war and peace nancy radcliff, director, the bronson experience
Post on 18-Jan-2016
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WAR AND PEACE
Nancy Radcliff,Director,
The Bronson Experience
I have no relevant financial relationships or conflicts of interest to disclose.
Disclosure
Teamwork
• Review the history of working in a healthcare environment in regards to culture and hierarchy
• Review the impact of negative customer service with internal customers
• Review the steps to increasing positive Teamwork within a department, division, case or company
• Be able to list three behaviors you can/will personally work on to improve your relationships
Objectives
• History• What’s it feel like to be on a dysfunctional
team?• What are the steps towards a great team?• What can I do?
• Offensive
History
• Offensive• Shows ignorance
History
“The majority of children affected with hydrocephalus die during infancy or quite young, and those who live are defective in intelligence, and terminate their lives in a lunatic asylum.”
A Manual of Nursing, Lawrence Humphry MD, 1901
• Offensive• Shows ignorance• Shows how far we have come
History
“At no time is a nurse expected to offer an opinion unasked about the facts which she has observed.”
A Manual of Nursing, Lawrence Humphry MD, 1901
• Men– Doctors
• Administrators– Men
• Head nurse on floor
Healthcare Teams
Dr Richard Cabot, MD
“The shortsightedness of our hospitals in this respect is really marvelous. They will take in the wards a baby whose digestion is upset, give it free treatment, which costs the hospital twenty dollars, send it out again without any inquiry into the way the mother feeds it or the air it breathes or the clothes it wears. A month later the baby is back again, as sick as before, and from just the same causes. The hospital takes it again, spends another twenty dollars in getting it well, and so on. I followed up a case like this recently, and found that the mother was grossly ignorant of the first principles of feeding and caring for a baby, though perfectlly capable of being taught. Even in terms of dollars and cents, the hospital is losing by its blindness to backgrounds. The same ailments in the same patients are treated again and again, with a wisdom equal to that of the sage who dippped up water with a sieve.”
Social Service and The Art of Healing, Richard Cabot MD, 1909
“In my opinion, medical and social workers must act together as a team, if they are to serve the public efficiently. But this they cannot do till they recognize and the public recognizes their affinity.”
Social Service and The Art of Healing, Richard Cabot MD, 1909
“Why do we want to get better?”
• Members feel devalued• Members stop trying• Members become negative• Members negatively influence others• Members are less safe• Members experience fatigue• Members miss work more often
On a dysfunctional team…
We all WANT to be on a winning team!
• Connected Teams• Parallel Teams• Disconnected Teams
Team Assessment
Disconnected Parallel Connected
1 2 3 4 5 6 7 8 9 10
Where would you rate your team most of the time?
“Team
Review!”
Personal Accountability• Take care of yourself• Be accountable – do what
you agreed to do• Be aware of your actions
and feelings• Be fully present• Admit your mistakes• Show empathy• Use your knowledge and
skills• Be flexible and open
minded• Take pride in your work• Challenge yourself to
improve• Be a continuous learner
High Performing Teams
Relationships• Treat team members as valued
partners• Be respectful, direct, truthful• Ask for what you need• Be open to give and receive
feedback• Trust and assume good
intentions• Talk with, not about, team
members• Show support to others• Offer help• Use communication tools and
strategies with team members• Share your knowledge• Learn from each other• Welcome and include new
team members• Hold each other accountable• Agree to and keep
commitments
Teamwork• Commit to team goals and
vision• Define clear roles and
responsibilities• Share a common understanding
of the situation or process• Identify what success will look
like• Use data to make decisions• Use resources wisely• Build trust and confidence• Work together to get the job
done• Anticipate the needs of team
members• Actively share information• Give constructive, timely
feedback• Manage conflict skillfully• Recognize and celebrate
success
I accept full responsibility and accountability for my practice Yes No Sometimes
I am reliable – I follow through and do what I say I’ll do Yes No Sometimes
I have a positive mindset, and I take initiative to get things done
Yes No Sometimes
I refrain from nonproductive complaining; if I have a legitimate complaint, I actively seek solutions
Yes No Sometimes
I speak directly and respectfully with anyone with whom I have a problem or conflict
Yes No Sometimes
I do not allow conflicts to interfere with work Yes No Sometimes
I listen and want to understand other peoples’ perspectives Yes No Sometimes
I ask for help and I offer help Yes No Sometimes
I actively participate in team huddles and support my colleagues
Yes No Sometimes
I speak to others with a positive tone and affect, consistently conveying respect and positive regard to all
Yes No Sometimes
I take responsibility for my own learning and development, and I also encourage and support my colleagues’ growth
Yes No Sometimes
Self Assessment
See Me As A Person, Mary Koloroutis and Michael Trout, 2012
“Teams are healed one relationship at a time.”
See Me As a Person, Mary Koloroutis & Michael Trout, 2012
Self accountability drives me to specific
improvements
Thank you!
bronsonhealth.com
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