I recently read QBQ! The Question Behind the Question: Practicing Personal Accountability at Work and in Life. This is a quick read book that explores exceptional customer service, employee performance and personal development through personal accountability. I recommend it to you if you haven't read it, and you also can delve into the topic further on the website, http://www.qbq.com.
The book asks the reader to examine many questions that are asked in life and at work that are really not questions, but are attempts at people to shift their burden of responsibility and accountability to others by playing the blame game. Four of the many topics covered are change, communications, vicitimization and procrastination.
I've always liked the saying "No one likes change except for a wet baby." This is pretty accurate. Change is inevitable in all our lives and workplaces and is something in healthcare that can make or break us as managers. The ability to navigate and manage change can be one of the things that will be your saving grace professionally. We wear so many hats as managers; HR, Accounting, Regulations, Referee, Maintenance, Baby Sitter, etc. and all of these areas of responsibility require us to look at change as an opportunity and not a hazard. We must all change or we by our actions will be a living definition of insanity - We will keep trying the same thing over and over, expecting different results. I would recommend a multistage approach to change management for all of us. Some of the things I would recommend are as follows. First, recognize that change is always coming. Prioritize the change as to its urgency, its impact on your business cycle and the level of learning that will have to occur by yourself and the staff prior to the change event. Build a flexible framework for implementation of the change, including items such as training, budgeting of finances, assets and employee resources, anticipating troubles and forming resolutions, and inclusion and selling of the change to the employees and owners. Effectively "sell" the change by explaining the benefits or purpose of the change to all involved. Change your attitude about change and you will see it as an opportunity, not an inconvenience.
Communication with staff, patients, owners and third parties are also a large challenge to our day to day work. It is best to remember that we not only communicate verbally, but we often communicate much "louder" with non-verbal methods. Also, if communication is broken down further, we have formal and informal forms of communication. To be effective in what we do, we have to keep a balancing act of these four classifications of communications. Even though we all text and email probably more than we verbally speak now, these forms of communications can be easily misunderstood and can fall far, far into the realm of informal communication and misunderstanding. Without the spoken tone and body language texts and email can often convey messages that are hard to understand. Hold yourself to a high standard of accountability when it comes to your communications. Mean what you say and say what you mean. Don't have ulterior motives to your communications and deliver to your listeners the promises and assurances that you give them in your communications. Don't write the check with your mouth that your actions cannot "cash."
The Eagles had a song on their comeback tour a few years back "Get Over It" that attacks victimization well:
"Victim of this, victim of that
Your mama's too thin and your daddy's too fat
Get over it!
Get over it!
All this whinin' and cryin' and pitchin' a fit
Get over it! Get over it!" (Here's a YouTube link to the song for you to enjoy -
http://www.youtube.com/watch?v=kslHr7_9Zac )
Being a victim is a choice we can make in situations, not a status we have to assume because of a circumstance. One can choose to rise above or be beaten down when adversity arises. We have all seen or heard of people who either crumple under when hard times come or rise above to make themselves and their situation better due to their circumstances. Deciding not to be a victim is related to how we focus our attention and thoughts. With the proper focus, we can become empowered, not victimized. Isaac Asimov may have stated it best: "It has been my philosophy of life that difficulties vanish when faced boldly."
Procrastination is one of those topics best discussed tomorrow or next week.......But seriously, procrastination can rob you of the spontaneity of the moment when we sometimes get our best thoughts and ideas. In our jobs, we never know what tomorrow can bring, so procrastination can lead to doubling up of duties if we fail to get done each day what needs to be done. Procrastination is in effect us throwing up a roadblock to our own progress and growth. One author has stated that procrastinators are made, not born. So, just as many things are in our life, procrastination is a learned behavior that can be unlearned, but it can be as tricky to get rid of as any bad habit you possess. Procrastination can appear in many forms as the person who can't/won't make a decision, the person who waits until the last minute to get attention or the thrill of last minute crises, or the person who ignores things and hopes they will either go away or someone else will handle it. All of these types of procrastination keep us from being the leader we need to be.
In our jobs, we all will fare better if we become more accountable people. Be accountable to yourself, be accountable to others and be accountable to your business owners. If on the clock, be engaged. Don't procrastinate, manage change, rise above those things that might keep you down, communicate well and you will see improvement in you and the others around you.