Creating Resilient Creating Resilient Employees in a Thriving Employees in a Thriving

EnvironmentEnvironmentKris HaugenKris Haugen

Park Nicollet Health ServicesPark Nicollet Health Services

2007 AWC Health Academy2007 AWC Health Academy

AgendaAgenda

The changing face of stressThe changing face of stress Resilience – Hardiness skillsResilience – Hardiness skills Workplace guidelines for long term Workplace guidelines for long term

success success Helping employees cope immediatelyHelping employees cope immediately Wrap Up/DiscussionWrap Up/Discussion

The Changing Face of StressThe Changing Face of Stress

Stress statisticsStress statistics The pace of the worldThe pace of the world The pace of our workplacesThe pace of our workplaces

Stress StatisticsStress Statistics

51% of employees felt fatigue and 51% of employees felt fatigue and out of control on the jobout of control on the job

50% missed 1-2 days per year due to 50% missed 1-2 days per year due to stressstress

46% come to work 1-4 days per year 46% come to work 1-4 days per year too stressed to be effectivetoo stressed to be effective

CommPsych Poll - 2006CommPsych Poll - 2006

The Pace of the WorldThe Pace of the World

TechnologyTechnology Consumerism and MarketingConsumerism and Marketing Multi-taskingMulti-tasking Family LifeFamily Life CommutingCommuting

The Pace of the WorkplaceThe Pace of the Workplace

TechnologyTechnology The changing face of employees – The changing face of employees –

turnover, demographicsturnover, demographics Market demandsMarket demands Justifying your job – from determining Justifying your job – from determining

critical functions to outsourcing critical functions to outsourcing

MORE WITH LESSMORE WITH LESS

Reflection on StressReflection on Stress

It is not necessarily It is not necessarily the amountthe amount of of stress people experience at work, but stress people experience at work, but how quicklyhow quickly they recover from the they recover from the effects that is important to their effects that is important to their health and wellbeing.health and wellbeing.

(Cropley and Purvis, 2004)(Cropley and Purvis, 2004)

Why Resilience?Why Resilience?

We need to learn to We need to learn to

not only survive, but not only survive, but

thrive in this environmentthrive in this environment..

Definition of ResilienceDefinition of Resilience

Resilience – from Latin “to leap back”Resilience – from Latin “to leap back” Definition: Definition:

The process and experience of being The process and experience of being disrupted by change, opportunities, disrupted by change, opportunities, stressors and adversity, and, after stressors and adversity, and, after

introspection, accessing gifts and introspection, accessing gifts and strengths to grow stronger through strengths to grow stronger through disruption. disruption.

Journal of Health Ed, 1990Journal of Health Ed, 1990

Resilient PeopleResilient People

Look for opportunities in problemsLook for opportunities in problems Have a positive attitudeHave a positive attitude Fight the victim mentalityFight the victim mentality Find their power in every situationFind their power in every situation Overcome difficultiesOvercome difficulties Learn from mistakesLearn from mistakes

Burnout Associated with:Burnout Associated with:

Older workersOlder workers UnmarriedUnmarried Manual occupationsManual occupations High alcohol intakeHigh alcohol intake OverweightOverweight Physically inactivePhysically inactive History of physical or mental illnessHistory of physical or mental illness

Creating a Resilient WorkplaceCreating a Resilient Workplace

1. Hardiness skills1. Hardiness skills

2. Psychologically healthy work 2. Psychologically healthy work environment environment

3. Immediate coping skills and 3. Immediate coping skills and resourcesresources

1. Provide hardiness 1. Provide hardiness skillsskills

Components of HardinessComponents of Hardiness

Control – Control – make decisionsmake decisions

Commitment - Commitment - involvedinvolved

Challenge – Challenge – stress is positivestress is positive

Individuals with Hardiness SkillsIndividuals with Hardiness Skills

Don’t give up easily under pressureDon’t give up easily under pressure

Are ill less oftenAre ill less often

Adapt to stressAdapt to stress

Hardiness ResultsHardiness Results

Managers with high hardiness and Managers with high hardiness and low stress – 35% fewer sick hourslow stress – 35% fewer sick hours

Managers with high hardiness and Managers with high hardiness and HIGH stress – 57% fewer sick hoursHIGH stress – 57% fewer sick hours

