The Art of Helping People Change - See the Problem You Don't See: Jason Woo, MD, MPH, FACOG
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
See the Problem You Don’t See: The Art of Helping People Change Jason Woo, MD, MPH, FACOG Senior Consultant, Healthcare Solutions AKPhA 2020
WHAT WE DON’T SEE
COPYRIGHT © 2018 Arbinger Properties, LLC.
COPYRIGHT © 2018 Arbinger Properties, LLC.
VIENNA GENERAL HOSPITAL 1840s
COPYRIGHT © 2018 Arbinger Properties, LLC.
CHILDBED FEVER
Mortality Rates in Two
1/50
Maternity Wards
1/10
COPYRIGHT © 2018 Arbinger Properties, LLC.
IGNAZ
SEMMELWEIS
Analyzed and Equalized Differences
Turns out, that the maternity wards
weren’t identical at all
COPYRIGHT © 2018 Arbinger Properties, LLC.COPYRIGHT © 2018 Arbinger Properties, LLC.
CHILDBED FEVER
Mortality Rates in Two
1/50
Maternity Wards
1/10
COPYRIGHT © 2018 Arbinger Properties, LLC.CHILDBED FEVER
Mortality Rates in Two
1/50
Maternity Wards
1/100
COPYRIGHT © 2018 Arbinger Properties, LLC.IGNAZ
SEMMELWEIS
Father of Hand Hygiene
1861
Published “Etiology, Concept and
Prophylaxis of Childbed Fever”
1864
Committed to an asylum and died 2
weeks later
COPYRIGHT © 2018 Arbinger Properties, LLC.CHIP HUTH Major & Former SWAT Sergeant Kansas City Police Department
Inward vs. Outward
INWARD MINDSET
Others are
Others OBJECTS Vehicles that I use
DON’T My objectives
MATTER
& behaviors are
self-focused
Obstacles that I blame
like I matter Irrelevancies that I ignore
3Inward vs. Outward
INWARD MINDSET
Others are
Others OBJECTS
DON’T My objectives
MATTER
& behaviors are
self-focused
like I matter
OUTWARD MINDSET
Others are
PEOPLE Their needs,
Others objectives &
MATTER challenges
like I matter matter to me
3REAL MADRID
How do you see mindset at play here?
What the research shows
INWARD Where individuals rate Where individuals OUTWARD
MINDSET their organizations rate themselves MINDSET
3Does an inward mindset mean hard behavior, and does outward mindset mean soft behavior?
INWARD When others are objects to us, we might engage in:
HARD BEHAVIORS SOFT BEHAVIORS
Vehicles Obstacles Irrelevancies Vehicles Obstacles Irrelevancies
• Manipulate • Criticize • Ignore • Indulge • Cope • Engage in
token niceties
• Threaten • Blame • Exclude • Pander • Avoid
• Control • Punish • Belittle • Try to be liked • Leave • Offer little
feedback
What behaviors best describe how you act when you are inward?
3OUTWARD When others are people to us, we might engage in:
HARD BEHAVIORS SOFT BEHAVIORS
• Set high • Give helpful correction • Listen & learn • Show genuine appreciation
expectations • Give direct feedback • Offer help • Acknowledge mistakes
• Give real • Have necessary difficult • Involve others • Take correction easily
responsibility conversations
• Challenge
When has someone corrected you with an outward mindset?
3What do you think an inward mindset invites in others?
My Objectives Objectives
& behaviors are & behaviors are
self-focused self-focusedWhat if we just train Chip to behave and act
like someone who is outward?CHIP HUTH Major & Former SWAT Sergeant Kansas City Police Department
KCPD 1910 SWAT Squad Before and After
BEFORE AFTER
KEY INDICATORS Implementing Mindset Implementing Mindset
Change (1996-2006) Change (2007-2017)
Complaints filed against squad annually 36
Average cost per complaint $70,000
Annual cost $2,520,000
Total cost over ten years $25,200,000
Total illegal guns recovered “x”
Total illegal drugs recovered “y”MINDSET-CHANGE TOOL
INFLUENCE
PYRAMID
TM
8-9The Only Way to Invite Change in Others
Objectives Objectives
& behaviors are & behaviors are
self-focused self-focused
ME OTHERS
8-9The Only Way to Invite Change in Others
Objectives Objectives
& behaviors take & behaviors are
others into self-focused
account
ME OTHERS
8-9Dealing with things
LESSONS OF THE PYRAMID
that go wrong
Correct
Teach &
Communicate
1 WORK BOTTOM UP
Most time and effort should be spent at the
Listen & Learn lower levels of the pyramid.
Helping things
go right
Build the Relationship 2 WHEN STUCK, GO LOWER
The solution to a problem at one level of the
pyramid is always below that level.
Build Relationships with Others
Who Have Influence
3 MINDSET MATTERS MOST
Ultimately, my effectiveness at each level of
Turn Outward
the pyramid depends on the lowest level of the
pyramid—my mindset.
improve my mindset
8-9Mindset and the Pyramid
Correct
Teach &
What do you
Communicate
suppose an inward
Listen & Learn
mindset does to the
Build the Relationship
pyramid?
Build Relationships with Others
Who Have Influence
8-9With a partner, do the following:
1 Think of someone you think needs to
change in some way
2 Identify the levels of the pyramid at which
you have been weakest in this situation.
3 Brainstorm things you might do in these
and other levels of the pyramid to improve
this situation. (Write these ideas on the
lines to the right of the pyramid.)
4 Of the ideas you discussed, circle the
things you will do
8-9Applying the Pyramid to Organizational Change
DESIRED
RESULTS
What do we need to correct/change as an organization? Correct
Teach &
Who do we need to communicate with, train, or teach, and how? Communicate
Who do we need to listen to and learn from? Who needs a voice? Listen & Learn
How could we strengthen our relationship with these people? Build the Relationship
Build Relationships with Others
What other stakeholders will influence those involved? Who Have Influence
Do we really understand the needs, challenges, and objectives
of everyone who is impacted? Do we see them as people? MINDSET
2Organizations that identify and address
pervasive mindsets at the outset are
four times more likely to succeed in
organizational-change efforts than are
companies that overlook this stage.
Nate Boaz and Erica Ariel Fox
“Change Leader, Change Thyself,” McKinsey Quarterly, March 2014
2-3Ways to engage or go deeper
Onsite speech or Self-study and
Public workshop
workshop complimentary
resourcesINVITATIONS Put your Influence Pyramid plan into action. For the rest of the day, concentrate on seeing every person you interact with as a person. See what happens.
You can also read
