Humanizing X: Joy in Work 1 Humanizing X: Joy & Empathy at Work
Humanizing X: Joy in Work 2 Joy is one of health care’s greatest assets. Why “joy in work”? And why now?
Joy is a connection to meaning, purpose, and resilience. Joy is a fundamental right.
Humanizing X: Joy in Work 3 Our Journey Map
Stress & 4 Steps to Human Our Culture of Burnout More Joyful Centered Empathy Transformation Work Design
Humanizing X: Joy in Work 4 Creating respectful, empathetic interactions that deliver joy and ease suffering for all people involved in health care, patients, families, and the care team.
Goal of the Human Experience 5 Human Experience Hackensack Meridian Health’s Quadruple Aim Joy
Value Quality/ Safety
Humanizing X: Joy in Work 6 Living Our Beliefs 7 “Joy not burnout should rule the day.”
Donald M. Berwick, MD President Emeritus and Senior Fellow Institute for Healthcare Improvement
Humanizing X: Joy in Work 8 “You cannot give what you don’t have.” 9 Medscape Lifestyle report, 2017
Performance Coaching for Team Leaders: Suji Iyer 4 Steps to More Joyful Work
Human Centered Design
Use improvement Commit to a science to shared improve joy. Identify the responsibility. pebbles in Ask, “What your shoe. matters to you?
Humanizing X: Joy in Work Institute for Healthcare Improvement 11 4 Steps to More Joyful Work
Human Centered Design
Use improvement Commit to a science to shared improve joy. Identify the responsibility. pebbles in Ask, “What your shoe. matters to you?”
Humanizing X: Joy in Work Institute for Healthcare Improvement 12 What matters to you? • I got into health care because… • What makes me proud to work here is… • What matters to me in my work is… • The most meaningful or best part of my work is… • I know I make a difference when… • When we are at our best, here’s what it looks and feels like…
Humanizing X: Joy in Work 13 4 Steps to More Joyful Work
Human Centered Design
Use improvement Commit to a science to shared improve joy. Identify the responsibility. pebbles in Ask, “What your shoe. matters to you?
Humanizing X: Joy in Work Institute for Healthcare Improvement 14 Building Peaks Video
X Talk: Build peak moments 15 Elevation Insight • Rise above the • “A-ha” moments everyday when we experience a burst of revelation
Pride Connection • Capture us at • Social moments our best that are stronger for having been shared with others
Building Peaks 16 Day-to-Day Operations
Celebrations What pebbles would Coaching be most powerful to Development build into peak moments Recognition for the TMX?
Onboarding
Recruiting
17 4 Steps to More Joyful Work
Human Centered Design
Use improvement Commit to a science to shared improve joy. Identify the responsibility. pebbles in Ask, “What your shoe. matters to you?”
Humanizing X: Joy in Work Institute for Healthcare Improvement 18 Human Centered Design
INSPIRATION IDEATION IMPLEMENTATION
19 Empathy is…
Humanizing X: Empathy at Work 20 Empathy vs Sympathy 21 Is empathy something we are simply born with, or is it a skill that we can practice and improve?
Humanizing X: Empathy at Work 22 An exercise in empathy.
Humanizing X: Empathy at Work 23 Humanizing X: Empathy at Work 24 “…create a system where everybody may take joy in their work.” W. Edwards Deming
Humanizing X: Joy in Work 25 Human Centered Design
INSPIRATION IDEATION IMPLEMENTATION
26 Performance Coaching for Team Leaders: Suji Iyer Humanizing X: Empathy at Work 28 Humanizing X: Empathy at Work 29 Performance Coaching for Team Leaders: Suji Iyer Steps
Humanizing X: Empathy at Work 31 HOSPITAL
Humanizing X: Empathy at Work 32 HOSPITAL
PEOPLE
THINGS
Humanizing X: Empathy at Work 33 HOSPITAL
Humanizing X: Empathy at Work 34 ATTITUDES /EMOTIONS
Humanizing X: Empathy at Work 35 Humanizing X: Empathy at Work 36 HOSPITAL
Humanizing X: Empathy at Work 37 HOSPITAL Impact
Humanizing X: Empathy at Work 38 Humanizing X: Empathy at Work 39 Humanizing X: Empathy at Work 40 Team Member Experience Day-to-Day Operations
Celebrations
Coaching Development
Recognition
Onboarding
Recruiting
Choose Experience & 41 Create a Persona Empathy Map
42 Humanizing X: Empathy at Work Steps
43 Steps
People/ Things
What people/things does the person interact with? 44 Attitudes /Emotions
Steps
People / Things
Human Centered Design 45 Attitudes/ Emotions
Steps
People/ Things
What area would be most impactful to focus on? 46 Why? Attitudes/ Emotions
Steps IMPACT
People/ Things
What area would be most impactful to focus on? 47 Why? Elevation Insight • Rise above the • “A-ha” moments everyday when we experience a burst of revelation
Pride Connection • Capture us at • Social moments our best that are stronger for having been shared with others
Ideation & Design Canvas48 Prototype & Test
49 Human Centered Design
INSPIRATION IDEATION IMPLEMENTATION
50 Empathy Skills Lab
Humanizing X: Empathy at Work 51 Guidelines for Humanizing X TLC 1. Time 2. Listen 3. Connect
Humanizing X: Empathy at Work 52 Simulation Skills Lab • Create trios and rotate roles: patient, team member practicing empathy, observer • Role play
Humanizing X: Empathy at Work 53 What has this I can imagine this been like for That sounds very might feel . . . you? difficult.
Are you okay with I’m hearing that… that approach? Express Empathy
I can Let’s solve this understand… Would you tell me together… a little more? Round 1 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most.
Humanizing X: Empathy at Work 55 Round 2 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most.
Humanizing X: Empathy at Work 56 Round 3 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most.
Humanizing X: Empathy at Work 57 Round 4 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most.
Humanizing X: Empathy at Work 58 Simulation Skills Lab Debrief
What did you learn?
What were your successes?
What were your challenges?
Humanizing X: Empathy at Work 59 What is one key learning from today?
Humanizing X: Empathy at Work 60 Our Journey Map
Stress & 4 Steps to Human Our Culture of Burnout More Joyful Centered Empathy Transformation Work Design
Humanizing X: Joy in Work 61 “We must learn to think in moments, to spot the occasions that are worthy of investment… Moments are what we remember and what we cherish.” Dan Heath
Humanizing X: Empathy at Work 62