Leadership Traits for Changing Times

1. Leadership Traits for Changing Times Bernard J. Horak, Ph.D, FACHE Georgetown University Email: bjh28@georgetown.edu Ph: 202-489-7256 Maryland Healthcare Human Resources Association Spring Conference April 16, 2012

2. Agenda/Objectives • Leadership traits & skills • Best practices in change management • Communication skills

3. Leadership

4. Leadership Challenges • Constant change • Cost reduction • Patient experience • Patient safety & culture • Staff shortages & satisfaction

5. Workplace Issues • High workload & stress • Poor systems/processes • Lack of teamwork • Lack of accountability • Lack of communication

6. Needed Leadership Traits & Skills • Servant leadership • Stress/time management • Team building • Change management • Communication

7. Needed Leadership Traits & Skills • Focus & flexibility • Principled decision-making • Performance improvement • Learning 10. Emotional intelligence

8. A Servant Leader … • Is visible • Sets goals with staff • Provides capability • Removes obstacles • Asks questions • Shows appreciation • Follows up

9. Stress/Time Management:“Spinning the Plates”

10. Stress Management • Breathing • Meditation • Visualization • Muscle Relaxation • Office Yoga • Time Out • “Sharpen the saw”

11. Time Management Key Habits: 1. Be proactive 2. Put first things first 3. Begin with end in mind

12. Begin with the End in Mind • Mission • Vision • Goals • Values, principles

13. Time Management Tools & Approaches: • A – B – C method • 80-20 rule • To do list & focus • Set milestones • Swiss cheese approach • Watch time wasters

14. Team Building • Goals • Roles • Relationships • Group process/dynamics • Procedures/groundrules

15. Team Building:Goal Setting (SMART) • Specific • Measureable • Achievable • Results-based • Time-bound

16. Task Responsibility P: Primary Responsibility S: Support C: Coordination I: Information D: Decision Team Building:Roles/Responsibility Chart

17. Team Building: Relationships • Confrontation meetings • Feedback (e.g. “pet peeves”) • Perception exchange • Ideal team exercise • Effective/ineffective communication & behaviors

18. Team Building: Group Process/Dynamics • Hand-off analysis • Experiential exercises • Survey/interview feedback • Facilitation of meetings • Process observer • Group self-analysis

19. Group Process: Key Questions 1. What was effective? 2. What should be done differently next time? 3. What did we learn?

20. Address conflict in timely manner Have equal footing Use “I” statements Speak in calm, respectful terms Leave perceptions & past at the door Use 3rd party if necessary Believe healthy conflict is part of effective teams Team Building: Conflict Management Groundrules

21. 1. Decisions by consensus 2. Begin & end on time, attendance required 3. Each values the Team as priority 4. One speaker at a time 6. Atmosphere of candor & openness 7. Confidentiality 8. Full participation 9. No electronic devices Teambuilding: Meeting Groundrules

22. TEAM Together Everyone Achieves More

23. Change Management

24. Our only security is our ability to change. — John Lilly The world hates change, yet it is the only thing that has brought progress. — Charles Kettering

25. The rate of change is not going to slow down anytime soon. If anything, competition in most industries will probably speed up even more in the next decades. — John Kotter

26. Change Exercises • Thumbs Over • Folded Arms • Appearance Change 1. Pair-up 2. Look at person—head to toe 3. Go back-to-back 4. Change 3 things

27. A B Unfreezing Moving Refreezing A B Lewin’s Change Model Moving

28. Unfreezing • Create the “burning platform” • Provide a clear vision & focus • Show the benefits of the change • Assess the culture & group dynamics • Link message to values & beliefs • Allow concerns to be expressed, taking the time to truly listen

29. Moving to Action(Changing Behavior) • Plan as a group “Change is exciting when it is done by us, threatening when it is done to us.” Moss-Kanter “People support what they help create” • Set milestones & responsibilities • Use advocates/champions • “Walk-the-talk” • Deal with resistance

30. Dealing with Resistance • Coercion • Manipulation • Negotiation • Education • Facilitation/Support • Involvement

31. Refreezing • Reward (monetary & non-monetary) • Reinforce by role modeling • Celebrate success • Publish new procedures, “bury the old” • Set accountabilities & monitor • Continuously improve

32. Communication

33. Communication Keys • Keeping the staff informed • Listening & responding to concerns • Being aware of the entire communication process

34. “I forget – are you not speaking to me or just not listening to me?”

35. A Communications Model Environment FILTER S FILTERS Sender Receiver Medium

36. Environmental Barriers • Noise • Interruptions • Competing demands • Group size • Organizational complexity

37. Medium • Correspondence • Phone • E-mail • Face-to-face

38. Filter: Frame of Reference Assumptions: Values Attitudes Beliefs Feelings Perceptions

39. Exercise I X

40. S I X

41. Defensive Evaluative Controlling Making statements Acting parent-child Open Descriptive Supporting Asking questions Acting adult-adult Filter: Defensive Communication

42. Open Communication • Suspend judgment • Recognize feelings • Ask, listen & paraphrase • Deliver “I” messages

43. “I” Message I feel/felt ________ (emotion) when you do/did _________ (behavior) because/as a result __________ (consequence). Example: “I felt angry and embarrassed when you forgot to bring copies of the handouts. As a result, the participants had a difficult time in following my presentation.”

44. Total Communication Words: __________ % Voice: __________ % Non-verbal: _________ % (body language)

45. Quickly Define … • Burn ______________________ • Tall Man ______________________ • Large City ______________________ • Stew ______________________ • Home ______________________ • Love ______________________

46. “Unplain Language” OPTIMUM DISSEMINATE STRATEGIZE NOT WITHSTANDING ASCERTAIN

47. “Unplain” Example 7510-00-551-9818 TAPE PRESSURE SENSITIVE ADHENSIVE CELLOPHANE TRANSPARENT LT 900 TYPE 1 CLASS A 1 ROLL 3.4 IN. X 36 YD.

48. Non-Verbal Communication A E F G G

49. Non-Verbal Communication H P S S

50. Non-Verbal Communication S S T T