1 00:00:06,054 --> 00:00:08,419 Teams are great. Unless... 2 00:00:08,420 --> 00:00:11,229 we have somebody on the team who just doesn't get it. 3 00:00:11,230 --> 00:00:15,302 Or worse - they get it, they just don't care. 4 00:00:15,692 --> 00:00:18,964 Good morning Sam... Hey, can I talk to you for a minute? 5 00:00:18,989 --> 00:00:20,969 Yah, sure... ah... what about? 6 00:00:20,970 --> 00:00:23,899 It was really starting to get to me, you know I needed him 7 00:00:23,900 --> 00:00:27,059 to help out the rest of the team, but it was always like pulling teeth. 8 00:00:27,084 --> 00:00:30,119 You know Sam, I think you’re great with the patients and their families. 9 00:00:30,120 --> 00:00:31,414 And I hope you know that. 10 00:00:32,266 --> 00:00:33,296 Thank you. 11 00:00:33,321 --> 00:00:35,498 I just... I think the team would appreciate 12 00:00:35,499 --> 00:00:37,437 if maybe you’d show maybe a little more initiative... 13 00:00:37,462 --> 00:00:39,648 Look, I hear what you're saying about this whole team thing, 14 00:00:39,649 --> 00:00:44,399 okay, I do... but really, my quality care scores are very high... 15 00:00:44,400 --> 00:00:49,300 I’m never late, and this whole team thing I... it just isn’t me. 16 00:00:56,380 --> 00:00:58,499 When someone on the team is a hold out, 17 00:00:58,500 --> 00:01:02,999 their LACK of engagement stands out like a bad actor in a good movie. 18 00:01:03,000 --> 00:01:06,949 Everybody sees it. It affects the whole team's attitude. 19 00:01:06,950 --> 00:01:08,349 That isn’t good. 20 00:01:08,350 --> 00:01:11,773 In that kind of situation, I try to do everything I can 21 00:01:11,798 --> 00:01:13,945 to influence the person's attitude. 22 00:01:13,970 --> 00:01:17,349 Describe how I feel, the consequences of their attitude, 23 00:01:17,350 --> 00:01:21,269 and basically get agreement that I'm not just making this up... 24 00:01:21,270 --> 00:01:22,830 There really is a problem. 25 00:01:23,340 --> 00:01:26,603 What is it about the team approach that you think is a good idea? 26 00:01:26,628 --> 00:01:30,553 I don’t know. I just feel like everyone should work with their own patients. 27 00:01:30,578 --> 00:01:31,840 You know, that's what I do. 28 00:01:31,865 --> 00:01:36,226 I understand that. But can you understand how I feel the team is so important? 29 00:01:36,251 --> 00:01:41,209 Yah, I guess but, I don’t need all this rah-rah to do my job. 30 00:01:41,210 --> 00:01:43,666 Enthusiasm is only a small part of it. 31 00:01:43,691 --> 00:01:45,959 Remember two weeks ago, when everybody pitched in 32 00:01:45,960 --> 00:01:47,910 because the census was so high? 33 00:01:48,355 --> 00:01:50,649 You left early and took personal time. 34 00:01:50,650 --> 00:01:53,043 That caused the floor to work short-staffed? 35 00:01:53,980 --> 00:01:55,379 Yah, I suppose. I mean... 36 00:01:55,380 --> 00:01:58,426 And yesterday when Tammy needed help with a new admission, 37 00:01:58,451 --> 00:02:00,237 you were nowhere to be found. 38 00:02:00,262 --> 00:02:02,010 How do you think that made the team feel? 39 00:02:02,346 --> 00:02:03,442 I don’t know. 40 00:02:03,467 --> 00:02:05,035 Well, resentful for one. 41 00:02:05,746 --> 00:02:07,856 Personally, I was disappointed. 