Get the CD and Workbook!
Leadership development, training materials, discussion guide, workbook, employee engagement, employee retention, Ordinary greaness, CDs, training module, healthcare leadership
Brian Jones & Pam Bilbrey, authors of Ordinary Greatness
Authors Pam Bilbrey and Brian Jones join Kristin Baird in a content-rich webinar that presents the essential for employee engagement.
Face it. Engaged employees deliver the best service. So doesn't it make sense to do everything that you can to engage your staff? Find out how. If you missed Kristin Baird's live event, Harnessing Energy - The Leader's Role in Cultivating an Organization of Service Stars, you can still get the entire program on CD.

Known for her content-rich webinars and workshops, Baird's 90-minute session focuses on the essentials of employee engagement including a method for calculating the cost of disengaged employees and the ROI for taking action.

Baird's guests were Brian Jones and Pam Bilbrey, co-authors of Ordinary Greatness. Featuring some highlights from their book, the pair discussed the blinders that block leaders ability to spot ordinary greatness and steps for nurturing greatness.

The three present a thought-provoking discussion on leveraging the talent that's all around you every day.

As the former president of Baptist Health Care's Leadership Institute, Bilbrey shares practical advice and real-world applications for leading a culture of greatness. Brian Jones, the former director of people development for Baptist Health Care joined Baird and Bilbrey with great stories and examples that help the listener to understand how to put principles into practice.

In one convenient CD you will receive:
* Flash video of the live webinar presentation with slides and audio
* PDF of pre-session activities
* PDF of session workbook

In this 90- minute session covers:
* The bottom line impact of an engaged workforce
* How to spot the 4 levels of engagement
* 7 Actions that managers can take to increase engagement
* 5 Common reasons that leaders miss out on staff potential
* 4 Leader actions that nurture and leverage greatness
* 3 Common reactions to change in the work environment and how they impact engagement and results

For only $89 you will receive a high quality, content-rich training session and materials.

Materials are appropriate for both self-directed learning and group training sessions.

Did you miss the August 17th webinar featuring Kent Seltman, co-author of Management Lessons from Mayo Clinic? The CD, slides and workbook are available now for only $89!

Your brand is a promise that goes far beyond your advertising tag lines. The question is; are you living up to that promise consistently? Your customers expect it at every moment of truth during each and every encounter. Learn how to unify your staff and build ownership of the customer experience. When you live up to your promise you build trust.

This recorded webinar went behind the scenes of one of the world's most admired service organizations when
Kristin Baird, interviewed Kent Seltman, co-author of Management Lessons from Mayo Clinic.

As the former Director of Marketing at Mayo Clinic, Seltman was charged with managing the brand for this world renowned organization. During this 90-minute presentation, Baird revealed crucial elements in aligning the brand promise with the patient experience in order to build trust and credibility with customers. Baird brought those principles to life in her interview with Seltman who revealed how Mayo Clinic has made customer service an integral element of the Mayo brand.
This recorded webinar includes valuable pre-session exercises and workbook that immerse the participants in evaluating their

* 3 tactics for matching key words from your mission, vision, and value statements with observable behaviors
* Important steps for aligning associates with the brand promise
* How Mayo Clinic developed its brand promise into a cultural imperative.

For only $89 you will receive

* Pre-session worksheets
* Session workbook
* Webinar slides
* Audio CD of the 90 minute webinar, complete with Q&A session

Did you miss the live event? No worries. You can still reap the benefits of Kristin Baird's expertise by ordering the recorded session with practical tips as well as all the materials share with the live participants.

Consider this: How consistent are your customer experiences? You'd like to believe that every encounter is a positive one, but chances are, the experience depends on the employee, the department, the time of day and even the day of the week. Do you really know the truth about your customers' experiences? What you don't know, can and does, hurt you.

Many organizations are struggling with low HCAHPS Scores and need to make necessary improvements.

