An appreciative approach to effective team building
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An Appreciative Approach to Effective Team Building. WELCOME! Craig Roth Carol Chou Marla Rowe-Gorosh Kathy McGrail Norman Jensen Nan Cochran. Introductions: Who are we?.

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An appreciative approach to effective team building

An Appreciative Approach to Effective Team Building

WELCOME!

Craig Roth Carol Chou

Marla Rowe-Gorosh Kathy McGrail

Norman Jensen Nan Cochran

AACH American Academy on Communication in Healthcare ENRICH 2011


Introductions who are we

Introductions: Who are we?

AACH American Academy on Communication in Healthcare ENRICH 2011


Housekeeping

Housekeeping

  • Bathrooms

  • Breaks

  • Beepers

  • Blackberries

  • Evaluations

AACH American Academy on Communication in Healthcare ENRICH 2011


Overview of team track

Overview of Team Track

  • Session I (Sat): Skills for Building Relationships

  • Session II (Sun): Skills for Difficult Conversations

  • Session III (Mon): Delegation, Feedback and Reflection

AACH American Academy on Communication in Healthcare ENRICH 2011


Relationship centered skills for forming highly effective teams objectives

Relationship-Centered Skills for Forming Highly Effective Teams Objectives

Foster the formation of trusting and respectful relationships on team members.

Discover strengths and resources of team members using appreciative inquiry, curiosity, active listening and reflection.

AACH American Academy on Communication in Healthcare ENRICH 2011


Relationship centered skills for forming highly effective teams objectives1

Relationship-Centered Skills for Forming Highly Effective Teams Objectives

  • Appreciate the diversity of individual styles of participating and decision making among members of a team.

  • Practice communication skills needed for effective team development.

AACH American Academy on Communication in Healthcare ENRICH 2011


Today s agenda

Today’s Agenda

  • Build Relationships & Trust

  • Identify characteristics of high performing teams

  • Discover Individual Strengths & Differences

  • Identify personal challenges in teams

AACH American Academy on Communication in Healthcare ENRICH 2011


Warm up exercise

Warm-Up Exercise

  • “Minute Matrix” (shifting pairs)

AACH American Academy on Communication in Healthcare ENRICH 2011


Relationship trust building exercise

RELATIONSHIP & TRUST BUILDING EXERCISE

  • What did you have to give up/leave behind to be here?

  • In small groups

  • Take turns

AACH American Academy on Communication in Healthcare ENRICH 2011


Tuckman s model of team development

Tuckman’s Model of Team Development

  • FORMING—Transition stage from Individual to team

  • STORMING—(Differentiation) Resist Collaboration and Participation (Most Difficult Stage)

  • NORMING—Begin to Accept each other and team Goals

  • PERFORMING—Cohesive, Willing to Make individual Sacrifices

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

Stages of Team Effectiveness

Goals & Means Clarity

AACH American Academy on Communication in Healthcare ENRICH 2011


Team formation

Team Formation

  • Individual/group task

    • Making person-to-person connections

    • Building the “ground of health” by discovering each other’s “light”, strengths and wholeness.

    • Appreciative feedback

    • Delighted curiosity

    • Establish Norms

AACH American Academy on Communication in Healthcare ENRICH 2011


Team norms

Team “Norms”

  • Listen respectfully to each other (even if you disagree)

  • Do not interrupt the speaker.

  • No more than one person speaks at a time

  • All ideas are welcome

  • If you disagree with someone, disagree w/their ideas, but don't attack the person.

  • Seek to understand the other

  • Confidentiality

  • Speak for yourself

  • No fixing

  • Assume positive intent

  • Share "air time"

  • Verbally communicate as much as you feel comfortable with (not share or die).

  • Other (to be determined by the group)

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

Group with dominant leader

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

Group: Talking to the Middle

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

Team/Group Communication

AACH American Academy on Communication in Healthcare ENRICH 2011


Matrix model

Matrix Model

Amina Knowlan, Matrix Leadership Institute

AACH American Academy on Communication in Healthcare ENRICH 2011


Trust

Trust

  • Think about teams you have been on.

    Think about one you would say was/is characterized by an environment of trust.

    -How was an environment of trust established?

    -How did you know an environment of trust was present?

    1. In pairs, take turns sharing stories.

    2. Group discussion

AACH American Academy on Communication in Healthcare ENRICH 2011


Trust1

Trust

“When it comes to teams, trust is all about vulnerability.”

