Showing posts with label leadership. Show all posts
Showing posts with label leadership. Show all posts

Thursday, February 9, 2012

360-Degree Leadership: Preaching to Transform Congregations Review

360-Degree Leadership: Preaching to Transform Congregations
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Michael Quicke's book on leadership and preaching is signficant and applicable for pastors. His writing is sourced in Scripture, prayer and in the counsel of other experts on leadership. He has clearly lived this type of leadership and pastoring. He shares his own experiences of learning through trials and blessings.
I think readers can take insights from this book and immediately apply them to their ministry. Quicke emphasizes that leadership is compatible and should be a part of preaching to the congregation. He shows how preaching is the tool/expression that God has chosen especially to guide and transform his people. Too often, he says, preaching and leadership have been seen as two distinct activities rather than one in the same.
Quicke teaches on preaching to effect transformation. He uses illustrations and models, along with practical steps for preachers to take. At times, I felt overwhelmed with the challenge he presents, but he continually turns readers' reliance to the Holy Spirit who is the One who empowers us to preach and lead.

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Leadership books and seminars notwithstanding, many pastors remain unclear on how to effectively lead their congregations. Some even believe that preaching needs to take a backseat to leadership. Dismissing such comparisons as artificial, pastor and professor Michael Quicke notes how the Scriptures themselves reveal transformational leadership through proclamation by preachers. God's preachers, Quicke asserts, are inevitably his leaders. Powerful preaching and disciple-making leadership go hand in hand in the Bible, as well as in the contemporary church. Both are inspired by God's energy. The intentional pastor will be renewed to discern that biblical preaching is central to the events of church life and mission.

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Sunday, October 30, 2011

I'm Sorry to Hear That: Real Life Responses to Patients' 101 Most Common Complaints About Health Care Review

I'm Sorry to Hear That: Real Life Responses to Patients' 101 Most Common Complaints About Health Care
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"I'm Sorry to Hear That..." is an indispensable reference guide that should be at arm's reach of every health care provider and staff member in hospitals, medical practices, and home health agencies everywhere! Baker and Bank offer stellar advice on dealing with a broad range of complaints typically made by patients and family members that, if followed, will help to calm people's emotions, identify and attend to their needs, and improve relationships in the process. Rather than shoot from the hip and say or do things that make problems worse, providers and staff members can refer to the book for more than 300 "best" responses that Baker and Bank offer for the 101 most common complaints. It's concise, easy-to-use, and packed with wisdom. I plan to recommend this book as a "must-have" resource for all of my clients.


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From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. "I am here where I don't want to be", "I am frightened and unsure what will happen next", "I put my trust in you, and now something is wrong", "How can I be sure I will be okay?"When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization. "I'm Sorry to Hear That.." Real Life Responses to Patients' 101 Most Common Complaints About Health Care provides you with: More than 300 responses you can choose from when patients complain about billing, service quality, their environment, your colleagues and communication. A training resource for staff education programs. A fast way to help new staff members feel comfortable responding to complaints. A tangible tool provided to staff to demonstrate your organization's commitment to service excellence. Suggested wording that can be incorporated into written responses to patients. Ideas that you can use today to respond to the 101 most common complaints about health care. Authored by Susan Keane Baker and Leslie Bank

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