What can you do to learn more about the actual patient experience? In this fast-paced 75 minute session, Kristin Baird (AKA Health care's customer service guru) shared 6 key
assessment points for gauging the customer experience. She also offered practical tips on how you can make significant improvements in the key areas.

If you missed the session you can still benefit from the content and materials. Here is what you will get for only $89 plus shipping and handling:

- 75 minute video of the presentation
- Pre-session worksheet to help you get the most out of the presentation
- Handout of the slides
-a reproducible copy of her experience mapping tool
- a checklist for improving the experience in two of the most common trouble spots.

Take charge of the customer experience with this easy-to-use program. The workbook exercises will help you to discover important aspects of the customer experience with your health care organization. Improvement starts with understanding how your customers see you. Challenge yourself to see through your patients' eyes.

Creating a culture of service excellence takes solid leadership. Learn practical applications of core leadership principles that will help you to raise the bar on service excellence.

This 5-part series is now available as a packaged, turn-key self study. Step by Step is an action-packed, thought-provoking tutorial designed to inspire and develop the leader within. You'll get the five 90-minute recorded web seminars, partnered with pre and post-session activities. Participants are guided through a step by step approach for raising the bar on service excellence. This curriculum was developed in conjunction with the recently released Raising the Bar on Service Excellence: The Healthcare Leader’s Guide to Putting Passion into Practic. Author Kristin Baird provides a pragmatic approach for putting key leadership principles into practice. With a combination of lecture and interviews with industry experts, and practical interactive coursework, this series provides the tools you need to raise the bar with measurable results. It is recommended for CEOs, COOs, CNOs, department managers, healthcare marketing executives, planning and business development managers and clinicians.

As healthcare leaders in a struggling economy, it is time we face the fact that consumers don’t want our services. When people get sick or injured, they view treatment as frightening, overwhelming and an intrusion on their daily lives. Money and health are valuable commodities that drive consumers to focus on the only decision left to them – which provider to choose. Advertising may position our organization as “top-of-mind” with consumers, but consumers still turn to word of mouth as a key driver in provider selection. With quality and pricing seemingly standard in the eyes of the consumer, customer service becomes the true differentiator that will influence todays reluctant and yet savvy buyer.

Make sure your leaders are aligned with the crucial behaviors that will help you raise the bar on service excellence.

Click the link below to order today! When you're taken to the product order form, please use the Raising the Bar on Service Excellence Step by Step Webinar Bundle pricing to order your webinar in a box.

Raising the Bar spotlights five common denominators found in the most service-centered health care organizations. The stories and case examples in the book demonstrate these five essentials in action. Organizations that set clear priorities, hire right and develop their people, establish effective processes and help individuals to develop a strong sense of purpose rise to the top. When these essentials are firmly in place, then catalyzed with passionate leadership, the results are palpable.

Each chapter contains exercises to help the reader reflect on their current environment and make plans for improvement.

This popular book was written for nurses, by a nurse and captures the true essence of the profession. In addition to sharing heart-warming and humorous stories, the book offers writing cues to help the reader to reflect and journal for self discovery.

Call for discounts on bulk purchases.
1-866-686-7672

This journal was written as a companion piece to the book, Reclaiming the Passion. The journal offers numerous writing cues to help the nurse reader to reflect on key moments and milestones encountered in nursing.

Used in the classroom as well as individually and for organizational storytelling, this journal is a wonderful tool to help nurses get in touch with their inner feelings


Enclosed in each journal is a 59 minute music CD. The meditative and relaxing piano music was composed and performed by a nurse and pianist, Tammie Heintzman.

This gift set includes Reclaiming the Passion, Journaling to Reclaim the Passion and the piano music CD. The complete set makes a memorable gift for that special nurse.


Call for bulk discount information!
1-868-686-7672

Customer Service in Health Care concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values and standards.

Learn to see the world through your patient's eyes. This course includes six great sessions with industry leaders and Six CDs with all the session materials for one minimal investment.

Best of all, you can include one, ten or one hundred and ten participants. In fact, the more people you include, the better your chances for making significant improvement. But hurry, seats are limited.