Slides used by Values Coach CEO Joe Tye in his presentation to the Patient Safety Summit of the Georgia Hospital Association, January 10, 2013

1. The Florence
Prescription
From Accountability to Ownership
GHA Patient Safety Summit
January 10, 2013
Joe Tye, CEO and Head Coach
Values Coach Inc.
Copyright © 2012, Values Coach Inc.

2. https://www.youtube.com/watch?v=Td0r74GRfZ4
The Brave New World of Healthcare video

3. Here’s what we’ll cover today:
Part 1: Your hospital
Part 2: You

4. If you’d like special reports,
workbooks, and other
resources to build on
today’s session, give me
your card or send an email:
Joe@JoeTye.com 4

5. Part 1
Your Hospital
5

12. Question #1
When did the
healthcare crisis
begin?

14. Question #2
When will the
healthcare crisis
end?

16. This story…
16

17. Has a happy
ending!
17

20. Companies that study employee
engagement* consistently find:
~ 25% fully engaged
~ 60% not engaged
~ 15% aggressively disengaged
* e.g. Gallup, HR Solutions, Press Ganey

21. Engaged:
Spark Plugs
21

22. Not Engaged:
Zombies
22

23. Disengaged:
Vampires
23

24. Disengagement
negatively effects…

25. Clinical quality

26. Patient safety

27. Patient
satisfaction

28. Productivity

29. Marketing
image

30. Job security

31. “Whatever the engaged do, the
actively disengaged seek to
undo, and that includes
problem solving, innovation,
and creating new customers...”
Jim Clifton: The Coming Jobs War

32. Disengaged people,
especially disengaged
managers, are a quality
defect
Jim Clifton: The Coming Jobs War

33. But what’s even
more tragic...

34. It has a life-diminishing
impact on the disengaged.

35. “Disengagement [is] one
of the chief causes of
underachievement and
depression.”
Edward M. Hallowell, M.D. in HBR, 12-10

37. The journey from mere
Accountability
to a culture of
Ownership

38. Ac
count
able

39. Accountability
Doing what you are supposed
to do because someone else
expects it of you. It springs
from the extrinsic motivation
of reward and punishment.

40. You cannot hold people
“accountable” for the
things that really matter.

41. Nobody ever changes
the oil in a rental
car!

42. Ownership
Doing what needs to be done
because you expect it of
yourself. Ownership springs
from the intrinsic motivation
of personal pride.

43. 78,945– avg 5 stars As 1-10-13, 1:15am 18,771,563 views

44. “We have hundreds if not
thousands of examples…” 790,639

46. 46

48. Who Owns Left Field?
http://www.youtube.com/watch?v=4SqJz0NgnnE

49. A word about the
assumptions we make.

50. What do you get when
you break the word
“assume” into its
constituent parts?

52. Let’s watch as the
word “assumption”
gets deconstructed
(along with those who
made the assumption)

53. http://www.youtube.com/watch?v=RrAsCQ5nQB0

54. Invisible
Architecture
“Invisible Architecture” is a
trademark of Values Coach Inc.

56. Invisible architecture
is to the soul of your
organization what
physical architecture
is to its body.

57. 3 stages

58. Core Values are
the Foundation

59. Core values
define what you
stand for and
what you won’t
stand for

60. TMC Values …
Honor Tradition, Nourish Dreams

61. Which value do direct
caregivers feel is more
important to executive
leadership?

62. Compassion

63. Productivity

64. OR
AND

65. The Integrity Gap

67. Nobody does it
better than...

68. 68

69. Zappos Family Core Values
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With
Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
Source: Zappos website

70. 1. Deliver Wow Through Service
Core Values Frog thinks anything worth doing is worth
doing with WOW. To WOW, CVF differentiates himself by
doing things in an unconventional and innovative way.
He goes above and beyond the average level of service to
create an emotional impact on the
receiver and give them a positive
story they can take with them the
rest of their lives.
Source: Zappos website

71. When’s the last time you called
a 1-800 call center and months
later remembered the name of
the person you talked to – and
told anyone who would listen
your story?

