Organizational Health

The essential guide to healthcare call centers. Today’s healthcare call centers are overwhelmed with patient calls and the daily stresses of our busy medical system. But running a healthcare call center comes with its own set of challenges. Healthcare Call Center Essentials is designed for those who want to manage a more effective medical contact center. From daily operations to long-term success, this essential guide will help you create a thriving contact center that meets the urgent needs of both patients and the medical community. By addressing common pain points, Healthcare Call ...

Now, based on years of academic research, The Formula finally unveils the ground-breaking discoveries of their pioneering study, not only highlighting the scientific and mathematic principles that underpin success, but also revolutionizing our understanding of: Why performance is necessary but not adequate. Why "experts" are often wrong How to assemble a creative team primed for success. How to most effectively engage our networks.

For decades, alarms have sounded about declining engagement. Yet companies continue to struggle with toxic cultures, and the low productivity and unhappiness that go with them. Why is "culture" so difficult to improve? What makes so many good employees check out? Neuroscientist Paul Zak shows that innate brain functions hold the answers. It all boils down to trust. When someone shows you trust, a feel-good jolt of oxytocin surges through your brain and triggers you to reciprocate.

The New York Times best-selling authors of Switch and Made to Stick explore why certain brief experiences can jolt, elevate and change us - and how we can learn to create such extraordinary moments in our life and work. What if a teacher could design a lesson that he knew his students would remember 20 years later? What if a doctor or nurse knew how to orchestrate moments that would bring more comfort to patients?

Carol Dweck’s multi-million-copy bestseller Mindset transformed our view of individual potential, coining the terms “fixed” and “growth” mindset: in a “fixed” mindset, talent and intelligence are viewed as predetermined traits, while in a “growth” mindset, talent and intelligence can be nurtured. In Cultures of Growth, Dweck’s protégé, Mary Murphy, a social psychologist at both Stanford and Indiana University, shows that mindset transcends individuals.

"We are what we repeatedly do," Aristotle once said. "Excellence, then, is not an act, but a habit." On the most basic level, a habit is a simple neurological loop: there is a cue (my mouth feels gross), a routine (hello, Crest), and a reward (ahhh, minty fresh). Understanding this loop is the key to exercising regularly or becoming more productive at work or finally tapping in to reserves of creativity. As this book shows, tweaking even one habit, as long as it's the right one, can have staggering effects.

Nicole L. Turner, Author of Cracking the Organizational Climate and Culture Code, is helping organizations understand the impact organizational culture has on ALL areas of business and the cost associated with a toxic workplace culture. Twenty percent of the workforce leaves an organization because of the culture. A recent study done by the Society for Human Resource Management (SHRM) shows that over the last five years, the cost of turnover because of organizational culture totaled $223 Billion. Organizational culture is a system of shared assumptions, values and beliefs that governs how ...

The Department of Health advises that one in four people will experience a mental health issue at some point in their lives. Although a number of recent developments and initiatives have raised the profile of this crucial issue, employers are experiencing challenges in promoting the mental health and wellbeing of their employees. Mental Health and Wellbeing in the Workplace contains expert guidance for improving mental health and supporting those experiencing mental ill health.

We already know from scientific research that mindfulness practices enhance mental health and improve clarity and focus. Finding the Space to Lead shows how this training has specific value for leaders. This is not a new leadership system to add to the burden of already overworked people. It brings the concepts of mindfulness into the everyday life of anyone in a leadership role, through specific exercises that address practical issues.

There is so much we get wrong about power: who has it, what it looks like, and the role it plays in our lives. Grounded in over two decades’ worth of scientific research and inspired by the popular class of the same name at Stanford’s Graduate School of Business, Acting with Power offers a new and eye-opening paradigm that overturns everything we thought we knew about the nature of power.

How many people does the ideal team contain? How do groups bond, earn trust and forge shared identities? How can leaders build environments adaptable enough to respond to shocks and still enable people to thrive together? How can you feel close to people if your only point of contact is a phone or a computer? In The Social Brain leading experts from the worlds of evolutionary psychology and business management come together to offer a primer on great team working. They explain what size groups work and how to shape them according to the nature of the task at hand.

I know my own mind. I am able to assess others in a fair and accurate way. These self-perceptions are challenged by leading psychologists Mahzarin R. Banaji and Anthony G. Greenwald as they explore the hidden biases we all carry from a lifetime of exposure to cultural attitudes about age, gender, race, ethnicity, religion, social class, sexuality, disability status, and nationality. Blindspot is the authors’ metaphor for the portion of the mind that houses hidden biases.

Tribalism is our most misunderstood buzzword. We’ve all heard pundits bemoan its rise, and it’s been blamed for everything from political polarization to workplace discrimination. But as acclaimed cultural psychologist and Columbia professor Michael Morris argues, our tribal instincts are humanity’s secret weapon. Ours is the only species that lives in tribes: groups glued together by their distinctive cultures that can grow to a scale far beyond clans and bands. Morris argues that our psychology is wired by evolution in three distinctive ways.

This book will inspire you to: thrive on pressure like an Olympic athlete; manage and overcome negative emotions by acknowledging them; plan short-term goals to achieve long-term aspirations; surround yourself with the people who will push you the hardest; use challenges to become a better leader; use creativity to move past trauma; and understand the tools your mind uses to recover from setbacks.

People - friends, family members, work colleagues, salespeople - lie to us all the time. Daily, hourly, constantly. None of us is immune, and all of us are victims. According to studies by several different researchers, most of us encounter nearly 200 lies a day. Now there’s something we can do about it. Liespotting links three disciplines - facial recognition training, interrogation training, and a comprehensive survey of research in the field - into a specialized body of information developed specifically to help business leaders detect deception....

In this explosive expose of the drug companies and how they are ripping us off, Marcia Angell, M.D., a doctor, medical journalist, and a former editor of the respected New England Journal of Medicine, reveals the many ways in which the pharmaceutical industry has moved away from its original purpose of finding and producing useful new drugs.

We know that our minds are capable of great things because, every now and then, they come out with a brilliant idea or two. However, our minds are also unpredictable, spending large stretches of time idling or distracting themselves. This is a book about how to optimize these beautiful yet fitful instruments so that they can more regularly and generously produce the sort of insights and ideas we need to fulfill our potential and achieve the contentment we deserve.

In the age of Big Data we often believe that our predictions about the future are better than ever before. But as risk expert Gerd Gigerenzer shows, the surprising truth is that in the real world, we often get better results by using simple rules and considering less information. In Risk Savvy, Gigerenzer reveals that most of us, including doctors, lawyers, financial advisers, and elected officials, misunderstand statistics much more often than we think, leaving us not only misinformed, but vulnerable to exploitation.

Linda Kaplan Thaler and Robin Koval have moved to the top of the advertising industry by following a simple but powerful philosophy: it pays to be nice. While so many companies encourage a dog-eat-dog mentality, The Kaplan Thaler Group has succeeded through chocolate and flowers.

An eye-opening, groundbreaking tour of the purpose of work in our lives, showing how work operates in our culture and how you can find your own path to happiness in the workplace.