WAR AND PEACE

Nancy Radcliff,Director,

The Bronson Experience

I have no relevant financial relationships or conflicts of interest to disclose.

Disclosure

Teamwork

• Review the history of working in a healthcare environment in regards to culture and hierarchy

• Review the impact of negative customer service with internal customers

• Review the steps to increasing positive Teamwork within a department, division, case or company

• Be able to list three behaviors you can/will personally work on to improve your relationships

Objectives

• History• What’s it feel like to be on a dysfunctional

team?• What are the steps towards a great team?• What can I do?

• Offensive

History

• Offensive• Shows ignorance

History

“The majority of children affected with hydrocephalus die during infancy or quite young, and those who live are defective in intelligence, and terminate their lives in a lunatic asylum.”

A Manual of Nursing, Lawrence Humphry MD, 1901

• Offensive• Shows ignorance• Shows how far we have come

History

“At no time is a nurse expected to offer an opinion unasked about the facts which she has observed.”

A Manual of Nursing, Lawrence Humphry MD, 1901

• Men– Doctors

• Administrators– Men

• Head nurse on floor

Healthcare Teams

Dr Richard Cabot, MD

“The shortsightedness of our hospitals in this respect is really marvelous. They will take in the wards a baby whose digestion is upset, give it free treatment, which costs the hospital twenty dollars, send it out again without any inquiry into the way the mother feeds it or the air it breathes or the clothes it wears. A month later the baby is back again, as sick as before, and from just the same causes. The hospital takes it again, spends another twenty dollars in getting it well, and so on. I followed up a case like this recently, and found that the mother was grossly ignorant of the first principles of feeding and caring for a baby, though perfectlly capable of being taught. Even in terms of dollars and cents, the hospital is losing by its blindness to backgrounds. The same ailments in the same patients are treated again and again, with a wisdom equal to that of the sage who dippped up water with a sieve.”

Social Service and The Art of Healing, Richard Cabot MD, 1909

“In my opinion, medical and social workers must act together as a team, if they are to serve the public efficiently. But this they cannot do till they recognize and the public recognizes their affinity.”

Social Service and The Art of Healing, Richard Cabot MD, 1909

“Why do we want to get better?”

• Members feel devalued• Members stop trying• Members become negative• Members negatively influence others• Members are less safe• Members experience fatigue• Members miss work more often

On a dysfunctional team…

We all WANT to be on a winning team!

• Connected Teams• Parallel Teams• Disconnected Teams

Team Assessment

Disconnected Parallel Connected

1 2 3 4 5 6 7 8 9 10

Where would you rate your team most of the time?

“Team

Review!”

Personal Accountability• Take care of yourself• Be accountable – do what

you agreed to do• Be aware of your actions

and feelings• Be fully present• Admit your mistakes• Show empathy• Use your knowledge and

skills• Be flexible and open

minded• Take pride in your work• Challenge yourself to

improve• Be a continuous learner

High Performing Teams

Relationships• Treat team members as valued

partners• Be respectful, direct, truthful• Ask for what you need• Be open to give and receive

feedback• Trust and assume good

intentions• Talk with, not about, team

members• Show support to others• Offer help• Use communication tools and

strategies with team members• Share your knowledge• Learn from each other• Welcome and include new

team members• Hold each other accountable• Agree to and keep

commitments

Teamwork• Commit to team goals and

vision• Define clear roles and

responsibilities• Share a common understanding

of the situation or process• Identify what success will look

like• Use data to make decisions• Use resources wisely• Build trust and confidence• Work together to get the job

done• Anticipate the needs of team

members• Actively share information• Give constructive, timely

feedback• Manage conflict skillfully• Recognize and celebrate

success

I accept full responsibility and accountability for my practice Yes No Sometimes

I am reliable – I follow through and do what I say I’ll do Yes No Sometimes

I have a positive mindset, and I take initiative to get things done

Yes No Sometimes

I refrain from nonproductive complaining; if I have a legitimate complaint, I actively seek solutions

Yes No Sometimes

I speak directly and respectfully with anyone with whom I have a problem or conflict

Yes No Sometimes

I do not allow conflicts to interfere with work Yes No Sometimes

I listen and want to understand other peoples’ perspectives Yes No Sometimes

I ask for help and I offer help Yes No Sometimes

I actively participate in team huddles and support my colleagues

Yes No Sometimes

I speak to others with a positive tone and affect, consistently conveying respect and positive regard to all

Yes No Sometimes

I take responsibility for my own learning and development, and I also encourage and support my colleagues’ growth

Yes No Sometimes

Self Assessment

See Me As A Person, Mary Koloroutis and Michael Trout, 2012

“Teams are healed one relationship at a time.”

See Me As a Person, Mary Koloroutis & Michael Trout, 2012

Self accountability drives me to specific

improvements

Thank you!

bronsonhealth.com