110 ◾ Achieving Patient (aka Customer) Experience Excellence
inuencers; unfortunately, it is not that easy. Your consultants should oer you
an approach that has built in a heavy dosage of employee buy-in to raise aware-
ness, discussion, and collaborative solution making. is should be infused
in their approach. It should not feel like an “add-on.” It may be referred to as
training, coaching, works hopping, and so on. It does not matter; the purpose
is what matters. Even Rhonda’s skills lab was just one part of an assortment of
activities aimed at engaging the employee (i.e., the Engagement Bowtie).
Even if you know what you would like to do, you will have no joy if the higher-
ups do not understand the signicance of your approach. In th ...