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Change and Transition: Small Baby Unit
Anne St. John, Executive Director Organizational Development
Training and Employee Engagement
Some things to think about…
Small Baby Program Mission: The Why• The privilege of caring for a premature
infant has been entrusted by his or her parents to the care team of Miller Children’s & Women’s Hosptial Neonatal Intensive Care Unit. The specialized staff of the NICU has been assembled specifically to assist these special infants in prevailing over the hurdles that will face them in their immediate and long term care.
Mission: Our PromiseWe intend to honor that trust by: • Providing your child the highest level of up to date care of
the premature infant• Providing solace, understanding and empowerment to
parents and family through emotional support, education and direct parental/family involvement in care and care planning
• Providing your child a cohesive and supportive care team that will navigate your child through immediate and long term challenges that they will face after a premature birth
• Providing each child with the support to help them to reach their highest potential in their lives after the NICU
• This mission recognizes that care and support all starts with the unbelievable efforts of these little marvels for whom we are privileged to provide medical care.
Small Baby Program Vision:Ideal Future State
• Vision: We believe every child deserves the best start to life no matter how small.
SO…What’s it Going To Take???
Are We Really A Team?
• A Team is a relatively small number of people that shares common goals as well as the rewards and responsibilities for achieving them. Team members set aside their individual or personal needs for the greater good of the team.
• Are you ready for heavy lifting?– The advantages of being a team are
enormous, but they can’t be achieved without a willingness to invest considerable time and emotional energy in the process
Effective TeamsEffective Teams Talk to one Another Rather than Behind
Each Other’s Back.– Back-biting rare or non-existent in an efficient team and there is a high
level of mutual trust. Trust creates a bond among the team members and this leads to rapport and solidarity. Tensions are therefore absent.
Effective Teams Have a Healthy Respect for Each Other’s Viewpoints. – They actively listen and encourage one another and they participate
and contribute during group discussions. Disagreements exist but do not snowball into interpersonal conflict.
Effective Teams Know How to Deal with Conflicts. – Conflicts or disagreements pertaining to task-related discussions are
treated as a normal occurrence and the team members do not harbor any animosity towards one another once the team meeting ends.
Effective teamsEffective Teams are True Partners in all Aspects
Related to Teamwork. – They are supportive and have an informal work ethic of sharing
and fellowship. There are fully aware of their shared goals and shared responsibility and work towards jointly achieving their objectives.
Effective Teams Want Team Success. – They realize the need to focus on group goals and rise above
personal ambitions. Team members are secure in their individual capabilities and understand the reason why the organization constituted a team in the first place. They are able to work towards executing their role in line with the common goals of the team. They seem to realize that if they carry out their individual roles sincerely, personal recognition is bound to come their way. In other words, there is a good measure of ‘team spirit’ within the team.
Now…The Bad News…
http://vimeo.com/12561213
Chip Heath Video part 1
Change Vs. Transition
• Change is a move from the old situation to the new situation
• Transition is a three stage process– Ending, losing, letting go of– Neutral zone, wilderness, chaos, in-
between time– Beginning again, renewal, initiating a
new chapter
TRANSITIONS versus CHANGE
“It’s transition,not change,that people resist.” (Bridges, 1991)
Why we resist change
• It’s natural, normal and usually quite healthy
• We’re wired to maintain the status quo…to keep running old habits…avoid uncertainty
• If the requested change is significant enough, we literally fear change
• What barriers, defenses, “why not’s” do we use?
Emotions of Change
Fear Based• Anger• Disgust• Guilt• Shame• Sadness• Resentment• Hopelessness
Love based• Joy• Relief• Contentment• Curiosity• Affection• Appreciation• Hopefulness
Impact on Performance
Fear Based• Anger• Disgust• Guilt• Shame• Sadness• Resentment• Hopelessness
• Sense of control threatened
• Less Appreciative• Reactive• Less respectful• Defensive• Negative• Resistant
Options reduced
How do we transition from resistance to integration?
