Welcome
Passion for Excellence
Module II of III
Our Passion for Excellence
Module I
• Setting the foundation
– Mission
– Vision
– Core Values
• Hearing from our patients and families
• Creating the best possible experiences for our
patients and families, faculty and coworkers
Module III
• Managing conflict
• Service recovery
Module II Objectives
•
Define what is meant by service excellence
•
Assess your active listening skills
•
Identify the importance of teamwork and collaboration
•
Describe the elements of positive organizational theory
as applied to our workplace
•
Understand the special traits and talents you bring to
your work
AGENDA
• Introduction
• Creating A Culture of Excellence
– Defining Service Excellence
– Building on the Service Principles
• Positive Organizational Scholarship
Our Passion for Excellence
Shows…
• In our commitment and dedication to our work
• In the compassion we show to our patients and
others
• In working to be the “Leaders and Best”
• In the service we provide
Our Passion for Excellence
Why focus on service excellence?
•
It’s the right thing to do
•
It’s even more important with our high
volumes
•
It feels good to provide great service as
well as great care
•
Because patients have a choice
•
It can make our jobs easier and be a
more pleasant work experience
From the perspective of…
• Patients and families
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–
–
–
–
Need for information
Knowing what to expect
Understanding options
Being included in decisions that affect them
Exceeding their expectations
“Need to make the service diagnosis and offer
the right treatment”
From the perspective of…
• Coworkers
• Faculty
• Students
• Who else are your
customers?
Creating the Ideal Experience
Activity: Defining Service Excellence from the “Customer’s”
Perspective
In your table groups:
•
Introduce yourself using NOD
•
Describe the needs/expectations of the customer
group assigned to your team
•
Identify someone to record the needs your
team has identified and a spokesperson for your
group
Report out
Time: 15 minutes
•
OUR Core Values
We, the staff and faculty of the Cardiovascular
Center team are committed to advancing
medicine and serving humanity through
living and teaching our core values of:
- Respect and Compassion
We honor and care for one another as individuals.
- Collaboration
We honor the synergy of team, built on trust.
- Innovation
We honor individual and collective creativity.
- Commitment to Excellence
We honor the intrinsic desire to be
“Leaders and Best.”
Respect and Compassion
We honor and care for one another as
individuals • Greetings
• Checking for identifiers
• Maintaining privacy
• Communicating time frames
• Empowered to use service recovery when
things don’t go as planned
Respect and Compassion
Greetings – Tips for Building Rapport
•
Greet People
– Make eye contact and smile (be respectful of cultural
differences)
– Use the appropriate title, Mr., Mrs., Ms.
– Introduce yourself using NOD
– 10 foot/4 foot “rule”
•
Value People
– Demonstrate respect
– Pay attention to body language
– Avoid making assumptions
– Manage your thoughts
– Be present
Respect and Compassion
•
Ask How to Help
– Use open ended questions
– Ask: “How may I help you?”
•
Listen
– Listen to the “whole” communication
– Listen with empathy
Take care of their need – efficiently and
effectively
•
Closing
– Ask: “Is there anything else I can help you with”
Respect and Compassion
Obstacles?
What gets in the way for
customers?
Respect and Compassion
What gets in the way for you?
• Overwork and stress
• “B” team players
• Hot buttons
Video Vignette
Respect and Compassion
Activity: Video Vignette
• What behaviors did you observe when
Susie greeted the patient?
• What was different in the second
scenario?
• What else could she have done?
Respect and Compassion
Purpose: To develop an awareness of our
emotional triggers/hot buttons
Activity: Complete the assessment on
page 11 of your manual
Length: 5 minutes
Respect and Compassion
Communicating Time Frames
• Anticipate the customer’s
needs
• Communicate time-frames
and other options if we
suspect the wait time is too
long
• Address comfort needs
Respect and Compassion
• Diverse patient and employee population
• Stereotyping in the media and elsewhere
makes it easy to make assumptions about
people
• These assumptions may get in the way of the
platinum rule – treat others as they would
want to be treated
What can you say about this
person?
1
3
2
4
Collaboration
• We make decisions with all those
•
•
•
•
affected present
Communication is respectful whether
oral, email or other written forms
We resolve conflicts and share differing
opinions
We say thank you
We provide feedforward
Collaboration
• We actively listen
• We honor the multidisciplinary approach
to care
• We need and rely on the team
• We recognize that open communication
is critical for care and safety
Collaboration
Facts about Listening
When we listen with our:
 Ears
 Eyes
 Heart
We listen for:
 Content
 Body language
 Emotions
Listening is:
40% Skill
60% Discipline/Focus
Speaking rate
Listening rate
125 wpm
500 - 750 wpm
Collaboration
Activity: Roleplay Demonstration
• What did you observe?
