Transcript to Computer
Developing Highly Productive & Positive Staff 10 key management strategies and examples from the Contraceptive CHOICE Project Objectives • Understand what motivates CHOICE staff to be highly productive and positive • Review 10 effective management strategies used to develop an optimal team • Discuss examples from the CHOICE Project We asked staff: What are some things that management/colleagues have done that have helped you become a highly effective and positive member of the CHOICE team? CHOICE staff responded: • Manager’s door was always open if I needed to talk or had questions • There were always opportunities for learning new things Amanda Unanue, CHOICE Research Assistant 2008-2011 Valerie Rainey, CHOICE Receptionist 2007-2012 • Job expectations were clearly communicated to me Christina Buckel, CHOICE Data Manager 2008- CHOICE staff responded: • I never felt like I was “getting in trouble” if I did something wrong • Managers and my coworkers were willing to step in and help get tasks completed to reach goals Danielle Grunloh, CHOICE Research & Medical Assistant 2010- • Meetings and emails always ended on a positive note Ragini Maddipati, CHOICE Study Coordinator 2009- Gina Secura, CHOICE Project Director 2007- CHOICE staff responded… • All staff were treated as important members of the team CHOICE Research Assistants: Elena Jones, 2010Kristin Rankin, 2008-2011 Torri Brown, 2009-2012 Jenny David, 2008-2010 • I was always thanked verbally and in a written note for a job well done • My perspective is always sought for inclusion in the discussion Jenny Mullersman, Clinical Research Nurse Coordinator, 2006- Hilary Broughton, CHOICE Community Engagement & Dissemination Coordinator, 2009- CHOICE staff responded… • I felt very welcomed to the team when colleagues invited me to lunch the first day of work Karen Omvig, CHOICE Education & Training Coordinator 2008- • Created a supportive environment where I could interact with my colleagues to ask questions and get support • I had opportunities to ask CHOICE doctors and nurse practitioners questions to enhance my clinical knowledge Jenny Waxler, CHOICE Research Assistant 2008-2010 Elex Hobbs, CHOICE Data Assistant 2008- 10 management strategies to develop an optimal team 10. Celebrate achievements as a team 1. Create effective leadership 2. Encourage staff participation 9. Foster cooperation, not competition 3. Value each team member Highly Productive and Positive Staff 8. Provide constructive criticism 4. Open communication 7. Recognize individual contributions 6. Provide training and professional growth 5. Train in conflict resolution 1. Create effective leadership • Develop a hiring process that will help identify the best potential candidates • Give constant reinforcement to all staff of the organization’s mission and goals • Develop clear and realistic objectives to accomplish goals with specific roles, expectations and performance standards Effective leadership at CHOICE: • Conducted job skills analysis, used standardized interview and grading systems, candidates interview with multiple members of entire team • Updated staff on progress toward short- and long-term goals at weekly all-staff meeting • Distributed participant quotes on colored paper weekly that reinforced importance of the CHOICE mission & energized staff • Created a comprehensive training manual 2. Encourage staff participation • Have staff participate at all levels of decision making; some of the best ideas occur when given the freedom to voice an opinion • Use all-staff meetings as a forum to troubleshoot system inefficiencies and develop solutions • Construct activities and tasks that promote working together as a team Staff participation at CHOICE: • Used all-staff meeting as forum to increase patient flow efficiency • Staff continuously provided feedback on modifications to clinical and research forms 3. Value each team member • Foster an environment where all staff input is encouraged and appreciated • Select staff to participate on additional projects based on strengths and interests— not solely on job title • Ensure all team members are aware of what role other staff plays on the team Examples from CHOICE: • Managers sought individual input from all staff members on issues affecting the Project • CHOICE receptionist coordinated health fair participation; research assistants participated in data analysis and publications; data manager starred in CHOICE video projects • Implemented “staff expert of the day”: each team member presented information about their role in the project at a staff meeting 4. Open communication • Management is always available to discuss concerns and answer questions • Keep staff updated on what is happening in the organization • Inform staff of how their performance relates to organizational goals Open communication in CHOICE: • Managers always had their doors open • Kept staff updated through: – Emails – Staff meetings – “Water cooler” updates • Conducted individual annual performance reviews with all staff members 5. Train in conflict resolution • Recognize conflicts can arise between staff, especially when workload increases • Provide staff with necessary skills to resolve conflicts between one another • Develop protocol for addressing grievances if staff are unable to resolve problem on their own Conflict resolution in CHOICE • Management conscious of workload increases and remained perceptive to stress levels and potential conflicts among staff • Used small group department meetings to reinforce conflict resolution skills • Consulted with Washington University Human Resources when conflict persisted 6. Provide training and professional growth opportunities • Provide staff with tools necessary to do their jobs successfully • Invite staff to attend low- or no-cost community lectures and seminars relevant to the position or organizational mission • Give staff opportunities to increase their knowledge and skill sets CHOICE training and professional growth opportunities: • Created a personalized day-to-day training schedule for new staff • Invited staff to participate and present in academic conferences • CHOICE doctors held monthly “lunch & learn” educational sessions on reproductive health issues for staff 7. Recognize individual contributions • Make each person feel like an important member of the team • Encourage all members of the team to recognize contributions of a team member • Promote a positive team atmosphere CHOICE examples of individual recognition: Recognized birthdays with a card signed by all staff Recognized employment anniversary dates with congratulatory homemade banners Recognized individual efforts toward a goal with personal acknowledgement and a certificate at staff meetings 8. Provide constructive criticism • Address the incident soon after it happens • Focus on issue at hand—do not mix positive and negative feedback • Choose words that focus on behavior to be changed; not the person • Give reason why it's an issue and state impact it had on staff, organization, or the patient • Collaborate together to come up with ideas for improvement CHOICE example of constructive criticism: Issue: Staff member scheduled several people under the wrong name in the scheduling system. Management Action: Send email to staff member requesting meeting. Discuss issue at hand, importance of scheduling patients correctly, and affect it has on the Project and/or patient. Offer additional training if necessary. Resolution: Manager and staff member collaborate to come up with strategies to prevent this mistake from occurring in the future. Manager and staff member set a meeting 2 weeks after occurrence to revisit the issue and progress. 9. Instill cooperation, not competition • Cross train staff—including management— across positions so they can step in when needed • Encourage staff to ask team members for help when needed • Treat staff as capable, competent people and expect them to function as such • Provide a clean, bright, attractive and cheerful workplace Cooperation, not competition at CHOICE: • Manager covered enrollment or phone survey when research assistant was overscheduled • Each staff person at CHOICE has personal work space with adequate lighting and storage 10. Celebrate achievements as a team • Help foster a shared sense of pride • Recognize the success of the team! • Re-energize team to accomplish the next goal Team celebrations at CHOICE: • • • Celebrated reaching our enrollment goal of 9,256 with a catered party on a weekend that included staff & our families Management brought snacks to break room with a thank you note for reaching short-term goals Project Director called an impromptu meeting at the end of day after reaching a long-term goal to toast a job well done with a sparkling beverage • Organized a potluck picnic in the park to thank staff for commitment to excellence and positive work ethic • Received congratulatory emails from CHOICE Principal Investigator & Project Director for reaching goals Summary • Highly productive and positive staff form a cohesive team that get things done • An upbeat team atmosphere can promote quality patient care and satisfaction • Refer to the Effective Staffing & Management module in the Resource Center for additional ideas