How to See the Lion in Your Mirror, a presentation by Joe Tye
Joe Tye presentation to Georgia Hospital Association Patient Safety Summit with video links
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The Florence Prescription From Accountability to Ownership GHA Patient Safety Summit January 10, 2013 Joe Tye, CEO and Head Coach Values Coach Inc. Copyright © 2012, Values Coach Inc.
Transcript of Joe Tye presentation to Georgia Hospital Association Patient Safety Summit with video links
The Florence
PrescriptionFrom Accountability to Ownership
GHA Patient Safety SummitJanuary 10, 2013
Joe Tye, CEO and Head CoachValues Coach Inc.
Copyright © 2012, Values Coach
Inc.
https://www.youtube.com/watch?v=Td0r74GRfZ4
The Brave New World of Healthcare video
Here’s what we’ll cover today:
Part 1: Your hospital
Part 2: You
4
If you’d like special
reports, workbooks, and
other resources to build
on today’s session, give
me your card or send an
email:
5
Part 1
Your
Hospital
Healthcare Crisis
Your
Hospita
l
Question #1
When did the
healthcare
crisis begin?
Question #2
When will the
healthcare
crisis end?
16
This story…
17
Has a happy
ending!
Companies that study
employee engagement*
consistently find:
~ 25% fully engaged
~ 60% not engaged
~ 15% aggressively
disengaged
* e.g. Gallup, HR Solutions, Press Ganey
Engaged: Spark Plugs
21
Not Engaged: Zombies
22
Disengaged: Vampires
23
Disengagement
negatively
effects…
Clinical
quality
Patient safety
Patient
satisfaction
Productivity
Marketing
image
Job security
“Whatever the engaged do,
the actively disengaged seek
to undo, and that includes
problem solving, innovation,
and creating new
customers...”
Jim Clifton: The Coming Jobs War
Disengaged people,
especially disengaged
managers, are a quality
defectJim Clifton: The Coming Jobs War
But what’s
even more
tragic...
It has a life-diminishing
impact on the
disengaged.
“Disengagement [is]
one of the chief causes
of underachievement
and depression.”Edward M. Hallowell, M.D. in HBR, 12-10
The journey from mere
Accountabilit
y to a culture of
Ownership
Ac
count
able
Accountability
Doing what you are
supposed to do because
someone else expects it of
you. It springs from the
extrinsic motivation of
reward and punishment.
You cannot hold people
“accountable” for the
things that really
matter.
Nobody ever
changes the oil in a
rental car!
Ownership
Doing what needs to be
done because you expect it
of yourself. Ownership
springs from the intrinsic
motivation of personal
pride.
18,771,563 views 78,945– avg 5 stars As 1-10-13, 1:15am
“We have hundreds if not thousands of examples…” 790,639
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Who Owns Left Field?http://www.youtube.com/watch?v=4SqJz0NgnnE
A word about the
assumptions we
make.
What do you get
when you break the
word “assume” into
its constituent
parts?
Let’s watch as the
word “assumption”
gets deconstructed
(along with those
who made the
assumption)
Invisible
Architectur
e“Invisible Architecture” is a trademark of Values Coach Inc.
Invisible architecture
is to the soul of your
organization what
physical architecture
is to its body.
3 stages
Core Values are
the Foundation
Core values
define what
you stand for
and what you
won’t
stand for
TMC Values … Honor Tradition, Nourish
Dreams
Which value do direct
caregivers feel is more
important to executive
leadership?
Compassion
Productivity
ORAND
The Integrity Gap
Nobody does it
better than...
68
Zappos Family Core Values1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With
Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
Source: Zappos website
1. Deliver Wow Through Service
Core Values Frog thinks anything worth doing is
worth doing with WOW. To WOW, CVF differentiates
himself by doing things in an unconventional and
innovative way. He goes above and beyond the
average level of service to create an
emotional impact on the
receiver and give them a
positive story they can take
with them the rest of their
lives.
Source: Zappos website
When’s the last time you
called a 1-800 call center
and months later
remembered the name of
the person you talked to –
and told anyone who would
listen your story?
