Department of Health Services Management & Leadership
HSML 6216 Fall 2014
Human Resources Management and
Organizational Behavior
2 credits
Mondays, 4:10 pm - 6:00 pm, Room 200A
Instructor
Leonard H. Friedman, PhD, MPH, FACHE
Professor of Health Services Management and Leadership
950 New Hampshire Ave., NW, Suite 600
Phone: (202) 994-5561
Email: friedmal@gwu.edu
Office Hours: Monday and Thursday 2:00 – 4:00 or by appointment
Course Description
Theory and application of human behavior, human resource management and labor relation policies,
concepts and practices as they affect health services organizations. Primary focus is on managing
people at work and developing management skills.
Course Prerequisite(s):
HSML 6202 and 6203 or consent of instructor
Course Learning Objectives
1. Develop or improve skills in team performance, problem-solving and decision making
2. Practice methods to enhance personal and small group communication
3. Distinguish barriers to organizational change and identify methods to overcome resistance to change
4. Use concepts and theories of organization behavior to understand variations in diverse cultures,
communities and organizations
5. Examine the role of leadership in healthcare organizations
6. Understand the concept of behavioral interviewing and be able to conduct interviews in this
manner
7. Recognize and describe the steps in the recruitment and interview process
8. Develop a mechanism to improve employee performance
9. Become familiar with the legal and regulatory environment of human resource management
Course Competencies
Leadership – leading and managing others
Leadership – planning and implementing change
Leadership – ability for honest self-assessment
Communication and Relationship Management – interpersonal communication
Communication and Relationship Management – writing skills
Communication and Relationship Management – working in teams
Business Knowledge and Skills – organizational dynamics and governance
Business Knowledge and Skills – human resources management
Business Knowledge and Skills – legal principles
Professionalism – continuing education and life-long learning
Professionalism – time management
Required Texts
(Reading for a particular class should be completed before coming to class!)
Title
First, Break All the Rules
Hardwiring Excellence
Now, Discover Your Strengths
Author
Buckingham and Coffman
Studer
Buckingham and Clifton
Edition/Year
Author
Schein
Kiersey
Edition
2004
1998
2001
Recommended/Supplemental Texts
Title
Organizational Culture & Leadership
Please Understand Me II
Methods of Instruction
Lectures
Case Studies
Required Readings/Textbook
Recommended/Supplemental Readings
Methods of Evaluation
Homework Assignments
Individual Project/Paper/Presentation
Class Participation (please see below for explanation)
Panel Presentations
Small Group Project
Quizzes
Cooperative Learning Experiences
Case Studies
Journals/Learning Logs
Mid-term
Final
Class and Small Group Discussions
Student Presentations
Other – Key Informant Interviews
Other [Specify]
Percent of Grade
5
40
5
20
10
20
Class Policy: Expectations for individual contributions and acceptable levels of collaboration for
assignments on which students may work Individual papers: Must be done independently. Small
Group Project: Will be done cooperatively with the members of your team and a single grade will be given
to all the members of the group. Case studies: Will be done independently and discussed in class.
Student journals will be done independently. Exams: Must be done independently.
Grading Scale and Standards [describe to extent possible]
1. Complete MBTI – 5 points
2. HR and OB papers (40 points each) - 80 points
3. Key informant interview – 40 points
4. Journal – 25 points
5. Final examination – 40 points
6. Class participation – 10 points
A = 200 – 186
A- = 185.5 – 183
B+ = 182.5 – 181
B = 180.5 – 166
B- = 165.5 – 163
C+ = 162.5 – 161
C = 160.5 – 146
C- = 145.5 - 143
F = 142.5 - 0
Class Policy: Late Work
Any work turned in after the due date will be assessed a 10% point deduction for every day it is late
Class Policy: Make-up Exams
There is only one examination in this class, which is given online. No make-up exams are allowed.
Class Policy: Attendance/Participation
My expectation is that unless you have notified me in advance, you will be here for every class. The ten
points for participation will be awarded as a function of my assessment of the quantity and quality of your
in-class comments and discussion about the topic for the day. If you are not going to be in class, you will
notify me either by e-mail or telephone prior to the start of class.
Blackboard
Blackboard will be used for posting course files and assignments and for communicating with the class.
