STAFF RESILIENCE MEANS STAFF RETENTION AND SUCCESS Deborah Gilboa, MD

What do you need from staff?

Schedule change complaint medical emergency weather delay Staffing problem family interruption DISASTER Disruptors

Outcomes of Stress Discomfort is necessary for learning Causes people to Identify problems Pushes creative problem solving Is on a continuum, leads to overwhelm Outcomes of Stress

fight flight freeze face Reactions to Stress

What does staff need from you?

Preparation Response Reconciliation

Preparation Purpose: Know your “why” Be mission-driven: Maintain focus Improve culture Prevent burnout Know your “why” Of each choice, decision, policy and recognition Be willing to explain Be mission-driven: THIS GETS STAFF TO DO HARD THINGS!

Resilience in Practice Build resilience through TRUST Learn about your staff Manageable workload Clear support chain Staff up Demonstrate gratitude Resilience in Practice

Audit your Culture Your programming Your recognitions/positive feedback Your social support Your team collaboration Out of work time The way your staff views new initiatives

Use Peer Pressure Use peer pressure for GOOD -near-peer mentoring -colleague encouragement -Drive to fulfill the mission modeled by leadership but verbalized by co-workers Use Peer Pressure

When-not-if Language Set Remove Model Set expectations Model the cycle Remove Remove the premise of failure Set Set expectations When-not-if Language

≠ Uncomfortable Unsafe Cultivate conversation around the need for discomfort For learning For Growth For change Your employees don’t mind your discomfort, help them manage theirs model this difference between uncomfortable and unsafe Unsafe

Response Lack of prevention is not failure, lack of planning is failure Every “bad thing” is an opportunity for: Mission Stepping up Practice Resilience

What you DO matters more than what you feel…

Emergencies are not the time to question or change Protocols!

Required for resilience Setting expectations Changing policies Enforcing consequences Managing conflict Choosing discretion Transparency Required for resilience

Reconciliation Listen Offer support, require solutions Mission driven Ask why (dampen judgment) Empathy Offer support, require solutions Idea progress board – especially frontline staff Recognize the impact of individual managers Mission driven See how their work connects to the mission See leadership live the mission daily