An Appreciative Approach to Effective Team Building WELCOME! Craig Roth Carol Chou Marla Rowe-Gorosh...
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Transcript of An Appreciative Approach to Effective Team Building WELCOME! Craig Roth Carol Chou Marla Rowe-Gorosh...
An Appreciative Approach to Effective Team Building
WELCOME!WELCOME! Craig Roth Carol Chou Marla Rowe-Gorosh Kathy McGrail Norman Jensen Nan Cochran
AACH American Academy on Communication in Healthcare ENRICH
2011
Introductions: Who are we?
AACH American Academy on Communication in Healthcare ENRICH
2011
Housekeeping
• Bathrooms• Breaks• Beepers• Blackberries• Evaluations
AACH American Academy on Communication in Healthcare ENRICH
2011
Overview of Team Track
• Session I (Sat): Skills for Building Relationships
• Session II (Sun): Skills for Difficult Conversations
• Session III (Mon): Delegation, Feedback and Reflection
AACH American Academy on Communication in Healthcare ENRICH
2011
Relationship-Centered Skills for Forming Highly Effective Teams
Objectives
• Foster the formation of trusting and respectful relationships on team members.
• Discover strengths and resources of team members using appreciative inquiry, curiosity, active listening and reflection.
AACH American Academy on Communication in Healthcare ENRICH
2011
Relationship-Centered Skills for Forming Highly Effective Teams
Objectives
• Appreciate the diversity of individual styles of participating and decision making among members of a team.
• Practice communication skills needed for effective team development.
AACH American Academy on Communication in Healthcare ENRICH
2011
Today’s Agenda
• Build Relationships & Trust• Identify characteristics of high performing
teams• Discover Individual Strengths & Differences• Identify personal challenges in teams
AACH American Academy on Communication in Healthcare ENRICH
2011
Warm-Up Exercise
• “Minute Matrix” (shifting pairs)
AACH American Academy on Communication in Healthcare ENRICH
2011
RELATIONSHIP & TRUST BUILDING EXERCISE
• What did you have to give up/leave behind to be here?
• In small groups• Take turns
AACH American Academy on Communication in Healthcare ENRICH
2011
Tuckman’s Model of Team Development
• FORMING—Transition stage from Individual to team
• STORMING—(Differentiation) Resist Collaboration and Participation (Most Difficult Stage)
• NORMING—Begin to Accept each other and team Goals
• PERFORMING—Cohesive, Willing to Make individual Sacrifices
AACH American Academy on Communication in Healthcare ENRICH 2011
AACH American Academy on Communication in Healthcare ENRICH
2011
Goals & Means Clarity
Stages of Team Effectiveness
AACH American Academy on Communication in Healthcare ENRICH
2011
Team Formation
• Individual/group task– Making person-to-person connections– Building the “ground of health” by discovering
each other’s “light”, strengths and wholeness.– Appreciative feedback– Delighted curiosity– Establish Norms
AACH American Academy on Communication in Healthcare ENRICH
2011
Team “Norms”– Listen respectfully to each other (even if you disagree)– Do not interrupt the speaker.– No more than one person speaks at a time– All ideas are welcome– If you disagree with someone, disagree w/their ideas, but don't attack the person.– Seek to understand the other– Confidentiality– Speak for yourself– No fixing– Assume positive intent– Share "air time"– Verbally communicate as much as you feel comfortable with (not share or die). – Other (to be determined by the group)
AACH American Academy on Communication in Healthcare ENRICH
2011
Group with dominant leader
AACH American Academy on Communication in Healthcare ENRICH
2011
Group: Talking to the Middle
AACH American Academy on Communication in Healthcare ENRICH
2011
Team/Group Communication
AACH American Academy on Communication in Healthcare ENRICH
2011
Matrix Model
Amina Knowlan, Matrix Leadership Institute
AACH American Academy on Communication in Healthcare ENRICH
2011
TrustTrust
• Think about teams you have been on.Think about one you would say was/is characterized
by an environment of trust. -How was an environment of trust
established?-How did you know an environment of trust
was present?
1. In pairs, take turns sharing stories. 2. Group discussion
AACH American Academy on Communication in Healthcare ENRICH
2011
TrustTrust
“When it comes to teams, trust is all about vulnerability.”