You are already “signed up” for this course on Blackboard, since it is linked to the course registration
system. It is your responsibility to periodically check the course site (log in at http://blackboard.gwu.edu/
Using your gwu.edu address) for updates to the syllabus/readings. It is important to note that materials
posted on Blackboard are likely to provide substantive support in attaining course core competencies.
Thus, it is strongly recommended that students check Blackboard on a regular basis.
Academic Integrity
Please review the University’s policy on academic integrity, located at http://studentconduct.gwu.edu/l All
graded work must be completed in accordance with The George Washington University Code of
Academic Integrity.
Academic dishonesty is defined as cheating of any kind, including misrepresenting one's own work, taking
credit for the work of others without crediting them and without appropriate authorization, and the
fabrication of information. Common examples of academically dishonest behavior include, but are not
limited to, the following: Cheating; Fabrication; Plagiarism; Falsification and forgery of University
academic documents; Facilitating academic dishonesty.
Students with Disabilities
If you feel you may need an accommodation based on the impact of a disability, please contact me
privately to discuss specific needs. Please contact the Disability Support Services Office at
202.994.8250, Suite 242 Marvin Center, http://gwired.gwu.edu/dss , to establish eligibility and to
coordinate reasonable accommodations.
Adverse Weather/Class Cancellation
In the advent of inclement weather or any other emergency, The Milken Institute School of Public Health
will follow the decision of the University, and I will follow the MISPH decision. Call the University hotline
at 202.994.5050 or check the GWU status button at http://www.gwu.edu/ . In the event of class
cancellation, I will email you about rescheduling, assignments due, etc.
Session Outline
Session Outline
Session 1
August 25
Topic – Introduction; context for HR/OB; organizational excellence
Required readings – Studer Chapters 2-3
Assignments – Reflections on the Sharp Experience
Competency – organizational dynamics and governance
Session 2
September 8
Topic – Team management and performance
Required readings
Friedman, Leonard & Bernell, Stephanie (2006) “The Importance of Team Level Tacit Knowledge and
Related Characteristics of High Performing Health Care Teams” Health Care Management Review
Katzenbach & Smith (2005) “The Discipline of Teams” Harvard Business Review
Buckingham, Marcus (2005) “What Great Managers Do” Harvard Business Review
Assignments – Your experiences with teams
Competency – leading and managing others
Session 3
September 15
Topic – HR functions and legal/regulatory issues
Required readings – Ulrich, David (2000) “How the Human Resource Function Can Create Value and
Drive Success” Harvard Business Review
Assignments – Your assessment of the in-class team exercise
Competency – human resources management
Session 4
September 22
Topic – Leadership
Required readings – Collins, Jim (2005) “Level V Leadership: The Triumph of Humility and Fierce resolve”
Harvard Business Review
Hill, Linda (2007) “Becoming the Boss” Harvard Business Review
Goleman, Daniel (2000) “Leadership That Gets Results” Harvard Business Review
Assignments – Can leadership be taught or are there born leaders?
MBTI needs to be completed by today
Competency – ability for honest self-assessment
Session 5
September 29
Topic – Recruitment, Interviewing and Hiring
Required readings – FBAR Chapters 1-3 and pages 215-221; Studer Chapter 8
Now, Discover Your Strengths (complete online assessment)
Assignments – How can you determine the talents of a candidate
Paper #1 due
Competency – human resources management
Session 6
October 6
Topic – Employee development and evaluation
Required readings – FBAR Chapters 4-6; Studer Chapter 7 and 11
Assignments – Your assessment of managing by remote control
Competency – human resources management
Session 7
October 13
Topic – High, Middle and Low Performers
Required readings – Studer Chapter 6
Assignments – H/M/L performers DVD worksheet
Competency – interpersonal communication and leading and managing others
Session 8
October 20
Topic – Discipline and termination
Required readings – Piper, Llewellyn (2003) “Addressing the Phenomenon of Disruptive Physician
Behavior” The Health Care Manager
Assignments – How might you deal with disruptive employees?
