“change that makes a difference” - 1199seiu funds€¦ · service excellence emr/new technology...
TRANSCRIPT
Carlos Martinez – Manager, Learning & Staff Development
Lisa Mitchelson – Consultant, 1199 Labor Management Project
“Change That Makes a Difference”
Training Initiatives
Service Excellence
EMR/New Technology
Physical Move to New Building
Marketing & Promotion (New Referrals)
State Budget Cuts – Last 5 Years
Labor Management Relationships
Staff lay offs
Resident Relocations
Labor Management Collaboration
Partnership
Changing Industry
Service Excellence Model
12
Process of Transition
Adapted from: © 2000/03 J M Fisher
Anxiety
Can I
cope?
Happiness
At Last!
Something’s
going to
change
Fear
Will I
know
what to
do?
How will
this
affect
me?
Threat
This is
huge.
What if
I fail?
Guilt
Did I
really
do it
wrong
all
along?
Depression
Who am I?
Gradual
Acceptance
Maybe this
can work. I
can see my
future.
Moving
Forward
Opportunities
This is working
for everyone and
it’s great!
Hostility
I’ll make this work but, I don’t
like it and it’s hard. And I won’t
hide my feelings.
Disillusionment
This ain’t workin’
for me or anyone
else.
Denial
Change?
What
change?
5 Star Service Delivery Activity
• Choose a venue; Hotel, Cruise, Department Store, Restaurant,
• On flip chart describe the elements of a 5 star experience (Friendly, welcoming, comforting ). (Only your top 5 elements)
• Draw this experience
• Report out
Template Checklist
Leadership/Union endorsement
Buy in (what’s in it for me
Business Case
Organizational Support
Experiential Activities
Recognition (What I do matters)
Understanding Service Delivery model
Team Approach to care delivery “all hands on deck”
Diffuse fear of the unknown
Building capacity for trust
Evaluation
Carlos Martinez – Manager, Learning & Staff Development
Lisa Mitchelson – Consultant, 1199 Labor Management Project
“Change That Makes a Difference”