-Patrick Lencioni (The 5 Dysfunctions of Teams ,2008)
AACH American Academy on Communication in Healthcare ENRICH
2011
• Always freely say what they feel and think• Are always direct, truthful, respectful, and positive• Openly discuss all decisions before they are made• Handle conflict in a calm, caring, & supportive
manner• Openly explore options to solve problems • Do not talk about each other behind their back• Do not have a hidden agenda
Team Communication
AACH American Academy on Communication in Healthcare ENRICH
2011
AACH American Academy on Communication in Healthcare ENRICH
2011
ASKINGWith curiosity,
Not knowing, Caring, Respect
LISTENING-Other, Self,
Verbal, Non-verbal
RESPONDING-Checking
for Accuracy-Emotion-Handling
-PEARLS
Team Communication Skills
Ask with open-ended inquiry
Goal Find the story not “the
answer” Search for meaning
(personal significance > facts)
AACH American Academy on Communication in Healthcare ENRICH
2011
Ask with open-ended inquiry
AACH American Academy on Communication in Healthcare ENRICH
2011
Tasks Ask from a position of “not knowing”-
“What that was like for you….” Take a curious and interested stance:
“Help me understand……”“How did you feel then?”
“Why” questions less effective; provoke defenses
Listening
The Chinese symbol for listening includes two ears and two eyes, a line for undivided attention, and a heart. The ancient Chinese knew that listening is more than hearing words. It is a whole body experience. Some even refer to it as the sacred art of listening. Undivided attention is essential.
AACH American Academy on Communication in Healthcare ENRICH
2011
Skill: Reflective listening
What thespeaker means
The words thespeaker says
1
4
What the listener thinks the speaker means
3
The words thelistener hears
2
(Thomas Gordon, 1970)
Reflections can clarify
Intention ≠ Impact
AACH American Academy on Communication in Healthcare ENRICH
2011
Reflective listening
• Often, our hypotheses are flawed:– Speaker may not say what s/he meant– Listener may hear it wrong, or interpret tone
incorrectly – Listener may misinterpret meaning
AACH American Academy on Communication in Healthcare ENRICH
2011
Reflective listening
• Reflection (“checking”)– Simple: “So you don’t feel appreciated in your job.”
– Double sided: “So on the one hand, you feel excited to have this new responsibility, and on the other, you’re nervous about whether you can meet the challenge.”
AACH American Academy on Communication in Healthcare ENRICH
2011
Multiple ways to reflect• Repeating or rephrasing – listener repeats or
substitutes synonyms or phrases; mirrors the speaker’s words
• Paraphrasing – listener restates what speaker said; the meaning is inferred
• Reflection of feeling – listener emphasizes emotional aspects of communication – deepest form of listening
AACH American Academy on Communication in Healthcare ENRICH
2011
Respond with empathy; use PEARLS
Partnership “We will figure how to get through this together.”
Empathy “Sounds like that was very frustrating for you.”
Appreciation/ Apology
“I appreciate your contribution.”
“I’m sorry you had to go through that.”
Respect “I give you a lot of credit for hanging in there.”
Legitimation “Anyone in your position would feel that way.”
Support “What can I do to support you?”
AACH American Academy on Communication in Healthcare ENRICH
2011
Exercise
• What are characteristics of high-performing teams?
AACH American Academy on Communication in Healthcare ENRICH
2011
TEAM
“A small number of people with complementary skills who are committed to a common purpose, set of performance goals, and approach for which they hold themselves mutually accountable.”
Katzenback Harvard Business Review, 1993
AACH American Academy on Communication in Healthcare ENRICH
2011
High Performing Teams*
• Trust• Commitment• Master conflict• Accountable• Focused on results
*Patrick Lencioni (The Five Dysfunctions of a Team)
AACH American Academy on Communication in Healthcare ENRICH
2011
High Performing Teams• Clear Roles and Responsibilities• Clear, valued, and shared vision• Optimize Resources• Strong Team Leadership• Engage in regular feedback (Situation
Monitoring)• Strong sense of collective trust, team
identify, and confidence (Mutual Support)
• Collaboration and Communication (manage conflict)
AACH American Academy on Communication in Healthcare ENRICH
2011
People See and Experience Things Differently
AACH American Academy on Communication in Healthcare ENRICH
2011
Exercise
• Discovering our differences
• “People are different “(circle 5, discuss with
neighbor). • Answer “Team
Diversity” questions.
AACH American Academy on Communication in Healthcare ENRICH
2011
Exercise
• Identify something you find personally challenging or difficult about being on a team.