Competency – leading and managing others and legal principles
Session 9
October 27
Topic - Motivation
Required readings – RLD Chapter 16, FBAR pages 222-229
Herzberg, Fredrick (1985) “One More Time: How Do You Motivate Employees?” Harvard Business
Review
Nohria, Nitin (2008) “Employee Motivation: A Powerful New Model” Harvard Business Review
Assignments – Reflections on the Herzberg article
Competency – leading and managing others
Session 10
November 3
Topic - Communication
Required readings - RLD Chapter 17, Studer Chapter 10
Agryris, Chris (1994) “Good Communication that Blocks Learning” Harvard Business Review
Tannen, Deborah (1995) “The Power of Talk: Who Gets Heard and Why” Harvard Business Review
Assignments – Your experience with the listening exercise
Key informant interviews due
Competency – leading and managing others and interpersonal communications
Session 11
November 10
Topic – Compensation and benefits – speaker TBA
Required readings – Pfeffer, Jeff (1998) “Six Dangerous Myths About Pay” Harvard Business Review
Assignments – What do you think you are worth and how do you know?
ACHE essay due
Competency – human resource management and legal principles
Session 12
November 17
Topic – Labor Relations
Required readings – Malvey, Donna (2010) “Unionization in healthcare: background and trends” Journal
of Healthcare Management 55(3):154-7, 2010 May-Jun
Assignments – Is organized labor a benefit or a hindrance in health care organizations?
Paper #2 due
Competency – human resource management and legal principles
Session 13
November 24
Topic – Managing change
Required readings – Garvin and Roberto (2005) “Change Through Persuassion” Harvard Business
Review
Herzlinger, Regina (2006) “Why Innovation in Health Care is So Hard” Harvard Business Review
Goes, Friedman, Seifert, and Buffa (2000) “A Turbulent Field: Theory, Research and Practice on
Organizational Change in Health Care Advances in Healthcare Management
Assignments – Your experience with change
Competency – planning and implementing change
Session 14
December 1
Topic – Creating and sustaining organizational excellence
Required readings
McDaniel, Reuben, et al (2003) “Surprise, Surprise, Surprise! A Complexity Science View of the
Unexpected” Health Care Management Review
Bohmer, Richard (2010) “Fixing Healthcare on the Front Lines” Harvard Business Review
Senge, Peter (1990) “The Leader’s New Work: Building Learning Organizations” Sloan Management
Review
Friedman, Leonard; King, Jonathan; and Bella, David (2007) “Seeing Systems in Health Care
Organizations” Physician Executive
Studer chapters 4,5, & 9
Assignments – Are learning organizations possible?
Competency – planning and implementing change and organizational dynamics
JOURNAL NOTATIONS
One of the important attributes of learning that I discovered was the value of creating a journal. Not only
do you get to have some time to think about content that is of interest and importance to this class but
you also get to experience writing on a routine basis. In this case, I will set up a journal entry page in
Blackboard for each of you. My expectation is that you will spend 10-15 minutes or so reflecting on the
class activity completed each Monday evening. I will not provide a grade per se, but rather a notation of
whether or not the assignment was completed. I would like your written reflection within 24 hours after the
conclusion of class.
MYERS-BRIGGS TYPE INDICATOR (MBTI)
One of the critical attributes of leadership is self-awareness. Rather than stare into a mirror or depend or
friends, family or work/school colleagues to give you the feedback that you need, there is a much better
method to increase self-awareness. The Myers-Briggs Type Indicator (MBTI) is a psychometric
instrument designed to measure psychological preferences in how people perceive the world and make
decisions. Specific instructions for completing the MBTI will be given in class. You must have taken the
test prior to class on 22 September.
PAPER ASSIGNMENTS
In this case, I would like for you to craft two short papers – one on the general theme of human resource
management and the other on the general theme of organization behavior. Each of the papers should be
no more than five pages in length and should address a topical and timely issue in each of these areas.
You should review the tables of contents of some of the practitioner oriented journals for specific ideas. I
strongly recommend that you send me an e-mail or come by the office to share with me the proposed
topic for each of your papers. In each case, the paper is to be crafted in APA format and must include a
minimum of five references from peer-reviewed journals. Papers need to be double spaced, paginated
and include subheadings as appropriate. You will note that the papers are due 29 September and 17
November. All papers need to be submitted into Blackboard as a Word file. You will see the folder
behind the Assignments button.
As an alternative, you can write one paper that if chosen, will represent the George Washington
University Master of Health Services Administration program in the Richard J. Stull Student Essay
competition for the American College of Healthcare Executives. Information about the essay can be
found at http://www.ache.org/Faculty_Students/student_essay.cfm. All essays must conform precisely to
the format prescribed in the essay instructions. You will want to look at the July/August issues of the
Journal of Healthcare Management for examples of winning essays. The ACHE essay will be due by 10
November.
