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Quick takeaways
- Accurate diagnosis of problems is crucial before attempting change to avoid worsening issues.
- Motivating change requires painting a clear picture of benefits and appealing to existing values.
Deep dives
The Importance of Understanding the Root Cause of Problems Before Implementing Change
In a hospital facing patient dissatisfaction, surgeons proposed to improve customer service by training staff to smile more based on examples from Disney and Ritz Carlton. However, the real issues were related to poor quality of care and long wait times, not staff attitudes. This highlights the importance of diagnosing problems accurately before trying to solve them to prevent endangering patient health.
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highlights
Listen to the best highlights from the podcasts you love and dive into the full episode