In 2007, Shola Richards joined the UCLA Health System as lead training specialist for a new program to train administrative staff on the IT systems involved in scheduling patient appointments and similar tasks. 
In the just over five years since then, the Begin Right with Instruction and Thorough Education (BRITE) program has grown by leaps and bounds. It now offers classes in a broad range of communication skills, from "Connecting with Customers" to "Techniques for Effective Communication by Telephone and Email." More than 9,000 health system employees have taken classes through BRITE — 3,000 of whom Richards has personally taught. The program has gained national recognition for its effectiveness in improving the quality of patient care, and many BRITE classes have even been shared as podcasts with a national network of health care providers and systems.
In the just over five years since then, the Begin Right with Instruction and Thorough Education (BRITE) program has grown by leaps and bounds. It now offers classes in a broad range of communication skills, from "Connecting with Customers" to "Techniques for Effective Communication by Telephone and Email." More than 9,000 health system employees have taken classes through BRITE — 3,000 of whom Richards has personally taught. The program has gained national recognition for its effectiveness in improving the quality of patient care, and many BRITE classes have even been shared as podcasts with a national network of health care providers and systems.Richards’ contributions to BRITE’s success have not gone unrecognized. Last year, he was promoted to training manager. And on June 6, he received UCLA Staff Assembly’s 2013-14 Chancellor's Excellence in Service Award, which recognizes staff members who have made a significant contribution to UCLA's ongoing mission. Each year, two winners — one from the UCLA Health System and one from campus — are selected from nominations by colleagues.
For all of his achievements, Richards brings a refreshing humility to his work.
"I approach my job with a beginner’s mind," he said. "There is such a large gap between the novice and the expert, and I know what it’s like to learn a new skill. My goal is to ensure that everyone who enters a BRITE training class as a new learner feels comfortable within seconds of being here."
On days that he’s teaching a class, Richards makes sure he arrives at work an hour before so he can be the first person to greet employees as they walk through the classroom door. "I smile a lot. I give lots of hugs and handshakes. I strive to connect with everyone I meet and make them feel important, because they are important."
Employees new to the UCLA Health System take BRITE classes to learn essential job skills and then some — aiming for excellence in customer service. The program has earned a 99.2 percent approval rating from its students, Richards said, adding that not every employee starts out eager to take a class — a situation that Richards takes as a challenge.
"I love nothing more than helping an uninterested student to see how these new skills can make their job easier," Richards said. "It is a beautiful thing to see the imaginary dots in their mind begin to connect as they become more engaged in the class. The idea of 'a-ha moments' might seem clich, but believe me, these moments do happen. It is amazing to have someone enter our class as a reluctant learner and, at the end of class, … walk away saying, 'Thank you for this class, I’m excited to make a difference!'"
Seasoned employees also look to the program — which uses role-playing, games, group discussions and hands-on experiences — to expand their skills and knowledge. Managers, for example, can take a three-course leadership series that covers critical leadership competencies such as how to give and receive feedback, coach employees for peak performance and effectively manage conflict in the workplace.
"Leadership is really an art," Richards said. "In my experience, the best leaders aren’t necessarily the ones with the most followers. They are the ones who create the most leaders …
They trust the people they are leading and trust in their ability to make decisions, … recognize employees’ achievements and … not withhold praise."
Mutual respect among coworkers is something he would like to focus on more in BRITE. "Treating our patients with consistent excellence is extremely important," Richards said, "but treating our colleagues in the same manner is equally as important."
The very best leaders "are humble. They recognize that no leader can do it alone," he said, making a point of thanking "my amazing team" for their dedication to BRITE’s continued success.
"My vision for BRITE is to help make UCLA Health System the happiest and most productive health care provider to work for in the U.S., if not the world," Richards said. "That might sound ambitious but … I care about what we’re doing here at UCLA. We don’t work at a department store where the biggest issue on a typical day is dealing with a customer who doesn’t have a receipt for the sweater he wants to return. We’re talking about saving lives here."
_____________________________________________________________________________________________________________
Get a taste of Richards' enthusiasm in his personal blog, The Positivity Solution, in which he describes himself as "an incurable optimist ... committed to changing the world by helping as many people as possible to live and work more positively."
This story was adapted from the original in UCLA Health System Employee News.