72. The guiding insights behind
our work at Values Coach…
72

73. Values
are
Personal

74. Values
are
Skills

75. Skills
can be
Learned

76. Skills
must be
Practiced

77. Core Action Value #4
is Courage – and it is
vital to care quality
and patient safety…

78. You want to call a
what?

79. Core Action Value #4 is Courage
You can teach
people the Courage
skills needed to…

80. Call a time-out during
a procedure even
though the delay
annoys everyone else

81. Confront disrespectful
and bullying behavior

82. Walk out on gossip,
backbiting, and toxic
emotional negativity

83. Nobody learns
everything they
need to know in
kindergarten!

84. When a critical mass of
people connect with
and act upon their core
values, they will have a
positive impact on…

85. Corporate culture is
the superstructure

86. Culture is to the
organization what
personality and
character are to the
individual.

87. “Culture influences how
we deliver care, how we
interrelate with our
colleagues, and how
we treat our patients.”

88. Same
business
Different
cultures

89. Culture eats strategy
for lunch!

90. Your hospital has
a strategic plan –
but do you have
a culture plan?

91. Culture is like a patchwork
quilt: the art is in making all
the pieces come together in
a way that is beautiful and
functional

92. Culture doesn’t change
unless people change,
and that is
emotional
work!

93. Emotional attitude
is the interior décor

97. 97

98. A positive workplace
culture begins with
intolerance for toxic
emotional negativity.
98

99. http://www.thatvideosite.com/v/94
Everything’s Amazing and Nobody’s Happy

100. Emotional climate is
determined by what
you expect and what
you tolerate…
100

101. And over time, what
you tolerate will
dominate over what
you say you expect!
101

102. “One toxically negative
person can drag down
morale and productivity
of an entire work
unit.”
102

103. “It is a leadership
responsibility to create a
workplace environment
where toxic emotional
negativity is not
tolerated.”
103

107. 107

110. Building a
culture of
ownership

111. Do you have to start with the
right people on the bus?

112. You can’t always
choose who you have
on the bus!

114. You can’t just throw
all the “wrong”
people off the bus!

116. You can create a bus that
everyone wants to ride

119. By the way, you can…
Get everyone on the
same culture page
for just…

120. Commitment
To the values, vision, and
mission of the organization

121. Commitment is
most important
when the going
gets tough...

122. “We need to see opportunities
where others see barriers. We
need to be cheerleaders when
others are moaning doom-
and-gloom.”

123. “We need to face problems
with contrarian toughness
because it’s in how we solve
those problems that we
differentiate ourselves
from everyone else.”

126. “Brick walls are not
there to stop you, they
are there to make you
prove how much you
want something.”
Randy Pausch: The Last Lecture

127. Engagement
With patients, coworkers,
and with the work itself

128. At Best Buy, a 0.1%
increase in employee
engagement generates
a $100,000 increase in
gross store revenue*
* Harvard Business Review, October 2010

130. Passion
Enthusiasm, positive
attitude, and joy reflected
in everyday actions

135. http://www.youtube.com/watch?v=RxsOVK4syxU
What Teachers Make by Taylor Mali

136. Initiative
Don’t wait around to be
“empowered” – Proceed
Until Apprehended!

137. Can one person
who takes initiative
change your
organization?
137

140. 140

141. Fellowship
Because (as Mother Teresa
reminded us) we are all
children of the same God

144. 144

145. Pride
In your organization, in
your profession, in your
work, and in yourself

146. Pride is reflected in the answer to
that universal icebreaker question:
What do
you do?

147. The most powerful and
cost-effective marketing
campaign your
organization could
ever launch!

148. What do you do?
Thanks for asking!
I’m good at what I do.
I love what I do. I’m proud
of what I do. What I do is
important.

149. What could be more boring than
industrial ventilation systems?

151. BigAssHospital.com
151

152. 12 key lessons we’ve
learned through our
work on cultural
transformation…

154. At Community Hospital in
McCook, the proportion of
employees rating the hospital
“Excellent” increased an
average of nearly
50%.

155. At Mary Lanning Memorial
HealthCare in Hastings, in 18
months employee engagement
increased at a rate Press-Ganey
said would have been expected
to take five years.

156. At Fillmore County Hospital
in Geneva, patient
satisfaction increased in 27
of 30 categories.

157. Lesson #1
Launching a movement is a
lot harder than starting a
program – it is also much
more likely to achieve a
lasting positive impact.

