Are you a manager, a teacher, a coach, or a parent? Do you find yourself giving feedback all the time? Do you find the whole affair cumbersome and challenging? Are you frequently assailed by doubts such as: • Do I really need to do this? • How and where should I begin? • Will they agree or accept what I am going to tell them? • What if the person starts to argue or justify their action? • Will it have an impact on our personal relationship? • Or, do I just ask someone else to do it? If you have answered YES to any one of the above questions, this book is a must read. To Err is Human… To Give Feedback, Divine: Discover the practical techniques of giving critical feedback in a subtle, yet potent style. The book is packed with case studies, tips, and enduring communication techniques, helps you give feedback in a structured form. Whether you want to give feedback to improve performance, raise awareness, motivate or provoke an action, the suggested strategies and tactics enable you to deliver feedback effectively and seamlessly!
This book explains the application of ergonomics in three different areas of design, namely product, space, and communication. The book is written in layman's language and provides examples so that the reader can easily apply the principles to their designs. This book is easy to understand for those without a background in science and technology. It provides a guide for designers from diverse fields ranging from product design to graphic design and shows how to apply ergonomic principles in products from hand-held products to larger products. It explains the application of anthropometric dimensions, as well as how to design for different spaces ranging from bathrooms to cinema halls. It also focuses on the application of communication ranging from displays to graphic design and discusses the significance of color selection. This book is ideal for all design students, practicing designers in any field, design faculty, entry-level engineering students, and anyone who is interested in exploring the field of ergonomics. Features Specifically written in such a way to make it easily understood for those not educated in the field Shows how to apply the ergonomic principles in design Provides an overview of the topic of ergonomics Written in a storytelling format
The leadership landscape has begun to shift. Researchers have started to realize that previous conceptualizations of leadership that focus only on the positive aspects of leadership are too narrow and may represent a romantic notion of leadership. A growing body of inquiry has emerged with a focus on the darker side of leadership. Allowing for the possibility that leaders can also do harm, either intentionally or unintentionally, broadens the scope of leadership studies and serves to increase the practical implications of leadership research. This book brings together contributions by scholars from several different countries addressing topics such as narcissistic and destructive leadership, ethical leadership and leader errors.
HCPro and Press Ganey are proud to introduce "Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices." It is a unique and authoritative resource and training tool to increase patient satisfaction . . . and improve your bottom line.What do you do when healthcare service fails? How should you react when a patient complains or expresses concern? It's one thing to make a mistake. It's another to add insult to injury by neglecting to address the problem, or by responding inappropriately. In fact, the way your organization reacts when something goes wrong profoundly affects your patients' overall healthcare experience, and ultimately their satisfaction with your facility.The success of any healthcare facility depends on an effective service recovery system. Failure to resolve a patient's problem--whether real or perceived--or to make amends will result in an unhappy patient--and a possible lawsuit. Fortunately, it is possible to mitigate the impact of flawed healthcare service. By exceeding expectations in the way you address the situation, you can re-capture the loyalty of a wronged patient, and send your patient satisfaction scores through the roof.The definitive service recovery guide Introducing "Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices," an indispensable service recovery guide made possible by a unique partnership between HCPro and Press Ganey. Rely on this dependable, authoritative resource to create, implement and maintain a service recovery program that achieves: high patient satisfaction profitable financial returns regulatory compliance measurable results This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.From Press Ganey--the thought leaders in patient satisfaction "Making it Right"draws on the expertise and experiences of Press Ganey Consultants and clients. Press Ganey, the premier vendor of performance measurement and improvement in healthcare, has compiled a mountain of industry best practices and analyzed the best service recovery programs in the country. You'll benefit from this insider information, as Press Ganey Consultants take you step-by-step through the process of creating an effective service recovery program. With "Making it Right," you'll have the tools and information you need to transform your organization from one that avoids complaints, to an organization that is empowered, patient-centered, and ready to handle service failures.Innovative multimedia makes staff training a pleasure Along with your informative guide, you'll also receive a DVD full of training clips for your staff. These clips depict realistic scenarios of typical patient complaints, as well as effective staff responses and solutions to these problems. You'll also find interactive evaluations, planning documents, do-it-yourself databases, and other important tools-of-the-trade conveniently located on the accompanying CD-ROM.Order your copy today With "Making it Right" you'll not only increase your patient satisfaction scores and encourage positive word of mouth, you'll also improve your organization's bottom line.About Press Ganey: Press Ganey is the healthcare industry's largest independent vendor of satisfaction measurement and improvement services. They specialize in producing tested and reliable satisfaction surveys, comprehensive management reports, and national comparative databases to monitor customer (patient, resident and employee) satisfaction in healthcare delivery systems. Press Ganey--founded in 1985 and headquartered in South Bend, Indiana--serves approximately 6,000 health care facilities, which includes 1,454 hospitals or more
This book constitutes the refereed proceedings of the 7th European Conference on Technology Enhanced Learning, EC-TEL 2012, held in Saarbrücken, Germany, in September 2012. The 26 revised full papers presented were carefully reviewed and selected from 130 submissions. The book also includes 12 short papers, 16 demonstration papers, 11 poster papers, and 1 invited paper. Specifically, the programme and organizing structure was formed through the themes: mobile learning and context; serious and educational games; collaborative learning; organisational and workplace learning; learning analytics and retrieval; personalised and adaptive learning; learning environments; academic learning and context; and, learning facilitation by semantic means.
