Create Value for the Diverse Communities We Serve

MM/UM leaders foster a climate of service excellence in which people are engaged in creating the ideal patient, staff/faculty, student and/or customer experience.  Leaders engage patients and families in their health care; students in their learning; and staff/faculty in their performance and development.  They make themselves available, spending time in the workplace.  Leaders prioritize, reducing overburden for those they lead.

Behaviors:
 

• Inspires staff/faculty to solve problems which interfere with value to those they serve.
• Solicits feedback and data from appropriate groups (patients/families/staff/faculty/students/customers).
• Develops opportunities to improve service to patients, students, providers and other customers.
• Manages ethical dilemmas specific to patient and population-based care situations.
• Places the interests of patients and populations at the center of health care research, education, and delivery.

Create a Shared Vision

MM/UM leaders inspire people through building consensus around a compelling vision and shared mission, including strategic clinical, research and educational initiatives.  A hallmark of their achievements is in continually learning and innovating - and teaching faculty, staff, and students - ways to do better.  Leaders see standard work and experimentation as the basis of innovation and creativity.

Behaviors:

• Creates consensus on a shared vision aligned with the organization's mission of patient care, education and research. 
• Seeks information and data about external trends in the health care market, the medical education, research and clinical care arenas, and the regulatory landscape.
• Knows and understands UMHS culture, policies, and processes.
• Optimizes UMHS' future by using the unique and complementary abilities of all members of the organization to generate new or innovative strategies.
• Pushes for innovation and intelligent risk-taking (carefully planned experiments) to develop breakthrough processes, products, and services to meet our goals.

Lead Innovation and Change
 

MM/UM leaders catalyze change by recognizing its need, challenging the status quo, energizing stakeholders and those we serve, and championing experiments to improve.  Leaders are strong advocates of change even in the face of opposition, and make the compelling argument.  They find practical ways to overcome barriers to change through deep knowledge of the way work is done and the root causes of problems.  Leaders engage diverse teams in change activities.

Behaviors:

• Engages teams to build consensus on the need to change.
• Encourages open and direct discussion.
• Communicates urgency in accomplishing the organization's goals.
• Achieves commitment to a direction and goals for the future.
• Encourages change leaders to emerge from teams and actively participate.

Foster and Promote Diverse Teams
 

MM/UM leaders build trusting relationships with team members through respectful and thoughtful interactions and demonstrate intercultural responsiveness.  They see themselves as leaders of others, pulling together diverse groups of people and engaging them in a single purpose while encouraging transparency, service to each other, respectful behavior, candid conversation and achievement.  Leaders foster an environment which encourages a healthy balance of work and personal life for themselves and their team.  Leaders build trusting relationships with team members through respectful and thoughtful interactions.

Behaviors:

• Builds a diverse team based on best combination of skills, job, and organizational fit.
• Ensures roles and responsibilities for each individual on the team are clear.
• Builds consensus with the team to a common vision and collective goals.
• Practices team decision-making processes.
• Maximizes the contribution of each team member's thinking, while developing cohesiveness between team members.
• Creates a scorecard and visually tracks performance measures with the team.

Collaborate and Build Inclusive Relationships

MM/UM leaders generate an atmosphere of collegiality and are models of respect, helpfulness and cooperation.  They draw others into active, enthusiastic commitment to the collective effort, and build spirit and identity.  They spend time forging and cementing professional relationships, creating internal and external networks.

Behaviors:

• Creates the climate that encourages everyone to strive for excellence.
• Creates a critical mass of relationships that supports goals and an inclusive vision.
• Respects and fosters norms that govern healthy relationships in the organization.
• Builds an atmosphere for holding each other accountable for measurable goals and action plans.
• Takes responsibility for problems.
• Surfaces conflict constructively, acknowledges feelings and views all sides of an issue in creating a shared vision.

Coach and Develop Others

MM/UM leaders are adept at cultivating people's abilities.  Leaders embrace their role as coach to their staff/faculty and others and have a genuine interest in helping them develop professionally and personally.  Leaders give timely and constructive feedback on performance, behaviors, and developmental areas building trust with those they coach. They ask questions, refrain from directing the thinking process and encourage problem solving by others.

