Change and Transition: Small Baby Unit

Anne St. John, Executive Director Organizational Development

Training and Employee Engagement

Some things to think about…

Small Baby Program Mission: The Why• The privilege of caring for a premature

infant has been entrusted by his or her parents to the care team of Miller Children’s & Women’s Hosptial Neonatal Intensive Care Unit. The specialized staff of the NICU has been assembled specifically to assist these special infants in prevailing over the hurdles that will face them in their immediate and long term care.

Mission: Our PromiseWe intend to honor that trust by: • Providing your child the highest level of up to date care of

the premature infant• Providing solace, understanding and empowerment to

parents and family through emotional support, education and direct parental/family involvement in care and care planning

• Providing your child a cohesive and supportive care team that will navigate your child through immediate and long term challenges that they will face after a premature birth

• Providing each child with the support to help them to reach their highest potential in their lives after the NICU

• This mission recognizes that care and support all starts with the unbelievable efforts of these little marvels for whom we are privileged to provide medical care.

Small Baby Program Vision:Ideal Future State

• Vision: We believe every child deserves the best start to life no matter how small.

SO…What’s it Going To Take???

Are We Really A Team?

• A Team is a relatively small number of people that shares common goals as well as the rewards and responsibilities for achieving them. Team members set aside their individual or personal needs for the greater good of the team.

• Are you ready for heavy lifting?– The advantages of being a team are

enormous, but they can’t be achieved without a willingness to invest considerable time and emotional energy in the process

Effective TeamsEffective Teams Talk to one Another Rather than Behind

Each Other’s Back.– Back-biting rare or non-existent in an efficient team and there is a high

level of mutual trust. Trust creates a bond among the team members and this leads to rapport and solidarity. Tensions are therefore absent.

Effective Teams Have a Healthy Respect for Each Other’s Viewpoints. – They actively listen and encourage one another and they participate

and contribute during group discussions. Disagreements exist but do not snowball into interpersonal conflict.

Effective Teams Know How to Deal with Conflicts. – Conflicts or disagreements pertaining to task-related discussions are

treated as a normal occurrence and the team members do not harbor any animosity towards one another once the team meeting ends.

Effective teamsEffective Teams are True Partners in all Aspects

Related to Teamwork. – They are supportive and have an informal work ethic of sharing

and fellowship. There are fully aware of their shared goals and shared responsibility and work towards jointly achieving their objectives.

Effective Teams Want Team Success. – They realize the need to focus on group goals and rise above

personal ambitions. Team members are secure in their individual capabilities and understand the reason why the organization constituted a team in the first place. They are able to work towards executing their role in line with the common goals of the team. They seem to realize that if they carry out their individual roles sincerely, personal recognition is bound to come their way. In other words, there is a good measure of ‘team spirit’ within the team.

Now…The Bad News…

http://vimeo.com/12561213

Chip Heath Video part 1

Change Vs. Transition

• Change is a move from the old situation to the new situation

• Transition is a three stage process– Ending, losing, letting go of– Neutral zone, wilderness, chaos, in-

between time– Beginning again, renewal, initiating a

new chapter

TRANSITIONS versus CHANGE

“It’s transition,not change,that people resist.” (Bridges, 1991)

Why we resist change

• It’s natural, normal and usually quite healthy

• We’re wired to maintain the status quo…to keep running old habits…avoid uncertainty

• If the requested change is significant enough, we literally fear change

• What barriers, defenses, “why not’s” do we use?

Emotions of Change

Fear Based• Anger• Disgust• Guilt• Shame• Sadness• Resentment• Hopelessness

Love based• Joy• Relief• Contentment• Curiosity• Affection• Appreciation• Hopefulness

Impact on Performance

Fear Based• Anger• Disgust• Guilt• Shame• Sadness• Resentment• Hopelessness

• Sense of control threatened

• Less Appreciative• Reactive• Less respectful• Defensive• Negative• Resistant

Options reduced

How do we transition from resistance to integration?

