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Coaching
Click each header for program information.
Not sure how to lead your organization towards an effective cultural change? Want to improve customer service but despite your best efforts haven’t made a significant impact on scores yet?
ILS provides one-on-one coaching and leadership workshops for top-level executives with influential roles in the organization for leading a cultural service change. We know how hard it can be transform an entire organization. Change is not easy. Most people are resistant to it. We can help you affect the change you know your organization needs. We can guide you in walking-the-talk and rounding for outcomes.
Call us to find out more about individual coaching, or click on Training to read about the workshops we can provide for groups of leaders.
Click here to see the listing of Leadership Retreats
Full-day Workshop
In this full-day workshop, you will spend much of the morning focusing in on you as the leader. What does your daily walk look like, what steps do you go through in your daily routine to get the job done? What impact are you having on the people around you, the staff on the elevator, staff you work with? Does your daily walk mirror the way you want to do business? We will look for ways to close that gap and build a plan for you to lead by example.
In the afternoon, we will focus on the entire customer/ patient experience, mapping out each (major) step in the typical experience and looking for ways to move the customer satisfaction (or Press-Ganey patient satisfaction) scores up incrementally, one step at a time, one Touchpoint at a time.
Outcomes
- A cognizance of your leadership style and its impact on those who interact and observe you.
- A personal plan with specific goals on what you are going to do to personally create a better example of a leader of the way you want business and service done in your facility.
- A comfortability with the Touchpoint mapping tool and the ability to share that tool with your direct reports, then integrating questions off the customer satisfaction surveys into each Touchpoint and setting goals to raise the scores.
- For healthcare: integrating questions off the Press-Ganey survey right into the departmental Touchpoint Map and setting goals and steps to “STRIVE FOR 5’s”.
Most organizations today are constantly reshaping themselves, shifting to fit our rapidly changing world and the increased expectations of our customers. That’s the only way to survive in this fiercely competitive environment.
Transforming individual employees into real teams all fulfilling the organization service promise requires a shared understanding of each person’s “role” in the overall experience.
Learning Objectives
- Learn the process for effective change management.
- Avoid the pitfalls of ineffective change management.
- Discover your leadership style and how it impacts others.
- Understand what make a group effective or ineffective and learn how to build solid teams.
Click here to see “Training”, where we offer Leadership Workshops on topics like Change Management, how to Round for Outcomes and how leaders can Inspire Others.
3-hour Workshop
Our team will meet with your leadership team members to review and discuss the overall approach for your organization’s service initiative. The meeting will explain the steps of the process in more detail, manage expectations, discuss roles, review the timetable, and answer questions and concerns.
Outcomes
- A clear understanding of the steps and commitment needed from the leadership team to ensure success.
- A discussion on how best to deliver the training effectively throughout the organization.
- A rough framework for establishing ongoing communication between your leadership team and ILS.
- A timetable for the engagement that meets your needs.
The difference between a customer service training program and a long term “way of doing business” lies in an organization’s ability to integrate world-class service throughout the culture. This is a vital way to ensure your organization’s ability to maintain and sustain exceptional service regardless of personnel changes. Your Training Team is responsible for communicating and implementing the cultural changes in a cascading manner.
Team ILS can help raise the bar on the facilitation in your organization’s programs, such as your New Hire Orientation Program, to create an outstanding impression on your new hires on their first day of work. We show you how to affect the long term behavior of the audience attending the workshop. These desired behaviors should directly relate to your company’s mission, vision and values. All of this is done in an interactive way, to gain the attention of attendees with stories, examples, exercises and games to further cement it to memory.
We offer various physician workshops and retreats, including:
The Physician Experience: A Physician Assessment & Retreat
Often a critical part, and sometimes the key to, any healthcare organization’s culture change is successfully involving the physicians, or even better, get them to help formulate and lead the change.
Physicians must be on board… they can make or break a service initiative.
- Brian Wong, M.D. |
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To do this, our physician partner, Dr. Brian Wong, will conduct a physician assessment, which involves interviewing 20-30 physicians and tallying survey results into common issues, suggestions and next steps. He is looking for themes, plaguing issues, and overall gaps between physicians and patients, physicians and staff, physicians and physicians, and physicians and administration. The last question we ask at the end of every interview is “if we were to work on solutions to these issues, would you make time to be part of that retreat/meeting?” Typically, the information compiled is presented at a private meeting to administration, then at the monthly physicians’ section head meeting, and lastly at a future scheduled Physicians’ Retreat.
Outcomes
- Understanding the physician experience in your organization: themes, issues and gaps.
- Gaining physician involvement in leading improvements and changes in your organization’s service culture.
“Physicians Behaving Badly: The Dark Side of the Force”
(Keynote Speech or Workshop available)
Dr. Brian D. Wong, MD will confront the most pervasive, far-reaching and evaded problem facing the healthcare industry: disruptive physician behaviors and their impact on workforce morale, patient satisfaction, resource consumption, clinical quality and patient safety.
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