Cultivate HardinessCultivate Hardiness

In hiring practicesIn hiring practices

Develop coping skillsDevelop coping skills

Supportive workplace policiesSupportive workplace policies

2. Create a 2. Create a Psychologically Healthy Psychologically Healthy

WorkplaceWorkplace

Guidelines from the Guidelines from the American Psychological American Psychological

AssociationAssociation

Psychologically Healthy Psychologically Healthy Workplaces have:Workplaces have:

Employee involvementEmployee involvement

Work-life balance Work-life balance

Employee growth and developmentEmployee growth and development

Health and safety Health and safety

Employee recognition Employee recognition

http://www.phwa.org/intheworkplace/index.phphttp://www.phwa.org/intheworkplace/index.php

Employee InvolvementEmployee Involvement

Self-managed work teamsSelf-managed work teams

Employee committees or task forcesEmployee committees or task forces

Continuous improvement teamsContinuous improvement teams

Participative decision-makingParticipative decision-making

Employee suggestion forums, such as a Employee suggestion forums, such as a suggestion box and monthly meetings suggestion box and monthly meetings

Work-Life BalanceWork-Life Balance

Flexible workFlexible work

Childcare assistance Childcare assistance

Eldercare benefitsEldercare benefits

Personal financial resources Personal financial resources

Benefits for family members and domestic Benefits for family members and domestic partners partners

Flexible leave options beyond FMLAFlexible leave options beyond FMLA

Employee Growth and Employee Growth and DevelopmentDevelopment

Continuing educationContinuing education Tuition reimbursement Tuition reimbursement Career development or counselingCareer development or counseling Skills trainingSkills training Opportunities for promotion and Opportunities for promotion and

internal career advancement internal career advancement Coaching, mentoring, and leadership Coaching, mentoring, and leadership

developmentdevelopment

Health and SafetyHealth and Safety

Training and safeguards Training and safeguards Health promotion programs Health promotion programs Adequate health insurance Adequate health insurance Health screenings Health screenings Access to health/fitness/recreation Access to health/fitness/recreation

facilities facilities Resources for life problemsResources for life problems

Healthy PoliciesHealthy Policies

Seatbelt use in city vehiclesSeatbelt use in city vehicles No smoking in city vehiclesNo smoking in city vehicles Emergency procedures practicedEmergency procedures practiced Flexible work schedulesFlexible work schedules Excessive OT discouragedExcessive OT discouraged Shift workers scheduled for adequate restShift workers scheduled for adequate rest Absenteeism policy rewards no sick useAbsenteeism policy rewards no sick use Alcohol/drug policy on par with industryAlcohol/drug policy on par with industry

Environmental SupportEnvironmental Support

Low sugar vending programsLow sugar vending programs Workout/walking areas and showersWorkout/walking areas and showers Natural lightNatural light Adjustable heating and ventilationAdjustable heating and ventilation Low noise levelsLow noise levels Ergonomically correct furniture and Ergonomically correct furniture and

equipmentequipment Stairs clean and well litStairs clean and well lit

Employee RecognitionEmployee Recognition

Fair monetary compensation Fair monetary compensation Competitive benefits packages Competitive benefits packages Acknowledge contributions and Acknowledge contributions and

milestones milestones Performance-based bonuses and pay Performance-based bonuses and pay

increases increases Employee awards Employee awards Recognition ceremonies Recognition ceremonies

CommunicationCommunication

Provide feedback to management Provide feedback to management Have clear goals and actions of the Have clear goals and actions of the

organization and senior leadership organization and senior leadership Involve employees Involve employees Use multiple communication channels Use multiple communication channels Lead by exampleLead by example Communicate information to all about the Communicate information to all about the

outcomes and success of specific outcomes and success of specific psychologically healthy workplace psychologically healthy workplace practicespractices

Feedback to ManagementFeedback to Management

Employee surveysEmployee surveys Town hall meetingsTown hall meetings Suggestion boxesSuggestion boxes Individual or small group meetings Individual or small group meetings

with managerswith managers Organizational culture that supports Organizational culture that supports

open, two-way communicationopen, two-way communication

Clear Goals and ActionsClear Goals and Actions

Making the goals and actions of the Making the goals and actions of the organization and senior leadership organization and senior leadership clear to workersclear to workers

Communicate key activities, issues Communicate key activities, issues and developments to employeesand developments to employees

Develop policies that facilitate Develop policies that facilitate transparency and openness.transparency and openness.

