Brian Lee

Refreshing the workplace through agility, empathy and creativity

YOU WILL LEARN HOW TO:

• Provide nurturing, empathetic support to leaders and employees suffering from the multiple negative side effects of COVID-19 fatigue.
• Provide practical mental and emotional first aid as a powerful tool for kindness and retention.
• Enhance your understanding of the suffering of others through empathetic, active listening.
• Clarify the priority issue that “keeps you awake at night” and know how to deal with it.
• Gain enhanced self-mastery through the eight facets of resilience.
• Bring joy to your work environment by enhancing the quality of positive communication.

Re-energize your entire team’s commitment to becoming a 5 Star Hospital of Choice.

YOU WILL LEARN HOW TO:

• Gain buy-in from everyone who is not at the bedside as caregiver and then actively engages them in improving their patient experience.
• Achieve a dynamic, positive shift in frontline morale and attitude.
• Re-engineer your internal communication process to fully engage and empower everyone at every level.
• Enhance, engage, and empower everyone to embrace the 7 License to Please empowerment tools as a consistent part of their daily practice.
• Take advantage of the concept of Atomic Habits to focus on the little things that are big things for patients.
• Implement the imperatives of 5 Star patient experience.
• Enhance personal job satisfaction.

Stop the bleeding, find and retain quality staff.

WHO SHOULD ATTEND:

• C-Suite, Executives, Senior Leadership, Managers, Supervisors, or Team Leaders at any level who are serious about fixing their staffing turnover problem and getting and keeping quality talent.
• HR Professionals, Recruiters, and Educators who are actively engaged in staff recruitment and retention.

YOU WILL LEARN HOW TO:

• Reduce perpetual costly turnover.
• Stop pressuring staff for overtime.
• Eliminate excessive agency costs.
• Reduce vacancies.
• Avoid excessive sign-on bonuses.

BONUS ENGAGEMENT SKILLS:

• Enhance engagement and retention by focusing on the License to please empowerment tools.

Tools for agile leaders to proactively improve employee engagement and the patient experience.

YOU WILL LEARN HOW TO:

• Facilitate continuous change by mastering a system to gain buy-in from your people for anything.
• Inspire caregivers with empathy and provide emotional first aid to cope with COVID-19 fatigue and improve self-care.
• Improve morale through creative recognition and appreciation of best practices.
• Enhance retention by conducting inspiring team meetings that your staff will love to attend.
• Equip your leaders with leading-edge skills and the best practices to proactively engage the frontline in this new era of continuous change.

Revive, refocus, and reignite.

YOU WILL LEARN HOW TO:

• Implement the three imperatives to reignite your people and create a patient-driven culture.
• Use the Mother Test to recruit the best of the best.
• Cope with and avoid moral injury to help protect your caregivers from emotional trauma.
• Revive and refresh your own attitude towards patient care.
• Respond to the “great resignation” phenomenon and keep the good people you’ve already got.
• Provide emotional first aid to caregivers to prevent unnecessary job loss.
• Be inspired by a profound message of hope.

Discover the 7 steps to employee engagement, education, empowerment and ownership.

YOU WILL LEARN HOW TO:

• Organize a brainstorming session your staff will want to attend.
• Launch your caregiver meetings on a positive upbeat note every time.
• Conduct a creative changes briefing that will capture participant interest and attention.
• Employ the buddy system used by expert trainers to achieve instant participation and engagement from everyone.
• Overcome every potential objection by facilitating an engaging team building session.
• Develop a step-by-step rapid cycle implementation plan that is crafted by attendees.

How to recapture caregiver energy, ownership and buy-in.

YOU WILL LEARN HOW TO:

• Leverage the power of the three new leadership must-haves, resilience, agility, and kindness.
• Avoid letting the things you can’t control stop you from doing the things that you can control.
• Employ storytelling as a powerful way to inspire your people to go the extra mile.
• Make empathy and kindness your default primary communication style to help your caregivers heal and survive.
• Fully utilize the Operation Uplift Team Charter and Resource Guides to appreciate, nurture, and support frontline caregivers.

BONUS TAKEAWAY TOOL:

• Operation Uplift Team Charter and Resource Guides.

The 3 competencies to regain lost patient volumes and grow.

YOU WILL LEARN HOW TO:

• Reignite caregiver engagement and unleash their influence in the community, starting with family and friends.
• Educate everyone to use Sentence Starters to create patient comfort and alleviate concerns.
• Master the critical new skill of Reputation Recovery and how all caregivers can win back reluctant customers one at a time.
• Educate managers to lead in the new normal.
• Initiate a win-back advertising and social media campaign with the theme: We Have a Safe 5-Star Health Care Experienc.e Waiting for You.
• Launch your own patient video testimonial project where patients agree to record a short smartphone video: Why I Came Back.
• Create a 3-minute social media video: Reasons Why We are The Safest Place in Town.
• Bring back every single patient and more.

Brian Lee will go to extraordinary lengths to customize and personally tailor his presentation to meet your strategic meeting goals and make the message relevant to your audience.

IMPERATIVES OF EMPLOYEE INSPIRATION

• Empower and create continuous supportive teamwork
• Model personal resilience
• Ensure frequent, two-way, authentic communication at every level
• Avoid burn-out by treating every employee as if he/she were the only employee
• Transform staff morale and foster an appreciation and recognition culture
• Be re-inspired to fully realize your own potential in service to others

Achieve a Breakthrough in employee engagement at every level in your organization.

Accountability, with engagement, equals profitability. When everyone gets that ‘they are the customer experience’ no matter what their function or degree of contact with the client, they will connect at an accelerated level that will differentiate your company from your competition. Learn the strength of the five levels of engagement by everyone in your organization and how to improve them.

YOU WILL LEARN HOW TO:

• Avoid the 2 fatal mistakes most organizations make in getting staff to embrace new ideas.
• Implement the single most important best practice to both improve the client and customer experience.
• Discover the 12 biggest barriers to frontline engagement, and learn how to overcome them.
• Learn the five levels of engagement, where everyone stacks up in loyalty to their company and coworkers, and how each level affects the other four.
• Discover the three “must-have imperatives” to improve the customer’s overall experience and become a destination of choice.
• Apply the 3 cornerstones that make up a culture of engagement and understand the main reasons your good employees leave – and how to keep the good ones.
• Want to adopt the 4 imperatives to ‘K.E.E.P.’ your employees and grow their capabilities.
• Participate by answering “The 5 Question Survey” that identifies the holes in your leadership team that applies to patient satisfaction, and that need to be shared with everyone.