Leadership Principles Critical To Problem Solving And Program Improvement

Leadership Principles Leadership Principles Critical to Problem-Critical to Problem-

Solving and Program Solving and Program ImprovementImprovement

Rosa West Ph.D.

Rosa West Ph.D.Rosa West Ph.D.

Our objectives:Our objectives:

Key Principles of LeadershipKey Principles of Leadership Understanding problem solving Understanding problem solving

approachapproach Problem ExplorationProblem Exploration Drilling Down on the ProblemDrilling Down on the Problem Being SMART when Goal-settingBeing SMART when Goal-setting


What is Leadership?What is Leadership?


We can manage change and make We can manage change and make

improvements by becoming a Problem- improvements by becoming a Problem- Solving Leader Solving Leader


Leaders Create a Shared Vision

1. Create a Vision for Change1. Create a Vision for Change• Determine values central to change & a strategy to Determine values central to change & a strategy to

execute the visionexecute the vision

2. Communicate the Vision2. Communicate the Vision• Talk often, open, & honestlyTalk often, open, & honestly• Lead by exampleLead by example

3. 3. Remove Obstacles/Problem SolveRemove Obstacles/Problem Solve• Look at your program, job descriptions, and Look at your program, job descriptions, and

performance and systems to ensure they're performance and systems to ensure they're in line with your vision.in line with your vision.

• Take action to quickly remove barriers Take action to quickly remove barriers (human or otherwise).(human or otherwise).


Think of several major problems that you Think of several major problems that you faced over the past three months. Where did faced over the past three months. Where did

you struggle when solving the problem?you struggle when solving the problem?


Recognize your Personal Recognize your Personal Approach to Problem SolvingApproach to Problem Solving

1. Avoidance- refuse 1. Avoidance- refuse to recognize that a to recognize that a problem exists problem exists

2. Solves them as 2. Solves them as necessary - deal necessary - deal with the urgentwith the urgent

33. . Seeks them out - Seeks them out - anticipate to avoid anticipate to avoid them becoming them becoming urgenturgent


If You have the Wrong If You have the Wrong Problem, You will get the Problem, You will get the

Wrong Solution.Wrong Solution. Problem exploration is the first stage in Problem exploration is the first stage in

the problem solving process. However, the problem solving process. However, exploration may be limited because you exploration may be limited because you think:think:– You know what you wantYou know what you want– The problem is obvious (although perception is The problem is obvious (although perception is

flawed)flawed)– The assumptions are known (although The assumptions are known (although

assumptions can be so ingrained you fail to assumptions can be so ingrained you fail to notice them)notice them)

– Complexity means this will be hard to solveComplexity means this will be hard to solve


““Imagine you are in a black town. The local Imagine you are in a black town. The local power company has a broken generator so power company has a broken generator so the street lights aren’t working. There is no the street lights aren’t working. There is no

moon in the sky. A black cat decides it moon in the sky. A black cat decides it wants to cross the road and starts its wants to cross the road and starts its

journey. A black car comes roaring around journey. A black car comes roaring around the corner. It has a fault with its lights so the corner. It has a fault with its lights so

they are off. As the car approaches the cat they are off. As the car approaches the cat it swerves at the last moment. How did the it swerves at the last moment. How did the driver see the cat? Note: There is no moon driver see the cat? Note: There is no moon

in the sky.”in the sky.”


Avoid AssumptionsAvoid Assumptions If you work with customers (staff, clients, If you work with customers (staff, clients,

etc.), try asking yourself two questions at etc.), try asking yourself two questions at the start of every project: the start of every project:

– What assumptions am I making... about this What assumptions am I making... about this project ... about my role in it ... about what my project ... about my role in it ... about what my customers, colleagues, whomever expect of customers, colleagues, whomever expect of me ...about their understanding of what I'm me ...about their understanding of what I'm doing...?doing...?

– What assumptions might my customers, What assumptions might my customers, colleagues, whomever be making ... about this colleagues, whomever be making ... about this project, about their role in it, about my project, about their role in it, about my understanding of what they're doing ... about my understanding of what they're doing ... about my perception of their role? perception of their role?


Create a Place for Idea Create a Place for Idea GenerationGeneration

Our thinking may become ‘anchored’ Our thinking may become ‘anchored’ to particular environments, settings, to particular environments, settings, and formats. and formats. – Anchors can trigger pessimistic thinkingAnchors can trigger pessimistic thinking

Change something to break the Change something to break the cycle.cycle.

