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The Florence Prescription for a
Culture of OwnershipBanner Gateway Medical Center
M.D. Anderson Cancer Center
October 21, 2016
Joe Tye, CEO and Head CoachValues Coach Inc.
Copyright © 2016, Values Coach Inc.
Our plan for today:Morning
Culture of Ownership The Lion in Your MirrorAfternoon
Creating a Cultural Blueprint
Culture does not change unless and until people change.
People will not change unless given tools and structure, and inspired to use them.
And they will only do this to the extent that it is coherent with their own personal core values.
“I got a whole new team and didn’t have to change the people because they changed themselves.”
Paul Utemark, CEOFillmore County Health SystemGeneva, Nebraska
Who’s weird?
Same job. Different attitude.
Who do you think is happier?
Who would you rather work with?
Who would you rather live with?
Who would you rather be like?
There is an invisible barrier on the potential of your organization
leadership
From the Pulitzer Prize winning book Leadership by James MacGregor Burns
Kalispell Regional Healthcare
When Sally and I were in the market for a second home in Arizona our criteria were:
Spectacular back yard Low to zero maintenance Affordable
And this is our primary residence, the house where we lived for 20 years and raised our two children – photo taken April 2013…
Lesson #1
Things aren’t always what they seem.
Lesson #2
What you really want might be closer than you think.
Lesson #3
You must be willing to jettison old baggage to move forward.
Lesson #4
There is almost always a way to create a win-win.
A word about the assumptions we make.
What do you get when you break the word “assume” into its constituent parts?
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This story has a happy ending!
Question #1
When did the healthcare crisis begin?
Florence Nightingale firsts include:• Medical records• Laundry and housekeeping• Infection control• Nutrition service• Pharmacy • Materials management• Patient library• Medical triage• Nursing uniforms• Chaplain service
Question #2
When will the healthcare crisis end?
Healthcare Crisis
YOU
Companies that study employee engagement* consistently find:
~ 25% fully engaged
~ 60% not engaged
~ 15% aggressively disengaged
* e.g. Gallup, Avatar, Press Ganey, Modern Survey
Spark Plugs
53
Zombies
54
Vampires
55
Disengagement effects…
Disengaged people, especially disengaged managers, are a
defect
“Disengagement [is] one of the chief causes of underachievement and depression.”
Edward M. Hallowell, M.D. in HBR, 12-10
Cynthia Pearsall
Mina Ubbing
CeCe Peters
Building a culture of ownership
I’m satisfied
Checklist complete and
all systems go?
Check!
I’ve got my application in at Southwest
Me too!
10 minute turnaround:
Check!
The journey from mere
Accountability
to a culture of
Ownership
Account
able
AccountabilityDoing what you are supposed to do because someone else expects it of you. It springs from the extrinsic motivation of reward and punishment.
Son, you’ll be proud of your old Dad…
Today they held me accountable.
“In the long run… accountability encourages a culture of evasion, denial, and finger pointing.”
Richard Farson and Ralph Keyes: The Innovation Paradox
No one ever won a DAISY Award by being held accountable!
OwnershipDoing what needs to be done because you expect it of yourself. Ownership springs from the intrinsic motivation of personal pride.
22,844,690 views 86,976– avg 5 stars
What 362 of you told me about your perceptions of the Banner Gateway/ M.D. Anderson culture
988 Banner
Gateway responses
Joe tye
93
Banner employee survey comment
“This campus and current leadership is the best I have ever worked with and they are committed to raising the level of performance, support and being the best.”
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Banner employee survey comment
“Management is directly concerned only to find out what is wrong with an employee over and over again. More positive praise is needed, it helps motivate and brings a team’s morale up. I believe this is not given.”
95%
82%
73%
72%
69%
67%
66%
64%
58%
57%
50%
33%
45%
~16%
$113,000,000 annual SWBX16%=>>>>>>>>>>>>>>>>>>>>>>>>>
$18,080,000
Let’s do some more math…
Out of 3,982 possibilities (362 people x 11 questions) there were only 710 (18%) “strongly agree” responses.
Several additional questions…
Were you surprised by any of these results?
Who is responsible for changing these results?
We can do better than this.
We can BE better than this.
Invisible Architectur
e“Invisible Architecture” is a trademark of Values Coach Inc.
Invisible Architecture™ is more important than bricks & mortar
The Blueprint Behind the Blueprint™
Invisible architecture is to the soul of your organization what physical architecture is to its body.
“Terrible experience but beautiful facility.”
