Humanizing X Joy in Work 1 Humanizing X

Humanizing X: Joy in Work 1

Humanizing X: Joy & Empathy at Work Humanizing X: Joy in Work 2

Joy is one of health care’s greatest assets. Why “joy in work”? And why now? Joy is a connection to meaning, purpose, and resilience. Joy is a fundamental right. Humanizing X: Joy in Work 3

Our Journey Map Our Culture of Transformation Stress & Burnout 4 Steps to More Joyful Work Humanizing X: Joy in Work Human Centered Design Empathy 4

Creating respectful, empathetic interactions that deliver joy and ease suffering for all people involved in health care, patients, families, and the care team. Goal of the Human Experience 5

Human Experience Hackensack Meridian Health’s Quadruple Aim Joy Value Humanizing X: Joy in Work Quality/ Safety 6

Living Our Beliefs 7

“Joy not burnout should rule the day. ” Donald M. Berwick, MD President Emeritus and Senior Fellow Institute for Healthcare Improvement Humanizing X: Joy in Work 8

“You cannot give what you don’t have. ” 9

Medscape Lifestyle report, 2017 Performance Coaching for Team Leaders: Suji Iyer

4 Steps to More Joyful Work Human Centered Design Ask, “What matters to you? Identify the pebbles in your shoe. Commit to a shared responsibility. Humanizing X: Joy in Work Use improvement science to improve joy. Institute for Healthcare Improvement 11

4 Steps to More Joyful Work Human Centered Design Ask, “What matters to you? ” Identify the pebbles in your shoe. Commit to a shared responsibility. Humanizing X: Joy in Work Use improvement science to improve joy. Institute for Healthcare Improvement 12

What matters to you? • I got into health care because… • What makes me proud to work here is… • What matters to me in my work is… • The most meaningful or best part of my work is… • I know I make a difference when… • When we are at our best, here’s what it looks and feels like… Humanizing X: Joy in Work 13

4 Steps to More Joyful Work Human Centered Design Ask, “What matters to you? Identify the pebbles in your shoe. Commit to a shared responsibility. Humanizing X: Joy in Work Use improvement science to improve joy. Institute for Healthcare Improvement 14

Building Peaks Video X Talk: Build peak moments 15

Elevation Insight • Rise above the everyday • “A-ha” moments when we experience a burst of revelation Pride Connection • Capture us at our best • Social moments that are stronger for having been shared with others Building Peaks 16

Day-to-Day Operations Celebrations What pebbles would be most powerful to build into peak moments for the TMX? Coaching Development Recognition Onboarding Recruiting 17

4 Steps to More Joyful Work Human Centered Design Ask, “What matters to you? ” Identify the pebbles in your shoe. Commit to a shared responsibility. Humanizing X: Joy in Work Use improvement science to improve joy. Institute for Healthcare Improvement 18

Human Centered Design INSPIRATION IDEATION IMPLEMENTATION 19

Empathy is… Humanizing X: Empathy at Work 20

Empathy vs Sympathy 21

Is empathy something we are simply born with, or is it a skill that we can practice and improve? Humanizing X: Empathy at Work 22

An exercise in empathy. Humanizing X: Empathy at Work 23

Humanizing X: Empathy at Work 24

“…create a system where everybody may take joy in their work. ” W. Edwards Deming Humanizing X: Joy in Work 25

Human Centered Design INSPIRATION IDEATION IMPLEMENTATION 26

Performance Coaching for Team Leaders: Suji Iyer

Humanizing X: Empathy at Work 28

Humanizing X: Empathy at Work 29

Performance Coaching for Team Leaders: Suji Iyer

Steps Humanizing X: Empathy at Work 31

HOSPITAL Humanizing X: Empathy at Work 32

HOSPITAL PEOPLE THINGS Humanizing X: Empathy at Work 33

HOSPITAL Humanizing X: Empathy at Work 34

ATTITUDES /EMOTIONS Humanizing X: Empathy at Work 35

Humanizing X: Empathy at Work 36

HOSPITAL Humanizing X: Empathy at Work 37

HOSPITAL Impact Humanizing X: Empathy at Work 38

Humanizing X: Empathy at Work 39

Humanizing X: Empathy at Work 40

Team Member Experience Day-to-Day Operations Celebrations Coaching Development Recognition Onboarding Recruiting Choose Experience & Create a Persona 41

Empathy Map Humanizing X: Empathy at Work 42

Steps 43

Steps People/ Things What people/things does the person interact with? 44

Attitudes /Emotions Steps People / Things Human Centered Design 45

Attitudes/ Emotions Steps People/ Things What area would be most impactful to focus on? Why? 46

Attitudes/ Emotions Steps IMPACT People/ Things What area would be most impactful to focus on? Why? 47

Elevation Insight • Rise above the everyday • “A-ha” moments when we experience a burst of revelation Pride Connection • Capture us at our best • Social moments that are stronger for having been shared with others Ideation & Design Canvas 48

Prototype & Test 49

Human Centered Design INSPIRATION IDEATION IMPLEMENTATION 50

Empathy Skills Lab Humanizing X: Empathy at Work 51

Guidelines for Humanizing X TLC 1. Time 2. Listen 3. Connect Humanizing X: Empathy at Work 52

Simulation Skills Lab • Create trios and rotate roles: patient, team member practicing empathy, observer • Role play Humanizing X: Empathy at Work 53

What has this been like for you? Are you okay with that approach? I can understand… That sounds very difficult. Express Empathy Would you tell me a little more? I can imagine this might feel. . . I’m hearing that… Let’s solve this together…

Round 1 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Empathy at Work 55

Round 2 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Empathy at Work 56

Round 3 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Empathy at Work 57

Round 4 TLC 1. Time- Be present. Greet and welcome, make eye contact and display appropriate body language. 2. Listen-Actively listen. Focus on the facts and feelings. 3. Connect- Empathize. Ask what matters most. Humanizing X: Empathy at Work 58

Simulation Skills Lab Debrief What did you learn? What were your successes? What were your challenges? Humanizing X: Empathy at Work 59

What is one key learning from today? Humanizing X: Empathy at Work 60

Our Journey Map Our Culture of Transformation Stress & Burnout 4 Steps to More Joyful Work Humanizing X: Joy in Work Human Centered Design Empathy 61

“We must learn to think in moments, to spot the occasions that are worthy of investment… Moments are what we remember and what we cherish. ” Dan Heath Humanizing X: Empathy at Work 62