Behaviors:

• Mentors root cause problem solving.
• Gives feedback in a direct and tactful manner.
• Understands other's strengths and weaknesses, goals, and aspirations.
• Helps others to maximize their potential.
• Supports others in experimenting with and practicing new behaviors, thoughts, feelings to the point of mastery.
• Develops the supportive and trusting relationship that makes change and progress possible.
• Supports others in practicing healthy behaviors.

Achieve Results

MM/UM leaders have high personal standards that drive them to constantly seek performance improvements - for themselves and for those they lead.  They set measurable but challenging goals, and are able to calculate risk so that their goals are worthy but attainable.  Leaders achieve exceptional improvements through the development of diverse teams focused on a common vision and goals.  They track progress to the plan, make adjustments, and show resilience at setbacks.  

Behaviors:

• Achieves goals through breakthrough, exceptional performance.
• Identifies correct risks, issues, and opportunities in execution.
• Inspires passion in others to achieve exceptional performance.
• Translates broad directions and strategies into specific goals, objectives, and actions.
• Stewards resources to maximize use and minimize waste.

Solve Problems

MM/UM leaders identify and solve problems through a scientific root cause analysis based on first hand observation.  They go see, ask why, and show respect.  They use systematic problem solving models, inclusive of diverse perspectives.  In appropriate situations, leaders are decisive, knowing when and how to decide in the face of uncertainty and ambiguity.

Behaviors:

• Focuses on the interests that underline issues and uses objective standards in evaluating possible solutions.
• Goes to the work site to observe, asks the workers and managers to increase understanding, and mentors problem-solving.
• Conducts and teaches root cause analysis.
• Makes sound decisions in the face of uncertainty or ambiguity.
• Implements plans as experiments.  Checks and adjusts to learn.
• Grows his/her experience in critical thinking, analysis and lean problem solving.
• Routinely expands his/her and others' perspectives and range of options before deciding.

Build a Positive Culture

MM/UM leaders are politically and organizationally astute.  They understand internal and external forces that affect the organization.  Leaders guide the appropriate combination of people, money, practices, policies and technology to reinforce change and the organization's mission.

Behaviors:

• Builds, shapes and aligns the culture to support unit and institutional goals.
• Puts health, safety and quality foremost as values.
• Aligns systems, practices, policies to reinforce key behaviors and strategies.
• Mentors behaviors to accomplish key performance indicators of the department/organization.
• Sees opportunities for synergy and integration within the institution.

Adapt

MM/UM leaders are self-aware; they seek to resolve multiple demands without losing their focus and energy.  They strive to clear up ambiguities and uncertainties of organizational life.  Leaders adapt to new challenges, adjust to fluid change, and are limber in their thinking in the face of new data or realities.  Leaders demonstrate flexibility in both work and home life to address changing demands.  Routinely checks and adjusts, anticipating not all plans will work.

Behaviors:

• Adapts personal style to the needs of the audience.
• Is resilient in the face of setbacks or challenges.
• Manages the priorities of home and work to achieve an appropriate, healthful balance.
• Develops new skills or knowledge in the face of constant or turbulent change.
• Is open to new ideas, practices, processes, or strategies.
• Turns crisis into opportunities to improve or restructure processes.
• Sets priorities quickly to stay focused.

Act with Courage and Confidence

MM/UM leaders are focused, goal driven and excel in acting confidently and with initiative.  They lead by sharing power, putting the needs of others first and helping others develop and perform as highly as possible.  They seize opportunities, welcome and share challenging assignments and integrate present realities and future possibilities.

Behaviors:

• Maintains an optimistic outlook that conveys hope.
• Challenges the status quo, regardless of who supports it, with the goal of improvement.
• Demonstrates personal conviction in pursuing their leadership priorities.
• Influences and engages others.
• Handles failure by accepting setbacks with renewed determination to more deeply understand current state and root causes, and moves on to the next set of experiments.

Communicate

MM/UM leaders create an atmosphere in which timely and high quality information, reflecting diverse thinking, flows smoothly.  Leaders encourage the open expression of ideas and opinions and serve as role models in active listening.  Leaders are role models in delivering clear presentations, actively listening and preparing well-written documents.

Behaviors:

• Provides information openly that people need to know to do their jobs in an engaged way.
• Distills ideas into focused messages that inspire action from others.
• Actively listens to understand other's points of view and ideas without prejudice, for insight and wisdom.
• Asks clarifying questions.
• Helps team members productively work through conflicts.
• Champions the goals of the organization in clear and compelling ways.