Leonard Berry and Kent Seltman on Management Lessons from Mayo Clinic

    Jan 24, 2019

    Employee disengagement is a widespread malady in today’s organizations, causing the loss of billions of dollars, hours of dissatisfaction and work lives lacking true value. Scientific research has validated the powerful effect of emotional connections on human beings. When individuals feel a connection with their organization’s identity, their colleagues and their day-to-day tasks, it fires them up. Michael Lee Stallard, president of the consulting firm E Pluribus Partners and primary author of Fired Up or Burned Out, explains the ins and outs of Connection Cultures. "Connection Cultures" meet universal human emotional needs and they are ultimately grounded in the character values positive psychologists have identified as being universal. To attract, engage and retain the employees needed to meet growth opportunities, organizations must unleash the force of connection. For additional training on this topic, consider these AMA seminars: * Preparing for Leadership: What It Takes to Take the Lead (Course #2536) * AMA's Advanced Executive Leadership Program (Course #2104) * Leading with Emotional Intelligence (Course #2133) * The Voice of Leadership (Course #2130) * Igniting Commitment (Course #2276) To learn more, read these AMACOM Books: The Sustainable Enterprise Fieldbook Edited by Jeana Wirtenberg, PhD, William G. Russell, David Lipsky, PhD * Leading with Kindness, by William F. Baker and Michael O'Malley * Myself and Other More Important Matters, by Charles Handy * The Nature of Leadership: Reptiles, Mammals, and the Challenge of Becoming a Great Leader, by B. Joseph White with Yaron PrywesThe Mayo Clinic is one of the world's most prestigious organizations, one that fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic...The Mayo Clinic is one of the world's most prestigious organizations, one that fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews as well as observing hundreds of clinician-patient interactions. The result is Management Lessons from Mayo Clinic, a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service. Leonard Berry, PhD, is Distinguished Professor of Marketing, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He is also Professor of Humanities in Medicine, College of Medicine, Texas A&M Health Science Center. Dr. Berry is the author of several service quality bestsellers and the recipient of the 2007 American Marketing Association/Irwin/McGraw-Hill Distinguished Marketing Educator Award and the 2008 Paul D. Converse Award. Kent Seltman, PhD, served as director of marketing at Mayo Clinic from 1992 through 2006. With more than 25 years of experience in healthcare marketing, Dr. Seltman writes and lectures frequently on marketing and branding. He also served as editor of Marketing Health Services, published by the American Marketing Association.AMA_Edgewise_0844.mp3