Be The Best Part of Their Day

Introduction: Why communication matters on the shop floor (and in the boardroom)

Most teams don’t stall out because of skill gaps; they stall because people feel unseen, uncertain, or uninspired. When communication frays, friction rises: rework grows, safety slips, politics creep in, and your best folks quietly disengage. Flip that script, and everything changes—speed, safety, quality, morale, and profit.

In his book Be the Best Part of Their Day, David L. Schreiner, Ph.D. lays out a system for what he calls Supercharged Communication—a repeatable, values-driven way of leading that makes people feel valued, aligned, and energized. Schreiner writes from both research and frontline experience as a healthcare CEO, blending evidence with practical application.

This isn’t about being flashy or loud. It’s about building three disciplined habits that make people feel seen, informed, and connected—so the work gets easier and the results get better. What follows is a practical, field-ready playbook: what good looks like, steps to implement, sample language, pitfalls to avoid, and simple ways to measure progress.

The Big Idea (in plain English)

Communication isn’t a personality trait—it’s a system. The system has three loops you run every day:

1. Connection Loop (human first): People give their best to leaders who actually see them.
2. Channel Loop (match message to medium): Use the right medium, rhythm, and format so messages land and stick.
3. Coherence Loop (mission drumbeat): Tie everything to purpose and ensure leaders sing from the same hymnal.

Do these consistently and you’ll be the best part of someone’s day—even when the topic is tough.

Principle 1: Engage and connect at a personal level

Goal: People feel known, respected, and energized. Trust rises. Truth shows up faster.

1) Ask great questions that pull out what’s working

• Why it matters: People move toward the future they describe. Questions shape the story.
• Do this now: Open 1:1s and huddles with “What went right this week?” and “What made it work?”
• Language you can borrow: “Tell me about a moment this week you were proud of. What were the ingredients?”
• Signals & metrics: More ideas volunteered in meetings; fewer blame statements; faster problem-solving.
• Pitfalls: Don’t ignore issues—start with strengths, then ask, “How do we apply those strengths to the gap?”

2) Listen like it matters (because it does)

• Why it matters: Feeling heard is the gateway to accountability.
• Do this now: Use the Listen–Label–Loop pattern: listen without interrupting; label what you heard; loop back later.
• Language: “What I’m hearing is X. Did I get that right? Here’s what I’ll do by Friday.”
• Signals & metrics: Drop in “escalations”, fewer repeat explanations, higher uptake on decisions.
• Pitfalls: Multitasking while someone talks. Close the laptop. Face the person. Shorten the meeting if needed.

3) Be accessible and show up

• Why it matters: Approachability lowers the cost of telling you the truth.
• Do this now: Post your office hours and your urgent contact rules. Keep two 20-minute “rounds” per week.
• Language: “Best time to grab me is 9:30–10:00. Emergencies? Text me ‘911’ and a one-liner.”
• Signals & metrics: Issues raised earlier; fewer “I didn’t know” moments.
• Pitfalls: Open-door in theory, closed-door in practice. Protect the time like a customer meeting.

4) Express gratitude—specifically and often

• Why it matters: Specific praise reinforces the behaviors you want repeated.
• Do this now: Three thank-yous before lunch, tied to a value and a behavior.
• Language: “That was real ownership—you flagged the risk early and lined up the fix. Thank you.”
• Signals & metrics: Uptick in discretionary effort; more peer-to-peer recognition.
• Pitfalls: Generic “good job.” Make it sharp and tied to values.

5) Round—go to where the work happens

• Why it matters: Presence changes outcomes. You see reality, not reports.
• Do this now: Ask the same two questions: “What’s in your way?” and “What’s working we should copy?” Remove one obstacle each round.
• Language: “If I cleared one thing for you today, what would help the most?”
• Signals & metrics: Visible obstacle removals per week; safety/quality leading indicators trend up.
• Pitfalls: Turning rounds into inspections. Stay curious, not gotcha.

