62
Humanizing X: Joy in Work 1
HumanizingX:JoyinWork 1
HumanizingX:JoyinWork 2
Humanizing X: Joy & Empathy at Work
HumanizingX:JoyinWork 3
Why “joy in work”? And why now?
Joyisoneofhealthcare’sgreatestassets.
Joyisaconnectiontomeaning,purpose,andresilience.
Joyisafundamentalright.
Our Journey Map
HumanizingX:JoyinWork 4
Our Culture of Transformation
Stress & Burnout
4 Steps to More Joyful
Work
Human Centered Design
Empathy
Goal of the Human Experience
Creating respectful, empathetic interactions that deliver joy and
ease suffering for all people involved in health care, patients,
families, and the care team.
5
Hackensack Meridian Health’s Quadruple Aim
HumanizingX:JoyinWork 6
Joy
HumanExperience
Quality/SafetyValue
Living Our Beliefs 7
HumanizingX:JoyinWork 8
“Joy not burnout should rule the day.”
Donald M. Berwick, MDPresident Emeritus and Senior FellowInstitute for Healthcare Improvement
“Youcannotgivewhatyoudon’thave.” 9
PerformanceCoachingforTeamLeaders:SujiIyer
MedscapeLifestylereport,2017
4 Steps to More Joyful Work
HumanizingX:JoyinWork 11InstituteforHealthcareImprovement
Ask,“Whatmatterstoyou?
Identifythepebblesinyourshoe.
Committoasharedresponsibility.
Useimprovementsciencetoimprovejoy.
Human Centered
Design
4 Steps to More Joyful Work
HumanizingX:JoyinWork 12InstituteforHealthcareImprovement
Ask,“Whatmatterstoyou?”
Identifythepebblesinyourshoe.
Committoasharedresponsibility.
Useimprovementsciencetoimprovejoy.
Human Centered
Design
What matters to you?• I got into health care
because…• What makes me proud to
work here is…• What matters to me in
my work is…• The most meaningful or
best part of my work is…• I know I make a
difference when…• When we are at our best,
here’s what it looks and feels like…
HumanizingX:JoyinWork 13
4 Steps to More Joyful Work
HumanizingX:JoyinWork 14InstituteforHealthcareImprovement
Ask,“Whatmatterstoyou?
Identifythepebblesinyourshoe.
Committoasharedresponsibility.
Useimprovementsciencetoimprovejoy.
Human Centered
Design
X Talk: Build peak moments 15
Building Peaks Video
Building Peaks 16
Elevation• Riseabovetheeveryday
Insight• “A-ha”momentswhenweexperienceaburstofrevelation
Pride• Captureusatourbest
Connection• Socialmomentsthatarestrongerforhavingbeensharedwithothers
17
Development
Recognition
Coaching
Celebrations
Day-to-DayOperations
Onboarding
Recruiting
Whatpebbleswouldbemostpowerfulto
buildintopeakmoments
fortheTMX?
4 Steps to More Joyful Work
HumanizingX:JoyinWork 18InstituteforHealthcareImprovement
Ask,“Whatmatterstoyou?”
Identifythepebblesinyourshoe.
Committoasharedresponsibility.
Useimprovementsciencetoimprovejoy.
Human Centered
Design
19
INSPIRATION IDEATION IMPLEMENTATION
Human Centered Design
HumanizingX:EmpathyatWork 20
Empathyis…
Empathy vs Sympathy 21
Is empathy something we are simply born with, or is it a skill that we can
practice and improve?
HumanizingX:EmpathyatWork 22
An exercise in empathy.
HumanizingX:EmpathyatWork 23
HumanizingX:EmpathyatWork 24
“…create a system where everybody may take joy in their work.”