Involve EmployeesInvolve Employees

Assess the needs of employees and Assess the needs of employees and involve them in the development and involve them in the development and implementation of psychologically implementation of psychologically healthy workplace practices.healthy workplace practices.

Use Multiple Use Multiple Communication ChannelsCommunication Channels

Use multiple channels to Use multiple channels to communicate the importance of a communicate the importance of a psychologically healthy workplace to psychologically healthy workplace to employees employees

Print and electronic Print and electronic orientation and trainings orientation and trainings staff meetings staff meetings public addresses public addresses

Lead by ExampleLead by Example

Encourage key organizational leaders Encourage key organizational leaders to regularly participate in to regularly participate in psychologically healthy workplace psychologically healthy workplace activities in visible waysactivities in visible ways

Communicate InformationCommunicate Information

Communicate information about the Communicate information about the outcomes and success of specific outcomes and success of specific psychologically healthy workplace psychologically healthy workplace practices to all members of the practices to all members of the organization.organization.

3. Provide immediate 3. Provide immediate coping skills and coping skills and

resourcesresources

Immediate Coping SkillsImmediate Coping Skills

Mindfulness meditationMindfulness meditation Relaxation techniques – deep Relaxation techniques – deep

breathingbreathing Yoga or Tai ChiYoga or Tai Chi MassageMassage FoodFood LaughterLaughter Problem-solving skillsProblem-solving skills SleepSleep

More Coping SkillsMore Coping Skills

Cognitive AppreciationCognitive Appreciation Positive Re-appraisalPositive Re-appraisal ImageryImagery Smile when stressedSmile when stressed Attitude managementAttitude management Heart Math or Freeze Frame Heart Math or Freeze Frame

techniquestechniques Positive psychologyPositive psychology

Positive PsychologyPositive Psychology

Strength-based approachStrength-based approach Find “authentic happiness”Find “authentic happiness” 24 signature strengths – 5 related to 24 signature strengths – 5 related to

wellbeing:wellbeing:– HopeHope– LoveLove– ZestZest– GratitudeGratitude– CuriosityCuriosity

ResourcesResources

Employee Assistance ProgramEmployee Assistance Program Quiet or Serenity RoomQuiet or Serenity Room Places to walkPlaces to walk Managers and HR staff with open door Managers and HR staff with open door

policiespolicies Flex time policiesFlex time policies Training on communication skills, Training on communication skills,

negotiation, dealing with difficult negotiation, dealing with difficult people, decision makingpeople, decision making

Park Nicollet – Case StudyPark Nicollet – Case Study

Committee – Resiliency think tankCommittee – Resiliency think tank HR DirectorHR Director Benefits ManagerBenefits Manager Employee Health DirectorEmployee Health Director Employee Relations DirectorEmployee Relations Director Two Change Management LeadersTwo Change Management Leaders Training ManagerTraining Manager Spiritual Care ManagerSpiritual Care Manager Behavioral Health Services DirectorBehavioral Health Services Director VP of Park Nicollet Institute – research armVP of Park Nicollet Institute – research arm Trainer – Resilience effortTrainer – Resilience effort Health Promotion ManagerHealth Promotion Manager

Efforts to DateEfforts to Date

Vision process: become employer of Vision process: become employer of choice choice

Data collection – HR, work comp, Data collection – HR, work comp, benefits, exit interview informationbenefits, exit interview information

Catharsis to talk as a groupCatharsis to talk as a group

Next StepsNext Steps

Five key statementsFive key statements Presentation to Executive LeadershipPresentation to Executive Leadership Plan to promote and highlight current Plan to promote and highlight current

resources and efforts - websiteresources and efforts - website Work within current structures and Work within current structures and

opportunities to strengthen effortsopportunities to strengthen efforts Employee Relations training with managersEmployee Relations training with managers Healthy Living stress management campaignHealthy Living stress management campaign Change Management group pilotChange Management group pilot Training and Development offeringsTraining and Development offerings

DiscussionDiscussion

What more can we do to foster What more can we do to foster resilience in our employees?resilience in our employees?

How can you enhance your personal How can you enhance your personal resilience?resilience?

Remember:Remember:

Engage employeesEngage employees

Be transparentBe transparent

Help createHelp create

stress awarenessstress awareness