The “D” Word

Sometimes saying that you are disappointed is a very powerful statement.

Several years ago, I watched a hospital President speak with employees who messed up. It could have been a med error, tardiness for a shift, or poor treatment of a family member.

If an error occurred, she would invite the employee to her office and ask her what happened. After the employee explained the situation, she asked if there was something she had needed or help she didn’t get. They had a two-way conversation. Then she asked what she would do differently in the future and made sure the employee “got it.”

Then she would say she was disappointed…the “D” word. She didn’t say she was disappointed in the employee but in the situation and was assured the employee that she was certain it would not happen again. It generally didn’t. (more…)