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Management 101 Tools and tips for managing employees Michael Landis, PHR Director, Human Resources Children’s Healthcare of Atlanta
Management 101
Tools and tips for managing employees
Michael Landis, PHR
Director, Human Resources
Children’s Healthcare of Atlanta
Children’s Healthcare of Atlanta
About Us
• Not for profit
• 575 licensed beds
• 3 hospitals
• Almost 9,000 employees
• 6,500 volunteers
• Almost 900,000 patient visits a year
• 361,927 patients from every county in Georgia
• 10 years in a row appearing on the Fortune 100 Best Places to Work
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Children’s Healthcare of Atlanta
Why are people frustrated?
Children’s Healthcare of Atlanta
Why are managers frustrated?
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Children’s Healthcare of Atlanta
Outline
• Be A Leader
• Be Clear and Compelling
• Grow Relationships
• Build a Strong Team (Recognition)
• Get Results (Addressing Concerns)
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Children’s Healthcare of Atlanta
Be A Leader
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Children’s Healthcare of Atlanta
Be a Leader
• Respect is earned; not given
– Set an example
– Be Visible• Round on your staff to ask how they are doing and if they have
what they need to do their jobs
• Be on the unit
• Be available
– Follow Policies• Time and Attendance
• Dress Code
– Admit when you’re wrong
– Say “I don’t know” when you don’t
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Children’s Healthcare of Atlanta
Be a Leader
• Engage your employees by showing genuine interest in them, their ideas, their contributions
– Listen!
• Be Professionally Blunt
– Be clear and firm in your communications
– You’re going to have to deliver bad news• Prepare for it
• Check the Policy
• Call your HR partner
• Get a witness if needed
• It is never easy, but call HR for help if you need assistance
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Children’s Healthcare of Atlanta
Be a Leader
• Coach appropriately
– Create an environment of learning; not fear
– Want to give people the opportunity to grow, but need to correct behaviors/performance from time to time
• Manage Relationships
– Relationships outside of work time don’t need to end, but need to stay out of Children’s business, decisions, etc.
– Colleague relationships turned into Supervisory can be tricky, but need to establish new boundaries
– Social Media…be careful
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Children’s Healthcare of Atlanta
Be a Leader
• Be a Team Player
– If a “working” supervisor, take your appropriate share of the load
– If it’s busy, help your employees• If you can’t help communicate why
• Negotiate resources
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Children’s Healthcare of Atlanta
Be Clear and Compelling
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Children’s Healthcare of Atlanta
Communication
• General Communication to Staff
– Cascading news, changes, updates
– Ensure a process is in place to reach all staff in a reasonable time frame
• Communicating the Why
– Explain reasoning behind changes, not just the change
• Be Transparent
– When possible, give appropriate information to help give context and explain reasoning
– It’s ok to say “I can’t tell you the details”
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Children’s Healthcare of Atlanta
Communication
• Say Hello/Be Friendly
– While respecting professional boundaries
– Acknowledge and get to know your employees
• Listen to your employees
• Say Thank You
• Get your employee’s side of the story
• Check on your employees who are sick/on FMLA
– Welcome them back
• If you say you will do something, ensure you follow up
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Children’s Healthcare of Atlanta
Setting Expectations
• Make policies and procedures clear and known
– Review policies and procedures with new hires, at staff meetings, when changes are made
• Day to Day Expectations should be well communicated
– Schedule
– Daily duties
– Where/When
• Be clear on consequences
– Discuss consequences on the front end
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Children’s Healthcare of Atlanta
Accountability
• Let people know when they’re on the right or wrong path
• If you see someone not meeting expectations, address them in the spirit of helping them with development
• Address timely, don’t wait until it’s too late
– Attendance memos
– Coaching before Corrective Action
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Children’s Healthcare of Atlanta
Build a Strong Team
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Children’s Healthcare of Atlanta
Build a Strong Team
Recognition
• Just as, if not more important, than coaching
• Should be timely
• Reward employees with what is of interest to them
– Some enjoy being recognized in public, some don’t
– Starbucks gift cards aren’t valuable to someone who doesn’t drink coffee
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Children’s Healthcare of Atlanta
Build a Strong Team
• Say Thank You often
– 10 Pennies- Start the day with 1- pennies in your pocket. Each time you thank someone for doing a good job or recognize a team member for their contribution, transfer a penny to your other pocket. The goal is to move all the pennies!
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Children’s Healthcare of Atlanta
Treating Employees with Respect
• Be consistent
– Every decision sets a precedent; so ensure you are following set department guidelines/system practices
• Be transparent with your decision making
• Avoid playing favorites
– Take the name out of the situation when coaching
– Treat your best employee the same way that you would treat your most difficult
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Children’s Healthcare of Atlanta
Get Results
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Children’s Healthcare of Atlanta
Coaching for Performance
• Continually review expectations
– Can take up to 7 times to be “heard”
• Coach in real time
– Address issues as quickly as possible; after full investigation
• Research issues before moving forward
– Talk to Employee
– Talk to Witnesses
– Review facts
– Review system and departmental policies and guidelines; when applicable
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Children’s Healthcare of Atlanta
Coaching for Performance
• Coach vs. Corrective Action
– Coach when feel concern needs to be addressed for first time/first time in a long time
– Corrective action when feel the policy/behavior issue is well known and accepted practice isn’t followed
• The more you review expectations; the easier it is for the employee to understand
– Don’t wait until performance reviews to address concerns
– When you see an issue address appropriately; even if not your employee• Seeing employees on cell phone/internet
• Working on your unit not in dress code
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Children’s Healthcare of Atlanta
Accountability Traps
When an employee is performing poorly
be cautious of:
• Holding Work Back
• Assigning work to colleagues
• Doing work yourself
• “I don’t want to address the issues because then they can’t transfer”
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Children’s Healthcare of Atlanta
Conducting Performance Conversations
• Conduct in private
• Identify the problem and address it specifically
• Be direct but professional
• Don’t coach emotionally (from leader or employee)
– Emotions from work
– Emotions from personal life
• Clearly explain consequences
• Follow up coaching with email
• Complete appropriate follow-up steps listed in the document
• Respect confidentiality27
Children’s Healthcare of Atlanta
Keep it Factual & Remove the Emotion
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You’re always late. / You’re never on time.
You accumulated eight occurrences in the last quarter.
You create a hostile work environment.
Repetitive questioning of orders is perceived as argumentative &
inappropriate.
You neglect your patients.
Protocol requires vitals be taken hourly. An audit of your charts
shows that vitals are done every 3 hours.
Take pride in your work. / Do the kind of work you can be
proud of.
Your performance is below expectations in the following
areas…
Children’s Healthcare of Atlanta
Performance Reviews
• Be direct, but professional
• Be fact based
• Own the review you are giving
• Avoid addressing things for the first time in a review
• Review notes from throughout the year to ensure you capture the totality of performance year
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Children’s Healthcare of Atlanta
Performance Reviews
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• Ensure you have an individual face to face conversation with all employees on your team
• If you give an NI in any competency or job duty, you should create a performance improvement plan to address
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Children’s Healthcare of Atlanta
Questions?
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Children’s Healthcare of Atlanta
Contact Information
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Michael Landis, PHR
Director, Human Resources
404-785-6975
