Tim Dawes

Why Communication Skills Don't Work In Customer Service

Every time my firm conducts communication skills training, we know someone is going to object. "That doesn't work. Everybody's heard of active listening. You can't use that stuff anymore." And we have to admit, there's a lot of truth in that. Ev... Read >

Medical Malpractice: Three Myths That Cost Your Hospital Millions

What's the use? Nothing you do will hold down the cost of medical malpractice. It feels that way sometimes, doesn't it? Unfortunately, for many risk managers, that's not too far off the mark. What they're doing isn't working. We can point to oth... Read >

Diversity Training: the worst possible reasons to request executive funding

You're on your organization's diversity committee. You have the best of intentions. And that's the problem. It leads you to appeal for funding for all the wrong reasons. Take healthcare for example. The US foreign-born population comprise... Read >