Managing

Attracting and Retaining Your Best People

You know that you cannot shrink your way to success, that your people are your most important asset, and that you need to invest in them. But where, specifically, should you invest, and how long before it begins to pay off?

• Determine what talents you need to achieve high performance in your organization
• Learn how to identify and attract those talents, whether your focus is on physicians, nurses, ancillary staff or any other key roles in your organization
• Use specific tools to measure the state of your current organization and identify changes required to best leverage and satisfy your people

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Coping with Difficult People

Some people are harder to care for than others. This program will provide you with strategies and dialogue for interactions with the "personality-challenged" people in your life.

• Strategic interventions for us in difficult situations
• How to determine if the issue is a need to change behavior or a desire to control behavior
• What to do when the difficult people are there every day: challenging staff members

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Effective Meetings, Leadership Skills, and Communication Styles (Half Day)

If you can't run a meeting well, people will not think of you as a good leader.

• Understand your leadership and communication style
• Learn the communication style of others in order to influence them
• Decide what kinds of meetings to have and when
• Use a technique that identifies problems and solutions
• Remain calm and professional in emotionally charged situations
• Plan for powerful presentations

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Confronting Physicians with Disruptive Behavior (half day)

• Learn how to confront disruptive physicians and describe consequences if they fail to change their behaviors
• Find out how to communicate expected civil behaviors for everyone in your organization
• View video examples of difficult conversations so you can pick the style that is most effective for you
• Practice preparing for difficult conversations so you are clear, concise, and courageous
• Improve your general communication skills---speaking with a good voice, listening carefully, using appropriate body language

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Building Effective Teams

Many of today's healthcare strategies require close teamwork among individuals, departments, and organizations that are fundamentally at odds with each other. How can you develop and maintain the trust and loyalty needed to produce the seamless results you are looking for?

• Clarify the nature of cohesive teams vs. traditional work groups
• Identify steps for moving from the traditional group behavior to team-based innovative action
• Learn specific tools for effective communication and conflict resolution when teams break down

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Improving Communication with Patients

This workshop will focus on how physician executives can help their peers focus on patients as customers. Patients can and do change health care providers for many reasons, chief among these reasons are the doctor's "people skills."

The challenge of the physician leader is how to lead, teach, and facilitate that learning to other doctors.

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Physician Performance Management

This program will provoke your thinking about managing the performance of physicians, as well as improve your practical skills and knowledge.

• How to move from process to results
• Establishing standards of behavior and performance
• Managing conflict and giving feedback for lasting outcomes.
• Managing the disruptive physician
• How to reward, punish, sanction, and discipline effectively
• How to prevent claims of discrimination and harassment

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Inspiring Teams to Deliver Great Customer Service

The key to successful customer relationships is to make sure that your teams have the conscious communication skills required to inspire and deliver service excellence.

• Internal customers: keep your team happy by applying service principles to the people you supervise
• Dextification-when to do it, when not to do it
• Have the ability to turn an upset customer/employee into your most loyal customer/employee
• Use listening skills to find out what people really think
• Become a communication master by dropping key phrases that prevent problems from occurring
• Why customer service is a moving target and how to constantly find ways to continuously improve service quality

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Dealing with Organizational Conflict

• Understanding the causes of conflict-escalators and de-escalators
• Using a four-step process for solving problems
• Applying negotiation and conflict resolution models to everyday leadership and management responsibilities
• Determining what you "bring to the table"
• Using collaborative problem-solving to lessen conflicts caused by organizational change

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The Leadership Challenges of Competition and Conflict

• How Competition is Challenging the Traditional Leadership Relationships Between
• Physicians and Organizations and Among Physicians
• The Imminent Competition ? Organization vs Medical Staff; Physician vs Physician
• Causes of Organizational Conflicts and Leadership Challenges
• Values as a Source of Conflict

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Developing a Roadmap for Implementing CPOE

The most important challenge in implementing computerized physician order entry is lack of physician "buy in" or participation. Because of the significant cultural change, many health systems are stalling in their progress and failing to achieve the ROI they envisioned.

• Learn from other organizations' CPOE efforts
• Understand risk and success factors that apply to your organization
• Discuss strategies for organizing clinical teams to lead change
• Discuss how to integrate evidence-based guidelines into the new workflow
• This is not a technology discussion, rather a clinical leadership readiness workshop

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Sustaining a Culture of Service Excellence

Leaders have a responsibility to teach and inspire staff to interact with others in a positive manner. What does it take to develop a culture of service excellence, where commitment to patients is expected and routine?

• How to create accountability for responsiveness to patients and colleagues
• Best practices of medical and non-medical organizations known for service quality
• Three factors that influence discretionary effort
• Essential, must-have structural elements that support desired cultures

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Managing Conflict

When turfism, finger-pointing and distrust run rampant among your people, how can you develop and maintain the relationships required to keep your organization running smoothly - much less continue to grow and compete?

• Clarify the different sources of conflict in order to uncover the root of your problems
• Discuss the consequences of conflict to learn to recognize healthy, functional tensions and unhealthy, dysfunctional conflict
• Learn multiple styles for managing conflict and when each is most likely to work

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Managerial Coaching

Sometimes the only coaching physician managers get is when they are asked to find work elsewhere or removed from a project-which is neither a good use of resources nor an effective performance improvement tool. With the ACPE managerial coaching program, we will gather data from the manager’s colleagues, present the results and help them to practice new behaviors and techniques for optimal effectiveness. Call or email for more information.

Interested in one of these topics? Complete an online request

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