2010 web seminar series -...
TRANSCRIPT
![Page 1: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/1.jpg)
2010 Web Seminar Series
The Internal Customer:The Internal Customer:Staff Retention and Communication
Presented on January 26, 2010 by: Louise Haynes, M.S.W.Jack Chally M B AJack Chally, M.B.A.
Liz Buttrey, B.S.
"This training has been funded in whole or in part with Federal funds from the National Institute on Drug Abuse, National Institutes of Health, Department of Health and Human Services, under Contract No.HHSN271200522081C."
Produced by Liz Buttrey, NIDA CTN CCC Training Office
![Page 2: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/2.jpg)
Training ObjectivesTraining Objectives
Why continuity matters Impacting staff retention through management,
workplace culture, job design, opportunities, rewards, and relationship building
f Importance of the "internal customer" Retention through empowerment and growth Mentoring recommendations
2
![Page 3: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/3.jpg)
3
![Page 4: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/4.jpg)
Why Staff Continuity MattersWhy Staff Continuity Matters
Business based estimates for the cost of staff turnover Cost to find, hire, and train new staff Lost productivityp y
In 2006, about 33% - 50% the staff annual salary In 2010, about 50% - 200% the staff annual salary
4About.comBernardin, H. (2006). Human research management an experiential approach. New York: McGraw Hill.
![Page 5: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/5.jpg)
Why Staff Continuity Mattersy yCosts We must consider the impact of lost
training and protocol expertise when a core research staff member is lost
In an ideal situation, research staff within the CTN are hired 3 months before the trial launches 4-6 weeks before investigator’s meeting staff
is hired 4-6 weeks after investigator’s meeting the site
is endorsed 5
![Page 6: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/6.jpg)
Why Staff Continuity Mattersy yCosts Pre-Investigator’s Meeting Six weeks – 75% (180 hours) of staff time is ( )
devoted to training Site-specific onboarding and orientation
Investigator’s Meeting Two-Four days of intense in-person trainingTwo Four days of intense in person training
Impossible to replicate Travel costsNetworking and team building lost
6
![Page 7: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/7.jpg)
Why Staff Continuity Mattersy yCosts Pre Endorsement Six weeks - 50% (120 hours) of staff time is devoted to
trainingtraining By Study Launch Approximately 300 hours of training plus the Approximately 300 hours of training plus the
Investigator’s Meeting
7
![Page 8: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/8.jpg)
Why Staff Continuity Mattersy yCosts
Staff expertise is developed through operationalizing the study at the siteoperationalizing the study at the site This level of staff development investment cannot be
made with replacement staff
Staff is your most valuable resource Study productivity can stop due to staff lossy p y p
May take months to get replacement
8
![Page 9: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/9.jpg)
Why Staff Continuity Mattersy yto Everyone
Not just a management issueSt ff l ff t kl d Staff loss affects your workload
Affects everyone at every level Re-establishing continuity is time
consumingg
9
![Page 10: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/10.jpg)
Team Development StagesTeam Development Stages Forming Forming
Just meeting each other and learning their roles Honeymoon phase
Storming Internal conflict / Uncomfortable
Becoming more self directed Individual / Group
Norming Normalizing / Acceptance
Q-TIP (Quit taking it personally) Who am I in the context of this new group?
Performing Performing Norms are established relationships become
functional Adjourning
Project completion Project completion Feelings of loss New change
10
![Page 11: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/11.jpg)
11
![Page 12: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/12.jpg)
12
![Page 13: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/13.jpg)
Key FactorsyImpacting Staff Retention
ManagementW k l lt Workplace culture
Job design Opportunities RewardsRewards Relationship building
13
![Page 14: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/14.jpg)
ManagementManagement
Morale Morale as function of team strength Morale and productivity Individual job satisfaction Supervisory and front line staff morale Team vs. individual approachpp
Research works well as a teamBuilding good supervisors & staff morale to
increase productivity
14
![Page 15: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/15.jpg)
Is it workload that impacts your morale the most?
Have you dealt with morale drops during certain sections of the research trial?