FedEx Example


"Management means helping people to "Management means helping people to get the best out of themselves, not get the best out of themselves, not

organizing things." organizing things."

-Lauren Appley -Lauren Appley


Leaders Manage Time Leaders Manage Time EfficientlyEfficiently

1. Ensure that the right people are included in 1. Ensure that the right people are included in your meetingsyour meetings

2. Decide the best way to design an agenda 2. Decide the best way to design an agenda

PAL MethodPAL Method PurposePurpose AgendaAgenda LengthLength

3. Evaluate the effectiveness of your meeting 3. Evaluate the effectiveness of your meeting and plan for follow-upand plan for follow-up(Who is responsible? Timeline? Duties?)(Who is responsible? Timeline? Duties?)


Leaders Use the Resources of Leaders Use the Resources of the Groupthe Group

Share leadership: Share leadership: distribute tasks distribute tasks among group among group members depending members depending on the situation and on the situation and individual strengths. individual strengths. You become a better You become a better leader by involving leader by involving more people in the more people in the leadership process. leadership process.


Using Resources cont…Using Resources cont…

Pessimistic ThinkingPessimistic Thinking– We are all experts in We are all experts in

thinking negatively.thinking negatively.– We can put this skill We can put this skill

to good use be using to good use be using reverse reverse brainstorming.brainstorming.


Reverse Reverse BrainstormingBrainstorming

How to use:How to use:

1.1. Clearly identify the problem or challenge, and write it down.Clearly identify the problem or challenge, and write it down.

2.2. Reverse the problem or challenge by asking:Reverse the problem or challenge by asking:"How could I possibly cause the problem?", or"How could I possibly cause the problem?", or"How could I possibly achieve the opposite effect?“"How could I possibly achieve the opposite effect?“

3.3. Brainstorm the reverse problem to generate reverse solution ideas. Brainstorm the reverse problem to generate reverse solution ideas. Allow the brainstorm ideas to flow freely. Do not reject anything at this Allow the brainstorm ideas to flow freely. Do not reject anything at this stage.stage.

4.4. Once you have brainstormed all the ideas to solve the reverse problem, Once you have brainstormed all the ideas to solve the reverse problem, now reverse these into solution ideas for the original problem or now reverse these into solution ideas for the original problem or challenge.challenge.

5.5. Evaluate these solution ideas. Can you see a potential solution? Can you Evaluate these solution ideas. Can you see a potential solution? Can you see attributes of a potential solution? see attributes of a potential solution?


An Example…An Example…1.1. How do we improve patient satisfaction?How do we improve patient satisfaction?2.2. How do we create more patient dissatisfaction?How do we create more patient dissatisfaction?3.3. Ideas:Ideas:

– Double book appointmentsDouble book appointments– Remove the chairs from the waiting roomRemove the chairs from the waiting room– Put patients who phone on hold (and forget about them)Put patients who phone on hold (and forget about them)– Have patients wait outside in the parking lotHave patients wait outside in the parking lot– Discuss patient’s problems in publicDiscuss patient’s problems in public

4.4. Reverse the solution:Reverse the solution:““We don't leave patients outside in the parking lot; but in the We don't leave patients outside in the parking lot; but in the morning, there are often patients waiting outside until morning, there are often patients waiting outside until opening time“.opening time“.

5.5. Potential Solution:Potential Solution:““We could open the waiting room 10 minutes earlier so it We could open the waiting room 10 minutes earlier so it doesn’t happen. There are 2 or 3 staff working, so this will doesn’t happen. There are 2 or 3 staff working, so this will not be a problem.”not be a problem.”


Leaders Communicate, Leaders Communicate, Communicate, Communicate!Communicate, Communicate!

Provide MeaningProvide Meaning Utilize All FormsUtilize All Forms Spread the WordSpread the Word


Leaders are SMART when Leaders are SMART when goal setting:goal setting:

SSpecific pecific

MMeasurableeasurable

AAttainablettainable

RRealisticealistic

TTimelyimely


Leaders:Leaders:

Create a Shared VisionCreate a Shared Vision Are proactive in problem-solvingAre proactive in problem-solving Manage Time EffectivelyManage Time Effectively Use the Resources of the GroupUse the Resources of the Group Communicate, Communicate, Communicate, Communicate,

CommunicateCommunicate Are SMARTAre SMART


Final Thoughts?Final Thoughts?

Leadership Principles Critical To Problem Solving And Program Improvement

Education

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