Building an All Star Team Boss vs. leaders The boss drives; The boss wants power; The boss creates fear;

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    Building An All  Star Team!

    Chastity Werner, CMPE, RHIT, CRCR, NCP CEO, Nationwide Prescription Connections Independent Healthcare Consultant

    Learning Objectives • Boss vs. leaders • Leadership qualities • Building your dream team • Training • Setting goals • Measuring • Celebrating successes

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    Managers vs. leaders

    •Estimated 75% quit their jobs and leave  organizations are within the control of managers. •Honesty •Challenging work •Recognition

    Boss vs. Leaders

    Boss

    Give orders

    Implement plans

    Manage individuals

    Do things right

    Organize work

    Leaders

    Empower people

    Coach teams

    Do the right things

    Generate ideas

    Develop people

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    Boss vs. Leaders

    Boss vs. leaders

    • Leadership failures – Takes credit for others work – Selfish and rude – Blames mistakes on others – Tyrannical and cruel – Self preservation is priority – Threatened by competence  – Dishonest or unfair

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    Boss vs. leaders The boss drives; The boss wants power; The boss creates fear; The boss says “I”;  The boss places blame;  The boss knows how;  The boss uses people; The boss preaches; The boss takes credit; The boss commands; The boss says “Go”;

    the leader coaches. the leader, good will. the leader builds pride. the leader says “We”. the leader solves the problem.  the leader shows how. the leader serves others. the leader teaches. the leader gives credit. the leader asks. the leader say “Let’s go”.

    ‐ William J. Stewart, Author and Educator

    Boss vs. leaders

    • Characteristics of a leader

    Takes  responsibility/task 

    oriented Vigor/persistent in  pursuit of goals

    Self confident &  sense of personal 

    identity

    Willingness to  accept 

    consequences of  decisions & actions

    Willingness to  tolerate frustration 

    and delay

    Ability to influence  other persons’ 

    behavior

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    Leadership Qualities

    Ability & 

    Enthusiasm

    Stability & 

    Self‐confidence Concern for others

    Persistence & 

    Vitality

    Charisma

    Integrity

    ABILITY The leader must know the  job‐ or invite loss of respect

    Enthusiasm Genuine enthusiasm is an  important trait of a good 

    leader.

    Self‐confidence Confidence in one’s ability  gives the leader inner 

    strength to overcome difficult  tasks.

    Stability A leader must understand her  or his own world and how it  relates to the world of others.

    Concern for others A leader must be sincerely & deeply  concerned about the welfare of 

    people.

    Patience + Listening = Loyalty

    Concern for others Do you truly care about your 

    employees as people, or do you  view them more as tools to meet 

    your goals?

    Persistence The leader must have drive  and determination to stick  with difficult tasks until they 

    are completed.

    Vitality Strength and stamina are 

    needed to fulfill the tasks of  leadership.

    Charisma A special personal quality  that generates others’ 

    interest and causes them  to follow.

    Charisma Do you possess a positive 

    outlook and commitment in  your demeanor that 

    transforms followers to new  levels of performance as well  as personal loyalty to you?

    Integrity The most important quality of 

    leadership is integrity,  understood as honesty,  strength of character, & 

    courage.

    Leadership Qualities

    Deal openly with  everyone

    Consider all points of  view

    Keep promises

    Give responsibility

    Listen to understand

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    Building Your Dream Team

    • What constitutes a good job? – Variety and challenge – Opportunity for decision making – Feedback and learning –Mutual support and respect –Wholeness and meaning – Room to grow

    Building Your Dream Team

    Job analysis Job description Job specifications

    Recruiting Selection

    Human resource  planning

    Employee  trainingEmployee 

    development

    Career  development

    Performance  management

    Compensation

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    Building Your Dream Team

    • 5 reasons new hires fail – Coachability 26% – Emotional intelligence 23% –Motivation 17% – Temperament 15% – Technical competence 11%

    Reference: “Hiring for Attitude”’ by Mark Murphy

    Building Your Dream Team

    Resource:  Hiring for attitude     www.leadershipIQ.com/hiring

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    Building Your Dream Team

    Building Your Dream Team

    • Scheduling • Front Desk • MA/Nurse • Check‐Out • Coder • Biller • Collection

    • Physician • Office Manager • Executives • Business Partners • Vendors

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    Building Your Dream Team

    Human capital reflects the organization’s investment in attracting, retaining and motivating  an effective workforce.

    Building Your Dream Team Sources of Recruiting

    % of Employers  Using Source

    Company websites 87% Internet job sites 82% In‐house referrals 78% Newspapers and magazines 73% Colleges and highschools 60% Professional/industry associations 58% Job fairs 55% Internships 52% Headhunters 52% Looking online for resumes 38% Radio/TV ads 11%

    Resource: “Solving the Riddle of Recruiting & Retention,” HR Focus,  (April 2008) p.1, 13‐15 

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    Building Your Dream Team

    • The interview process – Review job descriptions & specifications – Prepare structured set of questions – Review the application form & resume – Open the interview

    Building Your Dream Team

    • The interview process – Ask questions ‐ listen carefully – Take notes – Close interview –Write your evaluation with date

    What is the most stressful  situation you have had to 

    deal with in a work  environment, and how did 

    you handle it?

    Why do you think you would  be a good fit for this 

    organization?

    What preparation did you do  to prepare for this 

    interview?

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    Building Your Dream Team

    • Interview questions ‐Beware – Children – Arrest history – Religion – Disabilities

    Number of children? Vs.

    What hours and days can you work?

    Do you have any disabilities? Vs.

    Can you perform the duties of the job  you are applying for?

    What is your maiden name? Vs.

    Have you ever worked under a different  name?

    Building Your Dream Team

    • Do my employees know how I judge and measure their  performance?

    • Do I provide and encourage individual development with  training and educational programs?

    • Do I trust my employees and rely upon their knowledge? • Do I let employees make decisions? • Do I have timely, accurate, open, two‐way communication with  my employees?

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    Building Your Dream Team

    One‐way  Communication

    Employee does not  want to offend leader

    Employee becomes  dependent upon the  leader to make all 

    decisions Employee becomes  resentful of the leader

    Building Your Dream Team

    Two‐way  communication

    Stop talking Put the talker  at ease

    Hold your  temper

    Be patient Empathize with  the person

    Remove  distractions

    Show the  person that  you want to 

    listen

    Encourage  clarification

    Ask  questions

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    Building Your Dream Team

    Building Your Dream Team

    • Winners – Is always part of the answer – Always has a plan – Says, “Let me learn to do it for  myself.”

    – Sees opportunity with every  challenge

    – Says, “Most everything is possible if  I persist”

    • Losers – Is always part of the problem – Always has an excuse – Says, “I can’t do it, you do it for  me.”

    – Sees too much risk with every  opportunity

    – Says, “It’s too difficult, so I will  resist”

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    Buil