Language shapes how we think. On some level, this seems kind of obvious. If you don’t have words for something, it’s hard to think about […]
The Bystander Effect in Organizational Culture: Cleveland Clinic
I recently read Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way, by Dr. James Merlino. The book describes the Cleveland Clinic‘s transformation […]
The Perils of Social Norms
As little kids, it’s drilled into us to be polite. Please, thank you, and excuse me are training mantras for the young. As adults, behaving […]
Organizational Culture and Office Layout
Did you know that the way your company’s office is arranged and the type of furniture you use is also a reflection of your corporate […]
Ebola in the United States: How infrastructure will keep it at bay
With the first handful of Ebola diagnoses in the United States, many Americans are panicking about the possibility of an epidemic. To be sure, Ebola […]
Is Patient Ownership a Uniquely American Idea?
We talk a lot about the importance of patients “owning” their own health. By this, we usually mean that a person understands and accepts any […]
Cultural Notes from China
Three things I noticed in China that said something to me about the culture there: Every room has a live plant in it somewhere. Once I […]
Cultural Artifacts, Commitment, and Behavior in the Workplace
So you want to become more active. How do you make it stick? In a workplace context, office artifacts can help motivate and sustain changes […]