Principle 2: Engage with intent through the right mediums

Goal: Messages land, are understood the same way, and don’t need to be explained twice.

6) Set a steady rhythm

• Why it matters: Cadence creates calm. Predictability beats frequency.
• Do this now: Publish a simple Comms Rhythm (Daily huddle, Fri note, Monthly town hall).
• Language: “Here’s when you’ll hear from me—and what to expect each time.”
• Signals & metrics: Fewer “when’s the update?” pings; better attendance and prep.
• Pitfalls: Overloading with new touchpoints. Keep only what you can sustain.

7) Be transparent at a high frequency

• Why it matters: Uncertainty breeds rumors; rumors tax performance.
• Do this now: Use the Know/Don’t Know/Next Update frame.
• Language: “Here’s what we know… what we don’t… and when I’ll update you next.”
• Signals & metrics: Drop in rumor-driven questions; faster alignment during change.
• Pitfalls: Over-promising timelines. Timebox and follow through.

8) Use multiple channels on purpose

• Why it matters: Poor channel fit = poor comprehension.
• Do this now: Live it first (video or huddle), write it second (recap), chat it third (reminder).
• Language: “We’ll announce live, summarize in writing, and remind in chat.”
• Signals & metrics: Fewer “I never heard” claims; consistent understanding across sites/shifts.
• Pitfalls: Relying on one channel and assuming it landed.

9) Tackle engagement blockers head-on

• Why it matters: Mixed messages and noise cause drag.
• Do this now: Kill a low-value report; consolidate redundant updates; set three priorities per month.
• Language: “For September, you’ll hear us emphasize Safety, First-Pass Yield, and On-Time.”
• Signals & metrics: Shorter meetings, clearer top-3 recall in skip-levels.
• Pitfalls: Letting every team use their own vocabulary for the same thing.

10) In a crisis, communicate differently

• Why it matters: Silence is a vacuum; vacuums fill with fear.
• Do this now: Pre-build a Crisis Card: first five facts, audiences, channels, update cadence, Q&A owner.
• Language: “Here’s what happened, what we’ve done, what’s next, and when you’ll hear from me again.”
• Signals & metrics: Faster stabilization, fewer conflicting updates, higher trust scores post-incident.
• Pitfalls: Waiting for perfect information before speaking.

Principle 3: Be mission-focused and present united leadership

Goal: One story. One direction. Each person sees how their job matters.

11) Keep the mission front and center (and know your audience)

• Why it matters: Purpose turns tasks into contribution.
• Do this now: Open major messages with a 30-second Mission Link; tailor the “why” to the audience.
• Language: “This change improves customer safety and tech pride in workmanship.”
• Signals & metrics: Employees can explain the “why” unprompted; fewer “why are we doing this?” objections.
• Pitfalls: Purpose slogans with no behavior change.

12) Back your people and invite real debate

• Why it matters: Psychological safety exposes reality sooner.
• Do this now: In reviews ask, “What would make this 10% better?” Thank dissent.
• Language: “Make the counter-case; I want blind-spots now, not after launch.”
• Signals & metrics: More early risk flags; improved first-pass quality.
• Pitfalls: Punishing bad news. You’ll only push it underground.

13) Make people feel informed and included

• Why it matters: Context creates ownership; ownership drives execution.
• Do this now: Share the decision’s intent, constraints, and tradeoffs. Pilot with frontliners and adopt two suggestions.
• Language: “Here’s what we’re optimizing for, and what we’re trading off.”
• Signals & metrics: Higher adoption speed; fewer workarounds.
• Pitfalls: Throwing tasks over the wall with no why.

14) Build the structure that lets leaders lead

• Why it matters: Consistency beats heroics.
• Do this now: Standardize a One-Page Team Update (metrics, wins, risks, decisions, asks). Train every manager to use it.
• Language: “Every first Monday, every team uses this template—no exceptions.”
• Signals & metrics: Cleaner handoffs; shorter updates; fewer surprises.
• Pitfalls: Tool sprawl—keep one common template.

