An Appreciative Approach to Effective Team Building

1. An Appreciative Approach to Effective Team Building WELCOME! Craig Roth Carol Chou Marla Rowe-Gorosh Kathy McGrail Norman Jensen Nan Cochran AACH American Academy on Communication in Healthcare ENRICH 2011

2. Introductions: Who are we? AACH American Academy on Communication in Healthcare ENRICH 2011

3. Housekeeping • Bathrooms • Breaks • Beepers • Blackberries • Evaluations AACH American Academy on Communication in Healthcare ENRICH 2011

4. Overview of Team Track • Session I (Sat): Skills for Building Relationships • Session II (Sun): Skills for Difficult Conversations • Session III (Mon): Delegation, Feedback and Reflection AACH American Academy on Communication in Healthcare ENRICH 2011

5. Relationship-Centered Skills for Forming Highly Effective Teams Objectives Foster the formation of trusting and respectful relationships on team members. Discover strengths and resources of team members using appreciative inquiry, curiosity, active listening and reflection. AACH American Academy on Communication in Healthcare ENRICH 2011

6. Relationship-Centered Skills for Forming Highly Effective Teams Objectives • Appreciate the diversity of individual styles of participating and decision making among members of a team. • Practice communication skills needed for effective team development. AACH American Academy on Communication in Healthcare ENRICH 2011

7. Today’s Agenda • Build Relationships & Trust • Identify characteristics of high performing teams • Discover Individual Strengths & Differences • Identify personal challenges in teams AACH American Academy on Communication in Healthcare ENRICH 2011

8. Warm-Up Exercise • “Minute Matrix” (shifting pairs) AACH American Academy on Communication in Healthcare ENRICH 2011

9. RELATIONSHIP & TRUST BUILDING EXERCISE • What did you have to give up/leave behind to be here? • In small groups • Take turns AACH American Academy on Communication in Healthcare ENRICH 2011

10. Tuckman’s Model of Team Development • FORMING—Transition stage from Individual to team • STORMING—(Differentiation) Resist Collaboration and Participation (Most Difficult Stage) • NORMING—Begin to Accept each other and team Goals • PERFORMING—Cohesive, Willing to Make individual Sacrifices AACH American Academy on Communication in Healthcare ENRICH 2011

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12. Stages of Team Effectiveness Goals & Means Clarity AACH American Academy on Communication in Healthcare ENRICH 2011

13. Team Formation • Individual/group task • Making person-to-person connections • Building the “ground of health” by discovering each other’s “light”, strengths and wholeness. • Appreciative feedback • Delighted curiosity • Establish Norms AACH American Academy on Communication in Healthcare ENRICH 2011

14. Team “Norms” • Listen respectfully to each other (even if you disagree) • Do not interrupt the speaker. • No more than one person speaks at a time • All ideas are welcome • If you disagree with someone, disagree w/their ideas, but don't attack the person. • Seek to understand the other • Confidentiality • Speak for yourself • No fixing • Assume positive intent • Share "air time" • Verbally communicate as much as you feel comfortable with (not share or die). • Other (to be determined by the group) AACH American Academy on Communication in Healthcare ENRICH 2011

15. Group with dominant leader AACH American Academy on Communication in Healthcare ENRICH 2011

16. Group: Talking to the Middle AACH American Academy on Communication in Healthcare ENRICH 2011

17. Team/Group Communication AACH American Academy on Communication in Healthcare ENRICH 2011

18. Matrix Model Amina Knowlan, Matrix Leadership Institute AACH American Academy on Communication in Healthcare ENRICH 2011

19. Trust • Think about teams you have been on. Think about one you would say was/is characterized by an environment of trust. -How was an environment of trust established? -How did you know an environment of trust was present? 1. In pairs, take turns sharing stories. 2. Group discussion AACH American Academy on Communication in Healthcare ENRICH 2011

20. Trust “When it comes to teams, trust is all about vulnerability.” -Patrick Lencioni (The 5 Dysfunctions of Teams ,2008) AACH American Academy on Communication in Healthcare ENRICH 2011

21. Team Communication • Always freely say what they feel and think • Are always direct, truthful, respectful, and positive • Openly discuss all decisions before they are made • Handle conflict in a calm, caring, & supportive manner • Openly explore options to solve problems • Do not talk about each other behind their back • Do not have a hidden agenda AACH American Academy on Communication in Healthcare ENRICH 2011

22. Team Communication Skills ASKING With curiosity, Not knowing, Caring, Respect LISTENING -Other, Self, Verbal, Non-verbal RESPONDING -Checking for Accuracy -Emotion-Handling -PEARLS AACH American Academy on Communication in Healthcare ENRICH 2011

23. Ask with open-ended inquiry Goal • Find thestorynot “the answer” • Search for meaning (personal significance > facts) AACH American Academy on Communication in Healthcare ENRICH 2011

24. Ask with open-ended inquiry Tasks • Ask from a position of “not knowing”- “What that was like for you….” • Take a curious and interested stance: “Help me understand……”“How did you feel then?” • “Why” questions less effective; provoke defenses AACH American Academy on Communication in Healthcare ENRICH 2011

25. Listening The Chinese symbol for listening includes two ears and two eyes, a line for undivided attention, and a heart. The ancient Chinese knew that listening is more than hearing words. It is a whole body experience. Some even refer to it as the sacred art of listening. Undivided attention is essential. AACH American Academy on Communication in Healthcare ENRICH 2011