Regardless of which paper assignment you choose, you will need to let me know by 15 September
whether you will be doing the two short papers or the ACHE essay.
KEY INFORMANT INTERVIEWS
Most of you have done summer internships and have met some of the key health care leaders in the
Washington, DC area. As you have found out, issues around organization behavior are critical in our
discipline. For this assignment, I will break you up into groups of approximately five persons. I ask that
each of your groups identify one organization and in that organization, five key leaders. Make sure that
you get a combination of administrative, governance and clinical leadership. Each group will be assigned
one of these topics:
Change management
Innovation
Leadership
Motivation
Staff recruitment and retention
Your group will develop a list of questions on the particular topic and will schedule a one hour interview
with each person. You will need to record or otherwise transcribe the interviews which will be merged
into a single report. The reports have no particular length requirement but most are in the 10-20 page
range. You need to provide a synthesis of where your interviewees agree and where they differ. The final
report of the group will be due in the Assignments folder in Blackboard on 03 November.
OTHER ITEMS OF NOTE
1. As a matter of courtesy for everyone, please make sure your cellular telephones and other cellular
devices are turned off during the time class is meeting
2. All course materials including the syllabus and PowerPoint slides will be made available on
Blackboard
3. We will begin each class precisely at 4:10. Do whatever you have to in order to be here on time.
4. One of the more interesting health care blogs is titled The Health Care Blog and can be found at
http://thehealthcareblog.com/. I would highly recommend reading it on a routine basis.
5. I communicate most frequently by e-mail. Anything class related will have HSML 6216 in the subject
heading and should be read in a timely manner.
Classroom Emergency Preparedness and Response Information
To Report an Emergency or Suspicious Activity
Call the University Police Department at 202-994-6111 (Foggy Bottom) or 202-242-6111 (Mount Vernon).
If the line is unavailable or you are calling from another University location, dial 911.
Shelter in Place – General Guidance
Although it is unlikely that we will ever need to shelter in place, it is helpful to know what to do just in
case. No matter where you are on campus, the basic steps of shelter in place will generally remain the
same:
If you are inside, stay where you are unless the building you are in is affected. If it is affected, you should
evacuate. If you are outdoors, proceed into the closest GW building or follow instructions from
emergency personnel on scene.
Shelter-in-place in an interior room, above ground level, and with the fewest windows. If sheltering in a
room with windows, keep away from the windows. If there is a large group of people inside a particular
building, several rooms maybe necessary.
Shut and lock all windows (locking will form a tighter seal) and close exterior doors.
Turn off air conditioners, heaters, and fans. Close vents to ventilation systems as you are able. (Facilities
staff will turn off ventilation systems as quickly as possible).
Make a list of the people with you and call the list in to UPD so they know where you are sheltering.
Visit GW Campus Advisories for incident updates http://campusadvisories.gwu.edu or call the GW
Information Line 202-994-5050. If possible, turn on a radio or television and listen for further instructions.
If your e-mail address or mobile device is registered with Alert DC, check for alert notifications.
Make yourself comfortable and look after one other. You will get word as soon as it is safe to come out.
Evacuation
An evacuation will be considered if the building we are in is affected or we must move to a location of
greater safety. We will always evacuate if the fire alarm sounds. In the event of an evacuation, please
gather your personal belongings quickly (purse, keys, cell phone, GWorld card, etc.) and proceed to the
nearest exit. Do not use the elevator.
Once we have evacuated the building, proceed to our primary rendezvous location of the GW Hospital
Lobby. In the event that this location is unavailable, we will meet in the lobby of the HSML Department
Building (950 New Hampshire Avenue).
Alert DC
Alert DC provides free notification by e-mail or text message during an emergency. Visit GW Campus
Advisories for a link and instructions on how to sign up for alerts pertaining to GW. If you receive an Alert
DC notification during class, please share the information immediately.
GW Alert
GW Alert provides popup notification to desktop and laptop computers during an emergency. In the event
that we receive an alert to the computer in our classroom, we will follow the instructions given. You are
also encouraged to download this application to your personal computer. Visit GW Campus Advisories
to learn how.
Additional Information
Additional information about emergency preparedness and response at GW as well as the University’s
operating status can be found on GW Campus Advisories http://campusadvisories.gwu.edu or by calling
the GW Information Line at 202-994-5050.