158. Lesson #2
Achieving critical mass
requires approximately 30%
population commitment.
158

159. Lesson #2a
You need enough people
moving fast enough to
escape negativity,
pessimism, cynicism, and
inertia of the past.

160. Lesson #3
People must believe
senior leadership
believes in and is
committed to the
cultural vision.

161. Lesson #4
Middle management’s mere
support is not enough –
they must be gung ho
champions for change.

162. Lesson #4a
The privileges of being a
manager also entail certain
foregone freedoms

163. Lesson #5
Sustainability requires a
growing core of passionate
“Spark Plugs” who have a
personal stake in cultural
transformation.

164. Lesson #5a
Personal stories resonate
better than scripted
lectures.

165. Lesson #6
Embrace the skeptics,
marginalize the cynics,
and plow through
resistance.

166. Lesson #7
Engage potential critics in
a constructive manner –
encourage them to think
like partners in the
change process.

167. Lesson #8
Avoid identification of the
change process with any
single individual or
“program.”

168. Lesson #8a
Create initiative
coherence by being clear
about how various
projects reinforce one
another.

169. Lesson #9
Keep it visible: posters,
banners, screensavers,
newsletter articles, web
pages; include it at the
start of every meeting.

170. Lesson #10
Remember that everyone
listens to the same radio
station: WIIFM.

171. Lesson #11
Balance urgency and
patience; be in it for the
long haul.

172. Lesson #12
In order to be sustainable
over the long-term, the
culture of an organization
must rest on a solid
foundation of values.

173. “If we each do our
part, we will change
our lives for the
better.”
173

174. “If we all do our
parts, we will change
our organizations for
the better.”
174

175. “And in changing our
organizations, we can
change our world for the
better.”
175

176. You’ve heard that you
must be the change
you want to see in the
world, so let’s talk
about you.
176

177. Part 2
You
177

181. 181

182. 182

183. Strategy #1
Transform dreams
into Memories of
the Future

184. 184

186. 186

188. Joe’s horoscope
A breakthrough concept
emerges back at the office
today. A great day to make
a difference, make a friend,
and make a decision and...

189. Joe’s horoscope
A great new opportunity will
come from out of the blue,
but it will be well-disguised –
so pay attention and focus,
and…

190. Joe’s horoscope
Call your
Mom

192. Strategy #2
Re-script negative
self-talk and ditch
emotional baggage

195. Positive self-talk is
weight-lifting for the
brain!

198. Strategy #3
Put The Twelve Core
Action Values™ to
work in your life

200. Core Action Values 1-6:
Laying a Solid
Foundation

201. Core Action Value #1
Authenticity
 Self-Awareness
 Self-Mastery
 Self-Belief
 Self-Truth

202. Core Action Value #2
Integrity
 Honesty
 Reliability
 Humility
 Stewardship

203. Core Action Value #3
Awareness
 Mindfulness
 Objectivity
 Empathy
 Reflection

204. Core Action Value #4
Courage
 Confrontation
 Transformation
 Action
 Connection

205. Core Action Value #5
Perseverance
 Preparation
 Perspective
 Toughness
 Learning

206. Core Action Value #6
Faith
 Gratitude
 Forgiveness
 Love
 Spirituality

207. Core Action Values 7-12:
Taking Effective
Action to Make a
Difference

208. Core Action Value #7
Purpose
 Aspiration
 Intentionality
 Selflessness
 Balance

209. Core Action Value #8
Vision
 Attention
 Imagination
 Articulation
 Belief

210. Core Action Value #9
Focus
 Target
 Concentration
 Speed
 Momentum

211. Core Action Value #10
Enthusiasm
 Attitude
 Energy
 Curiosity
 Humor

212. Core Action Value #11
Service
 Helpfulness
 Charity
 Compassion
 Renewal

213. Core Action Value #12
Leadership
 Expectations
 Example
 Encouragement
 Celebration

214. Strategy #4
Take The Self-
Empowerment
Pledge™

215. Seven Simple Promises
That Will Change Your Life*
* One for each day of the week.

216. http://www.youtube.com/watch?v=FS4IqA5U_Ek
The Pledge at Tri Valley Health System