• How would you describe the
communication and
collaboration between the
doctor and patient?
• How could this situation have
been improved?
Collaboration
Active Listening Skills
•
•
•
•
•
•
•
•
Allow people to finish sentences without
interrupting
Ask clarifying questions
Maintain strong eye contact when listening
Remember and use people’s names
Pay attention to body language
Focus on what people are saying instead of
thinking of what I am going to say
Listen non-defensively when people are upset
Notice assumptions you may be making
Collaboration
Paraphrasing Exercise
In pairs:
• Choose a speaker and a listener
• Choose a controversial subject and express
your views and opinions about it (2 minutes)
• Your partner will paraphrase what you said
with his/her own words (1 minute)
• Check to see if the speaker was understood
• Switch roles
Collaboration
Business Communication Tips
•
•
•
•
•
•
•
•
•
Think before you write
Use spell check and read it
over
Do not debate issues via email
Do not use email to criticize
someone
Only copy others are your
response if it is absolutely
necessary
Be conscious of tone – never
email when angry
Humor can be tricky
Using all caps is like screaming
Beware of abbreviations such
as BTW
Collaboration
• Multidisciplinary
collaboration is one
of the foundational
ideas in the CVC
• Collaboration is
important for:
– Patient safety
– Efficiency
– Better outcomes
Collaboration
Exercise:
• Turn to page 16 in
your manual.
• Each block
represents a well
known phrase.
• Try to solve as many
as possible in the
next 3 minutes.
Innovation
• Constantly seek ways to improve
• Empowered to solve problems
• Open minded to new approaches and feedback
• Use an understanding of best practices to
improve delivery of care
• Strive to create the “ideal patient experience”
with every interaction
• Learn from mistakes to improve future
outcomes
Innovation
• Systems and processes need to
support service excellence
• If there is a gap between system
performance and service needs, it is
everyone’s responsibility to fix it
• How?
– Michigan Quality System (MQS)
– Plan Do Check Act (PDCA)
Commitment to Excellence
Take pride in our appearance
Wear CVC nametags
Gather ongoing and regular feedback
Strive for first time quality
Follow through on problems to
resolution
• Patients and families come first
• Recognize each other for demonstrating
the principles
•
•
•
•
•
Commitment to Excellence
Positive Organizational
Scholarship (POS)
• University of Michigan
Ross School of
Business
• New way of thinking –
focus on creating a
positive culture
• Focus on what we do
well
• Celebrate success
Commitment to Excellence
From…
Our job is to overcome major problems
To…..
Our job is to embrace and enable our
highest potential
Commitment to Excellence
Problem Solving
Abundance
Problem Identification
Appreciating and Valuing
Cause Analysis
Explaining Success
Identify Problems
Creating Sustainability
Action Planning
Designing a Destiny
Commitment to Excellence
• In every organization, something works well.
There is always something positive to
celebrate.
• The questions we ask and the language we
use help determine our vision of the future.
• Focusing on abundance gaps, compared to
deficit gaps, leads to the “heliotropic effect”.
Commitment to Excellence
The Heliotropic Effect
Commitment to Excellence
•
Those who positively
energize others are
higher performers.
•
Positive energizers tend
to enhance the work of
others.
•
People who interact with
or are connected to
energizers also perform
better.
Positive
Energizers
Higher
Performance
Enhance
Work of
Others
Commitment to Excellence
Although you may not know the people in your small group very
well, you can already see positive qualities or special traits in
each person.
Activity: Best Self

Ask one person in your group to write each person’s




name on a separate, blank piece of paper (one name
per page)
Everyone needs sticky notes
Identify positive traits you see in each person (You can
use the list of adjectives in your manual)
Write the positive traits you have observed on sticky
notes and then place it on that person’s page
Give each person their sheet – this is their reflected
best self
p.19
Commitment to Excellence
•
Energy: What happens to the energy in the room when
people provide this kind of feedback to one another?
•
Emotions: What was your own emotional reaction to
receiving this feedback from others?
•
Connections: What is the impact on interpersonal
relationships?
Commitment to Excellence
The Power of Storytelling
Commitment to Excellence
•
Recognition for each other
– U-Factor
– You’re Super
– Thank you notes
– Verbal thanks
– Other
•
Recognition by patients
– Donations funded many of the amenities in the building
and the gardens outside
– Patients and families often want to give something to
create a legacy for the future
– If a patient asks, “What can I do for the CVC?”, refer
them to CVC development
Commitment to Excellence
•
“Keep your thoughts positive, because your
thoughts become your words. Keep your
words positive, because your words become
your behavior. Keep your behavior positive,
because your behavior becomes your habits.
Keep your habits positive because your habits
become your values. Keep your values
positive, because your values become your
destiny.”
Mahatma Gandhi
Thank you!