Transcript Slide 1

Off the Wall Leadership
Ann Rhoades, MBA
Co-founder/CEO, CARELeaders
President, People Ink
former Executive Vice President of People for JetBlue Airways
Safe Practices Webinar
January 21, 2010
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Leading change
means influencing
people deliberately.
- Jayne Felgen,
I2E2: Leading Lasting Change
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Off the Wall Leadership
Values Blueprint
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LIVING THE VALUES
“It’s all about stories”
“I would like to recognize Nurse Alice Ruiz for being a
real Florida Hospital hero. Alice was on her way back
to the Employee Clinic from lunch when she noticed a
gentleman right outside the Volcano Café clutching
his throat and looking very red in the face. She asked
him if he needed help and he nodded. She
immediately performed the Heimlich maneuver and a
large apple chunk flew out of his mouth. The grateful
stranger hugged her and told her that she had saved
his life. ALICE, WE ARE PROUD OF YOU.”
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LIVING THE VALUES
“It’s all about stories”
“I am writing to commend Sandy Calcanis, RN, for
an exemplary display of humanitarian action. She
donated a pair of shoes to a homeless patient who
had none. She even offered to give him the pair
she had on if the patient preferred it; and it wasn’t
even her patient! THIS SELFLESS ACT OF
COMPASSION IS WHAT NURSING IS ABOUT,
SO GENUINE, AND SO KIND.”
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LEADERS
need to take
OWNERSHIP
of
CULTURE
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Values Blueprint
• First, make decision to re-new existing values and/or
develop new values
• Engage physicians and patients early in the process
• Focus on the role of the trustee
• Balance the need for simple language in a highly
educated environment
• It’s all about clearly defined behaviors
• Set clear expectations for leaders – must model the
behaviors
• Charter a team to be responsible for communication
planning
• Incorporate the Values/behaviors into hiring,
performance review, training
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Behaviors
“It is not what we say,
it is what we do.
Behaviors give life to the
Values.”
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Values & Their Respective
Behaviors Affect all of These!
PEOPLE
PRODUCT
PROSPERITY
PATIENTS
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NQF Standards
Suggestions
• Patients
• Trustees
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Suggestion
• Reward for
Living Values
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Safe Practice 1:
Leadership Structures & Systems
• Confirmation of Values: Governance leaders
should regularly confirm that senior administrative
leadership is continuously ensuring that the values
of the organization are mirrored by the behaviors
of the staff and caregivers, and that those values
drive safety and performance improvement in the
organization. At least annually, the board should
document that it has confirmed the degree to
which the behaviors of the organization related to
quality and safety mirror its values with respect to
patient safety.
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“A” Players’ behaviors
consistently reflect the
values of the
organization!
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Key Attribute Process
• Interview Employees Currently in the Job
– Usually interview 10% of employees in position
• Develop a Long List of Key Attributes
– 10 to 14 key attributes
• Determine Short List of Priority Key Attributes
– Line Managers stack-rank long list in order of importance to
determine the top 5 to 6 key attributes
• Final Validation of Key Attributes
– Sr. Leaders review top 5 to 6 and validate key attributes
• Interview Guide Created
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• How did you handle a patient who continuously required
extra attention from you?
• Describe a situation when a patient needed something
more than the skilled nursing care you provided. What
did you say or do for the patient? How did the patient
respond?
• Can you think of a time when a co-worker had a
personal situation that affected the performance of your
team? What was your reaction? What did you do or say
with regard to your co-worker?
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Sample Nursing Key
Attribute & Question
Accuracy/Attention to Detail
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Consistently produces thorough and timely work
Attentive to details
Asks questions, ensures excellent communication and follow-up
Accurately documents Patient information and updates records
Shows concern for every aspect of the job
Establishes courses of action for self and others to ensure that work is
completed accurately, without jeopardizing excellent Patient care
Sample Question
Tell me about a time when you had to ask many questions
to solve a particular problem. What was the problem and
what did you do to fix the problem?
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Sample Values & Organizational
Match Question
Integrity – when one’s words and actions create trust as
evidenced by being truthful, respectful, and consistent.
Sample Question
Tell me about an organization that you worked for
where it was evident that the company valued (or did
not value) truthfulness, respectfulness, and trust. What
did you like or dislike about this? Why did you like or
dislike this?
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Safe Practice 9:
Nursing Workforce
Example Implementation Approaches
Activities for a well-designed nursing workforce include the
following:
– A determination of safe staffing levels within different types of
nursing units
– The use of a valid and reliable patient acuity system
– Consideration for the use of build-in “cues” for staffing adjustments
that recognize the importance of “turbulence” (admissions,
discharges, transfers) and its overall impact on staffing needs
– Values-grounded behavioral-based interviewing methods to optimize
the selection of new staff and to ensure that existing staff mirror the
behaviors that represent the values of the organization
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“Whether you prevail or fail,
endure or die, depends more
on what you do to yourself
than on what the world does
to you.”
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“Off the Wall
Leadership”
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