Hello Everyone and Welcome! Good
afternoon my name is Greg Wahlstrom and
welcome to The Healthcare Executive
webinar course healthcare executive
leadership improving communication and
leadership and high stress environment
we are pleased ActionCoach business
coaching and Live Laugh Love Life
Coaching experts have collaborated
around such an important topic. We'd like
to especially thank Sunshine Mattison
Crystal Shanks and Heather Choye for
their continued support with our
Healthcare Executive Leadership Division
at The Healthcare Executive. After
today's webinar, you'll be directed to a
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a vast amount of attendees who are
listening here in the United States and
abroad. Like I said my name is Greg
Wahlstrom, and I'll be your guide for
today's discussion. Healthcare executives
are responsible for communicating and
providing leadership across many
different spectrums within the
healthcare sector in order to help
healthcare professionals manage the
impact of high-stress environments he or
she are functioning. Experts in this
program, will examine the following: a
brief overview on stress more
specifically chronic stress, how
stress impacts functioning and illness
research methods on how to reduce stress
response and increase well-being and
freeing yourself from taking taking
clients and team members stress on. As
well as, ways to buffer your own stress
levels. Optimistically, the discussion
will provide tools to develop an enhance high-
performance teams and managing dynamic
health care environments. Today, we will
discuss statistical analysis on stress
and more specifically chronic stress,
research findings related to dealing
with stress, exploring ways to help healthcare executives learned how not to take
things personally, how that will lead to
the ability to serve with greater
compassion, using curiosity as a tool,
how it will be possible to serve clients
better, as well as communication Discs
Personality Assessment, how to
communicate so you will get the response
you want, so you can get a head towards
the common goal. Our moderator today, Greg
Wahlstrom, MBA, HCM - President and CEO
The Healthcare Executive, Greg Wahlstrom is a
result oriented senior healthcare
executive with more than 17 years of
broad background experience and business
health care and human services and has
expensive operational and administrative
expertise. He is currently the President
and Chief Executive Officer of The
Healthcare Executive leading
organizational performance assessment
in multiple program areas. Followed up
with customized c-suite healthcare training
that speak to identify needs. Greg has
delivered focus programming around key
elements to achieve success based upon
best practices and emerging practices
special promise of improving healthcare
organizations nationally and
internationally. He has led webinars and
face-to-face seminars for thousands of
healthcare executives and executive
through the American College of
Healthcare Executives. Prior to The
Healthcare Executive Greg works as an
Assistant Administrator, Director of
Social Services and as a Behavioral Health
Case Manager. Greg received a Master's
Degree in Business Administration and
Health Care Management and a Bachelor's
Degree in Business Administration from
the University of Phoenix. He has also
completed studies abroad at Shanghai
University in Shanghai China and he is a
member of the American College of Health
Care Executive. Greg is also the
Immediate Past Chairman of the
Healthcare Executive Education Committee
for the Central Illinois Chapter of ACHE.
Our next presenter, Crystal Shank, MSIR
President and CEO, ActionCoach - Crystal
Shanks Certified Business Coach with
ActionCoach has been coaching business
owners and their team to achieve optimum
results for seven years. As a member of
ActionCoach the world's largest
business coaching firm, Crystal teaches
her clients proven strategies to build
thriving businesses she has worked with
hundreds of businesses over the past six
years to generate substantial revenues
and maximize profit. No stranger to the
world of business Crystal Shanks has
hands-on experience as a Vice President of Accounting
for a Bay Area firm, which she managed
45 employees and six managers and a
department that reconciles more than a
hundred million dollars each month.
Prior to moving the San Francisco in 2002,
Shank's received a master's degree in
Industrial Relations from Iowa State
University. Crystal attributes her
success as a business coach to her
professional integrity and commitment to
excellence. I am a top performer; so, I
only work with other top performers, says Shanks.
Whose clients themselves
remarked that Crystal is not afraid to
call them out. Keeping her coaching
clients accountable and a diplomatic and
encouraging manner is among the strength
the Crystal Shanks brings to the table
as a coach. Like any coach Crystal Shanks
is goal-oriented and focused on pushing
her clients to achieve results they've
never imagined were possible. She truly
understands business and what it takes
to make an enterprise profitable. She
describes herself as one who is bottom
line driven and analytical with a talent
for seeing what others might miss. Her
clients describe her as a straight
shooter and they know the defect that
they received from their coach will be
honest but constructive. Even more so,
Crystals clients know that she generally
cares about them as people and as one
client put it you'll hire Crystal
because she will help you grow your
business and that's great! The added
bonus is that you'll also meet a new
friend. Our next presenter, Heather Choye, MATP
President and CEO - Live, Laugh, Love
Life Coaching - Heather Choye is a
transformative life coach speaker writer
and mentor. Heather helps people who are on
the brink of transition moving through
their fears and limiting beliefs to
create the balanced life they desire. She
loved learning about what makes people
thrive and is interested in all parts of
life that make people come alive. Heather
helps her clients understand that part
of growing into the life they love, means
letting go of the parts they don't. Nothing lights
her up like helping people identify
what's holding them back and developing
a plan to break through the restrictions
so they can accomplish their desires and
flourish. Heather specializes in
assisting major life transition: such as
career, relationship, personal identity,
development, relocation and self-care.