– Online review
3 stages
The
Foun
dati
on
Core values define who you are, what you stand for, and what you won’t stand for
Integrated DNA Technologies Inc. values (excerpt)
Be yourself,
Unless you’re a jerk
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From the Cypress Semiconductor values (excerpt):
CYPRESS IS ABOUT WINNINGWe do not tolerate losing.We thrive on competing against the world's best.
WE MAKE OUR NUMBERSWe make 20% profit.We each set goals and achieve them.We ship 100% on time and get zero returns.
Organizational values define strategies while personal values define culture.
The
Supe
rstr
uctu
re
Culture is to the organization what personality and character are to the individual.
Where will I take you for lunch?
or…
This is not a trick question…
It’s the reality of competing today.
Same business
Different cultures
People pay to shop at Costco…Ecstatic employees
People shop at Wal-Mart because they don’t have to dress up like they do for the Dollar Store.
Same business
Different cultures
Nap
Rap
Describe your culture in just 6 words.
I borrowed this concept from…
One of my very favorites
“Cursed with Cancer,Blessed with Friends”
9 year old Hannah Davies
Southwest Airlines Motto
Servant’s Heart, Warrior Spirit, Fun-Loving Attitude
Cypress Semiconductor Motto
The Marine Corps of Silicon Valley
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From managers sitting in the same room at one large medical center’s leadership retreat
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We love patients and each other
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We are ALWAYS here for you
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Multiple priorities, limited resources, great expectations
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We’re entitled, hating it, and staying
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Disjointed departments working against each other
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Negativity reigns while circling the drain
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I’ve been here longer – you leave
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Beatings will continue until morale improves
The Florence Challenge
Emotionally Positive
Self Empowered
Fully Engaged
Therapy pets can even
sign!
Culture is to recruiting and retention what marketing is to gaining and earning customer loyalty >>>>>>>>>>>>>>
Modern Healthcare cover story 1/19/2016
“Nurse shortage looms”
A Key Point!
You cannot allow people to opt-out of positive culture change!
One final point:
Cultural work can’t be just a “flavor of the month”
Culture doesn’t change unless and until people change
The
Inte
rior
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Workplace attitude is determined by what you expect and what you tolerate…
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And over time, what you tolerate will dominate over what you say you expect!
“We complain to get sympathy, attention, and to avoid stepping up to something we’re afraid of doing.”
Will Bowen: A Complaint Free World
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“One toxically negative person can drag down morale and productivity of an entire work unit.”
A tough love message…
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“It is a leadership responsibility to create a workplace environment where toxic emotional negativity is not tolerated.”
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Banner employee survey comment
“We have a toxic employee in our department that management does not know how to handle. This employee is poisoning the entire department. Good employees are all wanting to leave because of one bad apple. Sad to see.”
Another tough love message…
The privileges of being a manager also entail certain foregone freedoms
High challenge
High support
When you accept the title and pay raise, you assume a responsibility to support a culture initiative as if it had been your own idea.
Furthermore…
It would be wrong for a manager to deprive people of something that could help them because of his or her own negative attitude
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The simple promise that will change your life…
And change your organization…
Work sucks then you
die
The Pickle Challenge has taken on a life of its own!
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The Pickle Challenge
The Pickle Challenge for Charity
Are you up for taking The Pickle Challenge for Charity here at Banner?
Caveat: You will get resistance to The Pickle Challenge.
It will be most vociferous from people who could most benefit from taking it to heart.
“And in changing our organizations, we can change our world for the better.”
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How to see the Lion in Your Mirror – 8 Strategies
These strategies can help you be better in every dimension of your work and your life
As colleagues
As parents
Setting priorities
Managing money
Physically
Emotionally
Spiritually
And avoid…
The 8 Strategies
Strategy #1
Get very clear about your personal values
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“People who are clearest about their personal vision and values are significantly more committed to their organizations.”
James Kouzes and Barry Posner: A Leader's Legacy
Organizational values define strategies while personal values define culture.
Culture of Ownership Classroom
Midland Memorial Hospital
Core Action Value #2
Integrity
Core Action Value #3
Awareness
Core Action Value #4
Courage
Core Action Value #5
Perseverance
Core Action Value #6
Faith
Core Action Value #7
Purpose
Core Action Value #8
Vision
Core Action Value #9
Focus
Core Action Value #10
Enthusiasm
Core Action Value #11
Service
Core Action Value #12
Leadership
The goals you achieve
The contribution you make
The person you become
Will be determined by the values that
guide your life
Strategy #2
Make fear your ally
Fear is the most serious of all learning disabilities!
