Leaders aren't always who you think they are. Eventually, most of us will be called on to lead someone, whether it s a department, a shift, a project team or a new employee. And speaker, strategist, and author Liz Jazwiec, RN, says being a good leader requires certain traits: A dash of fearlessness, the ability to tell it like it is, the willingness to learn from and laugh at your mistakes and Cupcake, you're gonna make some!
Plenty of books have been written on leadership, but few have told the brutal and funny truth quite like Hey Cupcake! We Are ALL Leaders. Bringing back the trademark slightly sarcastic style that readers loved in Eat THAT Cookie!, Liz focuses on bringing out the great leader that exists in all of us.
Funny, uplifting and relatable, Hey Cupcake! is packed with hilarious anecdotes and solid advice from Liz's own experiences as a leader. Though much of her career has been spent in the healthcare industry, the insights she has learned (usually the hard way!) throughout her career will benefit leaders in every industry and at every level. Readers will learn:
How to GET OVER IT and help your employees get over it, too (Liz coins a new phrase, Pink ROBE Rage ) Liz's amusing approach to managing change (it involves the acronym BARF) How to keep your team from descending into the deep, dark Valley of Despair Why (upfront) buy-in is BS: Just ask the Hello Police! How to deal with problem employees and button pushers (Evil Queens, Wicked Poisoners, Calamity Janes, and more) Why we naturally fall back on We vs. They and how to stop it now How to practice the art of butt-kissing with a purpose (and other forms of managing up your own leader!) A quick and easy test that will help you hire the right people How an ugly red nightgown can teach us to tell others what we really need Why sometimes being a great leader resembles curbside clean up
Hey Cupcake! is a wake-up call for leaders to move beyond what holds them back and get on with making work better. Leadership doesn t have to be daunting. In fact, when you stop being afraid to laugh at yourself, it can be downright fun.

Hey Cupcake! We Are ALL Leaders

Business & Money

Liz Jazwiec

Management & Leadership

Fire Starter Publishing, LLC

American Journal of Nursing 2010 Book of the Year Award Winner!
Make Workplace Positivity Pay Off ... For Individuals, Teams and Organizations
Is it possible to create a positive workforce in negative times?
Yes, it is, says speaker, strategist and consultant Liz Jazwiec, RN. But first you have to get real about how tough a job in healthcare really is. About the negative things you and your staff members do to make it even tougher.
In her book, Eat THAT Cookie! How Workplace Positivity Pays Off...For Individuals, Teams and Organizations, Liz gets real about all that and more. In her darkly humorous, ever-so-slightly sarcastic style -after all she was an ER nurse - she builds a case for the powerful benefits of a positive workplace. (Hint: better patient service, improved efficiencies and lower employee turnover all make the list.)
Funny, inspiring and relatable, Eat THAT Cookie! is packed with realistic, down-to-earth tactics leaders can use right now to infuse positivity into their culture.
Why hokeyness - in the form of giant smiley face cookies and no-negativity days - actually works. Readers will learn:
 How to decree and enforce mandatory fun so that it s really, well, fun Guidelines for doing celebrations the right way Strategies for dealing with queens, poisoners, complainers and other problem people How not to succumb to process paralysis Why victim thinking is so destructive, and how to eliminate it from the organization How to stop judging shoe-heel smashers, pants unzippers, and other irritating patients
For the first 18 years of my career I used to say that if we could just get some decent patients I would love my work! says Liz. But the perfect clientele doesn t exist. And guess what? I can have a good day anyway. I ve found that happiness is a decision anywhere, any time, in any economy.
Put the tips in Eat THAT Cookie! into practice, you ll be amazed by the rapid improvements you see in your organization - in terms of energy, focus, productivity and yes, happiness.

Eat THAT Cookie!: Make Workplace Positivity Pay Off...For Individuals, Teams, and Organizations

Fire Starter Publishing

Most of us work ourselves silly focusing on quality, demonstrated outcomes and proven results. That's a good thing. Yet too often we often stop short of the final step: zeroing in on how all our hard work comes across to the patient or customer. Why do we spend so much time making sure the ingredients are right...and so little time thinking about perception?
Liz Jazwiec, award winning author of Eat That Cookie! and Hey Cupcake!, asks (and answers) this question in her latest book. In Service Excellence Is As Easy As P.I.E. (Perception Is Everything), she deploys her trademark sense of humor as she shares some practical and relatable ways to zone in on and improve service.
This latest book in Liz's "treat trilogy" does a delicious job of explaining the tools and tactics that form the whipped-cream smiley on the pie of service excellence. Not only does she explain how to generate powerful impressions and improve perceptions, she folds lots of entertaining stories into the mix.
Here's just a sampling of what P.I.E. readers will learn:
1. Service and Quality are two sides of the same coin; you can't improve perception of the former solely by improving the latter. (No matter how superior the engine technology may be, no one will buy the car if the cup holder is in a bad place.)
2. Perception is emotional and spiritual, not scientific which is why it's okay to order flowers for the front desk without any data!
3. Human beings don't mind being inconvenienced. They do mind being ignored.
4. Pulling the curtain is about creating privacy, not hiding patients from view (and telling them that makes all the difference).
5. To manage expectations, tell them what you know... with a little cushion.
6. Service Improvement doesn't take extra money, time, or resources sometimes a Styrofoam cup filled with ice is all that's needed.
7. Don't just provide the cozy blankets, let them know you provide the cozy blankets! (Get comfortable spinning your wins.)
Realistic, down to earth, and wickedly witty, P.I.E., is perfect for everyone in healthcare or any other service industry. It's filled with ideas for creating exceptional customer experiences ideas that are surprising, simple and yes, easy as you-know-what.

Service Excellence is as Easy as PIE: Perception Is Everything

See the best price to sell, buy, or rent books by Liz Jazwiec. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Liz Jazwiec

See the best price to sell, buy, or rent books by Liz Jazwiec. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Hey Cupcake! We Are ALL Leaders

Eat THAT Cookie!: Make Workplace Positivity Pay Off...For Individuals, Teams, and Organizations

Service Excellence is as Easy as PIE: Perception Is Everything