In this Culture Byte solo episode, Sue discusses the importance of trust between executives and employees in the workplace. She emphasizes the need for both task trust and relationship trust and highlights the impact of individual executive behavior on the perception of the entire team and organization. She explains how defining and delivering on plans and goals can build trust and maximize momentum in an organization. This episode highlights actual data from a hospital that adopted Capstone’s Framework for Achieving Great Results which resulted in significant improvements in many aspects of the organization, including year-after-year increases in the trust-related scores on their annual employee surveys.Closing the “Say-Do Gap” happens as we define and deliver on plans and goals; and in doing so, we build trust and maximize momentum."Trust in senior leadership went from 0.24 below the national average to 0.28 above in one year.""Employees' trust to act on their own without needing approvals increased from 0.09 above the national average to 0.42 above in five years.""Trust in the workplace aligns people around a purpose, embraces goals, and empowers collaboration."

Sue welcomes back Courtney Kloehn, an experienced healthcare executive and Capstone coach, to the podcast. In this episode, Sue and Courtney introduce the 5P model of time, priority and energy management, which includes prioritizing, planning, performing, pausing, and pivoting. They emphasize the need to be thoughtful in how time is used and to focus on high-priority tasks. They also discuss the importance of starting and ending meetings on time, managing email effectively, and delegating tasks. The episode concludes with tips on restoring energy and the importance of building proactivity into processes.The 5P model of time, priority and energy management includes habits and tactics for prioritizing, planning, performing, pausing, and pivoting.Time is a precious non-renewable resource, and it is important to be thoughtful in how it is used.Starting and ending meetings on time shows respect for others' time and can improve productivity.Managing email effectively, setting turnaround times for responses, and clearing the inbox regularly can help reduce overwhelm.Delegating tasks and evaluating what can be put down can free up time for higher-priority activities.Restoring energy through self-care and setting boundaries is essential for maintaining productivity and well-being.BONUS RESOURCES: to get the bonus resources mentioned in this episode email info@capstoneleadership.net and put 'PODCAST-TIME' in the subject line.Daily PlannerFOCUS + ACTION GuideJoin us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

In this episode, Sue welcomes Teresa Feidt, a healthcare executive and Capstone coach, about patient experience and service cultures in healthcare. They discuss the importance of creating a positive service culture in healthcare organizations and share examples of exceptional service experiences. Teresa emphasizes the need for employee-driven teams, behavioral standards, and accountability in improving patient experience. They also discuss the role of service recovery and the importance of building relationships and trust within the organization. Overall, the conversation highlights the connection between employee experience and patient experience in creating a culture of excellence in healthcare.Episode Insights and TakeawaysEmployee-driven teams, behavioral standards, and accountability are key elements in building a service culture.Service recovery plays a vital role in addressing and resolving issues when things go wrong.Building relationships and trust within the organization is essential for improving both employee and patient experience.Recognizing and appreciating employees for their efforts and providing continuous feedback are important in maintaining a positive service culture.Listening to patients and going above and beyond to meet their needs can create exceptional service experiences.Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

In this solo Culture Byte episode, Sue shares a story about how setting goals helped a department change its culture and behaviors. The department focused on reducing absenteeism and created a social contract to achieve this goal. They recognized and rewarded employees with perfect attendance, tracked attendance on a graph, and even created a challenge for a whole pay period of perfect attendance. As a result, absenteeism decreased, patient satisfaction with cleanliness increased, overtime went down, and teamwork improved. Episode Insights and TakeawaysSetting department goals with employees can create a social contract and drive behavior and culture change.Recognizing and rewarding positive behavior can motivate employees to achieve goals.Tracking progress and sharing data can help employees see the impact of their efforts.Creating mini-challenges can further engage employees in achieving goals.Setting goals that align with organizational objectives can lead to overall improvement in various areas.

In this episode, Sue and Kevin discuss the connection between setting and achieving goals and organizational culture. They emphasize the importance of goal setting in driving culture change and employee engagement. Kevin shares his experience with implementing a goal cycle at Tamarack Health and how it has transformed the organization. They also discuss the role of accountability and ownership in the goal-setting process and the impact of goals on patient care. Overall, they highlight the need for a systematic approach to goal setting and the positive effects it can have on organizational culture.The activities that make up a continuous goal cycle are major contributors to driving culture change, employee engagement, growth, and ultimately improvement in patient care.Episode Insights and TakeawaysA systematic approach to goal setting can provide clarity in mapping out organizational progress.Accountability and ownership are two sides of the same coin in goal setting. Accountability is important in the early stages, but ownership becomes more prevalent as the process matures.Goals involve all levels of the organization and foster a sense of collective responsibility.Goals are aligned with the organization's pillars of success and contribute to the overall mission and vision.Regular evaluation and measurement of goals are essential for continuous improvement as the actions are being taken toward achieving goals and bettering patient care.Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

