Straight A Leadership: Alignment, Action and Accountability · Straight A Leadership: Alignment,...

Straight A Leadership: Alignment, Action and Accountability

Speaker: Bob Murphy

Friday, Sept. 19 2014

8:30 – 9:30 a.m.

Bob Murphy

Bob Murphy is a well-known leader, executive coach, and international health care presenter from Studer Group. Bob has more than 30 years’ experience in health care. His experience includes work as an EMT, phlebotomist, nursing assistant, registered nurse, department leader of emergency and trauma services, quality leader, risk manager, chief operating officer and hospital CEO. Bob is also an attorney and he is board certified in health care administration. Bob presents at conferences and seminars, works with leadership teams and coaches current and future Studer Group partners. He has spoken to tens of thousands of leaders, staff and providers from around the world. Before joining Studer Group in 2006, Bob served as the senior vice president and Administrator for a hospital in Pensacola, FL. Bob’s efforts, along with others, led this hospital to be ranked among the top 1% in patient's perception of their care for over 8 consecutive years and to be named as one of Fortune Magazine’s 100 Best Companies to Work For in America for 6 consecutive years.

Bob has served as a senior leader for two Malcolm Baldrige National Quality Award recipients: Studer Group in 2010 and Baptist Hospital, Pensacola, Florida in 2003. Bob is also a published author, having contributed chapters in the Nurse Leader Handbook: The Art and Science of Nurse Leadership. Bob has two children, Bobby, a fifteen year old, future major league ball player and Kaitlin, a ten year old, future president of the United States. Bob is a man of faith and is currently attending seminary and pursuing a degree in divinity. Bob is passionate about Studer Group's mission to make healthcare a better place to work, practice medicine and get care.

1

COPYRIGHT © STUDER GROUP

Please do not quote or disseminate without Studer Group authorizationSlide 1

Straight A Leadership

Bob Murphy, September 19, 2014

Alignment, Action and Accountability

COPYRIGHT © STUDER GROUPPlease do not quote or disseminate without Studer Group authorization

Slide 2

Straight A Leadership

means

Managing Change

2


Please do not quote or disseminate without Studer Group authorizationSlide 3 COPYRIGHT © STUDER GROUP


�Employees

�Customers (patients/ residents/covered lives/families)

�Medical staff

�Payors.

What everyone in the room has in common


Slide 4 COPYRIGHT © STUDER GROUPPlease do not quote or disseminate without Studer Group authorization

Slide 4

What everyone in the room has in common

What else?

Increased pressure

financially

3




� Physician burnout

� Middle Manager Disconnect

What are the biggest challenges now that will increase?



Slide 6

What is the biggest gap in Leadership?

Leading

Change

4




Creative Tension

Current Level of

Performance

Desired Level of

Performance

Creative

Tension



Slide 8

Leadership Discomfort

Leading Change means

creating discomfort with

others.

However, we must first be

comfortable with discomfort

ourselves.

5




Leading Change



Page 10

“People wish to be settled;

but only as far

as they are unsettled,

is there any hope for them.”

—Ralph Waldo Emerson

6




�Episodic to Continuous Change

�Operational Framework

�Managing Individual and Change

�Managing Organizations and Change

Leading Change



Slide 12

Three part framework for change:

Source: Heath and Heath 2010

7




�Ambiguity is the enemy of change.

� Look for bright spots. Start small. Little change can have large impact.

�Show clear path remove the fog to direct the rider.

1. Direct the Rider


Tools and Techniques

� Operational Dashboard

� Leadership Evaluation Manager

� 90-Day Plan

� Employee Forums / Town Hall meetings



Slide 14

� Respond to felt need. It is the felt need of the person that matters. Find the what.

� Speak to the emotion not the information.

� It is a long game -- not the intervention but the identity. A series of interventions moves it identity. How people see self, organization, entity.

2. Motivate the Elephant



� Employee Engagement Survey

� Physician EngagementSurvey

� Leadership Skill Development

� Employee Forum

� Supervisory Sessions

8




�When the path changes, people change.

� Tweak the environment to make change easier.

3. Shape the Path


� Leadership Evaluation

� 90-Day Plan

� Standards of Behavior

� Process Improvement




Slide 16

Phases of Competency and ChangeIndividual

Unconsciously

unskilled Source: Abraham Maslow; 1940; “Four Stages for Learning Any New

Skill””; Gordon Training International by Noel Burch; 1970

9



Please do not quote or disseminate without Studer Group authorizationPage 17


Unconsciously unskilled

Consciously

unskilled

Source: Abraham Maslow; 1940; “Four Stages for Learning Any New




Slide 18


Consciously

skilled


Consciously unskilled



10





Unconsciously

skilled

Consciously skilled







Slide 20


Unconsciously skilled

Consciously skilled





11




Phases of Change - Organization

PHASE 1

THE HONEYMOON

� Sense of excitement

� Right “to do” list

� Things will get better (hope)

� Quick fixes are implemented

� Skeptics



Slide 22


PHASE 2

REALITY SETS IN

� We/they

� Inconsistency

� Bigger than I thought

� This will impact me

� Some are getting it

� Some are not

12





PHASE 3

THE UNCOMFORTABLE GAP

� Performance gap is evident

� Tougher decisions must be made

� Process improvement increases

� Inconsistencies obvious



Slide 24

Chuck YeagerSource: The Right Stuff Movie

13





PHASE 4

CONSISTENCY

� High performing results

� Everyone understands the keys to success

� Disciplined people and disciplined

processes

� Proactive leadership



Page 26

Connecting Heart and Mind

HEART MIND

14



“It always comes back to

values . . .”

Quint Studer

Straight A Leadership: Alignment, Action and Accountability · Straight A Leadership: Alignment,...

Documents

Transcript of Straight A Leadership: Alignment, Action and Accountability · Straight A Leadership: Alignment,...