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Changing our Service Culture Walking in the Footsteps of Giants.

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Presentation on theme: "Changing our Service Culture Walking in the Footsteps of Giants."— Presentation transcript:

1 Changing our Service Culture Walking in the Footsteps of Giants

2 Sociologists, advocates for various causes, religious, national and international leaders, all have pondered the question of how to change attitudes and behavior of groups of people to bring about a desired outcome. Sociologists, advocates for various causes, religious, national and international leaders, all have pondered the question of how to change attitudes and behavior of groups of people to bring about a desired outcome. Several have identified key components of culture change: Leadership is not reserved to those with titles; anyone can go first. Sustained culture change is not achieved through laws and regulations alone, and not through occasional feel good “cum by ya” experiences. Several have identified key components of culture change: Leadership is not reserved to those with titles; anyone can go first. Sustained culture change is not achieved through laws and regulations alone, and not through occasional feel good “cum by ya” experiences.

3 In The Leadership Challenge, Kouzes and Posner also advise a 5 step approach: Challenge the present—search for opportunities, experiment and take risks. Leaders go first. They set the example by what they do, not just what they say. Challenge the present—search for opportunities, experiment and take risks. Leaders go first. They set the example by what they do, not just what they say. Inspire a shared vision—forge agreement around common principles and common ideals. Inspire a shared vision—forge agreement around common principles and common ideals. Enable others to act—foster collaboration, strengthen others and build trust. “We” is the magic word; not “I”. Enable others to act—foster collaboration, strengthen others and build trust. “We” is the magic word; not “I”. Model the way to the desired goals, i.e. live what you say. Model the way to the desired goals, i.e. live what you say. Encourage the heart of everyone involved. A genuine “Thank you” is also magical in its effect on the heart. Encourage the heart of everyone involved. A genuine “Thank you” is also magical in its effect on the heart.

4 Advice from Experts on Culture Change The Institute for Healthcare Improvement also identifies 5 steps in culture change with many similarities to The Leadership Challenge steps: set the direction (mission, vision, and strategy), set the direction (mission, vision, and strategy), establish the foundation—leaders align their actions with the shared values, establish the foundation—leaders align their actions with the shared values, build will—creating trust and a positive relationship between the leader and the constituents builds the will to join in the work, build will—creating trust and a positive relationship between the leader and the constituents builds the will to join in the work, generate ideas/possibilities from every corner of the workforce, generate ideas/possibilities from every corner of the workforce, execute change—built on a foundation of credibility. execute change—built on a foundation of credibility.

5 Let’s Use Plain Talk The critical elements of culture change are few: WORDS—articulate clearly and repeatedly the change you want to see WITNESS—model the behavior you want and treat violations with concern WIDEN THE SEARCH—ask for suggestions from every type of stakeholder WEAVE NEW PRACTICES into the daily life of the facility through adequate training and resources WALK—Into the unfamiliar all together armed with determination and resolve.

6 OMH has focused the aim of our change efforts to embrace a strong and lasting commitment to nonviolent and non- coercive care that understands and responds compassionately to the effects of trauma in the lives of the persons we treat and serve. We aim to be and be perceived as healers and not as enforcers.

7 OMH Cultural Change In concrete terms, this means: creating environments where individuals feel safe, listened to, prized (we do not feel prized in dirty and broken environments) and where interactions communicate understanding and respect. In short, we are about creating environments where positive relationships can flourish. creating environments where individuals feel safe, listened to, prized (we do not feel prized in dirty and broken environments) and where interactions communicate understanding and respect. In short, we are about creating environments where positive relationships can flourish. reducing the use of restraint & seclusion and other coercive interventions, e.g., point systems open to staff manipulation. reducing the use of restraint & seclusion and other coercive interventions, e.g., point systems open to staff manipulation. providing skills training and transition opportunities that prepare individuals for “ordinary lives” in the community. providing skills training and transition opportunities that prepare individuals for “ordinary lives” in the community. training staff in collaboration and the use of positive behavioral interventions and supports. training staff in collaboration and the use of positive behavioral interventions and supports.

8 Our culture change continues to be a work in progress because.….. Culture change is a long term commitment that involves everyone embracing and modeling behavior that reflects a common mission & vision. Culture change is a long term commitment that involves everyone embracing and modeling behavior that reflects a common mission & vision. It is hard work that calls for personal courage to assess our particular “cultural pathologies” and stand against them. (C. Lerche, “Building Peace through Reconciliation”). It is hard work that calls for personal courage to assess our particular “cultural pathologies” and stand against them. (C. Lerche, “Building Peace through Reconciliation”). It requires that we reject “pessimistic inevitability” thinking (Kriesberg 1998). It requires that we reject “pessimistic inevitability” thinking (Kriesberg 1998).

9 History shows that persistent and dedicated belief in the power of the human brain to adapt and to create can lead to unimaginable results. Adapted from Elyn Saks, professor of law and researcher at USC

10 A Broader Perspective Consider the almost unimaginable that has been accomplished by people committed to change. The Truth and Reconciliation Commission paved the way for the reconstruction of society in South Africa. The Truth and Reconciliation Commission paved the way for the reconstruction of society in South Africa. The ending of centuries of demonizing and hostility between tribes and sects in Africa and elsewhere, e.g., the Tutsi & Hutu in Rwanda, Burundi and the Congo. The ending of centuries of demonizing and hostility between tribes and sects in Africa and elsewhere, e.g., the Tutsi & Hutu in Rwanda, Burundi and the Congo. The Civil Rights and Freedom Movements in the US and around the world. The Civil Rights and Freedom Movements in the US and around the world.

11 Change occurs one heart at a time. There is no change without personal conversion. This conversion is a choice—a daily, hourly, minute-by-minute choice. Choosing to act in conformance with the shared vision “is taught by apprenticeship and drill.” Adapted from Stanley Hauerwas, American ethicist. Duke Law School and Duke Divinity School


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