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 is the founder and owner of Kind Dining®, which she began in 2006. She’s traveled across the country and Canada working with and training senior living communities that want to create an exceptional dining experience for their residents and staff. In addition, she certifies select professionals in her Kind Dining® philosophy and provides tools, now in an eLearning format, that make learning stick and help people put insights into action. As a result of her work, clients often share their staff has a new sense of purpose, get along better and keep their focus and energy on what matters most. In fact, she wrote a book, Hospitality for Boomers on how to attract residents and keep good team members. In her free time, she enjoys walking Oregon trails and cheering on her favorite soccer teams, the Portland Thorns and Timbers.

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