One of our favorite clients is a hospital with whom we’ve been working for more than three years. We feel privileged that they have implemented a customized version of our respectFULL teams™ program. Recently, they spoke to us about developing a learning plan for an initiative they’ve undertaken to build a “patient family centered” culture. Patient family centered care is the practice of building and sustaining mutually-beneficial partnerships among patients, their families, and health care providers. At its core, patient family centered care requires that patients and their families are treated with dignity and respect. (We love that part!) One aspect of this best practice requires the interpersonal competence to be able to connect and communicate with people in a way that is meaningful for them and meets their individual needs. In many cases, this is a paradigm shift for hospital personnel because patients and families must be viewed as equal and important members of the health care team. For health care, this is a revolution. And, it can be a revolution for all other industries as well.
What do you think it would be like if all organizations treated their customers – all the time – with dignity and respect? There are some core principles of patient family centered care that translate well to any industry and all customers. Here are some of the guidelines for making an organization more customer-centered. What improvement ideas and/or challenges come to mind for you as you read them?
· Service is customized according to the customer’s needs and values.
· The customer is the source of control.
· Knowledge is shared and information flows freely.
· Decision making is evidence-based.
· Transparency is necessary.
· Needs are anticipated.
· Waste is continuously decreased.
· Cooperation among service providers is a priority.
I practice yoga several times each week, and benefit from it in so many ways. In addition to its physical, mental and spiritual benefits, I receive repeated and unexpected lessons in respect. As we arrive in the studio, we remove our shoes and place them in cubby holes. When we enter the room for our practice, we refrain from talking so everyone can prepare to the sound of gentle music and their own beating hearts. We put our props away carefully when done, clear our places after practice, and create a clean and open space for the people who will come after us. All of these actions, albeit small, are expressions of respect. I have learned to appreciate it enormously when I see that someone who went before me made things a little easier so I may enjoy my practice even more.
From yoga, I learn that expressions of respect, no matter how small, create a smoother life. Being respectful of things and people creates space for others to be respectful. That’s what I notice more than anything . . . respect begets respect. When it’s clear that someone has shown respect for me, and they don’t even know me, I am compelled to show respect for the next person. And, this idea follows me as I leave yoga. I like the feeling of showing and receiving respect in small ways. So, I ask myself, and you:
What small action can you take right now to make someone else’s life a little easier?
What would your life be like without the sweet and small courtesies (i.e., saying please and thank-you, leaving a place better than you found it, holding the door open for the person coming in behind you, etc.)?
How does being respectful make you feel valuable and an important part of your community?
As my day begins tomorrow with yoga, I will commit to treat everything and everyone with respect. I’ll bet it’s going to be a smooth day.
I attended a networking event where the speaker talked about his research on what makes groups and teams “extraordinary.” The information he shared was practical and helpful. And although he didn’t specifically say that respect matters in building extraordinary teams, he talked about what I consider to be respectful actions, such as accepting differences and listening to the contributions of others. His talk got me thinking about how respect can influence whether or not a group is extraordinary-meaning that the group gets great results, shares a sense of purpose, and is engaged. What would a group be without respect?
How can you instill respect into a group quickly and witness some pretty “extraordinary” results?
Here are some tips:
• Define shared values. Values serve as powerful guideposts to actions and attitudes. Get your team together and select 5 core values that guide everything you do.
• Establish behavior norms. Involve everyone in the group to agree on the standards of behavior that will guide everyone’s interactions. Examples include: come to meetings prepared; turn off cell phones during meetings; and question someone’s ideas, not their values.
• Explore and honor different perspectives. Next time your group is given a project or is expected to meet a specific goal, bring the group together and invite different ideas about how to go about it. Brainstorm freely and encourage the group to think creatively. See if you can come up with an entirely new approach to an ‘old’ situation.
Recently, I spoke with one of our clients, Cynthia Davies from the Minneapolis Clinic of Neurology. She’s not only the Director of Human Resources there, she’s also a valued Madd-Steiny partner. Cindy and her team are in the middle of implementing our respectfull teams program across the organization. I asked Cindy why she chose this program, given that she had lots of choices in the marketplace. Here’s what she had to say:
“This program is in line with our core values in 2004, which includes ‘building a respectful work environment’. Since we rolled out the core values, we have always strived to link them to programs, training and decisions we make in the organization. To me, it seemed logical that this was a program we could use to emphasize our core values and build upon our strengths.”
Since they introduced the program in late 2009, Cindy has seen lots of discussion around the concepts of respect. “I have noticed people talking about respect much more. People are asking themselves: What can I do to achieve the results I want?’ and What can I do to change the course of things?”
Finally, I asked Cindy about her hopes for the organization after the program is presented to everyone in the organization. Cindy said: “My hope is that everyone will see that it’s all about how we treat people. If we do a good job behind the scenes, it will filter out to the patients. You can’t help it! You feel it as a patient and a customer when there is a respectful culture.”
Madd-Steiny clients like Cindy at the Minneapolis Clinic of Neurology are discovering the power of respect. Are you ready to build a respectful culture? Visit our website to see how Madd-Steiny can help.
I’m a human being. Yep, I admit it. And, as one, I am guilty of looking outside of myself for the cause of my problems, my feelings, and my results. Irritating. I know I shouldn’t, because I have a giant responsibility (if not the sole responsibility) for everything that happens in my life. Duh. So why is it that I sometimes find myself looking around me for causes when the results aren’t what I’d like? Why does anyone?
When I look outward, it’s because I don’t want to look at the character flaws I know I possess. It’s easier to notice someone else’s flaws. It doesn’t sting as much. But, it is not only disrespectful toward the other . . . it’s disrespectful to myself. By reducing me and those around me to a set of flaws by which I apply a measuring stick, I am setting myself and them up for failure.
I have a choice every day to look at myself as a miracle (and to see others that way too). It is miraculous what we can achieve – alone and together, flaws and all. So, how can I make this my reality? How can I show myself more respect?
I resolve to look more closely at my strengths, rather than to dissect my flaws. (Because when I focus on my flaws, it makes me feel lousy and to make myself feel better, I start to look at the flaws of others.)
I resolve to pay more attention to what I am doing to influence the results I am getting. (Because it’s hardly ever someone else’s fault when my results aren’t good.)
I resolve to lighten up when I foul up. (Because, I am a human being, and sometimes, doo doo happens.)
I believe that we are all called to speak about or focus on topics that “call us”. The topic and practice of respect has been calling me for a couple of years now. I’m proud that my partner and I have answered the call. Interestingly, as the journey continues, so does my fascination with it.
My thoughts today are on the well know lyrics of a popular song by Aretha Franklin.
R-E-S-P-E-C-T
Find out what it means to me
I find myself singing those lyrics with great passion, hoping that the people in my life ask me the question that I long to answer for them. What does it mean to me?
In the quiet of my space, I wonder if they are longing to have me ask them the question.
What does respect mean to you? Let us know what respect means to you.
