Have You Ever Thought. Learning the Dance of Building Collaborative Relationships. Reality: You Are Not Alone. Maybe You Feel Like

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1 Learning the Dance of Building Collaborative Relationships Have You Ever Thought I Can Do it Better and Faster by Myself Who Has Time to Explain it All? Involving Others Will Just Mess Up My Process I ll Catch Them Up Later Maybe You Feel Like Ugh I may have 9 lives but I d prefer not to use them all talking to you. I want it done MY way! Reality: You Are Not Alone Who Else Might Be Involved? Physicians Nurses Discharge Planners Case Workers Pharmacists Family Members Co-Workers Leaders Vendors Community Members What is Collaboration? Defined by Webster as, Working WITH another person or group in order to achieve or do something. Building Relationships is Similar to Dancing the Cha Cha 1

2 Sometimes We re in Rhythm We Forget the Purpose It s Not About Us It s Everything About How We Best Serve the Patient or Resident How Can We Possibly Do That on Our Own? Sometimes We Miss a Step and Hurt Someone Fact Is: We NEED Strong, Collaborative Relationships to Best Serve. All Too Often. Think Dialogue vs. Debate Debate vs. Dialogue Behaviors Debate Assuming that there is a right answer, and you have it. Combative: participants attempt to prove the other side wrong See two sides of an issue About winning Listening to find flaws and make counter arguments Defend own assumptions as truth Defending own views against those of others Searching for flaws and weaknesses in others positions By creating a winner and loser, discouraging further discussion Seeking a conclusion or vote that ratifies your position Dialogue Assuming many people have pieces of the answer Collaborative: participants work toward common understanding See all sides of an issue About exploring common ground Listening to understand, find meaning and agreement Reveal and examine all assumptions Admitting that others thinking can improve our own Searching for strengths and value in others positions Keep the topic open even after the discussion formally ends Discovering new options, not seeing closure Who Might You Collaborate With? Who Else is Involved in Some Aspect of Care? Physicians Nurses Discharge Planners Case Workers Pharmacists Family Members Co-Workers Leaders Vendors Community Members 2

3 Challenges to Effective Collaboration Lack of Leadership Support Technology Can Be Impersonal Consumers Expect More Input Lack of Confidence in Your Own Abilities Staying Within Your Own Walls Confidence is Key to Collaboration Optimism is the faith that leads to achievement. Nothing can be done without hope and confidence. -Helen Keller Perception Matters Employees Are the Face of the Company Greater Self Confidence = Greater Spokesperson for Your Company You Are a Direct Link to Brand Perception What Representation Do Customers and Community Members See When They Look at You? Building Greater Confidence Know Your Strengths and Weaknesses Lead with Your Strengths Look at Mistakes as Learning Opportunities Accept Compliments and Compliment Yourself Use Criticism as a Learning Experience Challenge Yourself Be a Role Model of Positive Attitude Increasing Internal Collaboration Value and Know Your Team Acknowledge Individual Competencies Show Appreciation Define a Common Purpose Together Discuss Expectations Communicate Clearly and Frequently Trust One Another Be Accountable Increasing External Collaboration Be Available Be in the Moment Be Easy to Work With Follow Up Quickly Be Organized Get Involved in Community Causes Seek Others Input Befriend Your Competitors 3

4 Why Are Collaborative Relationships So Critical? People Do Business With People They Like Customers Have a Personal Connection Longer-Term Engagement Customers Feel Greater Sense of Loyalty Repeat Business Happy, Loyal Customers Tell Others! Creating Full Referral Pipeline! Loyalty Comes From Consistency of Memorable Service and Perceived Value. -Dale Carnegie How Well Do You Know Your Customers? Spend Time Talking With Your Customers Spend More Time Listening Than Talking Ask Probing Questions to Find Out More Position All Conversation in Terms of the Customer Learn About Their Family, Interests, Life Experiences Find Out Their Needs, Fears, Hopes, Desires Customer Collaboration Customers Expect to be Involved and Have a Voice Invite Them to Share Ideas Let Them Be Part of Your Decision Making Process T- Take Time L- Listen for Concerns C- Clarify In All Relationships TLC Before You ACT A- Action Planning C- Check for Understanding T- Total Recap Find benefit for all involved Set the ground rules before you need them Gain buy-in when creating rules so there is full agreement for all to follow Collaboration Involves Conscious Conversation Conscious Conversation Tips Let go of winning arguments Make an effort to build relationships Get out of your comfort zone 4

5 Don t seek the limelight Practice and preach collaboration Emphasize co-leaders and teams rather than individuals Collaboration Leads to Innovation Innovation Application Tips Fix the process, not just the problem Ensure that rules are fair Learn to dance by transcending normal rules of leading and following Practice Won t Make Perfect But it Sure Will Help! Effective Collaboration is a Skill That Takes Time and Intention to Develop Relationships Take Time and Intention to Develop Dancing With a Partner Gracefully Takes Time and Intention References 7 Insights for Collaboration in the Workplace Building a Collaborative Workplace: by: Shawn Callahan, Mark Schenk, and Nancy White. e_v1s.pdf Building Confidence 5