Leadership & Change

Sally Akers

Creating a Leadership Team that is Comfortable with Change

Global Marketing

Challenges and Opportunities: IT plays major role

Effectiveness

Cost Efficiency QualityEffectivenes

s

• Society’s Expectations:

• Changing industry incentives

• Societal shift: information democracy vs. professionally dominated theocracy

Incentives Today:• Disparate• Inconsistent• Fee for service

Incentives Tomorrow:• Coordinated• Predictable• Outcome base

Intellectual capital of medicine

Empowering patients and evidence-based

medicine

3 Confidential Services

Business Trends and Implications

Business and Technology Issues Implications for healthcare

Financial StressNeed to improve operations, reduce costs (labor/non-labor), revenue cycle, ITO opportunity

EMR / Interoperability (Hospital, Physician, HIE, ARRA)

Increased demand for Clin Tran and Clin Optimization, implementation of EMR’s, HIE platform, business driven ROI, PHO, EMR Services

Revenue Cycle Management More patient accounting system implementations, coding (ICD-10, SNOMED, Rx Norm, LOINC), BPO

Business Intelligence (ARRA Quality Reporting)

Increased demand, meaningful use requirements

Cost of Clinical Systems Support and optimization; AM & ongoing optimization

Mergers & Acquisitions Demand for Post Merger Integration (operational improvement and cost reduction), all IT related services

Privacy/Security Increased need for technology consulting

Source: Gartner and HC Insights, 2010

4 Confidential Services

Observations about the

teamVarying Reactions

• Emotional • Cognitive • Intentional

The Resistor

Global Marketing

Changing Goals & Demands: A Timeless Challenge for Organizations

• THEN– Change is either accepted or resisted

• NOW– Multi-dimensional responses to

change › Emotional

› Cognitive

› Intentional

Global Marketing

AMBIVALANCE

7 Confidential Services

Ambivalence is:

• Needed to stimulate “unlearning”

• A necessary precursor for change

• A basis for motivating new action

Dealing with team member ambivalence:

• Foster ambivalence early, foster support later

8 Confidential Services

A one dimensional approach will not work.

The Institute for Corporate Productivity (i4cp)

9 Confidential Services

You can fool all

the people some

of the time and

some of the

people all of the

time, but you

can’t fool all of

the people all of

the time.

—Abraham

Lincoln

September 8,

1858

Clinton, Illinois

Nine Ways to Strengthen your Leadership Team

10 Confidential Services

Recommendation #1: It’s the people...

• The knowledge is in the field

• Leadership without disciples makes change impossible

• Believe in people and they will believe in you...

• Allow people around you, particularly those who work for you, to soar

• Support your people in what they want to do, because that is what they will do best

“Never doubt the capacity of the people you lead to accomplish whatever you dream for them.”

—Ben ZanderConductor, The Boston Philharmonic

11 Confidential Services

Recommendation #2: Embrace the power of culture...

Cultural Understanding

and Appreciation

Aligned Leadershi

p

High Levels of Commitment

Change Emphasizin

g Performance Incentives

Change Reinforcing Organizational

Structure

New Skills, Capabilities, and

Knowledge

Two Way Communicati

on

Culture eats

strategyfor lunch…everyday.

- Anonymous

12 Confidential Services

Recommendation #3: Stay true to yourself...

Vision…

Day dreaming with skills and direction

Voice…Not just works, but meaning

Virtue…Trust yourself and know your weaknesses

Vision is the art of seeing things invisible.- Jonathon Swift, 1711

13 Confidential Services

Recommendation #4: Have a point of view about things...

• Have a set of beliefs about how the "world" should work

• Bring a fervor to those beliefs - and feel comfortable pursuing them in an open, transparent way

• Emancipate people from the paternalistic controls - Father Knows Best - mode

• Understand yourself - be authentic

To me, searching for perfection isn’t anywhere near as interesting as trying to find your own voice.- Charlie Trotter, Chef

Global Marketing

A good traveler has

not fixed plans and is

not intent upon

arriving.A good artist

lets his intuition lead him

whereverit wants.

—Lao-Tzu

Recommendation #5: Lean into your fears...

• Take risks…but, understand the risks

• Accept your imperfections but, develop yourself

• Sometimes you need to falter to enable yourself to accept and embrace new opportunities

• Base yourself in the Present…but, learn from the Past and always plan for the Future

Global Marketing

Recommendation #6: Listen and learn...

• Listening…the critical skill

• Always be a learner, always be a teacher

• Set standards in the way you do your work

• Bring unassailable principles and discipline to your work

• Never tolerate mediocrity

• Your reputation (always) precedes you…

We don’t receive wisdom. We must discover it for

ourselves after a journey no one can take for us or spare us, for it is a point

of view about things.

—ProustRemembrance of Things Past

Global Marketing

Recommendation #7: Resources are everywhere....

• Be ecological—there are plenty of resources around you where ever you happen to be that will help you accomplish almost anything

• Draw on your environment, learn how to align resources

• The virtual world does not tolerate command and control models. Rather, focus on cultivate and coordinate...

• Create the virtual water cooler

• Consciously consider your virtual persona

“We are forming cells within a global brain, a place where the whim of a human being and the reasoning of a machine coexist.”

—Tim Berners-LeesDirectorWorld Wide Web Consortium

Global Marketing

Recommendation #8:Embrace—but measure—change...

• Change—and change frequently. The more success you have in making change work, the more comfortable you are taking it on

• You can morph your career many times by embracing change

• Shore up your change management toolbox with the right skills. It involves a lot more science and process than many think. Things don't change by accident or by random good looks and charm.

One must, from time to time, pursue things that are beyond one’s capacity.—Renoir

Global Marketing

Recommendation #9:Reach out to your network...

The effective network utilizes:• Professional colleagues

• The virtual connections

• Earlier jobs

• Neighbors, friends and colleagues

• Remember, your reputation will always precede you...

If you are planning for one year, plant rice.

If you are planning for ten years, plant trees.

If you are planning for one hundred years, plant people.

—Indian Proverb

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