Heather help clients
learn how to invest their time wisely
and she uses a unique process to
transform clients or two experts of
their own life through defining value,
setting, goals and teaching tested
practices to set clients up for lasting
success. Clients created their ideal lives
by using a tested process based-on
research data to feel less stress and
optimize happiness. What makes Heather
unique is training and technique she has
gained in her graduate program and
Transpersonal Psychology. Heather acquired
knowledge and experience and compassion
cultivation training, Cognitive Emotive
Behavioral Therapy, mindfulness training,
creative expression,
reflective somatic sensation practices,
visualization exercises and
non-denominational meditation. Her thesis
was on increasing well-being through
internal and as opposed to external goals,
which she pulls on and her practice. Now,
I would like to take the opportunity to pass
before over to our first presenter.
Crystal Shanks. Good Afternoon, Crystal! Hi
Gregory thanks for having enough today.
Absolutely, thanks for joining us as well!
I'm super excited to be here! And, I want
to thank Heather as well and the great
audience. Today is super exciting
because we're going to talk about
higher-end leadership, specifically related to
higher-end communication and what that
skill-set looks like. So, everyone say
after the presentation can take this
information and apply in a real-life
situation and get the tangible results
that they're looking for. So we have lots
to cover. So let's just dive right in so
when we're looking at communication
specifically today the tool that we're
going to talk about today is a Disc Platinum Rule
which is a behavioral style of
communication. It's super interesting and
we'll start with the basic you know
people and how they communicate. They may
communicate verbally, vocally and
visually. We'll talk a little bit more
about that as we move along. Now this
slide that we have here, is at the top
you can see there's people who are more
guarded in their communication. At the
bottom you know people maybe you or
someone else that are more open. On the
left-hand side, you know some people
communicate indirectly and on the right
hand side some people communicate
correctly. I want the audience just to
take a moment right now and to pick
the two that you feel the 2 other of the 4
that you feel how you communicate most
of the time. So, pick the two out for
that you feel you communicate most of
the time. Get that in your head right now
because first we need to know who we are
as individuals and our behavioral style
so that you can then learn how our team
members, employees, peers, superiors like
to communicate , so that we can then adjust
our communication styles to theirs. So,
that we get the response that we're
looking for and the result. So you should
have picked two and then based on the
two that you picked you're going to be
in that quadrant or that box. So, on top
left it's Conscientious, top-right is
Dominance, lower-left its Steadiness and
Right bottom is influence. Ok, so
everyone's a combination of all four of
these quadrants and I'll tell you what
exactly that means is we move along but
usually one or two the quadrant stand
out. And, usually that's how you move
throughout the world and communicate the
majority of the time. Ok, so I'm going to
give you a brief overview and then we're
going to go into detail in a minute. So,
the Disc profile was created by a man
named William Marston he was somewhat of
a renaissance man. He was Iowa Dirt
Farmer for a while he won the Nobel
Peace Prize, course he created the Disc
Profile, which is highly valid in terms
of results and behavior style.
But it's in my opinion, most
interestingly, in the nineteen sixties he
created "Wonder Woman", because at that
time he wanted women have a strong role
model, but you guys can research him more
on your own. We're going to keep moving
forward. Alright, so we're going to do a
poll. And, what you're going to do is there are
four questions here. Number 1A
question is: I am an action-oriented
person who is most comfortable when in
charge. B: I'm an outgoing person who
likes to entertain others and thrives in
large groups. C: I am a people person
who values friendships in my work
relationships and likes to build harmony.
D: I like to study lots of information
and plan before making decisions. So
we're going to do a poll right now. So,
everyone you're going to do this
exercise with us when I get the poll up
as we speak. And, I want you to hit the one
that is your gut instinct. I don't want
you to think about it I want to pick A, B, C or D.
Your gut instincts! Go ahead and vote
now! Votes are coming in super exciting!
Okay a couple more seconds and I'm going
to stop voting because again you
shouldn't be thinking too much about it.
You should just be thinking what you're
doing. All right I'm gonna stop the voting
and we'll see what are results are.
