1. CHANGE MANAGEMENT FACILITATION Randy Benson, RHQN Executive Director

2. RURAL HEALTHCARE QUALITY NETWORK OBJECTIVES  Become Aware of the Characteristics of an Effective Facilitator  Become Aware of Gremlins and How They Influence Facilitators  Review Effective Listening Skills  Review Team Dynamics and Team Development  Review Effective Meeting Management Skills  Become Aware of Techniques to Use With Disruptive Team Behavior

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4.  Managing the Process and Group Dynamics: Create A Positive Environment Manage the Meetings Manage Discussions Manage Dysfunctional Behavior

5. RURAL HEALTHCARE QUALITY NETWORK  Managing Your Gremlins (Fear Factors) What Is a Gremlin? Common Gremlin Myths:  Worry – Anger – Guilt have Value  Fast is Better, Slow is Bad  Asking For What You Want is Bad  It Is Not OK To Express Feelings  You Can Only Energize Yourself For Short Periods of Time  Feeling Good Requires Working Hard, Straining, Trying, Analyzing and Worrying

6. RURAL HEALTHCARE QUALITY NETWORK  Managing Your Gremlins (con’t) Gremlin Detector:  Tension in Your Body  Shallow Breathing  Headaches  Hearing the Gremlin Voices: You Can’t Change You Can’t Let Your Guard Down You Can’t Facilitate This Team Effectively  Responding to the Gremlin Voices You Should, You Must, Your Ought To……..

7. RURAL HEALTHCARE QUALITY NETWORK  As Soon As You Do Battle With the Gremlin – He Has Defeated You Be Aware of Your Gremlins, You Can Only Control That Which You Are Aware Of Awareness Empowers You, Flick the Gremlin Off Your Shoulder Spend No More Than 1-10 Minutes Grappling With Your Gremlins

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9.  Listening and Powerful Questions Listening Skills:  Get Clear Verbal Information (Content)  Understand the Information (Meaning)  Gain Perspective (Paraphrase) Powerful Questions:  Open Ended Questions Stimulate Discussion  Closed Ended Questions Stop Discussion

10. RURAL HEALTHCARE QUALITY NETWORK  As A Facilitator – Be Curious Curiosity Poses a Question So the Other Person Has to Go Looking and Exploring  Curiosity Encourages and Builds Relationships  CURIOSITY GENERATES EXPLORING  EXPLORING CREATES LEARNING  LEARNING LEADS TO CHANGE & GROWTH

11. RURAL HEALTHCARE QUALITY NETWORK  Seven Powerful Questions: What Do You Want? What Does That Look Like/Sound/Feel Like? What’s Next? What Else? What Will You Do and When Will You Do It? What Did You Learn What’s Important About This?

12. RURAL HEALTHCARE QUALITY NETWORK  Teams and Meetings: Keeping the Gremlins Out Identity Within the Team  Inclusion  Influence, Control and Mutual Trust  Getting Along/Mutual Loyalty Team Member Relationships  Open vs. Guarded, Different Ranks Identity With the Organization  Loyalty to Team vs. Loyalty to Department

13. RURAL HEALTHCARE QUALITY NETWORK  Team Formation and Dynamic Stage 1: Forming  Morale High, Productivity Low, Facilitator Tells Stage 2: Storming  Morale Low, Productivity Moderate, Facilitator Sells Stage 3: Norming  Morale Variable, Productivity Moderate, Facilitator Participating Stage 4: Performing  Morale High, Productivity High, Facilitator Delegating

14. RURAL HEALTHCARE QUALITY NETWORK  Launching A Team & Meeting Management Definitions of Teams Stages of Teams Launching Questions Operating Logistics Expectations Exercise Parking Lot Making Decisions/Consensus Attributes of Team Success Ground Rules Group Think Minutes and Evaluations

15. RURAL HEALTHCARE QUALITY NETWORK  “A Team Is a Small Group Of People With Complementary Skills Committed To Working Towards a Shared Goal Within a Culture of Frequent Contact and Mutual Dependence”  “Sometimes You Need To Go Slow To Go Fast” Building a Strong Foundation For The Team At The Outset Will Save Time in The Long Run.

16. RURAL HEALTHCARE QUALITY NETWORK  Mission Statement Describes a Common Definition of the Team’s Purpose. It’s The Reason for Existence. It Has Three Elements: Describes the Type of Organization Identifies Who is Served States the Purpose For Team Existence  Operating Logistics: Who, When, Where, Why  HUG YOUR FLIP CHART

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18.  Specific Difficult Behaviors Rambling Whining Passive/Aggressive Side Conversations Dominating Under-participating Prisoners

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20. Randy Benson RHQN Executive Director randyb@wsha.org (206) 577-1821