Leading a Five Star TeamPresented by Dr. Bryan K. Williams, D.M., Chief Service Officer

B.Williams Enterprise, LLC

Defining Patient Experience

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- The Beryl Institute

About The Beryl Institute

Community: Our Distinction

The Beryl Institute serves as an independent, non vendor or provider-related community dedicated to bringing together the many voices, views and perspectives on improving the patient experience.

Mission: Our Purpose

Our commitment is to create a dynamic space for members to convene, engage and contribute to elevating, expanding and enriching the global dialogue on improving the patient experience.

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4

Charlotte

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Patient Experience Regional Roundtables 2015

Minneapolis

Allina HealthOctober 23

CMC-MercyOctober 1

Make Connections. Be Inspired. Take Away New Ideas.

San Francisco

UCSFSeptember 24

Housekeeping

• All participant phone lines are muted.

• The presentation will run 45-50 minutes with about 10-15 min for Q&A.

• Q&A will be conducted through the Q&A function. Please submit questions to the host for a facilitated Q&A after the presentation.

• Webinar materials and session recording will be available for all attendees. (receive an email notification with the appropriate link)

• A survey will be distributed following today’s session.

• This program is approved for 1 PXEs

PX Continuing Education Credits

• In order to obtain patient experience continuing education credit, participants must attend the program in its entirety and return the completed evaluation.

• The planning committee members and presenters have disclosed no relevant financial interest or other relationships with commercial entities relative to the content of the educational activity.

• No off label use of products will be addressed during this educational activity.

• This activity has received no sponsorship or commercial support. No products are available during this educational activity, which would indicate endorsement.

Today’s Presentation

Leading a Five Star TeamThis session will review the leadership skills and competencies needed to lead a 5-star caliber team. Special emphasis will be placed on proven techniques and processes used by highly effective leaders worldwide. During this session, you will learn how to build a team of highly engaged employees, 11 Non-negotiable of 5-star leaders, becoming a leader that others want to follow and communicating the purpose of each person’s role.

Dr. Bryan K. Williams, D.M., Chief Service Officer,

B.Williams Enterprise, LLC

Leading a 5-Star Service Team

Presented by: Bryan K. Williams, D.M.

The Beryl Institute – Patient Experience

ObjectivesWhat we will cover:

Clearly define “World-Class Service"

5-star leadership mindset

Leading vs Managing a Service Team

There are many employees who want to work for a leader who has high expectations and

believes in them.

•Tale of two McDonald’s

•Student IQ

Service Excellence, Expectations, and Employee Engagement go hand-in-hand!

Some interesting findings:

• Gallup: 33% of U.S. workers are currently engaged with their jobs; 49% are disengaged; 18% are actively disengaged.

• CareerBuilder: 60-80% of U.S. workers would consider a job change if the opportunity presented itself.

• Conference Board: 55% of U.S. workers are not satisfied with their current work, which is the highest dissatisfaction rate in 22 years.

Service Excellence, Expectations, and Employee Engagement go hand-in-hand!

Much of this is due to poor leadership:

• Only 38% of American workers think their leaders have a sincere interest in their well-being.

• Only 47% think their leaders are trustworthy (ibid).

• Only 42% think their leaders inspire and engage them (ibid). About 61% question whether their leaders deal effectively with poor performers (ibid).

• Only 42% think senior leaders encourage development of talent (ibid).

– (HR Employee Engagement Statistics)

Phases of Cultural Engagement

ContactAwareness Conceptual

“Hearing It” Phase

Understanding

Acceptance

Ready to DefendSuperficial

“Believing It” Phase

PersonalizeReady to Promote

Utilize and InternalizeCultural Experience

Emotional & Personal“Living It” Phase

Time

Deg

ree

of S

uppo

rt fo

r Cha

nge

Passionate Advocacy

‘A’ players like to work only with other ‘A’ players, which means you

can’t indulge ‘B’ players.”-Steve Jobs

Managing “Living It” Employees

Identify Them Re-hire Them

Involve Them

B.Williams Enterprise

What are some specific things you will do to “re-hire” your

Living It employees when you return to work?

Leading VS.

Managing

“An effective leader may also be competitive, achievement-oriented, and a good coach…it’s just that those qualities don’t make a leader.

He is a leader if, and only if, he is able to rally others to the better future he sees.”

