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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 Teams

  • 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 Teams

  • “Minute Matrix” (shifting pairs)

AACH American Academy on Communication in Healthcare ENRICH 2011


Relationship trust building exercise
RELATIONSHIP & TRUST BUILDING EXERCISE Teams

  • 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 Teams

  • 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



Stages of Team Effectiveness 2011

Goals & Means Clarity

AACH American Academy on Communication in Healthcare ENRICH 2011


Team formation
Team Formation 2011

  • 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” 2011

  • 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


Group with dominant leader 2011

AACH American Academy on Communication in Healthcare ENRICH 2011


Group: Talking to the Middle 2011

AACH American Academy on Communication in Healthcare ENRICH 2011


Team/Group Communication 2011

AACH American Academy on Communication in Healthcare ENRICH 2011


Matrix model
Matrix Model 2011

Amina Knowlan, Matrix Leadership Institute

AACH American Academy on Communication in Healthcare ENRICH 2011


Trust
Trust 2011

  • 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 2011

“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


Team Communication 2011

  • 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


Team Communication Skills 2011

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 2011 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 2011 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 2011

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 2011

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 2011

  • 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 2011

  • 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 2011

  • 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 2011

AACH American Academy on Communication in Healthcare ENRICH 2011


Exercise
Exercise 2011

  • What are characteristics of high-performing teams?

AACH American Academy on Communication in Healthcare ENRICH 2011


TEAM 2011

“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* 2011

  • 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 2011

  • 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


People See and 2011

Experience

Things Differently

AACH American Academy on Communication in Healthcare ENRICH 2011


Exercise1
Exercise 2011

  • 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 2011

  • 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


END 2011

AACH American Academy on Communication in Healthcare ENRICH 2011


Out take slides

Out take Slides 2011

AACH American Academy on Communication in Healthcare ENRICH 2011


Intention impact
Intention ≠ impact 2011

AACH American Academy on Communication in Healthcare ENRICH 2011


High performing teams2
High Performing Teams 2011

Role

Clarity

Cohesiveness

Communication

Goals

&

Means

Clarity

AACH American Academy on Communication in Healthcare ENRICH 2011


Team formation1
Team Formation 2011

  • 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 2011

  • 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 2011

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 2011

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 2011

  • 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* 2011

  • 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 2011

Role

Clarity

Cohesiveness

Communication

Goals

&

Means

Clarity

AACH American Academy on Communication in Healthcare ENRICH 2011


Role clarity

Role Clarity 2011

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 2011

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 2011

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 2011

The four stages of team effectiveness are:

Cohesiveness

Communication

Role Clarity

Goals & Means Clarity

AACH American Academy on Communication in Healthcare ENRICH 2011




MD 2011

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 2011

Primary Care

Minneapolis Health Care Network

AACH American Academy on Communication in Healthcare ENRICH 2011


“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 group—many groups—that

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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