217. If you’ve been waiting
for someone else to
empower you, you
should know that…

218. No one can empower you
but – YOU – and once you
have empowered yourself…
No one can
take that
power away.

219. The Self-Empowerment
Pledge can give you that
power – but first you need
to invest in yourself…

221. If you knew it would
change your life for the
better – profoundly and
permanently – would you
invest …

222. A minute a day for
the next 365 days

223. Would you give up one
television commercial
a day for a year to
change your life?

224. If your answer
is yes, here’s
what you need
to do.

225. Every morning start
your day by making that
day’s promise – which
will take you about
15 seconds.

226. Repeat the promise
again in in the middle
of your work day.

227. Once more before you
leave for home.

228. And one more time right
before you go to bed.

229. 4 x 15 seconds
= 1 minute

230. Repeat these promises like
you really mean them!

231. Ready?

232. Let’s take a look
at the seven
promises…

233. Monday’s Promise:
Responsibility

234. I will take complete responsibility
for my health, my happiness, my
success, and my life, and will not
blame others for my problems or
predicaments.

235. Tuesday’s Promise:
Accountability

236. I will not allow low self-esteem,
self-limiting beliefs, or the
negativity of others to prevent me
from achieving my authentic goals
and from becoming the person
I am meant to be.

237. Wednesday’s Promise:
Determination

238. I will do the things I’m afraid to
do, but which I know should be
done. Sometimes this will mean
asking for help to do that which
I cannot do by myself.

239. Thursday’s Promise:
Contribution

240. I will earn the help I need in
advance by helping other
people now, and repay the
help I receive by serving
others later.

241. Friday’s Promise:
Resilience

242. I will face rejection and failure
with courage, awareness, and
perseverance, making these
experiences the platform for
future acceptance and success.

243. Saturday’s Promise:
Perspective

244. Though I might not understand why
adversity happens, by my conscious
choice I will find strength, compassion,
and grace through my trials.

245. Sunday’s Promise:
Faith

246. My faith and my gratitude for all
that I have been blessed with
will shine through in my
attitudes and in my actions.

247. Here’s WHY
it works…

248. You keep promising yourself that you
will be responsible, accountable, and
determined; make a contribution, be
resilient in the face of adversity, have a
positive perspective,
and that your faith
will shine through.

249. Then you catch yourself whining and
complaining, procrastinating,
gossiping, blaming others for your
problems, taking when you should be
giving, and pretending
that you have no power.

250. You end up with what
psychologists call…
Cognitive Dissonance

251. Which is trying to simultaneously
hold two incompatible beliefs

252. At that point, one of two
things MUST happen.
Either you take the easy
way and stop making
the promises…

253. Or you keep making the
promises until you begin
to change your attitudes
and your
behaviors.

254. And as you do that, you
will begin to achieve
better results in every
dimension of your life.

255. Read these seven promises
one more time…

257. Now ask yourself these
two questions…

258. Question #1:
If you personally were to take
these seven promises to
heart, would you be better off
than where you are headed now
–
personally, professionally, finan

259. Question #2:
If everyone where you work made
a good faith effort to live these
seven promises, would you do a
better job of serving customers
and of supporting each other?

260. If your answer to these
two questions is…
And if you’re
being honest,
that’s what
your answer
will be.

261. Then why wouldn’t you
invest those 365 minutes
in yourself? Do it,
because no one can
empower you
but you.

262. Will you do it? Will
you give up one TV
commercial a day…
To change
your life?

263. Strategy #5
Expect a miracle

264. If what I covered
today makes sense
and you’d like
more…

265. The 2013 webinar series –
8 programs on personal
achievement and creating
a positive organizational
culture…

266. Bundle #1: Personal and
Professional Success Strategies
266

267. Bundle #2: Leadership and
Culture Strategies
267

268. Early Bird Special ends Friday
$89 per bundle including eBooks
($139 afterward)
$149 for both bundles including
eBooks ($249 afterward)
268

269. To register:
www.valuescoachinc.com
or
319-624-3889
269

270. The upcoming workshop on
designing and building the
Invisible Architecture™ of
your organization…

271. Date: February 5, 2013
Asheville, NC
$149 per person
319-624-3889
271