This book is about three important words: coping, calamity and leader. Each of these has a dictionary definition and each is also very specific to the context within which they are used and subject to the perceptions of those who use them. "e;Coping"e; is defined by the Oxford English Dictionary as to contend evenly, grapple successfully. It is about recovery, about making it through the difficult times or over the obstacles. Implicit within coping, is the notion of survival, of being able to continue. So who is a "e;Leader? This book is based on the premise that we are all leaders. Some of us hold formal positional roles that we use to define ourselves as leaders, for others it is more subtle. Everyone in this book has demonstrated leadership within his or her community. Every person in this book is an ordinary leader - for whom ordinary, and sometimes extra-ordinary, mishaps happen. There are many books that cover the high profile leaders in the world. Our aim is to share with you what happens when every day leaders meet every day calamities, and how they cope with them.
This look at careless journalism—from hilarious mistakes to egregious ethical lapses—is “chock-full of amusing historical anecdotes” (Publishers Weekly). Winner of the National Press Club’s Arthur Rowse Award for Press Criticism We regret the error: it’s a phrase that appears in newspapers almost daily, the standard notice that something went terribly wrong in the reporting, editing, or printing of an article. From Craig Silverman, the proprietor of www.RegretTheError.com, one of the Internet’s most popular media-related websites, comes a collection of funny, shocking, and sometimes disturbing journalistic slip-ups and corrections. On display are all types of media inaccuracy—from typos to “fuzzy math” to “obiticide” (printing the obituary of a person very much alive and well) to complete and utter ethical lapses. While some of the errors can be laugh-out-loud funny, the book also serves as a sobering journey through the history of media mistakes (including the outrageous hoaxes that dominated newspapers during the circulation wars of the nineteenth century) and a serious muckraking investigation of contemporary journalism’s lack of accountability to the public. Regret the Error shines a spotlight on the media’s carelessness and the sometimes tragic and calamitous consequences of weak or non-existent fact checking. “Mixing humorous corrections taken from large and small newspapers alike, Silverman gives historical context to the current problems . . . and then proposes solutions for busy newsrooms.” —Variety
Demonstrating leadership is entwined with many aspects of the nursing associate role. It is found in your workload management, prioritisation and delegation. It is found in the way you contribute to your team and supervise others. It is found in the way you deliver care and implement quality improvement. In short, understanding leadership is key to your future career. This book offers a first step into the world of leadership. Introducing the theory and principles of leadership you need to know, it shows you how to apply them to your every day role and build confidence in yourself as a leader. Key features - Fully mapped to the NMC Standards of Proficiency for Nursing Associates (2018) - Explains the theory and principles of leadership in clear, straightforward language - Case studies and activities illustrate leadership across a range of scenarios and care settings - Written specifically to address the unique experiences, challenges and requirements of the nursing associate role
The Leviathan Factor tells the incredible story of how Satan, created as Lucifer the morning star, self-transformed into Leviathan, God's serpentine arch foe. When he tried to achieve immortality by tweaking creation's lowest-level laws (a sophisticated computer/automaton) he created death instead. As the serpent he reappeared in the Genesis tree of good and evil, where he seduced humans to attempt immortality apart from covenant with God. Leviathan is responsible for the false belief that we each have an inner divine spark which, when reconnected to our ego, awakens our true inherent divinity. Unfortunately he and his demonic spirits also impact our minds, bodies, and environment as psi. A few of the many markers of these demonic psi are levitation, telepathy, telekinesis, deja vu, emotional oppressions, poltergeist activities, past lives' "memories," voices and visions, near death and out-of-body experiences, and trance channeling. Many of these psi phenomena are co-factors in mind disorders such as schizophrenia or epilepsy. Manifestations in Christian circles include false tongues and "holy" laughter. The Leviathan Factor is not a healing how-to. It is the first book to place demonic evil into the context of creation's basic structures and laws.