-Marcus Buckingham

Levels of Leadership Influence

People Development (People follow you because of what you have done for them)

Production(People follow you because of your reputation for success)

Persuasion(People follow you because they want to)

Position(People follow you because they have to)

Great Managing

0% 10% 20% 30% 40% 50% 60% 70%

17%22%23%

28%

37%

60%High Individual Stress Levels

Fear of Failure or Punishment

Inability to Envision Successful Outcomes

Lack of or Poor Company-Sponsored Training

Inability to Concentrate on Task at Hand

Low Worker Self-Esteem

Low Compensation

Poor or Insufficient Performance Feedback

40%39%

Lack of Clear Individual Goals

No Performance Standards

Reward Not Performance Based 31%Poor Performance Rewarded 31%

No Career Planning

14%9%

8%

Primary Causes for Low Performance

FeedbackIt will take a bit more effort to confront and coach in a compassionate way so that your caring nature is not lost in the process.

Make no mistake about this: caring is no substitute for accountability and coaching. If you care so much for people that you just can’t hold them accountable and help them reach their full potential then you might be a great person but you’re probably not a great leader.

--Steve Keating

Feedback

Positive

Constructive

Negative

List the ways recognition is provided in your organization

___________

When it comes to recognition,INDIVIDUALIZATION IS KEY!

The People ProcessesTo individualize recognition, ask your employees questions like these:

• By what name do you like to be called?

• What are your “hot buttons” –hobbies or interests you like to talk about a lot?

• From whom do you most like to receive recognition or praise?

• What type of recognition or praise do you like best? Do you like public, private, written, verbal, or other kinds of recognition?

• What form of recognition motivates you the most? Do you like gift certificates, a title for winning a competition, a meaningful note or e-mail, or something else?

• What is the greatest recognition you have ever received?

How well do you know your team?

Constructive Feedback

S

A

I

D

tandard

ction

mplication

evelop a Plan

Constructive Feedback

PBX Operator @ The Ritz-Carlton, St. Thomas

Non-negotiables:• They always maintain high expectations of the

service they expect to see.

• They always believe that each person on their team knows that they are a critical part of delivering the service experience.

• They never allow/tolerate less than 100% effort.

• They talk about “excellence” everyday.

Non-negotiables:• They reward excellent performance on a regular

basis.

• They are always an integral part of the on-boarding process.

• They ensure that the purpose of the role is communicated during the on-boarding process.

• They continuously invest in employee development.

Non-negotiables:• Mandate that internal service excellence equals

external service excellence.

• Make sure that everyone is fully aware of their benefits.

• Work alongside team members when needed.

Be Exceptional

If your actions inspire others to dream more, learn more, do more and become more, you

are a leader.

--John Quincy Adams

* Twitter: @bwenterprise

Let’s Stay Connected!

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Text bwenterprise to 22828

* Facebook: BW Enterprise

PX Continuing Education Credits

• This program is approved for 1 PXEs

• In order to obtain PXEs, participants must attend the program in its entirety and complete evaluation.

Upcoming Webinars

August 4: Innovations in Healthcare: Developing Online Communities to Support an Improved Patient Experience* Presented by Joan Forte-Scott, Administrative Director, Patient and Community Engagement and Bev Anderson, Family Consultant, Stanford Hospital and Clinics

August 13: Employee Engagement: We are ALL Patient Advocates!Presented by Carol Santalucia, Vice President, CHAMPS Patient Experience/Santalucia Group

September 10: Engaging Patients and Families Each and Every Time* Presented by Stacey Koenig, Senior Director, Sheryl Chadwick and Dee Jo Miller, Parents on Staff, and Linda Taloney, Family Centered Care Manager, Children’s Mercy Hospital

September 17: Disney Meets Deming: Going from Good to Great in Quality and Patient Perceptions through Experience Based Improvement** Presented by Fred Lee, National Speaker and Author, If Disney Ran Your Hospital - 9 1/2 Things You Would Do Differently

September 29: Inspired Healthcare - A Collaboration Blueprint* Presented by Amy Whidden, Patient Experience Officer, William Osler Health System and Susan DeRyk, VP, Patient Experience, Communications & Strategy, CW Community Care Access Centre Headwaters Health Care Centre, William Osler Health System

**Part of the 2015 Patient Experience Headliner Webinar Series* Part of the Patient Experience Conference 2015 Encore Webinar Series

Learn more or register now at www.theberylinstitute.org

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about improving the patient experience.

Become a member today atwww.theberylinstitute.org

Thank you for participating!Please look for a post- webinar evaluation coming soon…

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