Off the Wall Leadership

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
Toll-free Call-in number 1-866-814-8482
2
Leading change means influencing people
deliberately.

• Jayne Felgen,
• I2E2 Leading Lasting Change

16
Toll-free Call-in number 1-866-814-8482
3
Off the Wall Leadership
Values Blueprint
Toll-free Call-in number 1-866-814-8482
4
18
Toll-free Call-in number 1-866-814-8482
5
19
6
20
Toll-free Call-in number 1-866-814-8482
7
LIVING THE VALUESIts 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.

Toll-free Call-in number 1-866-814-8482
8
LIVING THE VALUESIts 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
  wasnt even her patient! THIS SELFLESS ACT OF
  COMPASSION IS WHAT NURSING IS ABOUT, SO GENUINE,
  AND SO KIND.

22
Toll-free Call-in number 1-866-814-8482
9
LEADERS need to take OWNERSHIP of CULTURE
23
Toll-free Call-in number 1-866-814-8482
10

24
11
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
• Its 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

25
12
Behaviors
It is not what we say, it is what we
do. Behaviors give life to the Values.
26
Toll-free Call-in number 1-866-814-8482
13
Values Their Respective Behaviors Affect all of
These!

• PEOPLE
• PRODUCT
• PROSPERITY
• PATIENTS

27
Toll-free Call-in number 1-866-814-8482
14
NQF Standards

• Suggestions
• Patients
• Trustees

28
Toll-free Call-in number 1-866-814-8482
15

• Suggestion
• Reward for Living Values

29
Toll-free Call-in number 1-866-814-8482
16
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.

30
17
A Players behaviors consistently reflect
the values of the organization!
31
Toll-free Call-in number 1-866-814-8482
18
32
Toll-free Call-in number 1-866-814-8482
19
33
Toll-free Call-in number 1-866-814-8482
20
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

34
Toll-free Call-in number 1-866-814-8482
21

• 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?

35
Toll-free Call-in number 1-866-814-8482
22
Sample Nursing Key Attribute Question

• Accuracy/Attention to Detail
• 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?

36
23
Sample Values Organizational Match Question

• Integrity when ones 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?

37
Toll-free Call-in number 1-866-814-8482
24
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

38
Toll-free Call-in number 1-866-814-8482
25
Whether you prevail or fail, endure or die,
depends more on what you do to yourself than on
what the world does to you.
39
Toll-free Call-in number 1-866-814-8482
26
Off the Wall Leadership
40
Toll-free Call-in number 1-866-814-8482