Moderated by: Ash CouillardPresenter: Jane Hastie, Patient Experience Specialist

Topic: Difficult Conversations: Bringing Peace into a Pandemic

Moderated by: Ash Couillard,

Organizational Development

Presenter: Jane Hastie, Patient Experience Specialist

Topic: Difficult Conversations: Bringing Peace into a Pandemic

► Everyone will be muted except the host and moderator

► Ask questions through the Zoom chat box

► All webinars will be recorded and posted on the HHS YouTube for later

viewing

https://www.youtube.com/user/HamHealthSciences/playlists

► For technical issues, please contact the Helpdesk at ext. 43000

2

Webinar Housekeeping

3

Team Dynamics from the Frontline to the

C-Suite

Learning Outcomes:

1) Apply the science of mindset and team

performance to their teams

2) Identify cognitive and behavioural factors

that impact their team’s performance

3) Implement tactical strategies to mitigate

the pitfalls of individual and group dynamics

that hinder performance in order to optimize

their team’s potential

4

Join Tony on June 18th at 10am

5

Today’s Speaker: Jane HastiePatient Experience Specialist

A crisis is a terrible thing to waste”- Paul Romer, Nobel Laureate Economist

6

► COVID-19 is here, presenting itself as an era-defining challenge to our

healthcare systems and global economy with long and short term

consequences for conflict not well understood.

► Our systems were already challenged with fragility; overwhelm in the

system, damaged relationships, budgetary constraints and highly

stressed humans

7

Finding our Peace in a

Pandemic

“To succeed in a condition of ongoing

pandemic, you will need a culture of

unprecedented candor and accountability”

► A diligent focus on ‘speaking up and speaking up well’

► Reimaging self, your capacity and motive to enter into dialogue

8

Reimagining Conversations

9

Best Self/Worst Self

Best Self:

Remember a time when you were

performing at your personal best

Worst Self:

Remember a time when you were

triggered into showing up as your

worst self

Conditions? Trigger (s)

Strengths and qualities Behaviour

Impact Impact

Emotion Emotion

Darlene Chrissley, Organizational Development Specialist, 2010

“Our biggest breakthroughs generally

come after the biggest breakdowns”- Joseph Grenny, Vital Smarts, 2020

10

11

Fundamentals for conflict

resolution:

1. Separate the people from the

problem.

2. Focus on Interests, not positions

3. Invent Options for mutual gain.

4. Insist on using objective criteria.

Fisher, Ury – Getting to Yes - 1981

Fundamental principles for

crucial conversations

1. STATE Model:

• State the facts

• Tell your story

• Ask a question

• Talk Tentatively

• Encourage testing

2. If you don’t talk it out you will act it

out.

3. Unhealthy and Healthy Motives for

conversations.

4. What do I really want?

Crucial Conversations – Vital Smarts - 2020

Motives for dialogue

Unhealthy Motives Motives of Dialogue

Be right Learn

Look good/save face Find the truth

Win Produce results

Punish, blame Strengthen relationships

Avoid conflict Humility

Crucial Conversations – Vital Smarts - 2020

14

Costs of waiting to speak up

“The health of a relationship, team or organization

is a function of: the average time lag between

identifying and discussing problems.”

-Joseph Grenny, Vital Smarts, 2020

Costs of Lag time:

• Waiting < 3 days wastes about $5000.00

• Waiting > 5 days wastes more than $25,000.00

Crucial Conversations – Vital Smarts - 2020

Leaders, in order to survive and thrive in the months ahead, you need a culture that is:

1. COVID-Resistent: Influence behaviours that will make your

employees, physicians, patients and families be safe and feel safe

doing what we do best – providing great care in an ongoing pandemic.

2. Recovery – Acceleration: Pivot quickly to dramatically different ways

of doing business – cutting costs, exploiting new opportunities,

reconfiguring roles, changing your conversations etc. You must rapidly

bring together the right players in conversations of unprecedented

candor to make the best decisions about needed adaptations then

execute flawlessly on those decisions.

3. Virtual-Adapted: We’ve moved irreversibly to new modes of working.

If done casually, all of your old culture weaknesses will be magnified.

You need the cultural strengths and behaviours that will help you turn

this new reality into a strength not a weakness long term.

15 Crucial Conversations – Vital Smarts - 2020

16

Let’s pause for a poll

► Get unstuck – stop having debates, dithering, and denial

► Recognize those things that are seemingly undiscussables and

sacred cows

► Watch for and be mindful of silent collusion

► Stop yourself form irrational slashing, understand what the real

issue is that stands between you and progress

► WHAT IS IT THAT YOU WANT!!??

17

Remain genuine and authentic!

Describe the gap

Describe expected vs. observed

Focus on Facts

Remove “hot words”

Get curious

How do I make sure my employees/physicians and patients are

safe?

How do I make sure my employees/physicians and patients feel

safe?

Resilience: How do I create a culture that is capable of pivoting

quickly to different way so doing business (providing best care for

all)?18

Accountability Steps for

Leaders

“This process within our brains is a three-step loop. First,

there is a cue, a trigger that tells your brain to go into

automatic mode and which habit to use. Then there is the

routine, which can be physical or mental or emotional. Finally,

there is a reward, which helps your brain figure out if this

particular loop is worth remembering for the future…”

19

The Power of Habit

Duhigg, Charles (2012). The Power of Habit, p. 19

►Get the facts

►Explain your understanding

►Listen to others perspectives

►Be present as your best self

►Look for mutual purpose

►Ensure mutual respect

►Change your habits

20

What is it that you want?

► Use “Raise Hand” feature, or type your

question in the chat box

► One question per person

► If we didn’t get to your question, please

forward to: leadershipcoaching@hhsc.ca

21

Let’s Chat!

22

www.hamiltonhealthsciences.cawww.hamiltonhealthsciences.ca

Webinar 1: Fostering Resilience in a Time of Overwhelm

Organizational Development