W. Edwards Deming
HumanizingX:JoyinWork 25
26
INSPIRATION IDEATION IMPLEMENTATION
Human Centered Design
PerformanceCoachingforTeamLeaders:SujiIyer
HumanizingX:EmpathyatWork 28
HumanizingX:EmpathyatWork 29
PerformanceCoachingforTeamLeaders:SujiIyer
HumanizingX:EmpathyatWork 31
Steps
HumanizingX:EmpathyatWork 32
HOSPITAL
HumanizingX:EmpathyatWork 33
HOSPITAL
PEOPLE
THINGS
HumanizingX:EmpathyatWork 34
HOSPITAL
HumanizingX:EmpathyatWork 35
ATTITUDES/EMOTIONS
HumanizingX:EmpathyatWork 36
HumanizingX:EmpathyatWork 37
HOSPITAL
HumanizingX:EmpathyatWork 38
ImpactHOSPITAL
HumanizingX:EmpathyatWork 39
HumanizingX:EmpathyatWork 40
Team Member Experience
41ChooseExperience&CreateaPersona
Development
Recognition
Coaching
Celebrations
Day-to-DayOperations
Onboarding
Recruiting
Empathy Map
HumanizingX:EmpathyatWork 42
43
Steps
44
Steps
People/Things
What people/things does the person interact with?
45
Steps
People /Things
Attitudes /Emotions
HumanCenteredDesign
46
Steps
People/Things
Attitudes/ Emotions
What area would be most impactful to focus on?Why?
47
Steps
People/Things
Attitudes/ Emotions
What area would be most impactful to focus on?Why?
IMPACT
Ideation & Design Canvas48
Elevation• Riseabovetheeveryday
Insight• “A-ha”momentswhenweexperienceaburstofrevelation
Pride• Captureusatourbest
Connection• Socialmomentsthatarestrongerforhavingbeensharedwithothers
49
Prototype & Test
50
INSPIRATION IDEATION IMPLEMENTATION
Human Centered Design
Empathy Skills Lab
HumanizingX:EmpathyatWork 51
Guidelines for Humanizing X
TLC1. Time2. Listen3. Connect
HumanizingX:EmpathyatWork 52
Simulation Skills Lab• Create trios and rotate roles: patient,
team member practicing empathy, observer•Role play
HumanizingX:EmpathyatWork 53
Express Empathy
Icanunderstand…
Let’ssolvethistogether…
Whathasthisbeenlikefor
you?
Icanimaginethismightfeel...Thatsoundsvery
difficult.
I’m hearingthat…Areyouokaywiththatapproach?
Wouldyoutellmealittlemore?
Round 1TLC1. Time- Be present. Greet and welcome, make
eye contact and display appropriate body language.
2. Listen-Actively listen. Focus on the facts and feelings.
3. Connect- Empathize. Ask what matters most.
HumanizingX:EmpathyatWork 55
Round 2TLC1. Time- Be present. Greet and welcome, make
eye contact and display appropriate body language.
2. Listen-Actively listen. Focus on the facts and feelings.
3. Connect- Empathize. Ask what matters most.
HumanizingX:EmpathyatWork 56
Round 3TLC1. Time- Be present. Greet and welcome, make
eye contact and display appropriate body language.
2. Listen-Actively listen. Focus on the facts and feelings.
3. Connect- Empathize. Ask what matters most.
HumanizingX:EmpathyatWork 57
Round 4TLC1. Time- Be present. Greet and welcome, make
eye contact and display appropriate body language.
2. Listen-Actively listen. Focus on the facts and feelings.
3. Connect- Empathize. Ask what matters most.
HumanizingX:EmpathyatWork 58
Simulation Skills Lab DebriefWhat did you learn?
What were your successes?
What were your challenges?
HumanizingX:EmpathyatWork 59
What is one key learning from today?
HumanizingX:EmpathyatWork 60
Our Journey Map
HumanizingX:JoyinWork 61
Our Culture of Transformation
Stress & Burnout
4 Steps to More Joyful
Work
Human Centered Design
Empathy
“We must learn to think in moments, to spot the occasions that are worthy
of investment… Moments are what we remember
and what we cherish.”
HumanizingX:EmpathyatWork 62
Dan Heath
