Communication

A story is a great way to connect with patients and co-workers. This workshop shows you simple ways to share your story.

Training description

Discover how to harness the power of storytelling. Learn our fool-proof technique for sharing your story, inspiring others and spreading successful practices throughout Kaiser Permanente.  

Path to Performance

Levels 1—5

Duration

Usually 90 minutes, but this training can be customized to suit your team's needs.

Who should attend

This in-person training is for unit-based teams, LMP councils, unit/departments, and other groups.

This training will help you practice listening, develop a succinct message and more.

Training description

This training shows how to get a message across to Kaiser Permanente members, co-workers, supervisors — even family members. Put new skills to work in advocating for change, presenting to your team, promoting KP, training others, giving information to members and advancing your career at KP. 

Path to Performance

Levels 1—5

Duration

Usually 90 minutes, but can be customized to suit your team's needs

Who should attend

This in-person training is for unit-based teams, LMP councils, units/departments and other groups.

Everyone has a voice at Kaiser Permanente — and KP needs to hear yours. This empowering training helps teams understand why every voice matters and how to be sure all are heard. 

Training description

Creating a space where workers feel safe speaking up leads to better patient care and a better workplace. This fast-paced, interactive workshop helps frontline workers and managers learn what a speaking-up culture looks like, why it matters and how to manage difficult conversations through role play and group exercises.  

Path to Performance

Levels 1—5

Duration

Usually 90 minutes, but this training can be customized to suit your team's needs.

Who should attend

This in-person training is for unit-based teams, LMP councils, units/departments and other groups.

“You have two ears and one mouth for a reason,” television’s Judge Judy frequently says, quoting an ancient Greek philosopher. “You should listen twice as much as you talk.” Successful co-leads realize that making a partnership work requires listening and learning from one another. 

Caroline Masikonde, RN, had been a management co-lead with the urgent care team at Largo Medical Center in the Mid-Atlantic States, an experience that helped her understand the importance of valuing her partner’s input. But when she accepted a new role as clinical operations manager in Northern Virginia Audiology in January 2016, she didn’t have any experience in audiology. So she’s relied heavily on her new labor co-lead, Lynn M. Reese, Au.D., a UFCW Local 400 member. Masikonde has learned why audiology UBT members escort patients outside (so they can try out new hearing aids in different conditions)—and her willingness to listen helped the co-leads bond quickly. 

“Lynn is very experienced,” says Masikonde. “I lean on her even now.” 

Reese, on the other hand, was new to the unit-based team structure, since the audiology UBT had just formed. That’s where Masikonde’s expertise came in. “We fit together pretty well,” says Reese. “Caroline is very open to listening and learning new things.”

Reese, too, expanded her knowledge, growing into an appreciation that she and Masikonde have equal say on what’s now a Level 4 UBT. “Everyone contributes,” says Reese. The ability to speak up led to Reese and the rest of the team requesting and receiving approval for an additional booth to test patients’ hearing. 

Relationship tested

Their new relationship was tested when a member—after waiting more than 12 weeks for a refund on a hearing aid that had cost more than $1,000—alerted them, loudly and angrily, to the problem. 

Instead of pointing fingers, UBT members figured out the issue: The refund request had to be processed through a department in Southern California, but the team had no way to follow up once the request was submitted. 

“This lady forced us to look at this and do better for our members,” Masikonde says. “It prompted us to come up with a better workflow,” and now the team has names and contact information for the people who work on the refunds.

“Even though it was a bad situation, she made us want to improve,” Reese says. 

Because the co-leads already were accustomed to relying on and listening to each other, they were able to quickly and calmly handle this tense situation with the unhappy member.

“We really learned our lesson,” Masikonde says. “Recently, we did a refund on a Monday—and by Friday, the member had the check. Lynn and I know our parts and do our dance.”

They finish each other’s sentences; they call each other “Mrs.”; they praise in public and correct in private.

Antronette Moore-Mohead and Joanna Harris are a model couple. They’d make a marriage counselor proud. 

They’ve been together for three years, but they’re not married (to each other, that is)—they’re the unit-based team co-leads in the National Claims department, based in Oakland. Since co-leads frequently move on to new positions, Moore-Mohead and Harris are a long-term couple in the world of UBTs. 

“We are all for the team,” says Harris, a national claims processor and OPEIU Local 29 steward, the UBT’s labor co-lead. “Praising workers’ effort or accomplishments helps keep morale up and folks engaged in their work.” 

“Being transparent is key to succeeding as a team,” adds Moore-Mohead, the department’s processing supervisor and the management co-lead. “Also, honest, clear, concise communication is a must. So is having fun.”

'Let's talk it out'

They share stories and photos of their families, they tease each other about maybe not needing that sugary snack, and they can tell when the other is “in rare form.” Even on days when stress is high, the two know when to give each other space or when to say, “Let’s talk it out.”

“We are free to bounce ideas off of each other, without fear of being shot down,” Harris says.

The positive vibe and mutual respect between the co-leads is apparent, but they are clear that they don’t mix outside of work time to alleviate any appearance of favoritism. 

“I love that Antronette is passionate about her work. She operates from the perspective of ‘there is no Big Me, little you,’” explains Harris. 

The department they lead is responsible for collecting fees and processing claims from services performed outside of Kaiser Permanente facilities. Last year, the high-functioning Level 4 team of 39 claims processors and examiners, who are represented by OPEIU Local 29, saved more than $6 million by negotiating better rates for services rendered outside of the network. 

“It’s important to pay it forward,” says Moore-Mohead. “We want to make sure we are growing our team and others have opportunities to learn.”

Make the most of LMP Videos

Thank you for watching our video! The LMP communications team created it with the hope that you would watch and be inspired to share it with your coworkers and friends.

Videos are one of the most popular and effective ways to educate, entertain and inspire. (YouTube gets more than 1 billion unique visitors every month!)

You have the power to inspire your colleagues and help spread the word about the work that’s being done in partnership by posting a video to your Facebook page or showing it at your next meeting. 

If you are a team co-lead, show it at your next unit-based team meeting. If you are a manager, play it at your next managers' meeting. Facility and regional leaders—share it with other leaders.

Afterward, spend a few minutes asking for viewers' reactions and dicussing takeaways from the video. Are there practices that you or you team can copy?

Videos are time well spent in a meeting. You’ll engage your audience in a way that live presentations often don’t.

And you will have helped strengthened our Labor Management Partnership.

Instructions for handling zipped files

1. Click on the "Download MP4" link.
2. A "File Download" window should pop up asking "Do you want to save or open this file?"
3. Choose "Save."
4. File will be saved as "zipped" file that is your video compressed into a zip archive.
5. Right-click on the file and choose Extract All, then save that WMV file to your computer.
6. Click on WMV to play the video.