-Patrick Lencioni (The 5 Dysfunctions of Teams ,2008)

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

Team Communication

  • Always freely say what they feel and think

  • Are always direct, truthful, respectful, and positive

  • Openly discuss all decisions before they are made

  • Handle conflict in a calm, caring, & supportive manner

  • Openly explore options to solve problems

  • Do not talk about each other behind their back

  • Do not have a hidden agenda

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

Team Communication Skills

ASKING

With curiosity,

Not knowing, Caring, Respect

LISTENING

-Other, Self,

Verbal, Non-verbal

RESPONDING

-Checking

for Accuracy

-Emotion-Handling

-PEARLS

AACH American Academy on Communication in Healthcare ENRICH 2011


Ask with open ended inquiry

Ask with open-ended inquiry

Goal

  • Find thestorynot “the answer”

  • Search for meaning (personal significance > facts)

AACH American Academy on Communication in Healthcare ENRICH 2011


Ask with open ended inquiry1

Ask with open-ended inquiry

Tasks

  • Ask from a position of “not knowing”- “What that was like for you….”

  • Take a curious and interested stance: “Help me understand……”“How did you feel then?”

  • “Why” questions less effective; provoke defenses

AACH American Academy on Communication in Healthcare ENRICH 2011


Listening

Listening

The Chinese symbol for listening includes two ears and two eyes, a line for undivided attention, and a heart. The ancient Chinese knew that listening is more than hearing words. It is a whole body experience. Some even refer to it as the sacred art of listening. Undivided attention is essential.

AACH American Academy on Communication in Healthcare ENRICH 2011


Skill reflective listening

Skill: Reflective listening

2

The words the

speaker says

The words the

listener hears

1

3

Reflections can clarify

What the

speaker

means

What the listener thinks the speaker means

4

Intention ≠ Impact

(Thomas Gordon, 1970)

AACH American Academy on Communication in Healthcare ENRICH 2011


Reflective listening

Reflective listening

  • Often, our hypotheses are flawed:

    • Speaker may not say what s/he meant

    • Listener may hear it wrong, or interpret tone incorrectly

    • Listener may misinterpret meaning

AACH American Academy on Communication in Healthcare ENRICH 2011


Reflective listening1

Reflective listening

  • Reflection (“checking”)

    • Simple:

      “So you don’t feel appreciated in your job.”

    • Double sided: “So on the one hand, you feel excited to have this new responsibility, and on the other, you’re nervous about whether you can meet the challenge.”

AACH American Academy on Communication in Healthcare ENRICH 2011


Multiple ways to reflect

Multiple ways to reflect

  • Repeating or rephrasing – listener repeats or substitutes synonyms or phrases; mirrors the speaker’s words

  • Paraphrasing – listener restates what speaker said; the meaning is inferred

  • Reflection of feeling – listener emphasizes emotional aspects of communication – deepest form of listening

AACH American Academy on Communication in Healthcare ENRICH 2011


Respond with empathy use pearls

Respond with empathy; use PEARLS

AACH American Academy on Communication in Healthcare ENRICH 2011


Exercise

Exercise

  • What are characteristics of high-performing teams?

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

TEAM

“A small number of people with complementary skills who are committed to a common purpose, set of performance goals, and approach for which they hold themselves mutually accountable.”

Katzenback Harvard Business Review, 1993

AACH American Academy on Communication in Healthcare ENRICH 2011


High performing teams

High Performing Teams*

  • Trust

  • Commitment

  • Master conflict

  • Accountable

  • Focused on results

    *Patrick Lencioni (The Five Dysfunctions of a Team)

AACH American Academy on Communication in Healthcare ENRICH 2011


High performing teams1

High Performing Teams

  • Clear Roles and Responsibilities

  • Clear, valued, and shared vision

  • Optimize Resources

  • Strong Team Leadership

  • Engage in regular feedback (Situation Monitoring)

  • Strong sense of collective trust, team identify, and confidence (Mutual Support)

  • Collaboration and Communication (manage conflict)

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

People See and

Experience

Things Differently

AACH American Academy on Communication in Healthcare ENRICH 2011


Exercise1

Exercise

  • Discovering our differences

  • “People are different “

    (circle 5, discuss with neighbor).

  • Answer “Team Diversity” questions.

AACH American Academy on Communication in Healthcare ENRICH 2011


Exercise2

Exercise

  • Identify something you find personally challenging or difficult about being on a team.

    • When have you felt vulnerable or experienced something challenging in a team or group?

