Hi there, I'm Chris Duffy, host of How to Be a Better Human, another TED podcast.

Most of us want to be better, but we're not quite sure where to begin, and our show is here to help.

On our podcast, you'll hear from guests and TED speakers who might just make you a better human,

from standing up for what you believe in to challenging conventional wisdom, embracing rejection,

or finding gratitude every day, our show is your guide to becoming a little less terrible.

Not that you're terrible right now, I think you're great, but on something me become a little less

terrible and maybe you'll pick up something along the way. You can find How to Be a Better Human

wherever you're listening to this.

One day, I got a call from a hospital that was working on a major change initiative.

A committee of surgeons had identified a customer service problem.

Basically, patients weren't happy, and after eight months of work, the surgeons were getting ready

to roll out a big fix. They were going to train the entire staff to smile more.

I was a pal. When the surgeons saw that patients were dissatisfied, they immediately went and

studied organizations with the happiest customers, and picked Disney and the Ritz Carlton.

Not exactly the best fit for a hospital. There were a bunch of legitimate reasons that patients

were miserable, starting with poor quality of care and long wait times, and none of them had

anything to do with staff sparkle. The surgeons didn't just misdiagnose the problem.

They failed to diagnose it at all, which left the health of their patients in peril.

Even the smartest people in the room get stuck on change when they don't look inside their own

organizations for answers, which is why a change often goes wrong at work. But wherever you stand

in the hierarchy, there's a science of making it go right. I'm Adam Grant, and this is WorkLife,

my podcast with the Ted Audio Collective. I'm an organizational psychologist. I study how to

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