The guiding insights
behind our work at Values
Coach…
72
Values are
Personal
Values are
Skills
Skillscan be
Learned
Skillsmust be
Practiced
Core Action Value
#4 is Courage – and
it is vital to care
quality and patient
safety…
You want to call a
what?
Core Action Value #4 is Courage
You can teach
people the
Courage skills
needed to…
Call a time-out
during a procedure
even though the
delay annoys
everyone else
Confront
disrespectful and
bullying behavior
Walk out on gossip,
backbiting, and
toxic emotional
negativity
Nobody learns
everything they
need to know in
kindergarten!
When a critical mass
of people connect
with and act upon
their core values,
they will have a
positive impact on…
Corporate culture is
the superstructure
Culture is to the
organization what
personality and
character are to the
individual.
“Culture influences how
we deliver care, how we
interrelate with our
colleagues, and how
we treat our patients.”
Same business
Different cultures
Culture eats
strategy for lunch!
Your hospital
has a strategic
plan – but do
you have a
culture plan?
Culture is like a patchwork
quilt: the art is in making
all the pieces come
together in a way that is
beautiful and functional
Culture doesn’t change
unless people change,
and that is
emotional
work!
Emotional attitude
is the interior décor
97
98
A positive workplace
culture begins with
intolerance for toxic
emotional negativity.
http://www.thatvideosite.com/v/94
Everything’s Amazing and Nobody’s Happy
100
Emotional climate is
determined by what
you expect and what
you tolerate…
101
And over time, what
you tolerate will
dominate over what
you say you expect!
102
“One toxically negative
person can drag down
morale and productivity
of an entire work
unit.”
103
“It is a leadership
responsibility to create a
workplace environment
where toxic emotional
negativity is not
tolerated.”
107
Building a
culture of
ownership
Do you have to start with the
right people on the bus?
You can’t always
choose who you
have on the bus!
You can’t just
throw all the
“wrong” people off
the bus!
You can create a bus that
everyone wants to ride
By the way, you can…
Get everyone on
the same culture
page for just…
Commitment
To the values, vision, and
mission of the
organization
Commitment is
most important
when the going
gets tough...
“We need to see
opportunities where others
see barriers. We need to
be cheerleaders when
others are moaning doom-
and-gloom.”
“We need to face problems
with contrarian toughness
because it’s in how we
solve those problems that
we differentiate ourselves
from everyone else.”
“Brick walls are not
there to stop you, they
are there to make you
prove how much you
want something.”
Randy Pausch: The Last Lecture
Engagement
With patients,
coworkers, and with the
work itself
At Best Buy, a 0.1%
increase in employee
engagement generates
a $100,000 increase in
gross store revenue*
* Harvard Business Review, October 2010
Passion
Enthusiasm, positive
attitude, and joy
reflected in everyday
actions
http://www.youtube.com/watch?v=RxsOVK4syxU
What Teachers Make by Taylor Mali
Initiative
Don’t wait around to be
“empowered” –
Proceed Until
Apprehended!
137
Can one person
who takes
initiative change
your
organization?
140
MMFI!
Fellowship
Because (as Mother
Teresa reminded us) we
are all children of the
same God
144
Pride
In your organization, in
your profession, in your
work, and in yourself
Pride is reflected in the answer
to that universal icebreaker
question:
What do you do?
The most powerful and
cost-effective
marketing campaign
your organization could
ever launch!
What do you do?
Thanks for asking!
I’m good at what I do.
I love what I do. I’m
proud of what I do.
What I do is
important.
What could be more boring than
industrial ventilation systems?
151
BigAssHospital.com
12 key lessons we’ve
learned through our
work on cultural
transformation…
At Community Hospital in
McCook, the proportion of
employees rating the
hospital “Excellent”
increased an average of
nearly
50%.
At Mary Lanning Memorial
HealthCare in Hastings, in 18
months employee
engagement increased at a
rate Press-Ganey said would
have been expected to take
five years.