Basic mistakes in change

• Expecting someone else to reduce your stress

• Deciding not to change• Acting like a victim• Trying to play this new game

by old rules• Shooting for a low stress work

setting• Trying to control the

uncontrollable• Choosing your own pace of

change

• Failing to abandon the expendable

• Slowing down• Fearing the future• Picking the wrong battles• Psychologically unplugging

from your job• Avoiding new assignments• Trying to eliminate uncertainty• Assuming “caring leadership”

will make you comfortable

Thousands of Moments Every Day

• We experience approximately 20,000 moments every day.

Daniel Kahneman —Nobel Prize-winning scientist

• The “magic ratio” is 5 positive interactions for every 1 negative interaction. Copyright © 2008 Gallup, Inc. All rights reserved.

Drivers of Economic Behavior

30%Rational

Functional

Copyright © 2007 Gallup. Inc. All rights reserved.

Operations

Productivity Measures

Pay

Audits

Transactions

Scheduling

Inventory

Processing

Location

Role Description/Expectation

Quality of Resources/Equipment

Availability of Resources/Equipment

Role Requirements

Drivers of Economic Behavior

70%Emotional

Empathy

Harmony

Trust

Hope

Loneliness

Security

Skepticism

Fear

Inclusiveness

Cynicism

Joy

Friendship

Curiosity

PrideCopyright © 2007 Gallup. Inc. All rights reserved.

Culture Change

• Culture consists of group norms of behavior and the underlying shared values that help keep those norms in place.

• How we do things around here…

Why does it matter?

Truly high performing team have 3 compelling attributes:1. The consistently provide outstanding

results2. They attract, motivate and retain top

talent3. They successfully adapt to changing

conditions

Managing Change with Resilience• Resilience is the ability to return to the

original state or form after being stretched, compressed or bent.

• It is the ability to recover from adversity. • Needless to say, developing resilience is a

highly desirable quality in today’s ever-changing world.

Managing Change with Resilience

In his book Resilience: A Change for the Better, Daryl R. Conner outlines five characteristics of resilient people. They are: – • Positive – • Focused – • Flexible – • Organized – • Proactive

Positive

• Resilient people are optimists. They display a self-assurance that is based on their view that life is complex but filled with many opportunities.

• Optimists believe that defeat is temporary and its causes are not solely their fault, but rather due to unfortunate circumstances.

• Conversely, the pessimist believes that defeat will last a long time and assigning blame to someone—including him or herself—is necessary.

Focused

• The focused characteristic of resilient people has to do with having a clear vision of what they want to achieve.

• Focused people take the time to write down their goals, objectives, obstacles and the strategies they will employ to find solutions for problems facing them.

Flexible

• Flexible people are those who demonstrate a special pliability or adaptability when responding to uncertainty.

• This resilient characteristic requires that you identify and compartmentalize your fears when facing new and intimidating situations

Organized

• Organized people have the knack for developing structured approaches to managing ambiguity.

• They creatively plan, carefully set priorities and engage in deliberate action steps in order to accomplish tasks.

Proactive

• The proactive characteristic of resilient people means that they engage change rather than simply defend against it.

• They are not reactive. • They take the offense rather than the

defense. • They take calculated risks and then apply

lessons learned from past experiences to similar challenges facing them.

Simply Better TrustPURPOSE:To improve patient/family experience by empowering staff to create an extraordinary experience for a patient/family when appropriate or to provide service recovery when a patient/family member has been inconvenienced by a service issue. The Simply Better Trust is not to be used as a substitute for correcting the situation, but rather an extension of our apology or in an effort to enhance the patient’s experience. This is for patients and families only, not to be used for employees, physicians or volunteers.

SCOPE: System-wide

REIMBURSEMENT OF FUNDS (max $100):Purchase itemComplete and sign “Simply Better Trust Tracking and Reimbursement” formAttach original receipt and bring to the Central Staffing officeObtain reimbursement from the Central Staffing Office within 10 days of purchase.

FUNDS IN ADVANCE (max $100)Complete and sign “Simply Better Tracking and Reimbursement” form