Program Summaries
Motivation / Retention Issues
Becoming the "Employer of Choice" is a key strategy for the healthcare
workplace. Having recognized that satisfied staff provide the best customer
service, healthcare leaders are increasingly focused on creating a work
environment to ensure retention of their best people. Key themes include
changes in management styles to provide "different strokes for different
folks" - Generation X'ers to Baby Boomers as well as system and structure
changes rather than a quick fix. Ideas from business and industry are
included as well as best practices in health care resulting in a people
based strategy to improve retention, customer service and organizational
performance.
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For too long the healthcare workplace has rewarded seniority over performance.
This program highlights ways to "accentuate the positive" and "eliminate
the negative" to improve staff morale and retention. Intrinsic and extrinsic
motivators are discussed as well as other factors that impact staff morale
- ranging from environmental issues, non-stop change or "soap opera like"
relationships. Using research from "magnet" hospitals and experience from
a national perspective, practical approaches are offered to recognize
and reward high performance and create a positive work climate for staff
retention.
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One of the keys to staff retention is to improve the hiring process so that we “get the right people on the bus” – to quote author Jim Collins in his book Good is Great. This program offers a variety of ways to improve the hiring process with a particular focus on peer interviewing,accountability for behavioral standards, hiring screens, positive interviews and performance dashboards. Improving support for new hires and opportunities for mentoring are also discussed as well as best practices for the orientation process.
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This program is designed for healthcare providers who find themselves
in a workplace with non-stop change, a less than productive team of co-workers
and lagging staff morale. Creating a more positive work climate is the
focus of this program. Tips, tools, and practical approaches are offered
to recognize self-defeating patterns, shift from reactive to proactive
thinking and improve teamwork and morale. Participants are encouraged
to develop a plan for next day use of the content and sustain personal
change over time.
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Managing Change / Conflict / Team Building
Pearl and Edith Take a Trip Over the Falls - The primary objective
of this program is to make a "case for change," particularly for those
who are reluctant or resistant. The focal points include relinquishing
"victim" and "entitlement" attitudes or mind sets and shifting from "us
and them" to teamwork. Taking stock of ones own personal development plan
and developing new skill sets is a key theme of the program. Stressing
"you either get it or you don't," next steps and behavioral outcomes necessary
to survive the "ride over the falls" are identified.
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Out of the Comfort Zone - Moving from a hierarchical orientation
to "teams" and interdisciplinary problem solving is a challenge at all
levels in the organization. This program highlights not only the challenge
to come out of our "comfort zone" but also how to take these first steps
in a new direction. Participants review a variety of essential skills
sets needed for Generation 21 and then develop their own individual development
plans. This program makes coming out of one's comfort zone a reality for
"mama managers" who know they need to change and for staff who want to
foster teamwork and have more influence on clinical outcomes.
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Learning from Conflict - Workplace conflict can undermine the
best of teams unless we re-frame conflict as a learning opportunity rather
than the common pattern of conflict avoidance. Options to deal with difficult
behavior are reviewed as well as ways to "talk out" rather than "act out"
problems. Skills to de-escalate conflict and negotiate with others are
also included. Letting go of old patterns and choosing different responses
is the theme of this program.
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Building a Sense of Community at Work - Building a sense of community in organizations can help refocus staff members and leaders on shared values and a sense of connection with each other. Creating an environment of support and belonging in which everyone has the opportunity to do their best can go a long way in improving retention, developing teamwork and increasing patient satisfaction. This program highlights the key issues to consider in building a sense of community as well as practical ideas for next day use for those who are ready to change their work culture. Ways to deal with those who don’t “buy in” to the community effort will also be discussed. Sustaining a sense of community over time as well as steps to get started complete this overview of “community at work.” If you are ready to make a positive difference in the quality of your work life, this program is for you.
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Five Essential Skill Sets for Teamwork - All too often in health care “team” has become a four letter word that evokes cynical responses and tales of dysfunction. At the same time, teamwork is essential in health care for good clinical outcomes, staff retention or becoming the “employer of choice.” Making the transition from past experience with teams that failed to principles that foster healthy teams is the focal point of this program. Dealing with key themes of trust, conflict, commitment, accountability, and results which apply to every level in the organization, this program is designed for staff, managers, and executives who recognize the real need for teamwork. While a clear picture of “healthy team” emerges with these five essential skill sets, the focus is on the “how to” of teamwork so that participants have steps for next day use to make the concept of teamwork a reality. A number of assessment tools are offered as well as systems and structure to get existing teams back on track.
