Slide 1
November 12-14, 2018 | Las Vegas
Recognizing Excellence: How to Motivate
a Non-Engaged Team
Bethany M. Mezzadra, APM-D, APPM, MBA
Director of Disbursements
University of Maryland Medical System
Slide 2
Learning Objectives
November 12-14, 2018 | Las Vegas
Session Goals - Roadmap
• Tools for assessing yourself and the
team
• Building trust
• Setting reasonable goals and measures
• Barriers to success
• Team rewards and acknowledgments
It is only when people know where you’re taking them that they can enjoy the
scenery along the way.
Slide 3
Many Paths to Success
November 12-14, 2018 | Las Vegas
• More than one way to skin a cat!
• Leading by example (corny, but true!)
• Utilize all of the resources available to
you
Slide 4
How Do YOU Measure Up?
November 12-14, 2018 | Las Vegas
• Do you have the people skills required
to be a great leader?
• It’s not for everybody! Recognize your
gifts and pursue accordingly.
Slide 5
The Seamstress
November 12-14, 2018 | Las Vegas
There is a fine line between the [now cliché]
expression:
“You can’t manage what you don’t measure”
and
“Analysis Paralysis.”
Slide 6
Leader vs. Manager
November 12-14, 2018 | Las Vegas
Leader’s Traits Manager’s Traits
• Innovation
• Inspires Trust
• Asks “what” and “why”
• Administers
• Maintains Control
• Asks “how” and “when”
Used with permission of the AMEX OpenForum: “3 Things That Separate Leaders from Managers” by Vivian Giang.
Slide 7
Leader vs. Manager
November 12-14, 2018 | Las Vegas
“The best managers are also leaders. I think you can do both, but you have to cultivate it.”
Gene Wade, Founder and CEO, UniversityNow
Slide 8
Proactive Leadership
November 12-14, 2018 | Las Vegas
A goal without a plan is just a wish. Always prepare a Plan B and a Plan C!
Slide 9
The Three L’s of Leadership
November 12-14, 2018 | Las Vegas
• Listen
• Learn
➢ Technology
➢ Lessons
• Laughter
And Like What You Do!
Slide 10
How Does Your Team Measure Up?
November 12-14, 2018 | Las Vegas
• Engaged
• Non-engaged
–Clock watchers
–No initiative
• Disengaged
–Disruptive
Slide 11
#1 Assessing the Team
November 12-14, 2018 | Las Vegas
• What is the culture, size of the
team?
• MBWA
–“The Warden”
• Attendance
• 80/20 Rule
• “Their perception is their reality.”
Slide 12
#2 BuildingTrust
November 12-14, 2018 | Las Vegas
• Keep your ears open
• Keep your eyes open
• Keep your door open
Slide 13
#2 BuildingTrust
November 12-14, 2018 | Las Vegas
Set the
Expectations
Slide 14
Open Communication
November 12-14, 2018 | Las Vegas
• Schedule Monthly Team Meetings
–Keep it short, informative, and succinct
• Nobody likes to sit through unnecessary
meetings
• If the subject does not affect the entire
team, leave it off the agenda. Arrange a
separate meeting for that topic.
–Establish “Ground Rules” i.e. NO PHONES
–Prepare a learning segment for each meeting
–Watch for engagement; walk up on the
sleepers
Slide 15
Open Communication
November 12-14, 2018 | Las Vegas
• Training Opportunities
–Looks great on a resume
• Don’t hold them back
• Groom them for success and reap
the benefits!
– “I was never trained!” “I never knew
that!”
–Brown bag lunches ~ Seminars can
be costly
–APS / APM Certification through
IOFM
–TEAM CERTIFICATION!
Slide 16
Lessons From the Trenches
November 12-14, 2018 | Las Vegas
• Watch for others trying to put their
monkeys on your back
• Solicit ideas from the team – they
need some skin in the game!
• Listen to complaints and investigate
the root cause.
• Stay in your swim lane – only
coach your direct reports.
Slide 17
#3 Measure Your Success
November 12-14, 2018 | Las Vegas
Benchmarking Engagement Indicators
• Attendance
–Occurrences per pay period
–Overtime costs
• Productivity – The proof is in the
pudding
• Involvement in ad hoc
committees/special initiatives
• Networking and collaborating with
others
• Morale – Employee Surveys/Pulse
Surveys??
Slide 18
Guiding the Team Forward
November 12-14, 2018 | Las Vegas
• Be gentle; forcing change does
not work.
• Ensure that everyone is on the
right seat on the bus…or do
they belong on the bus?
• This is a team – majority rules
• Not every idea works for every
team
–“Share the Good News”
Slide 19
The Problem Child
November 12-14, 2018 | Las Vegas
• Establish clear expectations
• Treat everyone equally
• Could an EAP referral be in order?
• DOCUMENT, DOCUMENT,
DOCUMENT
• Do you have a “pot stirrer”?
• Take control.
Slide 20
Should I Involve Human Resources?
November 12-14, 2018 | Las Vegas
• Absolutely, if there is a policy violation
• Their role is to support you!
–We all need a “voice of reason”
• Believe me, they have probably heard it
before.
Slide 21
Rewarding Success
November 12-14, 2018 | Las Vegas
• Acknowledge superior performance
• Stay reasonable; avoid entitlement
• Ask for input from the team
–Two hours free time
–Gift cards – Starbucks, Baskin
Robbins, etc.
–Food!
–Dress down opportunities
–Sharing accolades
Positive Points
Slide 22
Landing the Plane
November 12-14, 2018 | Las Vegas
• Good Leaders always have an
ear to the ground.
–Listen for your “sonar pings”
and prepare!
–Heavy is the head that wears
the crown.
• You can groom your team for
success
• Always, be kind!
Slide 23
Q & A
November 12-14, 2018 | Las Vegas
Slide 24
Thanks for Joining!
November 12-14, 2018 | Las Vegas
• Contact Information:
Bethany Mezzadra
Director of Disbursements
University of Maryland Medical
System
