Highlighting the Postitives

Senior man in a wheelchair with a female nurse

“Managing up” occurs when we highlight positive aspects of our service or organization. Many organizations are faced with challenges, from old facilities to high turnover rates, so they hesitate to use this approach for improving perceptions. These same organizations forget they still have many aspects of excellence–experienced nursing staff, caring physicians, or dedicated volunteers. Talking about these areas of special value puts patients’ minds at ease.