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

END

AACH American Academy on Communication in Healthcare ENRICH 2011


Out take slides

Out take Slides

AACH American Academy on Communication in Healthcare ENRICH 2011


Intention impact

Intention ≠ impact

AACH American Academy on Communication in Healthcare ENRICH 2011


High performing teams2

High Performing Teams

Role

Clarity

Cohesiveness

Communication

Goals

&

Means

Clarity

AACH American Academy on Communication in Healthcare ENRICH 2011


Team formation1

Team Formation

  • Interpersonal issues-inclusion

    • Forming new relations

    • Associating with people on team

    • Each determines the extent of contact and prominence they seek

    • Can I allow myself to be deeply present to the others without needing to fix?

AACH American Academy on Communication in Healthcare ENRICH 2011


Team formation2

Team Formation

  • Group behavior patterns

    • Members move toward similarities

  • Leaders role

    • Active facilitation

    • The team is dependent

AACH American Academy on Communication in Healthcare ENRICH 2011


Cohesiveness

Cohesiveness

Cohesiveness

  • Are attracted to the team

  • Find personal meaning in the team experience

  • Enjoy the company of the other team members

  • Support, nurture, and care for each other

  • Freely share ideas and suggest ways to improve team function

  • Use their unique skills for the benefit of the team

  • Have a strong “we” feeling

  • Routinely develop creative solutions to problems

AACH American Academy on Communication in Healthcare ENRICH 2011


Communication

Communication

Communication

  • Always freely say what they feel and think

  • Are always direct, truthful, respectful, and positive

  • Openly discuss all decisions before they are made

  • Handle conflict in a calm, caring, & healing manner

  • Openly explore options to solve problems

  • Do not talk about each other behind their back

  • Do not have a hidden agenda

AACH American Academy on Communication in Healthcare ENRICH 2011


High performing teams3

High Performing Teams

  • Clear Roles and Responsibilities

  • Clear, valued, and shared vision

  • Optimize Resources

  • Strong Team Leadership

  • Engage in regular feedback (Situation Monitoring)

  • Strong sense of collective trust, team identify, and confidence (Mutual Support)

  • Collaboration and Communication (manage conflict)

AACH American Academy on Communication in Healthcare ENRICH 2011


High performing teams4

High Performing Teams*

  • Trust

  • Commitment

  • Master conflict

  • Accountable

  • Focused on results

    *Patrick Lencioni (The Five Dysfunctions of a Team)

AACH American Academy on Communication in Healthcare ENRICH 2011


High performing teams5

High Performing Teams

Role

Clarity

Cohesiveness

Communication

Goals

&

Means

Clarity

AACH American Academy on Communication in Healthcare ENRICH 2011


Role clarity

Role Clarity

Role Clarity

  • Feel that accomplishments of the team are placed above those of individuals

  • Understand the roles and responsibilities of all team members

  • Have a clear understanding of what other team members expect of them

AACH American Academy on Communication in Healthcare ENRICH 2011


Goals means clarity

Goals & Means Clarity

Goals & Means Clarity

  • Have clarified and agreed upon the real work of the team

  • Clearly understand the goals of the team

  • Agree on how to reach the team goals

  • Agree upon clear criteria for evaluating the outcomes of the team

AACH American Academy on Communication in Healthcare ENRICH 2011


Stages of team effectiveness

Stages of Team Effectiveness

The four stages of team effectiveness are:

Cohesiveness

Communication

Role Clarity

Goals & Means Clarity

AACH American Academy on Communication in Healthcare ENRICH 2011


Stages of team effectiveness1

Stages of Team Effectiveness

The four stages of team effectiveness are:

Cohesiveness

Communication

Role Clarity

Goals & Means Clarity

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

MD

MSA

Patient

LPN

RN

PHARM

PACT

AACH American Academy on Communication in Healthcare ENRICH 2011


Forming new patient aligned care teams

Forming New Patient Aligned Care Teams

Primary Care

Minneapolis Health Care Network

AACH American Academy on Communication in Healthcare ENRICH 2011


An appreciative approach to effective team building

“I invite you to envision yourself as part of a group—many groups—that

Recognize themselves as living, breathing, interconnected organisms.

These groups are living organisms. They have a body, a consciousness,

A biography and unique evolutionary path.”

--Amina Knowlan

AACH American Academy on Communication in Healthcare ENRICH 2011


Reflective listening2

Reflective Listening

Listening is one of the most powerful things people can do.

Goal is to understand the meaning of what is being said

Verbal and non verbal components

AACH American Academy on Communication in Healthcare ENRICH 2011


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