Basic mistakes in change
• Expecting someone else to reduce your stress
• Deciding not to change• Acting like a victim• Trying to play this new game
by old rules• Shooting for a low stress work
setting• Trying to control the
uncontrollable• Choosing your own pace of
change
• Failing to abandon the expendable
• Slowing down• Fearing the future• Picking the wrong battles• Psychologically unplugging
from your job• Avoiding new assignments• Trying to eliminate uncertainty• Assuming “caring leadership”
will make you comfortable
Thousands of Moments Every Day
• We experience approximately 20,000 moments every day.
Daniel Kahneman —Nobel Prize-winning scientist
• The “magic ratio” is 5 positive interactions for every 1 negative interaction. Copyright © 2008 Gallup, Inc. All rights reserved.
Drivers of Economic Behavior
30%Rational
Functional
Copyright © 2007 Gallup. Inc. All rights reserved.
Operations
Productivity Measures
Pay
Audits
Transactions
Scheduling
Inventory
Processing
Location
Role Description/Expectation
Quality of Resources/Equipment
Availability of Resources/Equipment
Role Requirements
Drivers of Economic Behavior
70%Emotional
Empathy
Harmony
Trust
Hope
Loneliness
Security
Skepticism
Fear
Inclusiveness
Cynicism
Joy
Friendship
Curiosity
PrideCopyright © 2007 Gallup. Inc. All rights reserved.
Culture Change
• Culture consists of group norms of behavior and the underlying shared values that help keep those norms in place.
• How we do things around here…
Why does it matter?
Truly high performing team have 3 compelling attributes:1. The consistently provide outstanding
results2. They attract, motivate and retain top
talent3. They successfully adapt to changing
conditions
Managing Change with Resilience• Resilience is the ability to return to the
original state or form after being stretched, compressed or bent.
• It is the ability to recover from adversity. • Needless to say, developing resilience is a
highly desirable quality in today’s ever-changing world.
Managing Change with Resilience
In his book Resilience: A Change for the Better, Daryl R. Conner outlines five characteristics of resilient people. They are: – • Positive – • Focused – • Flexible – • Organized – • Proactive
Positive
• Resilient people are optimists. They display a self-assurance that is based on their view that life is complex but filled with many opportunities.
• Optimists believe that defeat is temporary and its causes are not solely their fault, but rather due to unfortunate circumstances.
• Conversely, the pessimist believes that defeat will last a long time and assigning blame to someone—including him or herself—is necessary.
Focused
• The focused characteristic of resilient people has to do with having a clear vision of what they want to achieve.
• Focused people take the time to write down their goals, objectives, obstacles and the strategies they will employ to find solutions for problems facing them.
Flexible
• Flexible people are those who demonstrate a special pliability or adaptability when responding to uncertainty.
• This resilient characteristic requires that you identify and compartmentalize your fears when facing new and intimidating situations
Organized
• Organized people have the knack for developing structured approaches to managing ambiguity.
• They creatively plan, carefully set priorities and engage in deliberate action steps in order to accomplish tasks.
Proactive
• The proactive characteristic of resilient people means that they engage change rather than simply defend against it.
• They are not reactive. • They take the offense rather than the
defense. • They take calculated risks and then apply
lessons learned from past experiences to similar challenges facing them.
Simply Better TrustPURPOSE:To improve patient/family experience by empowering staff to create an extraordinary experience for a patient/family when appropriate or to provide service recovery when a patient/family member has been inconvenienced by a service issue. The Simply Better Trust is not to be used as a substitute for correcting the situation, but rather an extension of our apology or in an effort to enhance the patient’s experience. This is for patients and families only, not to be used for employees, physicians or volunteers.
SCOPE: System-wide
REIMBURSEMENT OF FUNDS (max $100):Purchase itemComplete and sign “Simply Better Trust Tracking and Reimbursement” formAttach original receipt and bring to the Central Staffing officeObtain reimbursement from the Central Staffing Office within 10 days of purchase.
FUNDS IN ADVANCE (max $100)Complete and sign “Simply Better Tracking and Reimbursement” form