What’s on your mind these days?
In our continually changing and evolving organization, we hold ourselves to very high standards. It can be exciting, but it can also feel like we’re in a pressure cooker. Sometimes, when we don’t feel in control of a situation, it’s easy to take things personally or take our frustration out on other people. I want to talk about respectful interactions.
It’s important now more than ever to support each other in the workplace. This is covered in our UF Health Hospitality and Service Standards of Behavior. We ask everyone to treat colleagues with courtesy and respect — to be friendly and customer-focused, the way we are with patients and visitors. How we are treated and how we treat others at work has a direct impact on the service we provide. You set the tone with your everyday interactions.
We each help to create a family feeling among colleagues at work. We’re all in this together, we should have each other’s back. If something great is going on, we celebrate and feel close. If something isn’t going well, we must still treat each other with dignity, maturity and kindness.
You encourage staff to be empowered to address challenges. Tell us more.
Everyone has a bad day now and then. However, you shouldn’t have to accept habitual inappropriate behavior, especially if it’s hostile. I hope that staff feel empowered to speak up and not be afraid to — discretely — point out when someone is disrespectful or inconsiderate in their professional interactions.
We strive for a culture that’s balanced, where we value showing appreciation for each other. Over the years, for example, our chief medical officers and nursing leaders have done a fantastic job. They’ve worked together to have more positive and constructive communication and problem-solving among clinical teams. There’s been better collaboration and camaraderie. And in the hospital and college, we’re doing regular Hospitality Huddles that reinforce the right ways to treat and support each other. Our great work experience is reflected in the best patient experience.
Do some self-awareness and policing. Are there situations where you could be more attentive and kind? How can you support your co-workers and deal with challenges together? Get comfortable in addressing issues with peers and leaders in a constructive way. Stay focused on great results. There are ways to resolve basic conflicts. Most can be handled with patience, basic understanding and respect. Just like when you’re dealing with problems with family members. Treat your co-workers like your favorite family members.
Any final thoughts?
Your personal experience starts with you. We can’t make this a better place if we don’t hold up a mirror and look at how we behave. Our relationships dictate our own and others’ experiences. We’re all accountable for our behaviors. Are you willing to bring your A-game and empower others to be their best?
HAVE A QUESTION FOR THE CEO? Email Kim Rose, director of strategic communications with UF Health Communications, at firstname.lastname@example.org and she’ll share your question with Ed Jimenez for an upcoming CEO column.