Stop Answering the Same Questions - Your Practice Ain’t Perfect - Joe Mull скачать в хорошем качестве

Stop Answering the Same Questions - Your Practice Ain’t Perfect - Joe Mull

In this episode of Your Practice Ain’t Perfect, we’re talking about how to Stop Answering the Same Questions. Joe Mull, M.Ed is a practice manager leadership trainer and keynote speaker who works with healthcare organizations that want their practice leaders to engage, inspire, and succeed. As an expert in employee engagement and healthcare leadership development, Joe gives physicians and managers the skills and tools they need to engineer teams that work hard, get along, and wow patients. After more than a decade in healthcare, Joe knows that when leaders develop skills related to leadership, communication, and teambuilding, they can stop putting fires out every day and prevent them from sparking in the first place. Bring Joe in to keynote your conference, design and facilitate a retreat, or beef up your practice leader training. For more info or to book Joe now visit www.joemull.com. "Just as you sit down at your desk, desperate to catch up on your to-do list, an MA appears in your doorway. She says, “Hey, we just got another one of those oddball health form requests. What do you want me to do with it?” Now, you just reviewed this topic in a team huddle two weeks ago, making it really hard to swallow your frustration or your desire to say 'C’MON!' Instead you take a calming breath and explain the steps … again. This happens to practice leaders every day … personnel, despite having the info they need to make decisions or take action, still come to you with the same questions over and over again. If you want to learn how to break that cycle, then stick around, because in this episode of Your Practice Ain’t Perfect, I’m going to teach you how to stop answering the same questions over and over and over .... When you get repeat questions from team members, it’s not because they’re lazy. Okay, sometimes it’s because they’re being lazy. But often it’s because employees fall into a routine of relying on the manager for information and showing up day in and day out simply as a receiver of that information and an executor of tasks. That’s why leaders like you will be far more successful over the long haul if you work on developing coaching skills. Coaching isn’t feedback. In fact, feedback and coaching are opposites. Feedback is telling. It’s describing specific behaviors to improve or affirm. Coaching, on the other hand, is asking. It’s asking the right questions, in the right order, to self-actualize the right answer. It’s also how you prompt critical thinking and get others to take ownership. So when you find yourself in this situation, where someone is asking you a question you believe they know they answer to, I want you to shift, from telling, to asking. And specifically I want you to ask this coaching question: 'What options do you see?' Then wait. Ideally, the employee will pause, and think, and start exploring options. If they rebuff you with something like “I don’t know,” then ask the question again or rephrase it slightly. Like: “What do you think we ought to do here?” or, "Okay, let’s figure it out…what is your gut telling you?” If you get a wrong answer, say “Okay, that’s one option, what other options are there?” The idea here is that THEY, not you, are determining the course of action. By asking “What options do you see?” you are forcing them to access different brain functions related to memory, problem-solving, and risk assessment, which is what you want them doing throughout the day, right? When I get the chance to do on-site leadership training with practice leaders, I like to spend a few hours helping them polish these skills. I’ll tell you what I tell them: Don’t scold your employee for not knowing or approach this like you are quizzing them. Keep it conversational. Asking “What options do you see?” demonstrates your trust in them. You know they know the answer. Help them see that. Build their confidence so that they don’t need you for the answers, and they come to believe they have the knowledge and instincts to take action. Make this question a habit you use consistently over time and you’ll be amazed at how quickly and noticeably those repeat questions disappear, leaving you time to do only the things that you can do. So there you have it! Please like, share, and comment on this video. And if you want new episodes of Your Practice Ain’t Perfect delivered right to your email inbox, then go to www.joemull.com and subscribe to my email newsletter for practice leaders, Help for Healthcare Leaders. I'll see you next time!" Joe Mull- Speaker, Author, Trainer www.joemull.com Twitter:@joemull77