You are the chief environment officer

(upbeat music)…- I don't care how large or how small your organization is,…you are a CEO, the Chief Environment Officer.…How you celebrate victories, deal with defeats,…work through coaching moments,…and the tone that you set when you deal with your people…is the tone they're going to carry on…when they work with each other and your clients.…I want to tell you a tale of two hospitals.…

The first hospital has an emergency room…with very, very sparse facilities for its staff.…While they expect their staff to treat patients…with compassion, there is no compassion that is…that's being shown to them.…They have one place near the ER where they can engage…in a conversation for a coaching moment…or maybe to be consoled when they just lost a patient.…And that's the bed pan room.…Yes, picture this, the bed pan room.…

(glass breaking)…- In contrast to that, there's a second hospital…which has hired a counselor half time.…She works with the board of the hospital…and she has one mission.…Her one mission…is to break down the overly hierarchical culture…