Worcester Business Journal

22 Worcester Business Journal | November 23, 2020 | wbjournal.com Healthcare post pandemic - This pandemic has had a transformative effect on the way healthcare is being delivered, and the way providers, hospitals, insurance and pharmaceutical companies approach the delivery of care. Join us for this timely and informative webcast where our panel of experts will discuss what has changed since the beginning of the pandemic, and what lies ahead. KEYNOTE: Donald M. Berwick, MD, MPP, FRCP, KBE President Emeritus and Senior Fellow at the Institute for Healthcare Improvement (IHI) Presenting sponsor: CENTRAL MASSACHUSETTS HealthCare FORUM A Worcester Business Journal Event December 8, 2020 8:30am - 10:00am www.wbjournal.com/ healthcareforum This virtual forum is free, but pre-registration is required. Carolyn Langer, MD Senior Vice President and Chief Medical Officer, Fallon Health Louis Brady President & CEO, Family Health Center of Worcester Carolyn Jackson CEO, Saint Vincent Hospital PANELISTS TO DATE: What I found most interesting was the va- riety of answers. My high school students are all seniors involved in student council, prominent athletes at Millbury High School and have worked for me for a few years. Two of them, Kayla and Kelsey Turner are twins, both said being able to talk with customers and their coworkers have brought them out of their shells. Normally shy, they both feel they can now talk with anyone. One of them mentioned calling another business over the phone would be easy for them now, which is telling because their generation is used to text messaging. e other high school student, Cameron Wilbur, stated her job taught her about work ethic. She noted making sure things get done correctly and putting your best foot forward is going to help her excel in any career she chooses. "e harder you work, the more you'll get out of it," she said. My three college students all had different answers from each other. Mad- ison Cesaitis, who is a manager and is a first-year college student, said interacting with customers will help her because she is studying business and will always work with other people. Working with her coworkers is beneficial because it creates an environment of working together to solve problems and be successful. Hannah Gelman, an industrial engineer major at Worcester Polytechnic Institute, has learned patience, efficiency and processes. She mentions the processes we have in place, and observing how our management team treats our staff, has set a great example on how to be a leader in her future. Lastly, Adele Bruchu, also a student at WPI, said the most import- ant thing she has learned while she has worked at e Queen's Cups is greeting customers in a welcoming way. "It is better to treat everyone with open arms and create a positive work environment. I have seen this a lot at e Queen's Cups," she said. Many times, over this year, we have all been le feeling confused, angry and almost hopeless with all of the sadness in the world. We have lost loved ones. We have experienced losses in jobs and friendships. We have been taught life lessons we may not have been ready for. But despite the turmoil, I have chosen to focus on the positives surrounding me every day and what I can control. Em- ploying people during a pandemic is one thing. Helping build the next generation of leaders is another. I'm thankful they have learned the importance of being able to communicate effectively, work together with others, treat people with respect and the process behind a small business. at makes it all worth it. Renee Diaz is the owner of e Queen's Cups bakery in Worcester. T his year has been a year of reflection. I know I cannot change the world myself. I am not the person to share my political views on my social media platform. ere is a notion of wanting more from me because of the popularity e Queen's Cups has accumulated over the years. e expec- tation I have seen from those who do not know me personally was daunting over the summer. I am a person behind the business with 22 other people with feelings and emotions with all going on in the world, too. Running a business during these times has not been easy, and the only people that can resonate with this are other busi- ness owners. I have tried finding solace in knowing others have experienced the same feelings as me. But I am not the person to wallow in self-pity. I read a quote once saying it took someone years to love themselves and they don't have the time to convince somebody else to do the same. Once I came to this realiza- tion, I started to focus on what I could control. To me, that is employing and empowering young adults who can make a difference in the lives of others. I love my staff, and even when weeks have gone by and proven to be diffi- cult, I go to bed at night knowing I get to provide jobs for such wonderful people. Working with the public during COVID-19 has been eye-opening, rewarding, frustrating and heartwarm- ing all wrapped up into one. When I started thinking about my next article, I thought about what it must be like to be a high school or college student. What a confusing time for them, too. I asked three high school students and three college students what they have learned working at e Queen's Cups and how it will benefit them in their futures. The Hustle is Real BY RENEE DIAZ What my high school and college employees taught me W

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