Building a Productive Team One Person at a Time

GAMMA

Gary Wheeler, SPHR, GPHR, CCP, CBP

DO YOU KNOW MGMA?

2

Brief Activity

Google Search

• What comes up when you type in GAMMA?• The 3rd letter of the Greek Alphabet

Trivia question

• How many letters in the Greek Alphabet?• 24

• Can anyone recite the Greek Alphabet?

3

Medical Group Management Association

• Who was the founder of MGMA?• Harry J. Harwick

• Where did he go to work?• MAYO Clinic

• What year?• 1908

• When was the first MGMA conference?• 1926

• What year did GAMMA begin?• 1984

4

• Are you a manager or a leader on the job?• Manage to accomplish tasks • Lead to achieve goals

• In your role, you have to do both• Leaders build teams

Building Your Team

Objectives

• Building a Team Through• Communication• Relationships• Team Opportunities• What Does a Team Look Like?

7

Topics

Objective

• Communication

8

Topics

• Greet your team daily with enthusiasm• Conduct a 3-minute daily meeting• Meet face-to-face to ask questions (v. email)• Mix small talk in with your conversations• Hold weekly meetings with team• Hold monthly staff meetings with team

Daily Communication

• Inform• Instruct• Inspect• Recognize

3-Minute Daily Meeting

Employees respect leaders who are respectful and honest• Address the situation the first time• Maintain and enhance self-esteem• Communicate openly and honestly • Speak from the heart• Listen and respond with empathy• Ask for help in solving the problem• Communicate, communicate, communicate

Correcting Behavior

Employees respect leaders who are fair and listen• Talk with and note the conversation• Talk with, write up, signed• Talk with, write up, signed• Talk with, write up, signed, one-day suspension• Talk with, write up, signed final warning• Talk with, write up, signed termination

Progressive Discipline

Correct behavior based on individual and situation• Stay away from pre designed forms and templates• Handwritten documentation• Typed documentation• Does not have to be fancy• Correct within an appropriate time frame

Discipline

Correct behavior based on individual and situation• Don’t make it personal• Talk with individuals respectfully• Shake hands afterwards• Encourage the person and let them know you believe • Use the Columbo approach

Discipline

Logistics and Approach

• Choose the setting• Later (preferred) or immediate (illegal/safety)• Indirect (coaching preferred) or direct (tell) • Private (1 or 2) v. public (group)

• What is the issue• Who is impacted• Customers/Patients• Doctors/Co-workers • Me

• What is the best resolution

15

11

C4 C’s of Communication

16

Communicate

Constructive ConflictCourage

Commitment

11

Objective

• Relationships

17

Topics

Talk, Listen and Commit

• Leadership tool to build productive relationships

18

13

Communication• Talk, Listen and Commit• Employee talks• Manager listens• We commit to work

together

• Keys to Positive Communication• Maintain and

enhance self-esteem• Listen and respond with

empathy• Ask for help in solving the

problem

19

13

Planning the Talk

• Notify the employee in advance• Choose a private place free of distractions• Allow 15 to 30-minutes• Plan to take notes• Be prepared to follow up promptly after the talk

During the Talk

• Greet your employee professionally• Set the person at ease with small talk• Review the purpose of the discussion• Ask permission to take notes• Ask open ended questions• Ask for help in solving problems• Let the employee know when you will follow up

Follow Up

• The most important part of the discussion is to follow up on issues, questions and concerns

• Send a thank you note

Summary

• Talk, Listen and Commit is a leadership tool• Brand the talk as talk, listen and commit or TLC• Conduct at least two TLC’s per year • The key is to listen• The most important element is to follow up• Your people should be able to come to you with any

situation (performance, relationships)• Never get upset

Summary cont.

• Ask for help in solving the challenge, problem, issue, question or concern

• TLC can be used to proactively correct behavior• People work for their manager• Conduct informal TLC’s to build relationships• Relationships drive results/success• Our primary goal is to get our people to come to us• BUILD A TEAM ONE PERSON AT A TIME

• Know the names of spouses and kids• Know staff hobbies, interests and accomplsihments• Know if employee is a public or private person• Understand what the motivation climate is for your

employees

Relationship Building

• Send a birthday card through the mail signed by the doctors and staff• Send holiday cards through mail and email • Desk side chats• 3 by 5 card thank you • Spontaneous thank you letter mailed to home • Coffee meeting• Gift certificate to Massage Envy• Starbucks Coffee gift card

Relationship Ideas

Objective

• Team Opportunities

27

Topics

• Monthly birthday and company anniversary celebrations• Favorite candy bar• Ice cream break • After work happy hour• Picnic• Backyard cookout• Bowling tournament• Baseball game• Other ideas

Team Relationship Ideas

Objective

• What Does a Team Look Like?

29

Topics

Definition of a team

• A small number of people with complementary skills who are committed to a common purpose and who are working interdependently to achieve specific performance goals using an approach for which they hold themselves mutually accountable

Successful team Characteristics

• Commitment to a common goal• Clear roles and work assignments• Respect for each other• Full participation• Conflict management• Mutual accountability• Honest communication• Active listening• Appreciation for each other• Trustworthiness• Willingness to share

Stages of Team Performance

• Forming• Storming• Norming• Performing• Adjourning

Forming

• Team members feel uncertainty or confusion about team goals

Storming

• Team members may clash with and confront each other on all aspects of the project• Team members begin to assess their commitment to the

project and their attitude toward other team members• Team members begin to refine their pattern of

interaction; some choose to withdraw• Morale may go from high to low

Norming

• Team members cooperate and collaborate with each other• The team begins to form a group identity; members

appreciate each other and are committed to the project• Team members begin to open up to each other and

freely exchange ideas and thoughts • Team members work toward mutually agreed upon goals• Team members interact according to what has been

established and accepted by the team

Performing

• Team structure, goals and responsibilities are firmly established• Team members work consistently to accomplish project

tasks• Team maintains effectiveness, either by continuing to

learn and develop or by maintaining a routine

Successful Teams

• Document and review team guidelines • Update guidelines as needed • Outline individual expectations • Hold each other accountable • Open and honest communication• Respect others • Agree to disagree • Platinum rule: • Treat others as they would like to be treated

Q & A

• Your Virtual HR Manager•$500 Per Year

Annual Membership Program

• Unlimited phone calls or emails to review employee issues, questions or concerns• Employee performance issues• HR compliance issues• Contractor v. employee • Exempt v. non-exempt• Recruiting and retention challenges• EEO & harassment complaints• Safety challenges

Unlimited Calls or Emails

• Customized employee handbook• HR Compliance Risk Audit • Resources to mitigate HR Risks• Customized employee application• Essential employment forms• I-9 Training • Reference Request form• New Employee Orientation Power Point Template

Other Benefits

• Hazardous Communication Training Power Point• OSHA Forms (301, 300, 300A) Training• Online Sexual Harassment Training Video• Online Training on How to Communicate and Document

Discipline• 8 Job descriptions• 8 Performance evaluations linked to business profitability• Monthly newsletter• Weekly video or best practices• Stay current on HR litigation

Other Benefits cont.

Gary WheelerThe Virtual HR Director, LLC678-997-0017gary@thevirtualhrdirector.comhttp://www.thevirtualhrdirector.com

Thank You