Speeches

Conflict Resolution

• How to Hold Another Employee Accountable When They Don't Report to You
• Air Traffic Control - The Receptionist Set Up to Fail!
• What is the Customer REALLY Saying to Me?
• Body Language - Everything Speaks: Integrating Performance Behaviors in the Workplace

Loyalty

• Loyalty is Not the Same Thing as Satisfaction
• Creating Service Fanatics
• Service Recovery is the Quickest Way to Customer Loyalty
• The Art of Storytelling

Leadership

• Effective Leadership Rounding
• Big Rocks First - The Master Plan for Service Excellence
• Tell Your Personal Story and Live the Story You Tell
• My Leadership Touchpoints: Mapping Out Your Daily Walk and Measuring Each Step Along the Way
• Everything Speaks Series: "Effective Time Management (Setting Priorities)"
• Everything Speaks Series: "Effective Meeting Management"
• Communication: When to Lead, Listen, and Do Nothing at All
• How to Coach Up!
• Leading and Inspiring World-Class Service
• My Role in the Show - Service Excellence
• How to Measure and Share What's Really Important

Measurement

• Making Sense of the Press-Ganey Survey
• Action Planning from the DATA (Employee Morale and Patient Satisfaction)

Patient Care

• "The Anatomy of Care" Interactive DVD Workshop
• "First, Do No Harm" video series
• Everything Speaks- Paying Attention to What the Patient Hears, Sees, Smells, Touches, and How it Makes Them Feel

Physical Architecture / Environment

• The Hospital of Tomorrow: Designing Your Brick and Mortar so that it Doesn't Take Your Blood, Sweat and Tears!
• Detractors or Enhancers - As You Walk in Your Customers' Shoes, Which Best Describes Your Business Environment?
• Engaging Your Housekeeping Staff in Creating Personal Touches

Physician Relationships Physicians Behaving Badly: The Dark Side of the Force, Brian D. Wong, M.D. Dr. Wong 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.

Service

• Creating and Checking the 'Service Vital Signs' to a Healthy Organization
• Creating a World-Class Service Culture
• The Southwest Airlines Approach to Fanatic Loyalty!
• Dissecting Disney's Cultural DNA
• Hardwiring the Ritz-Carlton Way into Your Architecture (Human and Physical)
• Mapping out Your Entire Customer Experience-and Incrementally Raise the Bar at Each Touchpoint