8.2. Guidelines for Effective Reporting

Report throughout the process. People in our business are sometimes guilty of trying to be saviors. Customers and clients—many of whom will eagerly wash their hands of the situation, given the opportunity to do so—might even encourage this sort of behavior. The customer is, in essence, asking us to wave a magic wand to meet his or her needs, whether that need is customer service or contemporary skills and perspectives for hospital administrators. Don't fall for it.

Although we might be eager to delight our customers with sorcery, sorcery is pretty much what it would be, if we attempted to go it alone without their involvement. Successful performance initiatives involve partnerships characterized by concerted ...

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