Edward Hallowell: Worry
The absence of fear is not courage!
The absence of fear is…
No Fear, No Courage…
Big Fear, Big Courage…
Anxiety
Fear
Worry
Anxiety
Three bad things happen when you in the thrall of anxiety…
Bad Thing #1
Memory is distorted: past successes seem small and insignificant while past failures seem huge and certain to be repeated.
Bad Thing #2
Perception is distorted: the dangers facing you are blown out of proportion while you underestimate the resources you have.
Bad Thing #3
Vision is distorted: you cannot see the possibilities for a great outcome because you are so fixated on images of doom.
Anxiety tries to become fear.
Paul Tillich: The Courage to Be
Fear
Fear can paralyze or it can catalyze
You’ve heard that the acronym F.E.A.R. stands for Fantasized Evidence Appearing Real.It also stands for…
Fabulous Excuse for Avoiding Responsibility
Fear is your ally when...
Good Thing #1
It alerts you to the fact that you are not ready for some possible future event.
Good Thing #2
It galvanizes you to take action.
Good Thing #3
It opens your eyes to the fact you are on the wrong path in life (one reason “midlife crisis” is so often a time of searing anxiety).
Good Thing #4
When it is a call to focus*
* Procrastination is always rooted in fear
Good Thing #5
When it is a call to faith*
* Faith begins at the point where certainty ends
Are people afraid of change?
Worry
Worry is like paying interest on a debt that you probably don’t even owe!
Toxic worry is abuse of the God-given gift of imagination!
10 Actions You Can Take to Have More Courage
Action #1
Find your Big Why* – your Path with Heart**
* A term used by Gary Keller, Founder of Keller Williams Realty
** A term coined by Carlos Castaneda
Caring is the root of courage – you wouldn’t be afraid if you didn’t care…
And you act in spite of your fear because you care
Action #2
Give fear a name and it becomes just a problem.
It’s easier to solve problems than it is to conquer fear.
Terror or exhilaration?
Action #3
Manage the time zone in which you park your attention.
Be Today
See Tomorrow
When afraid of the future, focus your attention on the work that needs to be done today.
When afraid of what’s happening today, keep your vision on the dream of a brighter tomorrow.
Action #4
Decide to have energy.
Courage without energy is just a good intention; energy without courage is more likely to run away than it is to stand and fight.
“Laziness” is often usually fear in disguise!
More than we care to admit, whether or not we have energy is more a mental choice than a physical condition.
Action #5
Put yourself on a severe diet when it comes to how much tragi-tainment you allow to enter into your head.
Action #6
Get enough sleep, because as Vince Lombardi said, fatigue makes cowards of us all.
Action #7
Practice courage rituals
Action #8
Laugh! It is physiologically impossible to be afraid when you are laughing.
Action #9
Fear breeds in isolation – especially in times of high anxiety it is essential to reach out and stay connected with others.
Action #10
Confront your irrational fears
Share your courage with others, keep your fears to yourself.
- Jonathan Swift
Strategy #3
Make adversity your teacher
“It’s not what happens to you it’s what you do about it.”
W Mitchell
Every great accomplishment was once the “impossible dream” of a dreamer who simply refused to quit when things got tough.
The bigger the dream – the greater the challenges!
Law #1
The rain falls upon and bad things happen to good people – including you
Law #2
There are millions of others who would love to have your problems
Law #3
Crisis creates opportunity
Law #4
One door closes, another door opens
Law #5
Falling on your face is good for your head
Law #6
You will pass through the valley of the shadow
Law #7
Conquering weakness will make you stronger
Law #8
Without the valleys, you won’t appreciate the mountains.
Law #9
Sometimes you meet the most important people in your life when you are flat on your back.
Law #10
Challenges, not successes, define our character
“Brick walls are not there to stop you, they are there to make you prove how much you want something.”
Randy Pausch: The Last Lecture
The walls are not optional
Letting them stop you is
How much do you
want it?
How badly to you want to:
Get out of debt?
How badly to you want to:
Lose weight?
How badly to you want to:
Get a graduate degree?
How badly to you want to:
Write your book?
How badly to you want to:
Start your business?
How badly to you want to:
Travel the world?
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Strategy #4
Erase the malignant echo of negative self-talk
Negative self-talk is telling yourself lies…
And then believing those lies.
The most important speech any of us ever give (the one you were never trained to give) is...
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What is the first word a child learns to say?
