Blog « Registry Mindset

Are You Better or Good?

By Michele, on June 28th, 2011

“He who stops being better stops being good.”

~ Oliver Cromwell

Start by Seeing

By Michele, on June 14th, 2011

You are invited to watch a short video on seeing into your future as a cancer registrar, click here.

How do you see yourself as a cancer registrar and what is in your future? Are you accomplishing great things or are you marking time until something better comes along? Psychologists tell us that most people do not feel or sense their purpose in life and some even doubt they have a purpose at all.

Woodrow Wilson, the 28th President of the United States, said: “You are not here merely to make a living. You are here in order to enable the world to live more amply, with greater vision, with a finer spirit of hope and achievement. You are here to enrich the world, and you impoverish yourself if you forget the errand.”

As cancer registrars we have opportunities every day to live out our vision, to accomplish great things, to influence and lead, and to enrich the lives of others. The cancer registrar’s work impacts the lives of cancer patients and their families in very real and personal ways. Your purpose for doing this, however, and for even being a cancer registrar, comes from a place deep inside yourself. Your responsibility is to connect with your inner self, identify your purpose, have faith and live your life using your God-given abilities. Now, faith can be in a higher power that gives you a purpose for your life, but it is also in the call you hear from the center of your being. Are you ready to start seeing your life through the eyes of faith?

If you have been struggling with all the changes in science and medicine and how this relates to what you do as a cancer registrar, then it is time to stop looking at the problems and start seeing yourself as having an opportunity to defeat cancer.

If you have been battling with a negative attitude and resisting change, then it is time to stop dwelling in the negative and to start seeing yourself as blessed with having work and a unique skill set that allows you to serve the needs of others.

If you are having difficulty relating to others or communicating the needs of your cancer registry then now is the time to start seeing your purpose and value and how it can help you to communicate and collaborate to strengthen the needs of your organization and cancer registry profession.

If you live this way you will succeed. You will find success and achievement in everything that you do. You will be listening to your inner being and fulfilling your destiny on this earth. You will find meaning and purpose in all that you do and you will feed your emotional and professional needs and achieve greatness, happiness and success as a cancer registrar.

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Michele Webb creator of the cancer registrar continuing education program, http://www.RegistryMindset.com, is a nationally recognized, certified cancer registrar, committed to Cancer Registry leadership and professional education as a coach, mentor, motivational speaker and author. You have permission to repost this article as long as you do not alter it in any way, give credit to the author and link back to website and URL.

Creating Greatness

By Michele, on June 5th, 2011

You can watch a short video on this subject by click here.

Each of us has the ability and opportunity every day to influence others. How we choose to use that influence will determine whether it is in the best interest of the person, team or organization. If you are like me, you probably want to help others be their best and to achieve their greatest possible levels of success. This is what leadership is all about, influence for the good of the team and organization.

A leader’s influence is not determined by their job title, position within an organization, whether they are a certified cancer registrar or not. To influence someone you simply need to have a vision of a better place or way to do something and care about bringing others along with you “for the ride.” In fact, some of the best leaders today are those who do not have line authority or positional command but rather have drive, passion and motivation to help another individual.

Through meaningful connections with people and by having a desire to serve their needs and to see them achieve success instead of your own you will effectively lead others to greater levels of success. Focus your goals and motivation around benefits for the team and organization and you will see team, and personal, success leap well beyond what you dreamed possible!

To do this, here are simple steps you can take today:

Grab a notepad and find a quiet place. Take notes as you ask yourself these two questions: (a) Write down your goals, dreams and desires. Ask, are they focused on the success and achievements of others, or for your own personal benefit? (b) From your list, identify the goals, dreams and desires that will actually benefit the team or organization.
Now, from the list above, create a second list and write down five (5) things you can do that will benefit the team or take the team closer to success or achievement of a specific goal. Be realistic and honest.
Lastly, take each of the five things you can do from step #2 above and start adding them to dates on your calendar or date book. Identify who, what, where, why and how you can help the team reach these goals, put realistic dates and timelines to the tasks and then begin planning on how you will carry out this action plan. Dreams without action are only pipe dreams and time wasters. Cancer Registry leaders and those who desire to influence others will take the time to plan and put action into their goals for the good of the organization.

