15. “By the end of the war, the Scutari hospitals had been transformed into efficiently-organized, smooth-running operations.” Mark Bostridge: Florence Nightingale: The Making of an Icon
19. Florence Nightingale was the first nurse, the first hospital administrator, and the first effective advocate for the healthcare rights of soldiers and veterans and…
21. “Nightingale’s enduring legacy is socially relevant because the profession of nursing shows signs of losing its soul; it is in crisis.” Barbara Montgomery Dossey et al: Florence Nightingale Today: Healing, Leadership, Global Action
24. Companies that study employee engagement* consistently find: ~ 25% fully engaged ~ 60% not engaged ~ 15% aggressively disengaged * e.g. Gallup, HR Solutions, Press Ganey
25. And it’s getting worse :-o “Disengagement, one of the chief causes of underachievement and depression, is on the rise.” Edward M. Hallowell, M.D. in HBR, December 2010
28. “How do we empower caregivers to empower patients?” Patrick CharmelPresident and CEOGriffin Hospital
29. The only real empowerment is self-empowerment. No one can empower you but you, and once you have given yourself that power, no one can take it away.
30. We need to reconnect with the core values that make the healing professions so special, and that made this nation so great.
32. Accountability Doing what you are supposed to do because someone else expects it of you. Accountability springs from the extrinsic motivation of reward and punishment.
36. Ownership Doing what needs to be done because you expect it of yourself. Ownership springs from the intrinsic motivation of pride.
37. In a culture of ownership, every job description includes first and foremost being a caregiver, last but not least being a janitor, and in between being willing to do whatever else needs to be done.
38. Click for video 65,493– avg 5 stars 14,436,765 views As of 1-28-11, 12:45am
39. The “United Breaks Guitars” videos that went viral on You Tube are a great example of why you must have a culture of ownership – they illustrate the downside of failing to foster such a culture, and the upside of having one.
42. United Airlines has great people – the problem that created the “United Breaks Guitars” PR disaster was a broken culture.
43. Who Owns Left Field? Click here for “Ball Girl” video
44. What attitude do you want to be reflected in the care patients receive at your hospital – Jake or the ball girl?
45. The first impression that patients, visitors, and new employees have of your hospital is the physical facility, and you would not so much as remodel a bathroom without a detailed blueprint.
46. But no one ever recommends your hospital to others because of the beautiful fountain in the lobby; the primary influence on their experience is the culture of your organization.
47. Shouldn’t we put as much thought and imagination into the cultural blueprint as we do the blueprints we create for our physical plant?
48. What do you get when you break the word “assume” into its constituent parts?
49.
50. Faulty Assumption #1 You can’t teach people values – if they didn’t learn in kindergarten, it’s too late.
51. Faulty Assumption #2 Culture is a given – especially in the short term you cannot transform it.
52. Faulty Assumption #3 You can “empower” people without them having doing the work of self-empowerment.
59. “The only assets we have as a company [are] our values, our culture and guiding principles, and the reservoir of trust with our people.” Starbucks CEO Howard Schultz in Harvard Business Review, July-August 2010
60. And as the country song says, if you don’t stand for something, you’ll fall for anything,
61. Auto-Owners Insurance Company has ten core values, and every one of its 3,600 associates is expected to know what those values are, and what they mean in terms of attitude and behavior expectations. As a result, the company has…
72. OR We need to do what Jim Collins talked about. We need to move from the tyranny of “or”, compassion or productivity, to the genius of “and”. AND
73. Failure to clarify core values can lead to a false dichotomy, such as a presumed tradeoff between compassion and productivity. Florence Nightingale calculated cost per patient day because she knew that inefficient hospitals will not be optimally compassionate hospitals.
74. Example #2: Every hospital, explicitly or implicitly, considers integrity to be a core value. But there is…
76. Because there is not a hospital in the world that does not have a hyperactive rumor mill.
77. And what does it say about your hospital’s commitment to integrity if the culturetolerates two peopletalking about a thirdperson who is notin the room?
79. Nobody learns everything they need to know in kindergarten! When you assume that values cannot be taught, you are selling short your employees, your patients, and your organization.
80. The Values Coach course is a 60-module, two day training session on universal personal values.
81.
82. The deepest human values transcend political and religious beliefs, ethnic heritage, social class, and every other superficiality.
83. After all, who wants to be a phony? Core Action Value #1 is Authenticity
84. Don’t we all need to live with integrity, awareness, courage, perseverance, and faith? The first six Core Action Values lay a solid foundation of character strength
85. Don’t we all need the power of purpose, vision, focus, enthusiasm, and service? The second six Core Action Values help us do our work and make a difference
86. Don’t people who live their values inspire and influence others? Core Action Value #12 is Leadership
87.
88. 87 “We know from our research that the people who are clearest about their [personal] vision and values are significantly more committed to their organizations than are those who are not clear about their vision and values.” James Kouzes and Barry Posner: A Leader's Legacy
89. When a critical mass of people connect with and act upon these core values, they will have a positive impact upon…
100. 99 “It is a leadership responsibility to create a workplace environment where toxic emotional negativity is not tolerated.” The Florence Prescription, page 142
114. “One does not have to look far today to see that many of Florence Nightingale’s greatest concerns remain ours too.” Mark Bostridge: Florence Nightingale: The Making of an Icon
117. 1. Commitment To the values, vision, and mission of the organization
118.
119. “We need to see opportunities where others see barriers. We need to be cheerleaders when others are moaning doom-and-gloom.” From The Florence Prescription
120. “We need to face problems with contrarian toughness because it’s in how we solve those problems that we differentiate ourselves from everyone else.” From The Florence Prescription
123. “Committable core values that are truly integrated into a company’s operations can align an entire organization and serve as a guide for employees to make their own decisions.”
124. Zappos Family Core Values Deliver WOW Through Service Embrace and Drive Change Create Fun and A Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More With Less Be Passionate and Determined Be Humble Source: Zappos website
125. At Best Buy, a 0.1% increase in employee engagement generates a $100,000 increase in gross store revenue* * Harvard Business Review, October 2010
137. 7. Fellowship Because (as Mother Teresa reminded us) we are all children of the same God
138.
139. 8. Pride In your organization, in your profession, in your work, and in yourself
140. Pride is reflected in your answer to the universal icebreaker question What do you do?
141. Does your answer convey: I’m good at what I do. I love what I do. I’m proud of what I do. What I do is important.
142.
143. There is no cost to join The Florence Challenge and access a growing library of resources for building a culture of ownership in your organization.
154. Thanks to Joe Tye for writing such an inspiring book!
Notas del editor
Almost 15 million people have watched United Breaks Guitars version 1, 2, 3,. It would take another 24 hours to read all of the other United Stories that have been posted.
The Taylor Guitar Company did their own – How To Pack Your Guitar So United Wont’ Break It.
