Leading Culture Healthcare Administration Heather MW Petrelli, MA, PhD September 2, 2015

Leading the Culture Organizational culture is MUCH MORE than the definition in the text Dress code, hours, office set up, employee benefits, turnover, hiring decisions, treatment of customers and customer satisfaction What other concepts to you believe are part of an organization’s culture?

Leader’s Role The text indicates “an ideal departmental culture promotes productivity and employee happiness; increases longevity of employment, increases cooperation, communication, and teamwork among employees; allows employees to take pride in their work and instills the desire to achieve more”. HOW?

Creating the Ideal Workplace Is it better to be fair or consistent? Consistency in Expectations – keeping expectations consistent among employees allows for a feeling of fairness? How is this accomplished? Setting standards – Historical Continuity Access to resources – Onboarding Employee Recognition – acknowledgement and consistent feedback is KEY

Leading the People Hiring the Right People in the Right Positions Why Stupid People Get Hired Behavioral interviewing – sample questions Servant Leadership

Effective Communication Crucial Conversations Awareness of those require involvement

Running an Effective Meeting Roberts Rules of Order Consider the role of Introverts In addition to the text, in addition to listing a person’s name after each agenda item, consider giving time limits as well. When a discussion monopolizes the meeting, it may be appropriate to suggest scheduling a separate meeting to discuss in further detail. “In the interest of time and moving the agenda along….”

Taking Interest and Empowering People When empowering people with the freedom to act, it is important to follow up with them. Sometimes it is a good strategy to empower a poor performer with an important task or more responsibility to help elevate them. Situational Leadership

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Setting Expectations Documentation of conversations and action items Articulate consequences One Minute Manager

Holding People Accountable When set expectations or deadlines you MUST FOLLOW UP Help those you are leading stay on task – do the organizational conceptualization Follow up takes time but is necessary Examples of setting a goal and not asking for progress reports

Coaching and Counseling for Success Path Goal Theory – find out the personal goals of your employees and attempt to integrate them into their position “It is important to respond quickly to mistakes made by employees, ONCE YOU HAVE VERIFIED THE FACTS – Never assume

Recognizing, Rewarding and Retaining Employees Why is it important to hold people accountable in retaining employees? How can you hold people accountable? Protection – We are DUCKS!

Petrelli Pearls Give praise in public and criticism in private #1 reason why people leave their jobs? Must check in regularly with the relationship and really mean it Performance evaluations First ask for a self evaluation Then use it to write your evaluation Feedback should be given to employees regularly so they are never surprised Never inflate expectations – meeting expectations is a good thing. Not everyone is exemplary at everything in their job. Really utilize people’s strengths Have fun! Make work meaningful

Activity for Organizational Structure Make a list of all the employees that work or interact within a clinical pharmacy Make a list of all the employees that work or interact within a retail pharmacy Now, create an organizational structure that would work for you if you were the Director of Pharmacy or the Chief Pharmacy Officer

Activity for Organizational Culture Describe the culture of some companies you have worked at. What do you perceive is the culture at USF if you were to work here? Work as a team to create the ideal workplace culture.