7   How to Use the First Key

TOIL WITH THEM

When Phil was in one of his first facilities as a nursing home administrator, before he ever dreamed of starting HG, he knew exactly how he wanted to change it; he saw so clearly how to make things right. The facility was a mess; the previous administrator and director of nursing had literally been escorted out by law enforcement, and Phil had been dropped in to save the day. As a former management consultant and practiced speaker, he knew how to solve problems and speak insightfully, so the first step he took was to pull his team together so he could give them his vision speech. He has the rumbling voice of a morning DJ and the compelling presence of a high-powered businessman, and it was a great speech, ...

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