Conversations Worth Having, Second Edition, 2nd Edition

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Shifting Conversations

One great conversation can shift the direction of change forever.

—Linda Lambert

Alisha Patel, a senior administrator at a thriving medical center in New England, was surprised at the less-than-stellar patient satisfaction report that was sitting on her desk. Her surprise turned to understanding when she saw which hospital unit this was from. The nurse manager of that unit had recently quit because she felt frustrated with the new leadership model and refused to change. Alisha was filling in until a new manager was hired.

She sent a copy of the patient satisfaction report to the nurses in the unit. She also emailed ...