ing on it. It's important for employees to know we're not blowing off
the issues that are important to them.
Our leadership team meets weekly to discuss all pressing issues at
the center. Before the meeting adjourns, everyone agrees that staff
members will get the same answer to a question, no matter who they
ask. We don't always agree on decisions that are made, but we're
committed to sharing a consistent message.
Show appreciation
Employees are encouraged to deliver written kudos to their
colleagues, and those who receive several of them receive $5 gift
cards or other small giveaways. We've also established a new
employee recognition week. Employees know that although we
call them into our offices often, it's not always to call them out.
We're now making more of a concerted effort to let every staff
member know they're doing a good job. That simple gesture goes a
long way to increasing their overall satisfaction.
Proof positive
One employee was particularly difficult to manage. We met weekly for
about 20 conversations in all. It was awful at first. There was anger,
tears, denials and a lack of awareness. But we worked together on
how they could improve. The employee eventually told me she real-
ized how her behavior negatively affected her teammates and thanked
me for helping her grow as a person and as a professional. Hearing
that type of feedback from a staff member was extremely rewarding,
and inspired us to ensure we continue to work in a supportive and
positive environment.
OSM
Ms. Rowe (laura.rowe@scasurgery.com) is the director of nursing at
Lakeside Surgery Center in Omaha, Neb.
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