Not even the most gifted leader can lead change alone. No one person can come up with the strategy, communicate across the organization, eliminate all the barriers, and manage dozens of change initiatives. In order for transformation to succeed, you need a guiding coalition.

With so few organs available for transplant, living-donor transplantation introduces improved organ quality, reduced wait times, predictable scheduling, and reduced risk of rejection. But it isn't easy—the investment and risks are huge. Robin Kim, University of Utah Transplant Division Chief, shares his commitment and the complexity of his practice.

What makes an expert? Best-selling author Malcolm Gladwell gave 10,000 hours as a threshold for expertise. While our University Hospital Customer Service Team isn’t at 10,000 hours, they addressed nearly 2,000 patient concerns this past year. When asked how they do it, Program Assistant Michael Bown offers these top five tools to successfully navigate a phone complaint.

Practicing are recorded conversations with a colleague that are shared with the organization. They are conversations between real team members about why the work matters.