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  Health Care Managers in Transition: Shifting Roles and Changing Organizations

This book goes beyond rhetoric to describe ten role shifts critical to middle manager effectiveness in the new millennium. Beyond simply labeling these shifts, it provides personal change strategies to execute shifts in attitudes and behavior. Each chapter contains a self-assessment, cases that help the reader distinguish between “the old way” and “the new way”, and the costs and benefits of shifting to the “new way.”

Content
Topics Tools
A New Era for Health Care Managers
  • New Demands and Manager Responses to the Squeeze
  • Ten Role Shifts
From a Provider to a Customer Orientation
  • Viewing Your Service Through the Customers’ Eyes
  • Service Culture Audit
From Getting By to Raising Standards
  • Envisioning and Talking “Excellence”
  • Involving Your Staff in Raising Standards
  • Model for Communicating New Expectations
From Directing to Empowering Your Staff
  • Invitation to an Input Meeting
  • Coaching Employees Use Sound Judgment in Choice Situations
  • Replacing Obstacles with Backup Systems
From Employee as Expendable Resource to Employee as Customer
  • Creating a Close Supportive Team
  • Pulse-Taking and Personal Interviews
  • Language of Appreciation
  • Monitoring Employee Satisfaction and Personal Accountability
From Reactive to Proactive Behavior
  • Freeing Up Time for Proaction
  • Initiative in Increments
  • Doing Your Homework: Blueprint for Making Your Case
  • Energizing Self-Talk
From Tradition and Safety to Experimentation and Risk
  • Adopting an Experimenter’s Mindset
  • Intelligent Risk-Taking
  • Cultivating Allies
From Busyness to Results
  • Process for Monitoring Results
  • Meeting Formats That Emphasize Results
From Turf Protection to Teamwork Across Lines
  • The Meeting Format: Sharing/Problems/Plans
  • Peer Discussion Forums and Mutual Consultation
  • Liaison Teams, Greenhouses, and “Making Our Case” Groups
From “We-They” Thinking to an Organizational Perspective
  • Sharing the Big Picture
  • Keeping the Faith
From Cynicism to Optimism
  • Confronting Others’ Negativity
  • Optimism Injections in Staff Meetings
  • Establishing a “Free Zone”
Gaining Organizational Support for Role Changes
  • Organizational Support Shift by Shift
  • A Supportive Organization Culture and Accountability
Achieving Personal and Organizational Success
  • Your Pattern and Your Choices
 
 

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