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Jill Desilets Workplace Wellness Coordinator Seven Oaks General Hospital Workplace Wellness Acute Care Winnipeg, Manitoba jdesilets2@sogh.mb.ca
When was your practice implemented? April 2008
Describe the issue that prompted the implementation of your practice: HR had been identifying an increasing number of departments in need of work on conflict resolution, communication, and team building. Our Health Risk Appraisal (now titled Workplace Wellness Checkup) also indicated areas in Organizational Wellness that could benefit from focused interventions. Human Resources was in a bit of a transition time (relatively new director and consultants), which provided a great opportunity to start something new. HR didn't have the capacity to work with these groups on an extensive level, so after some brainstorming and collaboration, we set up the Respectfully Yours process as it is today- HR providing the referrals and support, and WW facilitating the year-long change process (workshops, meetings, resources, etc).
Describe your practice: Respectfully Yours is a process designed to help stimulate thought and action to boost team work, improve communication and conflict resolution skills, and inject a little more fun into the workplace. We work in collaboration with the participants to identify characteristics of a respectful workplace, discuss how everyone is accountable for establishing a respectful workplace, and examine various conflict resolution styles and how we can make them all fit in a diverse workplace. We practice communication techniques to help people feel more comfortable approaching conflict in a respectful, timely manner, and teach participants how to shift conversations from blaming to effective problem solving. By the end of the process, the team has created their personalized Respectfully Yours Agreement. This agreement is posted in a place highly visible to all the staff, and a sustainability plan is developed to ensure the Agreement is adhered to long after our sessions are over.
Describe how your practice was implemented and the resources required (e.g. people, time, money): HR refers managers to our service. Once the referral is made, we (an HR rep, the referred department's manager, and a WW rep) sit down and discuss the process. If the manager agrees to the commitment, we embark on the year-long process. We currently have 3 people in house that are trained to facilitate these workshops, and we are looking into training a few more staff to accommodate the increasing need. The workshop itself (facilitators, supplies, prep time) is all funded by the Workplace Wellness program, and each department pays for their staff to attend the sessions (their wage-not a workshop fee).
Explain the impact of your practice: * Departments are working more closely as a team.* The knowledge and comfort participants have gained in regards to conflict resolution and healthy, effective communication have enabled them to address issues in a more timely and respectful fashion.* The focus of the teams has shifted from blaming to focused problem solving.* Job satisfaction has increased as a result of the above.
How did it improve quality of worklife? As above. Also, staff indicated the stress levels have decreased significantly, which makes coming into work a pleasure as opposed to a pain.
How do you know? (e.g. surveys to staff, a formal evaluation process, specific outcomes, feedback) We are currently developing a formal evaluation of our workshop. In the meantime, we have participants complete a department assessment every three months which indicates improvements in the areas of respect, communication, and teamwork. Anecdotally we know there have been significant improvements as well. Managers have reported that there have been breakthroughs in long-time conflict between coworkers and participants have provided feedback that they are grateful for the opportunity and it has had provided an outlet to discuss sensitive issues. They have indicated the information and tools have been a valuable resource, and the collaborative approach on these topics has provided a great opportunity to welcome change.
What lessons learned and issues to consider are you able to share with colleagues? A few things we have honed/considered/learned in the process: 1) Each area is unique, and therefore a cookie cutter approach is not effective. We have tailored each session to suit the needs of the group we are working with. 2) Not every group that is referred is appropriate for the program.3) It is imperative to have HR support as well as the support of Executive and the direct report of the staff involved.4) It is wise to review the process and contract with the area manager before embarking on the sessions to confirm their commitment to the change.5) Communication with the active participants/area manager between sessions is a must to keep the topics at the forefront of their thoughts and planning.
