As part of the University of Michigan, Senior Academic Advisor: Dr. Chak Fu Lam collaborated with HHA President and CEO Paul Fayad on multiple research projects on the positive work environment, associate engagement, and customer service performance at HHA Services.
The scientific results we obtained were stunning: facilities with a more positive work environment provide three times better service performance than facilities with a negative work environment. The research finding is so powerful that Paul and Dr. Lam founded Positive Leader LLC in 2013 to benefit managers and executives through seminars, presentations, and management consulting on positive leadership throughout the United States. The positive energy generated by mutual respect shared understanding, and common interest in positive leadership has helped Positive Leader thrive and flourish. Now it is our desire to help you do the same with your associates.
Paul Fayad was the CEO and a managing partner of HHA Services for 22 years and is now the Founder and Managing Partner of Positive Leader and ELM Learning. In 1997 Paul established a hiring process based on personality, customer service testing, and measurement of associates' ability to champion change. In 2000 he created Q-School, through which he personally taught all HHA managers and executives the importance of customer service and positive leadership skills.
Under his leadership, HHA achieved numerous awards for customer service and associate satisfaction, including America's Top 100 Best Places to Work in Healthcare, Top 100 Workplaces in Michigan for 2011 and 2012, and Top 30 "Cool Places to Work" in Michigan by Crain's Detroit Business, Grand Rapids Business Journal and The American Society of Employers in 2003, 2005, 2007, 2009, and 2011. HHA was also awarded, in 2004, "Navigator Status" by the Michigan Quality Council in quality management initiatives, as measured by Malcolm Baldridge criteria.
Paul has written numerous articles in trade journals, produced over 70 industry training videos, and has been invited, as a national speaker, to over 20 conferences. Paul has also conducted seminars for management at over 30 hospitals, healthcare centers, and Continuing Care Retirement Communities (CCRCs) throughout the United States.
Paul has lectured at colleges and universities throughout the United States, Canada and in Hong Kong on Positive leadership and management.
My entrepreneurial career has largely focused on building online companies which have pioneered innovation in established industries. Experiencing a lack of learner-centric corporate learning, I recognized a crucial need for organizations to engage a changing and systemically disengaged workforce. In 2013 I cofounded ELM Learning. We help many of the world’s largest organizations (Google, Apple, Twitter, Facebook, Mars, and many others) change the way they design learning & talent development. ELM works with Google, Apple, Twitter, Facebook, Mars, and many other organizations to create customized digital learning solutions that engage the learner through science-backed design principles. ELM is a NGLCC Certified LGBTBE® company. As board co-chair of Workforce Professionals Training Institute, I played a role in supporting New York City's workforce development community. WPTI increases the effectiveness of people, programs, and organizations that are committed to generating pathways out of poverty through employment. While completing my undergraduate degree at the University of Michigan, I cofounded Olark, a Y Combinator Alumnus and live chat SaaS solution based out of San Francisco.
Evaluation from our seminar audience
The idea presented is creative - 4.75/5
The idea presented is practical. - 4.81/5
The presentation is well-structured - 4.88/5
The presentation is easy to follow - 4.87/5
In the future, I will engage in positive leadership practices in my management style. - 4.92/5
References available upon request!