Leading Culture
Healthcare Administration
Heather MW Petrelli, MA, PhD
September 2, 2015
Leading the Culture
• Organizational culture is MUCH MORE than the definition in the text
• Dress code, hours, office set up, employee benefits, turnover, hiring decisions, treatment
of customers and customer satisfaction
• What other concepts to you believe are part of an organization’s culture?
Leader’s Role
• The text indicates “an ideal departmental culture promotes productivity and
employee happiness; increases longevity of employment, increases
cooperation, communication, and teamwork among employees; allows
employees to take pride in their work and instills the desire to achieve more”.
• HOW?
Creating the Ideal Workplace
• Is it better to be fair or consistent?
• Consistency in Expectations – keeping expectations consistent among
employees allows for a feeling of fairness?
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How is this accomplished?
Setting standards – Historical Continuity
Access to resources – Onboarding
Employee Recognition – acknowledgement and consistent feedback is KEY
Leading the People
• Hiring the Right People in the Right Positions
• Why Stupid People Get Hired
• Behavioral interviewing – sample questions
• Servant Leadership
Effective Communication
• Crucial Conversations
• Awareness of those require involvement
Running an Effective Meeting
• Roberts Rules of Order
• Consider the role of Introverts
• In addition to the text, in addition to listing a person’s name after each
agenda item, consider giving time limits as well.
• When a discussion monopolizes the meeting, it may be appropriate to suggest
scheduling a separate meeting to discuss in further detail.
• “In the interest of time and moving the agenda along….”
Taking Interest and Empowering People
• When empowering people with the freedom to act, it is important to follow
up with them.
• Sometimes it is a good strategy to empower a poor performer with an
important task or more responsibility to help elevate them.
• Situational Leadership
Retrieved from:
http://www.kenblanchard.com
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Setting Expectations
• Documentation of conversations and action items
• Articulate consequences
• One Minute Manager
Holding People Accountable
• When set expectations or deadlines you MUST FOLLOW UP
• Help those you are leading stay on task – do the organizational conceptualization
• Follow up takes time but is necessary
• Examples of setting a goal and not asking for progress reports
Coaching and Counseling for Success
• Path Goal Theory – find out the personal goals of your employees and
attempt to integrate them into their position
• “It is important to respond quickly to mistakes made by employees, ONCE
YOU HAVE VERIFIED THE FACTS – Never assume
Recognizing, Rewarding and Retaining
Employees
• Why is it important to hold people accountable in retaining employees?
• How can you hold people accountable?
• Protection – We are DUCKS!
Petrelli Pearls
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Give praise in public and criticism in private
#1 reason why people leave their jobs?
Must check in regularly with the relationship and really mean it
Performance evaluations
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First ask for a self evaluation
Then use it to write your evaluation
Feedback should be given to employees regularly so they are never surprised
Never inflate expectations – meeting expectations is a good thing. Not everyone is exemplary at everything in their job.
• Really utilize people’s strengths
• Have fun! Make work meaningful
Activity for Organizational Structure
• Make a list of all the employees that work or interact within a clinical
pharmacy
• Make a list of all the employees that work or interact within a retail
pharmacy
• Now, create an organizational structure that would work for you if you were
the Director of Pharmacy or the Chief Pharmacy Officer
Activity for Organizational Culture
• Describe the culture of some companies you have worked at.
• What do you perceive is the culture at USF if you were to work here?
• Work as a team to create the ideal workplace culture.