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Leadership and Management Skills
Fostering Ownership and Accountability - How do I get the staff to “grow up?” This is an all too familiar question of managers in health care. The “victim” and “entitlement” mind sets which have become prevalent in health care negatively impact staff morale and retention of good managers. This program highlights best practices from magnet hospitals, lessons learned in business, and the latest research to focus on ways to promote staff ownership and accountability. Designed for middle managers in health care, the emphasis is on increasing staff involvement, problem solving, decision making, and relationship management. Key concepts include levels of authority, empowerment, staff action teams, performance management and dealing with difficult behaviors. Benchmarks to measure progress are also included.
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Management Skills for Clinical Leaders - Basic management skills are a prerequisite for success in a clinical leader role and this program is designed for those who are balancing the clinical-managerial role. Situational leadership, dealing with marginal employees, responding to difficult behavior and problem solving skills are highlighted in this program. Working with other departments as well as ways to anticipate problems and de-escalate issues are also reviewed. Many of these lessons learned from experience can smooth the transition for those balancing both clerical and managerial roles.
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New Manager Survival Kit - All too often, new managers buy in to the idea that they “have to land running” or “make up for lost time. These mind sets often create frustration and a sense of overload. This program highlights the typical learning curve for those who are new to the management role and offers experienced based, practical approaches to ensure success. Key points include the need for an assessment process, the value of ground rules or team agreements and tools to promote staff empowerment and group problem solving. Tips for dealing with marginal staff, constructive feedback and physician partnerships are also included. The program concludes with the need for self management and work-home life balance. Participants develop action plans and peer partnerships to augment integration of the content.
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The Nitty Gritty of Culture Change - Strategies for breakthrough improvements in patient satisfaction and staff retention are the focus of attention in health care as we move into this decade. With the growing distrust of hospitals among consumers, deterioration of morale, and chronic system problems, the need for culture change in healthcare has never been greater. The roadmap for culture change outlined in this program includes the development of an infra-structure for decision making, increasing staff involvement in problem solving, cross functional teams for service recovery, performance indicators and management accountability as well enhancements to the systems for evaluation and discipline issues. The focus is on the “how to” and the next steps so that participants not only are energized by these concepts but also have a clear sense of the process, pitfalls and ways to measure progress on the journey to real culture change.
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Emotional Intelligence - People Skills for the Work Place - For too long, the emphasis in health care has been on clinical competence and “getting the tasks done” with less importance placed on emotional maturity and people skills. Based on the work of Daniel Goleman and others, this program explains the concept of emotional intelligence and offers a variety of approaches to use the concept in hiring practices, staff development and team building. Self-assessment tools are reviewed with a focus on personal as well as team development. Ways for managers to increase their “EI” as well as the impact on team effectiveness and staff retention are also explored.
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Reflective Leadership - Do you need a time out? Across the country,
we hear those in senior leadership positions lamenting the fact that they
never have time to think and plan as they would like. To address this
need I have been joined by a trusted colleague and friend, Lois Hybben-Stehr,
who brings a wealth of knowledge from her 30 years experience in the Twin
Cities, Minneapolis-St.Paul area. She has held several senior leadership
positions and has a rich background in physician and board related issues,
dealing with unions, interest based bargaining, horizontal integration
and strategic planning.
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Personal Balance and Self Renewal
Put On YOUR Own Oxygen Mask First - Rapid change, financial concerns and staff shortages all lead to a more stressful work environment in healthcare than at any time in recent memory. All too often the quality of work life suffers with "imbalance" becoming the norm until illness or resignations serve as a wake-up call. This program is designed to add depth to the concept of "care for the care givers" and emphasizes ways to sustain personal change over time. Intentions are only as good as follow through. Rejuvenating and maintaining a balance between work and home life is essential for personal effectiveness. Using experienced-based real world approaches and peer partners designed to increase the likelihood of lasting change, the focal point of this program is "walking the talk."
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Managing the Middle Manager Crunch - It has often been said that the role of the middle manager” in health care is one of the most difficult in the organization. This program is designed for Nurse Managers or Department Directors who are feeling the pressure of staff retention, quarterly outcomes and financial issues and are ready to develop a personal game plan to sustain their own productivity and sense of balance in the midst of those pressures. Topics range from time management, getting organized, delegation skills and several ways to improve personal productivity. For middle managers willing to reflect, reorganize and re-energize their work life, this program offers practical advice and experience based on insights that help managers have a life and a role they enjoy.
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Nature's Wisdom in the Workplace - The Five Element Model of Chinese
Medicine provides an easily understood framework for understanding ways
to cope with stress, conserve energy, and promote balance of work and
home life. These insights are also useful in fostering teamwork and managing
organizational change. Adapted from the book Sharon is co-authoring, these
ideas are memorable in their simplicity and designed for next day use.
For those interested in maintaining a healthy outlook and managing workplace
stress more effectively, the "Nature's Wisdom" framework discussed in
this program offers rich insights.
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