In summary, creating greatness with your team involves meaningful connections with others, focusing on the goals and benefit of the team, planning how you can help the team to achieve the goals and then carrying out that plan by influencing others to walk the path to success with you. This is what being a cancer registry leader is about!

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Michele Webb creator of the cancer registrar continuing education program, http://www.RegistryMindset.com, is a nationally recognized, certified cancer registrar, committed to Cancer Registry leadership and professional education as a coach, mentor, motivational speaker and author. You have permission to repost this article as long as do not alter it in any way and give a link back and credit to the author and this URL.

Relay for Life

By Michele, on June 5th, 2011

This afternoon I spent a couple of hours with my friends at the Relay for Life event in Riverside, CA. Team RCH and all the other participants have already raised well over $26K for cancer research and all the other excellent programs and services offered through the American Cancer Society. The chili judging contest was great fun and seeing all the folks in their different outfits walking around the track entertaining to say the least! For people who had the energy to Zumba – they were doing pretty well too! I had great fun chatting with everyone, co-workers and survivors alike. GO TEAM RCH!

Dear Pops

By Michele, on May 30th, 2011

It’s Memorial Day weekend and I am so grateful for your service to our country, and for all those who have served, or who have lost a loved one, for our freedom. You didn’t like to talk about Korea much , but we know it wasn’t easy and that you witnessed, in a very personal way, just how horrific war can be. Yet, you still served two tours of duty and brought home 3 Bronze Stars. It’s been 21 years and 18 days since you left us and Jack, Jim and I miss you each and every day. You were our rock and source of strength and grounding. I can see your sense of humor in the boys. Pops, you would be so proud of your kids, grandkids and great grandkids. We’ve done OK and we keep your memory alive by remembering all the driving, hiking, fishing and camping stories we hold so dear. We are proud to say that you served in our Armed Forces. Thank you Pops, and all those who have gone before and after you, for the freedom we have today.

In Memory of Jack E. Webb, b: 1/11/1932, d: 4/10/1990

PSA Testing

By Michele, on May 22nd, 2011

The PSA test for prostate cancer screening is not always 100% accurate, but in recent years some additional PSA testing studies have been developed to help the physician distinguish between a malignancy and other urologic conditions that influence the PSA level. The May 2011 continuing education (CE) course for Registry Mindset members has been released and promises to help the cancer registrar understand how the physician uses these studies in their practice.

If you are a working cancer registrar, or a cancer registry student, then this e-course is right for you! To become a member today and begin taking advantage of high quality, cutting-edge courses click here.

Customer Service on Steroids

By Michele, on May 10th, 2011

At some point in time we all have to take our car to the mechanic. Since last October I have become what could be termed a “frequent flyer” at my auto repair shop. Finally, after having plunked down a mind-boggling amount of cash I have found myself still trying to get the same problem fixed! Now, just to find a mechanic that can actually diagnose and fix the problem! In desperation I called my brother who lives in another part of the State and cried for help. After a bit of research he has referred me to my Neighborhood Car Care and here I sit. After being greeted by two adorable young men I handed off my keys and was given the option of taking a ride home or to wait. I am choosing to wait and had planned on getting some work done but have changed my mind and decided to write this post instead. Why? Because the customer service (already) offered by this business is astounding. I am sitting in a waiting room that resembles more of a living room with a work desk, free wi-fi, free beverages and more. It’s clean, comfortable, light and airy. Clearly the owner has a passion for automobile memorabilia, women’s accessories, and saving shelter and rescue dogs which also has caught my eye. I actually almost forgot about why I came here in the first place simply because of their impressive customer service.

As cancer registrars we can learn from this business. You may think I’m a bit “cracked” but hear me out. What is it that makes a customer want to come to you and even more, what makes them want to keep coming back? The answer is simple, it’s customer service. Customers coming to the Cancer Registry include physicians, department heads, administrators, allied health staff, ancillary and support services and more. Take a minute to evaluate the customer service you and your department provide? Is it friendly, respectful, focused on what they need (not what you think they need) and expert? Now, are you willing to take it up a notch? To inject even more life and value into your customer service, here’s what I recommend:

1. What services and support do you already provide that you do well? Write these down. Now, how can you provide these same services and levels of support BETTER? No wimping out here, there are always ways to improve on something that is good.

