Who Do You Think You Are?

When we were growing up, “Who do you think you are?” was a question (usually coming from someone in authority) that would make us stop dead in our tracks.  It was frequently followed by that same person saying something like “You’re getting too big for your britches!”

Diverse Diversity

It seems like everyone has a diversity office nowadays.  Governmental agencies, corporations, and large companies; even small companies often have a diversity officer of some sort.  These offices and officers seem to have a laser focus on racial, ethnic, and cultural diversity.  They often overlook “vertical diversity”.  That is the diversity between and among the…

If Yogi Ran Your Medical Practice…

A beloved character in all of American (not just baseball) history is Yogi Berra. Widely known for his witticisms, he is often quoted. He may even be misquoted, but one can never tell. One of his most popular phrases is “Baseball is 90% mental and the other ½ is physical.” More than one baseball manager…

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…