26. Skill: Reflective listening 2 The words the speaker says The words the listener hears 1 3 Reflections can clarify What the speaker means What the listener thinks the speaker means 4 Intention ≠ Impact (Thomas Gordon, 1970) AACH American Academy on Communication in Healthcare ENRICH 2011

27. Reflective listening • Often, our hypotheses are flawed: • Speaker may not say what s/he meant • Listener may hear it wrong, or interpret tone incorrectly • Listener may misinterpret meaning AACH American Academy on Communication in Healthcare ENRICH 2011

28. Reflective listening • Reflection (“checking”) • Simple: “So you don’t feel appreciated in your job.” • Double sided: “So on the one hand, you feel excited to have this new responsibility, and on the other, you’re nervous about whether you can meet the challenge.” AACH American Academy on Communication in Healthcare ENRICH 2011

29. Multiple ways to reflect • Repeating or rephrasing – listener repeats or substitutes synonyms or phrases; mirrors the speaker’s words • Paraphrasing – listener restates what speaker said; the meaning is inferred • Reflection of feeling – listener emphasizes emotional aspects of communication – deepest form of listening AACH American Academy on Communication in Healthcare ENRICH 2011

30. Respond with empathy; use PEARLS AACH American Academy on Communication in Healthcare ENRICH 2011

31. Exercise • What are characteristics of high-performing teams? AACH American Academy on Communication in Healthcare ENRICH 2011

32. TEAM “A small number of people with complementary skills who are committed to a common purpose, set of performance goals, and approach for which they hold themselves mutually accountable.” Katzenback Harvard Business Review, 1993 AACH American Academy on Communication in Healthcare ENRICH 2011

33. High Performing Teams* • Trust • Commitment • Master conflict • Accountable • Focused on results *Patrick Lencioni (The Five Dysfunctions of a Team) AACH American Academy on Communication in Healthcare ENRICH 2011

34. High Performing Teams • Clear Roles and Responsibilities • Clear, valued, and shared vision • Optimize Resources • Strong Team Leadership • Engage in regular feedback (Situation Monitoring) • Strong sense of collective trust, team identify, and confidence (Mutual Support) • Collaboration and Communication (manage conflict) AACH American Academy on Communication in Healthcare ENRICH 2011

35. People See and Experience Things Differently AACH American Academy on Communication in Healthcare ENRICH 2011

36. Exercise • Discovering our differences • “People are different “ (circle 5, discuss with neighbor). • Answer “Team Diversity” questions. AACH American Academy on Communication in Healthcare ENRICH 2011

37. Exercise • Identify something you find personally challenging or difficult about being on a team. • When have you felt vulnerable or experienced something challenging in a team or group? AACH American Academy on Communication in Healthcare ENRICH 2011

38. END AACH American Academy on Communication in Healthcare ENRICH 2011

39. Out take Slides AACH American Academy on Communication in Healthcare ENRICH 2011

40. Intention ≠ impact AACH American Academy on Communication in Healthcare ENRICH 2011

41. High Performing Teams Role Clarity Cohesiveness Communication Goals & Means Clarity AACH American Academy on Communication in Healthcare ENRICH 2011

42. Team Formation • Interpersonal issues-inclusion • Forming new relations • Associating with people on team • Each determines the extent of contact and prominence they seek • Can I allow myself to be deeply present to the others without needing to fix? AACH American Academy on Communication in Healthcare ENRICH 2011

43. Team Formation • Group behavior patterns • Members move toward similarities • Leaders role • Active facilitation • The team is dependent AACH American Academy on Communication in Healthcare ENRICH 2011

44. Cohesiveness Cohesiveness • Are attracted to the team • Find personal meaning in the team experience • Enjoy the company of the other team members • Support, nurture, and care for each other • Freely share ideas and suggest ways to improve team function • Use their unique skills for the benefit of the team • Have a strong “we” feeling • Routinely develop creative solutions to problems AACH American Academy on Communication in Healthcare ENRICH 2011

45. Communication Communication • Always freely say what they feel and think • Are always direct, truthful, respectful, and positive • Openly discuss all decisions before they are made • Handle conflict in a calm, caring, & healing manner • Openly explore options to solve problems • Do not talk about each other behind their back • Do not have a hidden agenda AACH American Academy on Communication in Healthcare ENRICH 2011

46. High Performing Teams • Clear Roles and Responsibilities • Clear, valued, and shared vision • Optimize Resources • Strong Team Leadership • Engage in regular feedback (Situation Monitoring) • Strong sense of collective trust, team identify, and confidence (Mutual Support) • Collaboration and Communication (manage conflict) AACH American Academy on Communication in Healthcare ENRICH 2011

47. High Performing Teams* • Trust • Commitment • Master conflict • Accountable • Focused on results *Patrick Lencioni (The Five Dysfunctions of a Team) AACH American Academy on Communication in Healthcare ENRICH 2011

48. High Performing Teams Role Clarity Cohesiveness Communication Goals & Means Clarity AACH American Academy on Communication in Healthcare ENRICH 2011

49. Role Clarity Role Clarity • Feel that accomplishments of the team are placed above those of individuals • Understand the roles and responsibilities of all team members • Have a clear understanding of what other team members expect of them AACH American Academy on Communication in Healthcare ENRICH 2011

50. Goals & Means Clarity Goals & Means Clarity • Have clarified and agreed upon the real work of the team • Clearly understand the goals of the team • Agree on how to reach the team goals • Agree upon clear criteria for evaluating the outcomes of the team AACH American Academy on Communication in Healthcare ENRICH 2011