When coaching or problem solving, ask thoughtful questions to engage the other person and help them increase their capacity for solving problems on their own. Thoughtful questions motivate the coachee to think, analyze, speculate and express feelings.
When coaching or problem solving, ask thoughtful questions to engage the other person and help them increase their capacity for solving problems on their own. Thoughtful questions motivate the coachee to think, analyze, speculate and express feelings.
This course provides 360 feedback and teaches coaching best practices to improve the performance of unit-based teams.
The LMP is using popular education strategies to improve business and economic literacy on the front line. Staff at the Woodland Hills Medical Center describe how the training brings potentially dry subjects to life.
Receptionist Sam Eckstein encourages his co-workers at the Woodland Hills Medical Center lab not only to meet—but to exceed—patient expectations of excellent service. To back up his coaching, he’s using the knowledge he gained in a new LMP course on business and economic literacy.
During the course, Eckstein and about a dozen other workers and managers learned about the rising cost of health insurance in the United States and the trend toward businesses’ shifting more health care costs to employees.
Because patients are paying more, “Their expectations are higher,” says Eckstein, a member of SEIU UHW. “When patients come in without an order [for a lab procedure], we can’t just send them home,” and inconvenience them by making them come back another day, he says. “We have to help meet their needs.”
Eckstein took part in a pilot project to test the Labor Management Partnership’s new approach using popular education techniques to ensure frontline employees and managers have the context and know-how they need to continue improving team performance and keep Kaiser Permanente affordable.
Popular education turns the old-fashioned schoolroom model of teaching and learning on its head. It is ideally suited to the Labor Management Partnership, which is built on the belief that all employees, managers and physicians bring their expertise and experience to bear on improving service and care at KP. No longer is the teacher or trainer the sole expert in the classroom, there to fill students’ minds with information they passively receive, memorize and repeat.
Instead, popular education taps into participants’ experiences in their communities and workplaces and uses them to generate dialogue. It explores the social and economic context of students’ lives and asks probing questions: What are people happy about? Worried about? Fearful about? Hopeful about? Students are encouraged to analyze that information—and to take action.
Because more health care expense is shifting to the patient, it's important to know what you can offer. As they spend more, they expect more.
Learn where Kaiser Permanente dollars come from—and where they go—so you can provide the best customer service.
Format: Printed flyer or PDF
Size: 8.5” x 11”
Intended audience: Physicians in Chief and physician team leads
Best used: In meetings and trainings. Can be posted on bulletin boards or in offices
Description: Why should physician leaders support unit-based teams? Simply because the teams remain our best hope for a workplace that supports better delivery of care and service. Find out more in this short letter-size piece that features frequently-asked questions about UBTs.
A leaflet that describes the Chief's responsibilities in implementing UBTs.
Format:
PDF
Size:
8.5" x 11"
Intended audience:
UBT co-leads
Best used:
Use this tool to prepare for a coaching conversation and gain insight into specific coaching skills and techniques.
This tool is designed to help co-leads understand specific coaching skills and techniques.
Format:
Word document
Size:
8.5" x 11"
Intended audience:
UBT co-leads
Best used:
Use this tool when you decide feedback is warranted and you want to prepare for a feedback conversation.
This tool provides co-leads with information as to when feedback is warranted and sample steps for a feedback conversation.
Format:
PDF
Size:
8.5" x 11"
Intended audience:
UBT co-leads
Best used:
Use this model to guide your conversations when a team member comes to you for coaching.
This tool provides suggestions on how to provide individual coaching for team members who are struggling or seeking guidance, helping your team achieve maximum results.
Format:
PDF and Word DOC
Size:
18 pages, 8.5" x 11"
Intended audience:
Unit-based team members and co-leads, frontline managers, workers and physicians
Best used:
A quick reference guide with a glossary of terms and additional resources.
The purpose of the Unit-Based Team (UBT) Toolkit is to supply job aids, tools and templates for unit-based team co-leads to use in leading their teams as they engage in performance improvement and learning. The toolkit is organized into nine sections. This is Section 9.
Format:
PDF and Word DOC
Size:
Four pages, 8.5" x 11"
Intended audience:
Unit-based team members and co-leads, frontline managers, workers and physicians
Best used:
To understand the role of sponsors, who engage frontline employees and provide a model for collaboration.
The purpose of the Unit-Based Team (UBT) Toolkit is to supply job aids, tools and templates for unit-based team co-leads to use in leading their teams as they engage in performance improvement and learning. The toolkit is organized into nine sections. This is Section 8.
Format:
PDF and Word DOC
Size:
Six pages, 8.5" x 11"
Intended audience:
Unit-based team members and co-leads, frontline managers, workers and physicians
Best used:
To gain insight into celebrating accomplishments and inspiring your team.
The purpose of the Unit-Based Team (UBT) Toolkit is to supply job aids, tools and templates for unit-based team co-leads to use in leading their teams as they engage in performance improvement and learning. The toolkit is organized into nine sections. This is Section 6.