15) Align messages and hold each other accountable

• Why it matters: Mixed messages erode trust and speed.
• Do this now: Monthly Leadership Lines: agree on three talking points, shared definitions, and a proof-of-action (what we’ll do that shows we mean it).
• Language: “Same three priorities, same definitions, same behaviors—across every department.”
• Signals & metrics: Employees repeat the same three priorities; cross-team friction declines.
• Pitfalls: “My team is different.” Differences don’t excuse misalignment.

The Tools Behind the System (fully expanded)

1) Appreciative Inquiry (AI) — Lead with what’s strong, not what’s wrong

Essence: Move people from complaint to creation.
The 5-D cycle:

• Define: Frame the aim positively (“Build a culture of near-miss reporting” vs. “Stop hiding mistakes”).
• Discover: Collect three stories of when we performed at our best. Name the ingredients—behaviors, conditions, decisions.
• Dream: Picture what “best” would look like if it became the norm (be vivid: sounds, dashboards, customer reactions).
• Design: Pick the two highest-leverage practices to standardize.
• Destiny: Keep it alive—recognition, refreshers, and a monthly “bright-spot” share.

Meeting guide you can run tomorrow (30 minutes):

1. Open (5): “Today we’re defining what ‘great’ looks like for X.”
2. Discover (10): In pairs, share a recent win; list the ingredients.
3. Harvest (5): Post ingredients; vote top three.
4. Design (7): Choose one practice to standardize this month.
5. Close (3): Owner, due date, how we’ll recognize success.

What to measure: Count of captured wins, # of standardized ingredients, cycle time to standardize, spread of the practice to other teams.

2) The Life Tree — Keep leadership rooted and fruitful

Essence: Values are roots; without them, storms snap you.
Map the tree:

• Roots (Values): Write your five non-negotiables. Describe the behavior that proves each one.
• Trunk (Identity): Your leadership stance under pressure (e.g., “calm, curious, decisive”).
• Branches (Results): The outcomes that matter this year (safety, quality, growth, retention).
• Leaves (Learning): How you teach and learn—1:1s, toolboxes, lessons learned.
• Fruit (Relationships & Change): Trust you build; change you shepherd; careers you grow.

Quarterly self-check (20 minutes):

• Which root did I honor most/least this quarter?
• When the wind hit, how did my trunk hold?
• Which branch needs pruning or grafting?
• Where did I invest in leaves (developing others)?
• What fruit did my team taste—trust, clarity, opportunity?

What to measure: Values-tied recognitions, # of people developed/promoted, % initiatives linked to values in updates.

3) The Four P’s of Leader Engagement — Presence people can feel

Essence: Culture is more pattern than pronouncement.

• Presencing: Full attention is influence. Plan where and with whom you’ll be physically present each week.
• Purposing: Tie routine work to mission. Every meeting gets a 30-second mission link.
• Patterning the Fabric: Be visible and predictable; use the same symbols, stories, and language.
• Promoting Positive Change: Name the gain, acknowledge the pain, specify the support.

Daily Four-P prep (5 minutes):

• Where will I be present?
• What purpose will I reinforce?
• What pattern do I repeat (story, metric, ritual)?
• Which change will I promote and how?

What to measure: % of meetings with mission link; # of floor/site visits; employee ability to recite the month’s three priorities.

4) AI + AI — Appreciative Inquiry meets Artificial Intelligence

Essence: Use technology to clear clutter, not to replace human connection.

• Use AI for efficiency: Draft weekly notes, personalize kudos, summarize surveys, prep meeting agendas from bullet points, translate comms for multi-lingual teams.
• Keep humans for empathy: Praise, performance coaching, conflict, strategy, vision.
• Guardrails:
  • Always edit AI drafts to sound like you.
  • Never automate empathy (condolences, feedback, conflict).
  • Label AI-assisted updates internally; keep private data private.

