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.