42 00:02:07,881 --> 00:02:11,800 Look, everybody notices when you don't stay and pitch in and help out. 43 00:02:11,825 --> 00:02:15,289 It's important for everybody's attitude that we all willingly step-up 44 00:02:15,290 --> 00:02:18,379 and help the team... ya know, keep all of us moving in a positive direction. 45 00:02:18,380 --> 00:02:21,579 But, I can't... I can’t be in a good mood all the time. 46 00:02:21,580 --> 00:02:23,071 Nobody’s asking you to be. 47 00:02:23,399 --> 00:02:25,607 But this team and your position 48 00:02:25,632 --> 00:02:29,440 require you to be supportive, helpful and proactive. 49 00:02:30,360 --> 00:02:32,363 If the situation doesn't improve, 50 00:02:32,388 --> 00:02:35,710 we might need to evaluate whether this is the right position for you. 51 00:02:36,990 --> 00:02:38,099 What do you mean? 52 00:02:38,124 --> 00:02:40,790 You knew what this job was about when you took it. 53 00:02:40,815 --> 00:02:43,628 Now, I'm willing to help out any way that I can. 54 00:02:43,629 --> 00:02:46,401 But I really need to see some improvement in your teamwork. 55 00:02:46,750 --> 00:02:48,069 Well look, I like what I’m doing... 56 00:02:48,070 --> 00:02:52,585 So, maybe I just need to think a little differently. 57 00:02:52,610 --> 00:02:54,604 Okay, good. And I’ll help out too. 58 00:02:54,629 --> 00:02:57,811 I’ll cover the extra details during the shift change and 59 00:02:58,456 --> 00:03:01,027 I’ll let you know where you can help out too. Okay? 60 00:03:01,052 --> 00:03:02,310 Yeah, okay. 61 00:03:02,335 --> 00:03:03,594 Alright, thanks Sam. 62 00:03:03,619 --> 00:03:04,382 Yep. 63 00:03:05,391 --> 00:03:08,920 If we promise someone that we're gonna help them make a change - 64 00:03:08,945 --> 00:03:12,120 we can't hang them out to dry - we've got to do it! 65 00:03:12,432 --> 00:03:17,458 Reminding them and yourself of the expectations and recognizing progress 66 00:03:17,483 --> 00:03:20,957 can go a long way towards making a change stick. 67 00:03:20,982 --> 00:03:25,120 Oh... Hey Sam, thanks staying past the end of your shift to cover. 68 00:03:25,145 --> 00:03:26,704 I know everybody appreciated it. 69 00:03:26,729 --> 00:03:27,819 No problem. 70 00:03:27,820 --> 00:03:29,598 Are you available to cover again tonight? 71 00:03:30,098 --> 00:03:31,929 We have several new admissions. 72 00:03:31,954 --> 00:03:33,851 It’ll only take about an hour. 73 00:03:34,297 --> 00:03:35,245 Absolutely. 74 00:03:35,270 --> 00:03:37,214 Alright, great. I appreciate it. 75 00:03:38,271 --> 00:03:41,115 I pretty much thought that what I did only affected me. 76 00:03:41,140 --> 00:03:44,219 And I mean, it's still pretty hard to remember. 77 00:03:44,244 --> 00:03:46,159 But Kara's pretty good about reminding me 78 00:03:46,160 --> 00:03:48,089 that I have a responsibility to the team. 79 00:03:48,114 --> 00:03:49,234 And that helps. 80 00:03:49,630 --> 00:03:53,799 Very few people set out to have bad or difficult attitudes. 81 00:03:53,800 --> 00:03:57,248 It's just that, when it comes to understanding how our attitudes 82 00:03:57,273 --> 00:04:00,580 affect the people around us - most of us are clueless. 83 00:04:01,120 --> 00:04:03,539 Okay... some of us are more clueless than others. 84 00:04:03,540 --> 00:04:08,169 But in those situations, all it really takes is a gentle reminder 85 00:04:08,170 --> 00:04:11,349 that what they're doing has an impact on the rest of us.