2. What services and support do you provide that are not doing well? Write these down and then evaluate the situation. What is the focus of these particular services? Are they being utilized by their customer? Are they still needed or necessary? The best way to find out is to ASK YOUR CUSTOMER. Meaning, don’t make a decision for them, let them tell you what’s important. You may need to be a bit thick-skinned here, but the payout is worth it. If the service is no longer necessary, stop doing it. If the feedback tells you that you can improve upon it by changing how you provide the service or how you can inject it with new value, then do it. Don’t wait, to do this, postpone it and most certainly do not over analyze it. Just make the necessary changes and get back out there.

Cancer Registrars are not always comfortable with making immediate and radical change. We typically plan and analyze situations to the point of driving everyone else around us crazy. When it comes to customer service you cannot afford to perform in this manner. Your customer and the value THEY PERCEIVE to receive from you and your Cancer Registry is what is important and should be your focus. By hesitating or postponing change, or by over analyzing the problem you will lose your customers, diminish your value, and ultimately lose their respect and confidence.

I guarantee you that if you take this new approach to your Cancer Registry’s customer service you will be amazed at the results and the positive feedback you receive. Now, back to my Neighborhood Car Care. Just in the time it has taken me to write this article I’ve been given a bottle of cold water, a detailed estimate of the service they will provide and all done with a friendly smile and such confidence that I am looking forward to driving home in a vehicle that is not idling like a hay baler!

If you liked this blog post, please leave us a comment. Tell us what you do to get your customer’s attention and how you serve their needs by clicking on LEAVE A COMMENT below.

For My Mom

By Michele, on May 7th, 2011

As I Look Back…
As I look back on my life
I find myself wondering…
Did I remember to thank you
for all that you have done for me?
For all of the times you were by my side
to help me celebrate my successes
and accept my defeats?
Or for teaching me the value of hard work,
good judgement, courage, and honesty?
I wonder if I’ve ever thanked you
for the simple things…
The laughter, smiles, and quiet times we’ve shared?
If I have forgotten to express my gratitude
For any of these things,
I am thanking you now…
and I am hoping that you’ve known all along,
how very much you are loved and appreciated.

Author Unknown

Building Cancer Registry Relationships

By Michele, on April 28th, 2011

Cancer Registrars have heard, at some point in their career, someone say, “It’s who you know that counts.” It is also said in business that it is not what you know, but who you know that determines your success. Jim Cathcart, a widely known sales coach, asks this question: “Who is glad they know you?”

(To watch a short video on this same topic, click here.)

This is exactly why people do business with others that they know and trust, cancer registrars included. When you offer value to another person they will have a reason to care and stay connected with you. Cathcart has given five tips for building better business relationships that cancer registrars should implement right away:

Approach each person you come into contact with as though you are building a long-term high-value relationship. Expect success for the long-term and do your part to help each of you achieve the desired outcomes.
Plan, and practice, loyalty to your customers and business associates whether they are loyal to you or not. Prove that you are trustworthy and they will be loyal in return.
Continually ask yourself, “What else can I (the cancer registrar) do for them without asking for something else in return?”
Give each person the option to have an occasional “bad day” without getting upset or judging them. Nobody, including the cancer registrar, is exempt or is always at their best.
Do not always ask, or expect, something. Occasionally just give your associates something or just listen to them without trying to “fix” them, convince them of something, or sell them on an idea or process.

The cancer registrar’s business associates include: physicians, administrators, allied health and other cancer program staff. Anyone, regardless of their title or role in the organization, who comes into contact with the cancer registrar during the course of the day is a customer and should be treated as such.

By daily practicing these five tips the cancer registrar will not only transform the success of the cancer registry, but she/he will transform their own success and happiness. These same tips can be used to develop the cancer registrar’s personal and departmental mission and value statements to focus the registry’s activities in the right direction. Ultimately, cancer registrars want to leave each person they come into contact with feeling as though they are glad that they know the registrar and pleased with the value and service that the cancer registrar provides.

Cancer Registrar training is an essential component of Michele Webb’s website, http://www.RegistryMindset.com. Michele is a 25+ year veteran certified Cancer Registrar who is committed to Cancer Registry leadership and professional education as a coach, mentor, motivational speaker and author. You have permission to repost this article as long as do not alter it in any way and give a link back and credit to the author on this website.

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About Spring …

By Michele, on April 23rd, 2011

“Spring shows what God can

do with a drab and dirty world.”

~ Virgil A. Kraft

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