– When have you felt vulnerable or experienced something challenging in a team or group?
AACH American Academy on Communication in Healthcare ENRICH
2011
END
AACH American Academy on Communication in Healthcare ENRICH
2011
Out take Slides
AACH American Academy on Communication in Healthcare ENRICH
2011
Intention ≠ impact
AACH American Academy on Communication in Healthcare ENRICH
2011
High Performing Teams
Communication
Goals &
Means Clarity
Cohesiveness
Role Clarity
AACH American Academy on Communication in Healthcare ENRICH
2011
Team Formation
• Interpersonal issues-inclusion– Forming new relations– Associating with people on team– Each determines the extent of contact and
prominence they seek– Can I allow myself to be deeply present to the
others without needing to fix?
AACH American Academy on Communication in Healthcare ENRICH
2011
Team Formation
• Group behavior patterns– Members move toward similarities
• Leaders role– Active facilitation– The team is dependent
AACH American Academy on Communication in Healthcare ENRICH
2011
Cohesiveness
• Are attracted to the team• Find personal meaning in the team experience• Enjoy the company of the other team members• Support, nurture, and care for each other• Freely share ideas and suggest ways to improve
team function• Use their unique skills for the benefit of the team• Have a strong “we” feeling• Routinely develop creative solutions to problems
Cohesiveness
AACH American Academy on Communication in Healthcare ENRICH
2011
Communication
• Always freely say what they feel and think• Are always direct, truthful, respectful, and positive• Openly discuss all decisions before they are made• Handle conflict in a calm, caring, & healing manner• Openly explore options to solve problems • Do not talk about each other behind their back• Do not have a hidden agenda
Communication
AACH American Academy on Communication in Healthcare ENRICH
2011
High Performing Teams• Clear Roles and Responsibilities• Clear, valued, and shared vision• Optimize Resources• Strong Team Leadership• Engage in regular feedback (Situation Monitoring)• Strong sense of collective trust, team identify, and
confidence (Mutual Support)• Collaboration and Communication (manage
conflict)
AACH American Academy on Communication in Healthcare ENRICH 2011
High Performing Teams*
• Trust• Commitment• Master conflict• Accountable• Focused on results
*Patrick Lencioni (The Five Dysfunctions of a Team)
AACH American Academy on Communication in Healthcare ENRICH
2011
High Performing Teams
Communication
Goals &
Means Clarity
Cohesiveness
Role Clarity
AACH American Academy on Communication in Healthcare ENRICH
2011
Role Clarity• Feel that accomplishments of the
team are placed above those of individuals
• Understand the roles and responsibilities of all team members
• Have a clear understanding of what other team members expect of them
Role Clarity
AACH American Academy on Communication in Healthcare ENRICH
2011
Goals & Means Clarity
• Have clarified and agreed upon the real work of the team
• Clearly understand the goals of the team• Agree on how to reach the team goals• Agree upon clear criteria for evaluating the
outcomes of the team
Goals & Means Clarity
AACH American Academy on Communication in Healthcare ENRICH
2011
Stages of Team Effectiveness
The four stages of team effectiveness are:
Cohesiveness
Role Clarity
Communication
Goals & Means Clarity
AACH American Academy on Communication in Healthcare ENRICH
2011
Stages of Team Effectiveness
The four stages of team effectiveness are:
Cohesiveness
Role Clarity
Communication
Goals & Means Clarity
AACH American Academy on Communication in Healthcare ENRICH
2011
AACH American Academy on Communication in Healthcare ENRICH
2011
AACH American Academy on Communication in Healthcare ENRICH
2011
MD
MS
A
RNLPN
PHAR
M
PACT
Patient
AACH American Academy on Communication in Healthcare ENRICH
2011
Forming New Patient Aligned Care Teams
Primary CareMinneapolis Health Care Network
AACH American Academy on Communication in Healthcare ENRICH
2011
“I invite you to envision yourself as part of a group—many groups—thatRecognize themselves as living, breathing, interconnected organisms. These groups are living organisms. They have a body, a consciousness,A biography and unique evolutionary path.”
--Amina Knowlan
AACH American Academy on Communication in Healthcare ENRICH
2011
Reflective Listening
• Listening is one of the most powerful things people can do.
• Goal is to understand the meaning of what is being said• Verbal and non verbal components
AACH American Academy on Communication in Healthcare ENRICH
2011