At Fillmore County Hospital
in Geneva, patient
satisfaction increased in
27 of 30 categories.
Lesson #1
Launching a movement is
a lot harder than starting
a program – it is also
much more likely to
achieve a lasting positive
impact.
158
Lesson #2
Achieving critical mass
requires approximately
30% population
commitment.
Lesson #2a
You need enough people
moving fast enough to
escape negativity,
pessimism, cynicism, and
inertia of the past.
Lesson #3
People must believe
senior leadership
believes in and is
committed to the
cultural vision.
Lesson #4
Middle management’s
mere support is not
enough – they must be
gung ho champions for
change.
Lesson #4a
The privileges of being a
manager also entail
certain foregone
freedoms
Lesson #5
Sustainability requires a
growing core of
passionate “Spark
Plugs” who have a
personal stake in
cultural transformation.
Lesson #5a
Personal stories
resonate better than
scripted lectures.
Lesson #6
Embrace the skeptics,
marginalize the cynics,
and plow through
resistance.
Lesson #7
Engage potential critics
in a constructive
manner – encourage
them to think like
partners in the change
process.
Lesson #8
Avoid identification of
the change process with
any single individual or
“program.”
Lesson #8a
Create initiative
coherence by being
clear about how various
projects reinforce one
another.
Lesson #9
Keep it visible: posters,
banners, screensavers,
newsletter articles, web
pages; include it at the
start of every meeting.
Lesson #10
Remember that
everyone listens to the
same radio station:
WIIFM.
Lesson #11
Balance urgency and
patience; be in it for the
long haul.
Lesson #12
In order to be
sustainable over the
long-term, the culture of
an organization must
rest on a solid
foundation of values.
“If we each do our
part, we will
change our lives for
the better.”
173
“If we all do our
parts, we will
change our
organizations for
the better.”174
“And in changing our
organizations, we can
change our world for the
better.”
175
You’ve heard that
you must be the
change you want to
see in the world, so
let’s talk about you.176
177
Part 2
You
181
182
Strategy #1
Transform
dreams into
Memories of the
Future
184
186
Joe’s horoscope
A breakthrough concept
emerges back at the office
today. A great day to
make a difference, make a
friend, and make a
decision and...
Joe’s horoscope
A great new opportunity
will come from out of the
blue, but it will be well-
disguised – so pay
attention and focus, and…
Joe’s horoscope
Call your
Mom
Strategy #2
Re-script
negative self-talk
and ditch
emotional
baggage
Positive self-talk is
weight-lifting for the
brain!
Strategy #3
Put The Twelve
Core Action
Values™ to work in
your life
Core Action Values 1-6:
Laying a Solid
Foundation
Core Action Value #1
Authenticity Self-Awareness
Self-Mastery
Self-Belief
Self-Truth
Core Action Value #2
Integrity Honesty
Reliability
Humility
Stewardship
Core Action Value #3
Awareness Mindfulness
Objectivity
Empathy
Reflection
Core Action Value #4
Courage Confrontation
Transformation
Action
Connection
Core Action Value #5
Perseverance Preparation
Perspective
Toughness
Learning
Core Action Value #6
Faith Gratitude
Forgiveness
Love
Spirituality
Core Action Values 7-12:
Taking
Effective Action
to Make a
Difference
Core Action Value #7
Purpose Aspiration
Intentionality
Selflessness
Balance
Core Action Value #8
Vision Attention
Imagination
Articulation
Belief
Core Action Value #9
Focus Target
Concentration
Speed
Momentum
Core Action Value #10
Enthusiasm Attitude
Energy
Curiosity
Humor
Core Action Value #11
Service Helpfulness
Charity
Compassion
Renewal
Core Action Value #12
Leadership Expectations
Example
Encouragement
Celebration
Strategy #4
Take The Self-
Empowerment
Pledge™
Seven Simple Promises
That Will Change Your
Life*
* One for each day of the week.
