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…

Can you hear me now?

Have you ever been frustrated with your patients when they don’t follow your instructions or with your staff when they don’t do what you ask? Do your patients or staff ever look at you like they heard what you said, but do not have any idea what you meant? Jargon vs. Conversational Sometimes a person…

WHATEVER HAPPENED TO MANNERS?

Remember when the appropriate response to “thank you” was “you’re welcome”? This question prompted my friend Mike (who retired from successful careers as a police commander and as a judge) to share the following story. You or someone you know can probably relate to this: The first casualty of old age is your dignity. Anyone…