In this episode, Sue welcomes Capstone’s Co-Founder Jane McLeod, to discuss the importance of teamwork and how it can maximize momentum in an organization. Jane shares examples of fostering teamwork, such as COO Brian Rauzi's Team 90th and highlights the key elements of effective teamwork: belief, connection, and consistency. They emphasize the need for leaders to inspire belief in the team's goals, foster a sense of connectedness among team members, and consistently align teamwork with all aspects of the organization. They also discuss the benefits of teamwork, including improved patient outcomes and increased innovation. Episode Insights and Takeaways:Belief in the team's goals is essential for maximizing momentum and achieving success.Creating a sense of connection among team members fosters collaboration and innovation.Consistency in aligning teamwork with all aspects of the organization ensures sustained success.Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

In this episode, Sue discusses the communication challenges faced by leaders and employees in organizations. She highlights the problem of communication not being received by the intended recipients, leading to frustration and confusion. Sue introduces the concept of 'splatter' as a common mistake made by leaders, where they try to communicate important information through multiple channels, resulting in a moving target and information overload. She emphasizes the need for a specific and consistent communication plan, with one channel and timing for each type of communication. Sue provides an example of a hospital CEO who sends a consistently timed monthly email update on strategic goals, demonstrating the effectiveness of consistent and timely communication.Episode Insights and TakeawaysCommunication challenges often arise when information is not received or understood by the intended recipients.The 'splatter' approach, where leaders use multiple channels to communicate important information, can lead to confusion and information overload.The opposite of “splatter” is to streamline and simplify and get very specific about what our communication methods are and the timing of them.Having a specific and consistent communication plan, with one channel and timing for each type of communication, can help overcome communication challenges.

Dr. JoNeil Conley shares her experiences and lessons learned in nursing leadership. JoNeil shares some personal examples of bullying stories which led her to researching bullying and developing the 3C Method to guide organizations to decrease and address incivility. The conversation emphasizes the need to be proactive and courageous as individuals and organizations when it comes to having and upholding standards of conduct.The conversation explores the 3C model for addressing toxic behavior in the workplace: code of conduct, collecting objective data, and having courage.Episode Insights and Takeaways:Bullying in the workplace can have a significant impact on patient care and employee well-being.Hold individuals accountable for their behavior and enforce consequences when necessary.Early intervention is crucial in addressing toxic behavior.Addressing toxic behavior is essential for creating a healthier work environment.You can connect with Dr. JoNeil here: www.drjoneil.comUnlock the COBUMS Quiz: Know Where You Stand www.drjoneil.com/cobums The Meanness Matrix comprehensive guide: www.drjoneil.com/meanness-matrixJoin us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

In this episode, Sue welcomes Courtney Kloehn, a Capstone transformational coach, who shares her experience in her organization, where they tackled the project of defining and aligning their standards of behavior with their core values. The conversation highlights the importance of consistency in reinforcing behavior standards and the challenges and opportunities in changing and merging organizations. Episode Insights and TakeawaysStandards of behavior are essential in healthcare organizations to define and align behavioral expectations with core values.Leaders need to take ownership of the standards and keep them alive through various tactics such as communication boards, training events, and department meetings.Leadership practices, such as giving and receiving feedback, play a crucial role in elevating behaviors and holding employees accountable.Persistent behavior issues should be addressed through one-on-one conversations to ensure accountability and maintain the standards. Leaders have a responsibility to address toxic behavior in the workplace and intervene effectively.Behavior standards may need to be updated to align with strategic priorities.Onboarding processes should include orientation on behavior standards to set new employees up for success.Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

In this episode, Sue discusses the impact of trust, or lack thereof, between the administrative team and the board of directors. She draws on examples from her experiences as a senior executive in healthcare and highlights the need for trust between the board and the executive team to facilitate more effective decision-making . . . and speeding up the timeframe to achieving the desired results. She suggests two tactics to build trust: changing the definition of 'old business' on the board agenda and creating a well-designed strategic plan.Episode Insights and TakeawaysTrust is essential for a culture of achievement and success in organizations.Lack of trust can lead to slow decision-making and excessive rework.To build trust, organizations should revisit the progress and outcomes of past decisions under 'old business' on the board agenda.Having a well-designed strategic plan can also foster trust and speed up decision-making.

In this episode, Sue interviews Charisse Oland about her experiences and lessons learned in healthcare leadership and governance. Charisse highlights real world examples of strengthening leadership and governance as pathways to creating stronger organizations, including improving results and a more positive and thriving workplace culture. The conversation emphasizes the need to focus on positive behaviors and reinforce them, rather than dwelling on what went wrong.Episode Insights and TakeawaysEngaging employees in conversations about what the values mean in their daily behaviors is crucial.Focus on positive feedback and building each other up and reinforcing positive behaviors.Building stronger, thriving workplaces necessitates the nurturing of collaborative behaviors and maximizing board and leadership effectivenessCreating an effective board requires varied backgrounds and expertise, and also a great culture of leadership and collaboration.Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

