March 11, 2004 Tom Walsh, CISSP President, Tom Walsh Consulting, LLC

March 11, 2004 Tom Walsh, CISSP President, Tom Walsh Consulting, LLC
Changing Organizational Culture through Effective Training, Education, and Awareness March 11, 2004 Tom Walsh, CISSP President, Tom Walsh Consulting, LLC

Protecting Confidential Information
Providing our patients with quality healthcare includes protecting their confidential information. Introduce myself. If you find a mistake in the slides or handouts, you’ll get a bag of M&Ms. Two reasons why there may be a mistake: 1) Intentional - So you’ll pay close attention to my slides or 2) Because I’m not purrrfect. To make everybody feel more comfortable with each other, let’s take a few minutes to get to know one another. Here is the information I’d like to know. (Show next slide.) Copyright © 2004, Tom Walsh Consulting, LLC

Copyright © 2004, Tom Walsh Consulting, LLC
Tom Walsh, CISSP President, Tom Walsh Consulting, LLC Certified Information Systems Security Professional (CISSP) Co-authored a book on HIPAA Security Former information security manager for large healthcare system in Kansas City, MO DOE-certified safeguards and security instructor A little nerdy, but overall, a nice guy  Copyright © 2004, Tom Walsh Consulting, LLC

Let’s Get Acquainted! Name and Job Title Age and Weight Marital Status Sexually Transmitted Disease? If “Yes” then Names of All Partners Drug or Alcohol Problems? Amount of Money Earned Last Year Anyone feel uncomfortable with sharing this information? But isn’t this information already stored in some computer system, somewhere? If you are uncomfortable sharing this information with each other, how do you think our patients feel about sharing personal information? We cannot claim to provide the highest quality care if we cannot assure our patients’ that we are protecting their confidential information. That is why we will be spending the next 20 minutes Protecting Confidential Information. Copyright © 2004, Tom Walsh Consulting, LLC

Session Objectives Discuss how values and organizational culture influence behaviors Create positive approaches and methods for cultural and behavioral changes that align individual's goals with organizational goals Discuss ideas on how to effectively deliver training, education, and awareness that achieves lasting cultural and behavioral change Copyright © 2004, Tom Walsh Consulting, LLC

Door Prize

Culture of Healthcare

HIPAA “Implementation of the security and privacy regulations of the Health Insurance and Portability and Accountability Act (HIPAA) is about cultural transformation more than technology and compliance programs.” June 12, 2001 Lauri Ingram META Group Copyright © 2004, Tom Walsh Consulting, LLC

Culture of Healthcare “I’m in healthcare, not computers or security. That’s your job.” “I’ve decided to go back to a paper system so I won’t have to comply.” “HIPAA will never be enforced.” “Healthcare has survived for thousands of years without HIPAA.” (HIPAA-critic oath) Copyright © 2004, Tom Walsh Consulting, LLC

Culture of Healthcare Slow to adapt standards Law passed in 1996; still not compliant Cost without benefits “Full Employment Act for Lawyers” Just one more compliance issue Wait and see attitude “The government is fickle.” “What’s the rush?” Copyright © 2004, Tom Walsh Consulting, LLC

Culture of Healthcare Caring is sharing Humans are curious by nature In some cases, healthcare workers have become desensitized to patient privacy HIPAA requirements alone cannot change the behaviors of healthcare workers Copyright © 2004, Tom Walsh Consulting, LLC

Father’s Day Card Dad, there were things that you said when I was growing up that didn’t make sense to me. Now that I have (three teenage) children of my own… “Because I said so,” makes perfect sense. Legislation alone will not change behaviors! Copyright © 2004, Tom Walsh Consulting, LLC

Changing Behaviors

Changing Behaviors The goal of training is to change behavior People only adopt new patterns of behavior when the old are no longer effective Three concepts about human behavior to note: Copyright © 2004, Tom Walsh Consulting, LLC

Changing Behaviors 1. People’s behavior is based upon their principles and their values 2. An effective training program helps the workforce adopt the organization’s principles and values 3. A message is persuasive when the addresser selects information that the addressee perceives as relevant in terms of his or her values Copyright © 2004, Tom Walsh Consulting, LLC

Knowledge does not guarantee a change in behavior.
Changing Behaviors “We’ll just create some new policies.” What are the fallacies of policy? “We just send everyone to training.” Knowledge does not guarantee a change in behavior. Copyright © 2004, Tom Walsh Consulting, LLC

Changing Behaviors The Hawthorne Effect The Hawthorne Studies were conducted from 1927 to 1932 at the Western Electric Hawthorne Works in Chicago, where Harvard Business School professor Elton Mayo examined productivity and work conditions What was his conclusion? Copyright © 2004, Tom Walsh Consulting, LLC

Effective TEA

TEA - What is the Difference?
Training Education Awareness Here is the best example to explain the difference between training and education. Raise your hand if you have a teenage daughter. Okay, would you rather your daughter came home from school and said they had sex education or sex training? Awareness means keeping the information, “top of mind.” (Brain slide.) All work together, but are different. Copyright © 2004, Tom Walsh Consulting, LLC

TEA - What is the Difference?
Training - “Hands on” Education - Imparting Knowledge Awareness - “Top of Mind” Here is the best example to explain the difference between training and education. Raise your hand if you have a teenage daughter. Okay, would you rather your daughter came home from school and said they had sex education or sex training? Awareness means keeping the information, “top of mind.” (Brain slide.) The goal of TEA - Changing Behaviors Copyright © 2004, Tom Walsh Consulting, LLC

Building a Training Program
Analyze Design Develop Deliver Copyright © 2004, Tom Walsh Consulting, LLC

Your ideas for involvement?
To change culture and behaviors we need involvement from those who will be most impacted by the change WII-FM: What’s In It For Me? People like to be included Your ideas for involvement? Copyright © 2004, Tom Walsh Consulting, LLC

Deliver Think about training classes, seminars or presentations you really liked and ones you disliked. What made the classes good or bad? What do you remember? Copyright © 2004, Tom Walsh Consulting, LLC

Barriers to Effectiveness
Failure to establish a rapport with the audience Technical material is dry and boring Efficient versus Effective The “all-in-one” refresher training session Copyright © 2004, Tom Walsh Consulting, LLC

Welcome to the Annual... Bloodborne Pathogens, Hazardous Chemicals,
Tuberculosis Prevention, Fire and Electrical Safety, Sexual Harassment, Ethics, and Privacy and Information Security Training

Failure to establish a rapport with the audience. Technical material is dry and boring. Efficient versus Effective The “all-in-one” refresher training session. Ourselves Copyright © 2004, Tom Walsh Consulting, LLC

Much of the overall success of the training program and culture change will depend upon the trainer’s: Mission, vision, and goal Passion Perseverance Character Copyright © 2004, Tom Walsh Consulting, LLC

Wayne’s World Wayne Gretzky “The Great One” 21 Professional seasons More than 60 NHL records 4 Stanley Cups 9 Most Valuable Player (MVP) 2-time playoff MVP 11 Scoring titles 4 Lady Bling Awards (for gentlemanly play) Copyright © 2004, Tom Walsh Consulting, LLC

Door Prize

Conclusion

Conclusion Values and organizational culture influence behaviors Aligning individuals’ goals with organizational goals will result in cultural changes Effectively deliver training, education, and awareness that achieves lasting cultural and behavioral change requires involvement Copyright © 2004, Tom Walsh Consulting, LLC

Thanks for Attending! Tom Walsh, CISSP twalshconsulting@aol.com

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March 11, 2004 Tom Walsh, CISSP President, Tom Walsh Consulting, LLC

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