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on building trust-based relationships and loyalty. Otherwise they'll get trapped
in a downward spiral of price-based competition.
• How we come across to others. Despite the remarkable gift we've all been given
that lets us quickly and accurately judge the intentions and abilities of others,
we are equally cursed with an inability to objectively see how we come across
to others. As a result, we frequently rub colleagues, physicians and patients the
wrong way without even realizing it. This is often the case when we focus on
precision or efficiency without equal attention to the feelings and impressions
our actions are conveying to others. What's more, bottom line-driven business
principles often cause healthcare organizations to treat patient and employees
in ways that are fundamentally at odds with their natural triggers for trust and
loyalty. As a result, all of our policies, practices and processes need to be
reconsidered through the lens of warmth and competence.
OSM