In this episode, Sue welcomes Julie Coneset, a Capstone transformational coach, who shares her experience in healthcare and human resources, emphasizing the importance of organizational culture. Julie discusses the transformational journey her organization went through, starting with the departure of a CEO and the implementation of a new culture. She highlights the role of employee-driven teams in identifying opportunities for improvement, communication, and training needs. Julie emphasizes the need for open-mindedness and listening to new ideas, as well as creating an environment where employees feel comfortable sharing their suggestions.Episode Insights and TakeawaysTransformational journeys require strong leadership and commitment . . . and an unwavering determination and willingness to engage employees in the process of positive change.New leaders and employees support the desired organizational culture when provided with the tools and training.Open-mindedness and a willingness to listen to new ideas are essential for fostering innovation and growth.Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

In this short solo episode of Culture Bytes, Sue discusses the concept of readiness for culture transformation in healthcare organizations. She emphasizes the importance of continually strengthening the strategic pillars of people, service, and quality, and highlights that this work should always be a priority. Sue explains that instead of assessing readiness, it is more relevant to assess the change challenges that organizations will face in achieving their improvement goals. She also emphasizes the need for commitment to these core strategies and the potential consequences of not prioritizing them.

Community hospital CEO Dan Rohrbach shares highlights from a decade-long journey of growth and improvement at Southwest Health. He emphasizes the importance of balancing speed and staff well-being, managing through crisis, investing in culture, and the value of external expertise. Gain valuable insights on attracting top talent and elevating your organization’s reputation through cultural investmentEpisode Insights & Takeaways:A strong culture can attract talent and make an organization a sought-after place for both employees and patients.Patience is essential in cultural transformation, as it takes time to build a strong foundation. Balancing speed and staff well-being during times of growth are crucial for sustainable success.Investing in culture does indeed yield a positive and measurable return on investment.External expertise can provide valuable insights and accelerate progress.Being genuine and honest builds trust and respect.Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

Adopt a nimble strategic planning approach that is actionable and adaptable, and then uncover and overcome learning needs in order to set people up for successEpisode Insights & TakeawaysA nimble strategic planning process is essential for success.Culture plays a crucial role in executing strategic initiatives successfully.Investing in learning and development can transform culture and drive growth.In this episode, Sue and guest Doug Morse discuss the importance of strategy and culture in healthcare organizations, particularly in rural healthcare. Doug emphasizes the need for a nimble strategic planning process that is actionable and adaptable. They also highlight the connection between culture and strategy, emphasizing the importance of aligning beliefs and behaviors with strategic goals. Doug shares examples of how culture can be transformed through learning and development initiatives, leading to improved outcomes and growth. Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

Healthcare organizations are complex entities and consist of both tangible and intangible elements, all of which can be strengthenedEpisode Insights and TakeawaysGrowing and thriving organizations intentionally design and improve the intangible aspects of their organizationDon't leave culture to chance; deliberately change and improve itSimilar to the consideration paid to designing physical structures and work processes, executives can give thoughtful consideration to designing the culture.Just because you can’t touch it or see it, doesn’t mean you can’t design and improve itIn this short solo episode of Culture Bytes, Sue emphasizes the distinction between tangible and intangible aspects of a healthcare organization and how they interplay. Sue encourages deliberate design and improvement of the intangible aspects of culture, just like any other tangible element of an organization.

Fostering collaboration among diverse teams and organizational tiers.Episode Insights and Takeaways:Assigning goals and creating employee-driven teams can enhance employee engagement and ownership.Building relationships and truly listening to employees are key to effective leadership and culture change.Rural healthcare provides unique opportunities for community engagement and a sense of purpose.In this episode, Sue welcomes Capstone’s Co-Founder Jane McLeod, as her guest. They discuss their love and passion for rural healthcare and the unique opportunities it provides. Jane shares her journey from the bedside to the boardroom and back, highlighting the importance of creating synergy and alignment among personnel from various departments and levelsJane provides valuable insights and tactics for engaging employees, including aligning goals and creating employee-driven teams. The episode concludes with a reminder of the importance of building relationships, breaking down silos, and truly listening to employees.Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

Net revenue grows 69.4% in 3 years - CFO credits culture change.Episode Insights and TakeawaysCulture is dynamic and constantly changing, requiring intentional efforts to shape and improve it.Deliberate culture change can lead to significant improvements in financial performance and other measures.Data, celebration, and leadership are key factors in successful culture change initiatives.In this episode, Sue interviews Matthew Streeter, the Chief Financial Officer for North Country Healthcare. Throughout the episode, Matthew emphasizes the dynamic nature of culture and the need for intentional culture change. He shares examples from his career where deliberate culture change led to significant improvements in financial performance and other measures. Matthew also highlights the role of data, celebration, and leadership in culture change, and encourages CFOs to embrace and invest in culture change initiatives.Join us on beautiful Mackinac Island to gather with healthcare executives who desire to Maximize Momentum by maximizing trust, teamwork, and time. Registration and more details hereRegister by May 20thhttps://www.capstoneleadership.net/upcoming-events/

Embark on a journey to the heart of healthcare, where we dissect the driving force behind every thriving organization: its culture. Drawing on her executive background and extensive work as a strategic coach, Capstone’s co-founder Sue Tetzlaff and guests will share actionable insights and practical steps for successfully navigating the people side of the business of healthcare. Join weekly to be equipped and inspired to uplevel the culture and unlock the next level of potential in your healthcare organization.