Electronic Communication!

Experts tell us that communication is 7% verbal and 93% non-verbal; of the non-verbal, 55% is body language and 38% is tone. In today’s world, there is a new category that contributes to communication …… that is ‘Electronic Communication’. When it comes to ‘EC’, let your conscience be your guide. ‘EC’ includes speaking over the…

SOME CANCERS SPREAD LIKE WILDFIRE

Most of us have known someone with cancer.  Many of us have known someone who was diagnosed with cancer and in no time at all we were attending a memorial service.  What people don’t always realize is that organizations can also get cancer. The cancer I am talking about is incivility in the workplace. Some…