Communication 1

Pernille Mebus Carlsen

Falck is people

helping people

• Falck was established in 1906 in Denmark by Sofus Falck

• The vision is to prevent, rescue and rehabilitate

• Assistance – Emergency – Healthcare – Safty Training

• Falck operates in 45 countries with more than 40.000 employees

Basic management of dispatch center-staff performance

Communication 3

5

Management is about people and achieving results as a team

• Invest a lot of time around your staff on a daily basis

• Be present, available and involved

• Keep close communication and dialog with the team and every team-member

Seek Best Practice constantly

Lean

• Lean is creating value for customer/patient with least possible effort

• Trimming work processes by reducing waste and create efficient flow

• Find Best Practice and implement as new standard

Lean Board – Visual Management

Lean Board Meeting

Communication 9

Weekly board meetings with your staff

• Status KPI

• Articulate successes and celebrate

• Seek causal of explanation

• Get feed-back on challenges, issuesand solutions

• Communicate strategi

• Follow-up

Structure and Follow-up

Communication 10

• Constant follow-up on team performance and wellbeing

• Follow-up on individual performance and wellbeingwith one-on-one interview

• High level of information, communicationand dialog face to face

• Keep focus and be consistent

• Implement ”Best Practise” as new standard

Staff Feedback

• Involved and heard

• Creates good and positive work-environment

• Individual feed-back on performance

• The direction is given

• Close dialog with manager

• Celebrate successes

• Visibility

Summary

• Be present and available as manager

• Involve your staff

• Find a structure and keep it simple

• Follow-up constantly

• Mark the successes

Thank you

Communication 13

Pernille Mebus Carlsenpmc@falck.dk