For a variety of evolutionary reasons, the human mind automatically gravitates toward negative, frightening and depressing thoughts.
Mihaly Csikszentmihalyi: The Evolving Self: A Psychology for the New Millennium
Experts refer to ANTs – automatic negative thoughts
Psychologists say that up to 80% of self-talk is negative – and that we can abuse ourselves at a speed of 400 words per minute!
You would never tolerate anyone else speaking to you the way you allow your spoiled inner brat to get away with.
Like graffiti on a subway car – after a while you don’t notice it
You might even think it’s beautiful
But…
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A crucial point!
That voice will always be in the second person. It’s not you talking!!!
“I’m not good enough”
You’re not good enough
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Two steps for using the power of Metaphorical Visualization™ to erase the graffiti of negative self-talk:
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Step #1
Visualize the words as clearly as you possibly can as graffiti that has been scrawled on the walls of your mental attic.
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Step #2
Visualize a janitor (The Janitor in Your Attic™) painting over the graffiti and replacing it with positive affirmations.
You can rewire the hardware by reprogramming the software!
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Caveat!
For your challenge to your Spoiled Inner Brat to be credible you must also take action if what Brat says is factually accurate.
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Strategy #5
Make your body play a constructive part in that inner dialogue…
Your body tells your mind how you feel…
Power Posing
How your mouth tells your mind what to think…
Smile from the outside in and you’ll eventually be smiling from the inside out.
Strategy #6
Leave behind the emotional baggage
Strategy #7
Create memories of the future
Do you read your horoscope?
Joe’s Youroscope
The small seed planted yesterday will blossom into a treasure and today another opportunity will come from out of the blue…
Joe’s Youroscope (contd.)
Today is a fine day to make a choice, make a friend, make a difference, and to take decisive action on a long postponed decision…
Joe’s Youroscope (contd.)
Call a friend, call a prospect, and call your Mom.
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You can remember the future more clearly and more accurately than you can remember the past.
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The difference between wishful thinking and positive thinking…
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Wishful thinking is hoping for something and waiting for someone else to make it happen.
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Positive thinking is expecting something and working to make it happen.
Strategy #8
Take to heart the seven promises of The Self-Empowerment Pledge™
“I attribute my success to the fact that I never gave or took an excuse.”
Florence Nightingale
Seven Simple Promises That Will Change Your
Life*
* One for each day of the week.
If you’ve been waiting for someone else to empower you, you should know that…
No one can empower you but – YOU – and once you have empowered yourself…No one can take that power away.
If you knew it would change your life for the better – profoundly and permanently – would you invest …
A minute a day for the next 365
days
Would you give up one television commercial a day for a year to change your life?
You
bet!If your answer is yes, here’s what you need to do.
Every morning start your day by making that day’s promise – which will take you about 15 seconds.
Repeat the promise again in in the middle of your work day.
Once more before you leave for home.
I am responsible,
accountable, and
determined!
And one more time right before you go to bed.
4 x 15 seconds = 1 minute
Repeat these promises like you really mean them!
Let’s take a look at the seven promises…
Here’s WHY it works…
You keep promising yourself that you will be responsible, accountable, and determined; make a contribution, be resilient in the face of adversity, have a positive perspective, and that your faith will shine through.
Then you catch yourself whining and complaining, procrastinating, gossiping, blaming others for your problems, taking when you should be giving, and pretendingthat you have no power.
You end up with what psychologists call… Cognitive Dissonance
Which is trying to simultaneously hold two incompatible beliefs
I am responsible,
accountable, and
determined! It’s not my fault,
they did it to me,
this is so unfair.
At that point, one of two things MUST happen. Either you take the easy way and stop making the promises…
Or you keep making the promises until you begin to change your attitudes and yourbehaviors.
And as you do that, you will begin to achieve better results in every dimension of your life.
Read these seven promises one more time…
Now ask yourself these two questions…
Question #1:
If you personally were to take these seven promises to heart, would you be better off than where you are headed now – personally, professionally, financially, and spiritually?
Question #2:
If everyone where you work made a good faith effort to live these seven promises, would you do a better job of serving customers and of supporting each other?
If your answer to these two questions is…
And if you’re being honest, that’s what your answer will be.
Then why wouldn’t you invest those 365 minutes in yourself? Do it, because no one can empower you but you.
Will you do it? Will you give up one TV commercial a day…
To change your life?
And one last thing…
Let me introduce you to the person you once were
Wouldn’t it be nice to become that you again?
