Professional Documents
Culture Documents
To examine the impact of personality conflict and the culture of disrespect, on patient safety, team work and a positive work place
To initiate and promote a cultural change
3
Staff will leave and contribute to the staffing shortage. Staff will stay, tolerate the stress, and contribute to a different problem: patient safety and escalating employee confrontations.
4
OVERVIEW
CIVILITY
Civility is behavior that:
Shows respect toward another Causes another to feel valued
LACK OF CIVILITY
Verbal Abuse Physical Abuse Harassment Negative behaviors
10
Verbal Abuse
Profanity, demeaning comments, intimidating language, yelling, devaluing, discouraging, condescending language or voice intonation, impatience with questions or phone calls Being reprimanded in front of others, supervisors insulting the employees knowledge in front of co-workers, threat, racial or ethnic jokes, criticizing others in public, argumentative behavior, comments that create a defensive conversation.
11
Physical Abuse
Assault and battery Throwing objects Using excessive force when moving or putting something down (i.e. slamming the door or equipment around) Outbursts of rage or violence (hitting the wall).
12
Negative Behavior
Scape-goating, backstabbing, complaining, perpetuating rumors, behavior whose purpose is to control, humiliate, denigrate or injure the dignity of oppressed colleagues
Being expected to do anothers work (clean up after them), behaviors which undermine team cohesion, staff morale, self worth and safety, unethical or dishonest behavior, ineffective, nonproductive forms of conflict resolution, repeated failure to respond to a call, lack of respect, cultural bias.
13
WHERE IT OCCURS
Said directly to the person Said to others
On the phone
Via email or letters Rumor mill
Overheard
14
CODES OF CONDUCT
The VA has policies for dealing with disruptive behaviors These documents cannot stand alone to create a culture of civility
15
16
RESPECT
Connects us at a personal level Honors a safe place to have difficult conversations, least to an environment of trust
Reflects an attitude
Listening Understanding Personal sensitivity Compassion
17
ENGAGEMENT
Result of respectful relationships Atmosphere of TRUST Allows YOU to provide in the best interest of your staff and the Veterans. Requires you stop, listen, assess, and communicate at all times
18
WOULD YOU RATHER SPEND YOUR TIME CATCHING PEOPLE DOING THINGS RIGHT OR CATCHING UP ON A REPORT OF CONTACT?
19
7 Cs
CLEAR expectations
It is the expectation of the Portland VA NFS Department that as part of this team, you support, value and respect all team players
20
7 Cs
CONTEXT
Why are you on this team? What makes you important in accomplishing the teams goals? What is one important thing each of your team players provides to the team?
21
7 Cs
COMMITMENT
What steps are you willing to take to actively support the commitment of others?
Is one of your team players enforcing a policy that you are not? How can you increase your level of commitment to the team goal?
The willingness to rely on others under conditions of risk and the expectation that others behavior is predictable & beneficial.
22
7 Cs
COMPETENCE
Do you feel as though your fellow team players have the resources, skill and knowledge? What areas do you think need a focus and how can YOU help change that level of competence?
23
7 Cs
CONTROL
What ways do you feel you have freedom and empowerment on this team? How are boundaries understood and supported?
24
7 Cs
COLLABORATION
How are you working with the team to accomplish the action, the execution of the shift, the over-arching goals? Process of joint decision making among independent parties involving joint ownership of decisions and collective responsibility for outcomes.
25
7 Cs
CONSEQUENCES
What areas are you accountable for on this team? Do you actively and immediately STOP finger pointing and start resolving situations?
26
7 Cs
CULTURAL CHANGE
The Portland VA NFS department is:
TEAM BASED COLLABORATIVE EMPOWERING We challenge you: To maintain the momentum until a change of culture occurs and is maintained In the words of the Dalai Lama Be the change you wish to see in the world.
27
Parting Thoughts
This didnt happen overnight and it wont be fixed overnight. Every major change takes place with one initial first step
28
Parting Thoughts
Obstacles are what you see when you take your eye off the goal. You are either part of the solution, or part of the problem.
29