Simple AI usage matrix:

• Yes: Drafts, translations, summaries, formatting, sentiment checks.
• No: Difficult feedback, layoffs, crises with human impact, vision casting.

What to measure: Prep time saved on updates; reach and readability of messages; time reallocated to rounds/1:1s.

A Simple 30-Day Rollout (expanded) — and a 60/90-day extension

Days 1–7: Cadence & visibility

• Publish your Comms Rhythm (what, when, who, channel).
• Block two rounds and one skip-level session.
• Run one AI (Appreciative Inquiry) huddle; standardize one practice from a bright-spot.

Days 8–14: Clarity & alignment

• Agree on three monthly priorities (shared language).
• Build your Crisis Card and rehearse once with the team.
• Launch One-Page Team Update template across managers.

Days 15–21: Connection & recognition

• Start the 3-daily thank-yous routine.
• Collect three frontline stories; share one in the Friday note (with names/teams).
• Post office hours and urgent-contact rules.

Days 22–30: Consistency & feedback

• Audit channels; kill one low-value update.
• Run a mini-pulse (“Do you know the three priorities? Do you feel informed?”).
• Adjust based on feedback; commit next month’s Three Priorities.

60–90 days:

• Train leads on the Four P’s and run weekly practice.
• Expand AI + AI (drafting, summaries, translations) to save manager time.
• Quarterly Life Tree review with your leadership bench.

Leader Templates & Tools (plug-and-play)

1) One-Page Team Update (monthly)

• Scoreboard: 3–5 metrics (target/actual/trend)
• Wins: 3 bright spots tied to values
• Risks: Top 3 with owner/ETA
• Decisions made/pending: with dates
• Asks: What we need from cross-teams/leadership

2) Friday Note (weekly)

• 2–3 wins (names + behaviors + value)
• 1 lesson learned (what we’ll do differently)
• 1 look-ahead (next week’s focus)
• Gratitude roll (bullets, specific)

3) Crisis Card (keep printed)

• First five facts (confirmed only)
• Audiences + channels + cadence
• Roles (spokesperson, fact owner, Q&A owner)
• “Know/Don’t Know/Next Update” block

4) Rounding Card (front pocket)

• “What’s working we should copy?”
• “What’s in your way?”
• “If I remove one obstacle today, what helps most?”
• Follow-up promise (date/time)

Measuring What Matters (simple scorecard)

• Clarity: % employees who can state the three priorities.
• Consistency: % teams submitting the One-Pager on time.
• Connection: # of rounds per week; # of specific recognitions.
• Cadence: Huddle adherence rate; Friday note on time.
• Change: Time-to-adoption for a new process; first-pass yield trend.
• Trust: Pulse results on “I feel informed,” “Leaders live our values,” “My manager listens.”

Twelve Reflection Questions for Leaders

1. Where am I most likely to interrupt—and why?
2. Which value did I visibly reinforce this week?
3. What bright spot did I scale beyond one team?
4. Which priority did I accidentally dilute with noise?
5. Who did I develop this month—and how do I know?
6. What risk did someone tell me early because they felt safe?
7. Which decision did I explain with intent, constraints, and tradeoffs?
8. How many obstacles did I remove during rounds?
9. Where did I use the wrong channel for the message?
10. What’s my proof-of-action that our three priorities are real?
11. Which part of my Life Tree needs pruning?
12. What will make next month’s communication 10% better?

Conclusion — Make the good unavoidable

Great communication makes great execution possible. When you connect personally, choose channels intentionally, and pound the same mission drum together, people stop guessing and start building. You’ll see fewer surprises, faster fixes, and a team that chooses to bring their best—because you made it safe, clear, and meaningful to do so.

Do this for 30 days, and momentum starts. Keep it for 90 and it becomes culture. That’s how you—not your title—become the best part of someone’s day.