The Pledge at Tri Valley Health System
http://www.youtube.com/watch?v=FS4IqA5U_Ek
If you’ve been
waiting for someone
else to empower
you, you should
know that…
No one can empower you but – YOU – and once you have empowered yourself…No one can take that power away.
The Self-Empowerment
Pledge can give you
that power – but first
you need to invest in
yourself…
365
minute
s
If you knew it would
change your life for the
better – profoundly and
permanently – would
you invest …
A minute a day for the next 365
days
Would you give up one
television commercial
a day for a year to
change your life?
You
bet!If your answer
is yes, here’s
what you
need to do.
Every morning start
your day by making
that day’s promise –
which will take you
about
15 seconds.
Repeat the promise
again in in the middle
of your work day.
Once more before you
leave for home.
I am re
sponsible,
accountable, and
determined!
And one more time
right before you go to
bed.
4 x 15 seconds = 1 minute
Repeat these promises
like you really mean
them!
Read
y?
Let’s take a
look at the
seven
promises…
Monday’s Promise:
Responsibility
I will take complete
responsibility for my health,
my happiness, my success, and
my life, and will not blame
others for my problems or
predicaments.
Tuesday’s Promise:
Accountability
I will not allow low self-esteem,
self-limiting beliefs, or the
negativity of others to prevent
me from achieving my authentic
goals and from becoming the
person
I am meant to be.
Wednesday’s Promise:
Determination
I will do the things I’m afraid
to do, but which I know
should be done. Sometimes
this will mean asking for help
to do that which
I cannot do by myself.
Thursday’s Promise:
Contribution
I will earn the help I need
in advance by helping
other people now, and
repay the help I receive by
serving others later.
Friday’s Promise:
Resilience
I will face rejection and failure
with courage, awareness, and
perseverance, making these
experiences the platform for
future acceptance and success.
Saturday’s Promise:
Perspective
Though I might not understand why
adversity happens, by my conscious
choice I will find strength,
compassion, and grace through my
trials.
Sunday’s Promise:
Faith
My faith and my gratitude for
all that I have been blessed
with will shine through in my
attitudes and in my actions.
Here’s WHY it works…
You keep promising yourself that
you will be responsible,
accountable, and determined; make
a contribution, be resilient in the
face of adversity, have a positive
perspective,
and that your faith
will shine through.
Then you catch yourself whining
and complaining, procrastinating,
gossiping, blaming others for your
problems, taking when you should
be giving, and pretending
that you have no power.
You end up with what
psychologists call…
Cognitive Dissonance
Which is trying to
simultaneously hold two
incompatible beliefsI am responsible,
accountable, and
determined! It’s not my fault,
they did it to me,
this is so unfair.
At that point, one of
two things MUST
happen. Either you
take the easy way and
stop making
the promises…
Or you keep making the
promises until you
begin to change your
attitudes and your
behaviors.
And as you do that, you
will begin to achieve
better results in every
dimension of your life.
Read these seven
promises one more
time…
Now ask yourself these
two questions…
Question #1:
If you personally were to take
these seven promises to
heart, would you be better
off than where you are
headed now – personally,
professionally, financially,
and spiritually?
Question #2:
If everyone where you work
made a good faith effort to live
these seven promises, would
you do a better job of serving
customers and of supporting
each other?
If your answer to these
two questions is…
And if you’re
being honest,
that’s what
your answer
will be.
Then why wouldn’t you
invest those 365
minutes in yourself?
Do it, because no one
can empower you
but you.
Will you do it? Will
you give up one TV
commercial a day…
To
change
your life?
Strategy #5
Expect a miracle
If what I covered
today makes
sense and you’d
like more…
The 2013 webinar series
– 8 programs on
personal achievement
and creating a positive
organizational culture…
266
Bundle #1: Personal and Professional Success Strategies
267
Bundle #2: Leadership and
Culture Strategies
268
Early Bird Special ends Friday
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$149 for both bundles
including eBooks ($249
afterward)
The upcoming workshop
on designing and building
the Invisible
Architecture™ of your
organization…
271
Date: February 5, 2013
Asheville, NC
$149 per person
319-624-3889
