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The Front-Line Leader: Building a High-Performance Organization from the Ground Up by Chris Van Gorder

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Chapter FiveCreate a Culture of Advocacy

What makes for a great place to work? Is it just a great paycheck? Or is it an organization that has your back when a problem arises?

In 2008, trouble was brewing in the Environmental Services (EVS) department at one of our hospitals. Responding to an annual survey, employees in EVS rated the department the lowest of any in the hospital. A team met to review employee comments and figure out what was going on; that team was composed of the HR director, the department manager, and a professional from our Employee Assistance Program (EAP). EAP is a unique, in-house program in which trained psychologists help employees take action to better resolve conflicts. EAP services “range from one-on-one consultations ...

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