15
![Page 16: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/16.jpg)
Workplace CultureWorkplace Culture
Environment Team atmosphere Team atmosphere
Positive Interactive Interactive Fun
Evaluation feedbackEvaluation feedbackPeriodic and event drivenPositive reinforcement Individualized
16
![Page 17: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/17.jpg)
Workplace CultureWorkplace Culture
E t Empowerment Staff ownership of project Staff driven processes New ideas
Encouraged and implemented when possible
17
![Page 18: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/18.jpg)
Job designJob design
St t d b t fl ibl j b d i Structured but flexible job design Clear expectations and chain of command Flexible day to day operations
Suited to employee strengths Managers leverage strengths while mitigating
areas of possible improvementDetail oriented People skills
Bi i t / ll i t thi kiBig picture/small picture thinking
18
![Page 19: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/19.jpg)
OpportunitiesOpportunities
O t iti Opportunities Solicit Interests
Growth Personal and professional Water and feed
Career pathCareer path Assist either inside or outside the project
19
![Page 20: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/20.jpg)
RewardsRewards Recognition at all levels Recognition at all levels Work team
Sit Site Study CTN-Wide
Tailored to the individual Public vs. private Within the individual’s comfort zone Valuable to the individual
20
![Page 21: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/21.jpg)
21
![Page 22: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/22.jpg)
Relationship BuildingRelationship Building
Have a plan Consistent and genuine effortg Different approaches can encompass equal
treatment Tailored to the individual staff memberValue the person not just the productivity
Research teams are more like family than co-workers because the division is hard “Goal – functional family”
22
![Page 23: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/23.jpg)
Life Happens!Life Happens!
Staff loss isn’t always preventable Life circumstances Life circumstances Opportunities
C t i t d i t Cross train to reduce impact Strong SOPs Strong documented procedure notes Staff developmentMentorship
23
![Page 24: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/24.jpg)
24
![Page 25: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/25.jpg)
Management Administrative
& Support& Support Staff
Clinical Staff Affected
Clinical Staff Involved
Core Study Staff
25
![Page 26: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/26.jpg)
Internal CustomerInternal Customer
The internal customer is the employee or staff member
Satisfied external customers are a sign of success
Satisfied employees are the reason for that successthat success
26
![Page 27: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/27.jpg)
Taking Care of Internal gCustomers
Treat your employees as you would like them to treat your customers/clients Courtesy Respect and value
Their time Their time Their contribution to your project
Be available to them Regular formal and informal meetings Open door policy Prompt responses
27
![Page 28: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/28.jpg)
Taking Care of Internal gCustomers
Try to exceed expectations Know what staff expectations arep Care about the person not just their
productivity Continuous communication about the
project’s directionp j Share information in a timely manner
28
![Page 29: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/29.jpg)
Taking Care of Internal gCustomers
Collaborate Solicit ideas Solicit ideas Allow staff to design processes
S th k Say thank you Extremely valuable Thanks must genuine
29
![Page 30: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/30.jpg)
CommunicationCommunication
Collaboration/Communication Collaboration and ongoing communication Collaboration and ongoing communication
are vital to research project success Keep folks informed Keep folks informed
Develop a communication plan Intentions are good – time is short Intentions are good time is short
Assure that you hear the other person
30
![Page 31: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/31.jpg)
31
![Page 32: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/32.jpg)
MentoringMentoring
Opportunities to reach beyond comfort Support of staff efforts
shaping, not perfection
Conference workshops Posters Posters Manuscript development Budget developmentg p Protocol development Participation in community meetings Leadership/management training
32
![Page 33: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/33.jpg)
MentoringMentoring
Funding: agency and RRTC supportF db k Feedback
Share the glory/rewards - recognition Pass it on
33
![Page 34: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/34.jpg)
Effective Team CommunicationEffective Team Communication
New project vs. established projectproject
Staff coming from other organizational culturesg
Importance of role definition Clarity of responsibilities andClarity of responsibilities and
expectations
34
![Page 35: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/35.jpg)
?
35
![Page 36: 2010 Web Seminar Series - ctndisseminationlibrary.orgctndisseminationlibrary.org/webinars/2010internalcustomer.pdf · 2010 Web Seminar Series The Internal Customer:The Internal Customer:](https://reader035.vdocuments.site/reader035/viewer/2022071017/5fd0e1cb38466170602d4ea2/html5/thumbnails/36.jpg)
Clinical Trials Network · Dissemination LibraryClinical Trials Network Dissemination LibraryNational Drug Abuse Treatment
A f hi i ill b il bl A copy of this presentation will be available
electronically after the meeting from:
CTN Di i ti Lib
http://ctndisseminationlibrary org
CTN Dissemination Library
http://ctndisseminationlibrary.organd
NIDA Livelink
36
https://livelink.nida.nih.gov