Qualities of
Service Culture
Service Culture
The ability to understand and share the feelings of another, crucial for connecting with patients and colleagues on a deeper level.
Empathy
Definition: The initial stage where team members meet, are polite, and are often anxious or dependent on the leader for guidance. Roles and goals are unclear.
Forming:
What Approach: Offers autonomy, provides stretch assignments, acts as a sounding board, removes obstacles, focuses on strategic alignment and long-term development rather than direct instruction?
Empowering & Delegating:
Characteristics: May lack confidence, needs clear instructions, prefers structure, can be anxious about making mistakes, seeks reassurance
The New/Uncertain Learner
Action-oriented, decisive, clear. SC: Excellent at setting clear expectations, balance with empathy. Growth: Focus on rapport, active listening.
Direct/Driver (A):
Demonstrating genuine excitement and positive energy, which is contagious and enhances the patient's perception of care and the team's morale.
Enthusiasm
Definition: Conflict emerges as members assert individuality, challenge ideas, and compete for influence. Frustration and power struggles are common
Storming
What Approach: Engage in dialogue, ask open-ended questions, explore their perspectives, challenge assumptions respectfully, and allow them to contribute to finding their own solutions.
Collaborative & Inquiry-Based:
Characteristics: Questions assumptions, prefers to understand the 'why,' values autonomy, can be resistant to being told what to do, enjoys problem-solving.
The Independent/Challenging Thinker:
Enthusiastic, persuasive, creative. SC: Great at building excitement, positive experiences. Growth: Focus on details, realistic promises, follow-through
Expressive/Influencer (B):
Taking personal responsibility for outcomes and the patient experience, proactively addressing needs and going beyond assigned tasks.
Ownership/Responsibility
Definition: The team begins to resolve conflicts, develop cohesion, and establish shared norms and processes. Trust and collaboration increase.
Norming
What Approach: Provides clear, step-by-step instructions, offers frequent positive feedback, give reassurance, breaks down tasks, and builds confidence through structured guidance.
Directive & Supportive:
Characteristics: Values harmony and connection, can be sensitive to criticism, needs positive reinforcement, motivated by group cohesion and personal support
The Relationship-Oriented/Sensitive Individual:
Empathetic, patient, harmonious. SC: Naturally builds trust and rapport, excels at empathetic listening. Growth: Assertiveness, addressing conflict directly.
Supportive/Relater (C):
The flexibility to adjust approaches and behaviors to meet diverse patient needs, unexpected situations, and evolving team dynamics.
Adaptability
Definition: The team is highly productive, autonomous, and self-organizing, focused on achieving goals. High trust and effective problem-solving are evident.
Performing
What Approach: Focus on building rapport, acknowledge feelings, provide constructive feedback gently, emphasize their positive impact on others, and offer emotional support and appreciation.
Empathetic & Encouraging
Characteristics: Highly motivated, takes initiative, confident, seeks growth and new challenges, prefers minimal oversight, can get bored with too much direction
The Experienced/Self-Starter:
Logical, precise, thorough. SC: Ensures accuracy and thoroughness, builds trust through reliability. Growth: Focus on human element, speed of action, flexibility.
Analytical/Thinker (D):
Bonus: Maintaining professionalism and high-quality care while effectively managing efficiency, personal well-being, and team harmony.
Balance
Bonus:What is the final stage of team development?
Adjourning
Bonus: What is the best leadership style(s) to resolve conflict/resistance during "Storming"?
Empathetic/Collaborative
Bonus:What personality type should be "empowered" to support you in enhancing Service Culture?
The Experienced/Self-Starter: