Developing Highly Productive & Positive Staff

1. Developing Highly Productive & Positive Staff 10 key management strategies and examples from the Contraceptive CHOICE Project

2. Objectives • Understand what motivates CHOICE staff to be highly productive and positive • Review 10 effective management strategies used to develop an optimal team • Discuss examples from the CHOICE Project

3. We asked staff: What are some things that management/colleagues have done that have helped you become a highly effective and positive member of the CHOICE team?

4. CHOICE staff responded: • Manager’s door was always open if I needed to talk or had questions • There were always opportunities for learning new things • Job expectations were clearly communicated to me Valerie Rainey, CHOICE Receptionist 2007-2012 Amanda Unanue, CHOICE Research Assistant 2008-2011 Christina Buckel, CHOICE Data Manager 2008-

5. CHOICE staff responded: • I never felt like I was “getting in trouble” if I did something wrong • Managers and my co-workers were willing to step in and help get tasks completed to reach goals • Meetings and emails always ended on a positive note Danielle Grunloh, CHOICE Research & Medical Assistant 2010- Ragini Maddipati, CHOICE Study Coordinator 2009- Gina Secura, CHOICE Project Director 2007-

6. CHOICE staff responded… • All staff were treated as important members of the team • I was always thanked verbally and in a written note for a job well done • My perspective is always sought for inclusion in the discussion CHOICE Research Assistants: Elena Jones, 2010- Kristin Rankin, 2008-2011 Torri Brown, 2009-2012 Jenny David, 2008-2010 Hilary Broughton, CHOICE Community Engagement & Dissemination Coordinator, 2009- Jenny Mullersman, Clinical Research Nurse Coordinator, 2006-

7. CHOICE staff responded… • I felt very welcomed to the team when colleagues invited me to lunch the first day of work • Created a supportive environment where I could interact with my colleagues to ask questions and get support • I had opportunities to ask CHOICE doctors and nurse practitioners questions to enhance my clinical knowledge Karen Omvig, CHOICE Education & Training Coordinator 2008- Jenny Waxler, CHOICE Research Assistant 2008-2010 Elex Hobbs, CHOICE Data Assistant 2008-

8. 10 management strategies to develop an optimal team

9. 1. Createeffective leadership • Develop a hiring process that will help identify the best potential candidates • Give constant reinforcement to all staff of the organization’s mission and goals • Develop clear and realistic objectives to accomplish goals with specific roles, expectations and performance standards

10. Effective leadership at CHOICE: • Conducted job skills analysis, used standardized interview and grading systems, candidates interview with multiple members of entire team • Updated staff on progress toward short- and long-term goals at weekly all-staff meeting • Distributed participant quotes on colored paper weekly that reinforced importance of the CHOICE mission & energized staff • Created a comprehensive training manual

11. 2. Encourage staff participation • Have staff participate at all levels of decision making; some of the best ideas occur when given the freedom to voice an opinion • Use all-staff meetings as a forum to troubleshoot system inefficiencies and develop solutions • Construct activities and tasks that promote working together as a team

12. Staff participation at CHOICE: • Used all-staff meeting as forum to increase patient flow efficiency • Staff continuously provided feedback on modifications to clinical and research forms

13. 3. Value each team member • Foster an environment where all staff input is encouraged and appreciated • Select staff to participate on additional projects based on strengths and interests—not solely on job title • Ensure all team members are aware of what role other staff plays on the team

14. Examples from CHOICE: • Managers sought individual input from all staff members on issues affecting the Project • CHOICE receptionist coordinated health fair participation; research assistants participated in data analysis and publications; data manager starred in CHOICE video projects • Implemented “staff expert of the day”: each team member presented information about their role in the project at a staff meeting

15. 4. Open communication • Management is always available to discuss concerns and answer questions • Keep staff updated on what is happening in the organization • Inform staff of how their performance relates to organizational goals

16. Open communication in CHOICE: • Managers always had their doors open • Kept staff updated through: • Emails • Staff meetings • “Water cooler” updates • Conducted individual annual performance reviews with all staff members

17. 5. Train in conflict resolution • Recognize conflicts can arise between staff, especially when workload increases • Provide staff with necessary skills to resolve conflicts between one another • Develop protocol for addressing grievances if staff are unable to resolve problem on their own

18. Conflict resolution in CHOICE • Management conscious of workload increases and remained perceptive to stress levels and potential conflicts among staff • Used small group department meetings to reinforce conflict resolution skills • Consulted with Washington University Human Resources when conflict persisted

19. 6. Provide training and professional growth opportunities • Provide staff with tools necessary to do their jobs successfully • Invite staff to attend low- or no-cost community lectures and seminars relevant to the position or organizational mission • Give staff opportunities to increase their knowledge and skill sets

20. CHOICE training and professional growth opportunities: • Created a personalized day-to-day training schedule for new staff • Invited staff to participate and present in academic conferences • CHOICE doctors held monthly “lunch & learn” educational sessions on reproductive health issues for staff

21. 7. Recognize individual contributions • Make each person feel like an important member of the team • Encourage all members of the team to recognize contributions of a team member • Promote a positive team atmosphere

22. CHOICE examples of individual recognition: Recognized birthdays with a card signed by all staff Recognized individual efforts toward a goal with personal acknowledgement and a certificate at staff meetings Recognized employment anniversary dates with congratulatory homemade banners

23. 8. Provide constructive criticism • Address the incident soon after it happens • Focus on issue at hand—do not mix positive and negative feedback • Choose words that focus on behavior to be changed; not the person • Give reason why it's an issue and state impact it had on staff, organization, or the patient • Collaborate together to come up with ideas for improvement

24. CHOICE example of constructive criticism:

25. 9. Instill cooperation, not competition • Cross train staff—including management—across positions so they can step in when needed • Encourage staff to ask team members for help when needed • Treat staff as capable, competent people and expect them to function as such • Provide a clean, bright, attractive and cheerful workplace

26. Cooperation, not competition at CHOICE: • Manager covered enrollment or phone survey when research assistant was overscheduled • Each staff person at CHOICE has personal work space with adequate lighting and storage

27. 10. Celebrate achievements as a team • Help foster a shared sense of pride • Recognize the success of the team! • Re-energize team to accomplish the next goal

28. Team celebrations at CHOICE: • Celebrated reaching our enrollment goal of 9,256 with a catered party on a weekend that included staff & our families • Management brought snacks to break room with a thank you note for reaching short-term goals • Project Director called an impromptu meeting at the end of day after reaching a long-term goal to toast a job well done with a sparkling beverage • Organized a potluck picnic in the park to thank staff for commitment to excellence and positive work ethic • Received congratulatory emails from CHOICE Principal Investigator & Project Director for reaching goals

29. Summary • Highly productive and positive staff form a cohesive team that get things done • An upbeat team atmosphere can promote quality patient care and satisfaction • Refer to the Effective Staffing & Management module in the Resource Center for additional ideas