A key to reinforcing excellent behavior is to show appreciation. Saying “Thanks!” may seem less hard-nosed than other aspects of leadership, but it can have a dramatic impact on morale, culture, and behavior. Instead of badgering low performers, we should spend more of our valuable time honoring high achievers. If you want employees to work harder and do something different to improve the patient experience, you’ve got to reward them when they do. Find any excuse to recognize progress!
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