Ownership….Tips to Beat Staff Apathy and Improve Empathy

Today I got to thinking about Ownership….

Ownership (Person Centered Care) 081715My client and Kind Dining® Instructor Kathy called me yesterday and told me that the Licensed Nurse Aides (LNAs) serving meals in their restorative dining room came to her and asked permission to buy decorative baskets for the tables. She was both shocked yet delighted, smiled, and reiterated, “This is your dining room!”

Kathy recently taught a Kind Dining® workshop for the LNAs. The transformation in their behavior she is seeing through the concepts we teach about OWNERSHIP, has really transformed how servers are taking initiative in the dining room.

I believe that in taking more ownership, employees feel more positive about their jobs and look forward to work. The reason?. They are making a difference at mealtime they feel proud of, and I’ve seen it trickle down to the residents.

Some tips to encourage Ownership in the dining room;

  1. Embrace a listening mindset: Ask employees for their ideas on how to make the dining experience better for residents.
  2. Implement the best suggestions as quickly as you can: Make it clear their opinions
    matter and you are listening.
  3. Become an integral part of the dining experience: See their ideas in action. Praise, support, and reward their changing roles and responsibilities in the dining environment.

If you want more information on how to create ownership in your dining room, check out my book Hospitality for Boomers. It has easy tips you can implement right away.

“Employees are happiest when they’re trying to achieve goals that are difficult but not out of reach.”
–Daniel Gilbert, Author of Stumbling on Happiness

About Cindy Heilman

Cindy Heilman MS, DTR: Cindy Heilman has over 25 years of experience in enhancing hospitality, and food service standards. She is the CEO of her own company, Higher Standards LLC, and creator of Kind Dining® Training. Her unique background in restaurant ownership, in hospitality and healthcare food service, in working as a Dietetic Technician Registered and Healthcare Specialist at SYSCO Foodservices, led her to the development of her exclusive program that improves relationships and lives of aging residents through the dining experience.

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