Results just coming up and this will be
exciting. All right so, A: was
54% percent. B: was 8% percent
C: was 31% percent and D: was
8%, so the majority was "A" and
I want you to take notes right now. So,
I'm going to give you the Disc quadrants
that you hit, so i want you to write it
down so when we talk about it you know
how to use it, ok. So "A" equals Dominance
Dominance quadrant
So, "B" equals the influence quadrant. Ok,
"C" equal the Steadiness quadrant and if you
answer "D" is the Conscientious quadrant.
So, make a note of that for yourself
because we're going to learn a little
bit about ourselves first and then how
to learn about others. So let's talk
about "D's" since the majority of the
answers and I'm not surprised about that
because a lot of you are high-end
executives. So "D" stands for dominance these
are your typical leaders. They are very
action-oriented, they like to move at a
fast pace, they want to get this done; so,
they can do the next task; and, then do
the next task. They tend to talk very
quickly, because again they like to get
things done. And, they can get knocked
down and get right back up. The rejection
really doesn't phase them too much. Okay,
now these tend to be high visionary
people high-level people, and they
like to delegate everything, but they
usually don't like to get into the
details. Again the high-end they lead
people, manage people. Now, for example, if
you were talking to a high-"D" personality
type and you said, "where did you go?"
they're going to say, "I went to the store."
They're not going to tell you what they
bought at the store, the neighbor that
they saw in the store, again they're
usually short and concise. Okay, what they
do best, they take charge, they're
competitive, they love to win,
things done, their decisive, they can make
decisions very quickly, they're risk takers,
they're fearless, no obstacle is too big
to overcome for them. And ensuring bottom
line results. Is very results oriented. Whats hard for them challenges,
repetitive tasks, doing same tasks
over and over they get bored they don't
like it to get frustrated.
Being diplomatic sometimes
because you know again they want to get
things done. They're very direct in their
communication, so that you come on too
strong in on conversations, lots of rules
and regulations are hard for them again
they know they can we know what they
need to do and they just need to be let
go and to do it. Opening up they're not
shy but they're private about personal
matters. Okay so let's look at the high "I"
of our audience. High "I" standing for influence
High "I" seem to be incautious they love to
talk they tend to be the entertainers in
any sort of group whether you know
business or personal the high "I's" are the
ones who are dancing on the tables at
the bars or you know they're
entertaining cracking jokes all day long.
What high "I's" thrive on is social
environments and people. Okay so a high "I"
can go to work all day and then they can
go out to a night club all night and
then repeat that every day. That's how
they fuel their energy. Okay, when you're
talking to a high "I", not only you know
are they loquacious but we can tend to get
distracted in conversation at times, so
they'll be saying something then we'll
say squirrel shiny object and then
they'll come back to the conversation
that you're having with them. Now, if you
asked a high "I", where did you go? They're
gonna say, "I went to the store, when I was
walking out, I saw our neighbor, our neighbor
has new dog, named huffy; and, then I got
my car and this guy cut me off and those
read lips literally every single
experience that they had twice, if you
let them. Okay, now what do they do best?
They inspire others to take action, they
think fast on their feet, they're super
positive, optimistic, and intuitive and
creative a lot of artists are high "I"
personality types the full of ideas. They
can be impulsive and trying them.
Promoting ideas, opportunities or people.
A typical high "I" you
you know your typical sales person a lot
of times, they're very persuasive. What's
hard for them: restrictions are routines,
they don't like that, formal reports or
keeping detailed records, routine they get
easily bored as well and or doing
anything once it's already been done.
Okay, so let's look at our high "S's". It's Steadiness so high"S's" are the most important
thing for them over all our
relationships they're the caregivers the
nurturers the glue of any group or team
they want to make sure everyone feels
okay. And, it has everything that they need to
do well. Okay, now a high "S", when they're
talking to you or with you. They're going
to talk slower. Okay because what
they're doing when they're actually
talking is they're going inside
themselves and pulling out the right
things to say before talking, not only do
they talk a lot slower, but they will say
something, then they will pause. You're
going to think that they're done talking
and you're going to start talking.
They're not done talking they're just
taking a longer a moment that pause and
really trying to find the right correct
information then they'll finish their
sentence. So, when you're talking with a high "S"
you have to make sure that when they
pause you count to 5 in your head, so
that you don't over talk them. Okay, I
had and remember high "D's" like to talk
very quickly, so they usually railroad
"S's". "C's" and "I's"railroad "S's" in
conversation. I had one client say, "You know I'm a
High "D's", and I don't know any high "S's" and
I laughed and I said, "yes you do, you're
just over talking them." Okay, so what they
do best? They bring harmony to groups,
situations, they're friendly, sensitive
and great listeners.
They build networks of friends to help
you work coordinating cooperating with
others. They're also super loyal once you
get to know them. At first they're motto
might be stranger danger if they don't know
you, but once they know like and trust
you, they're loyal for life and will do
anything for you! Okay, what's hard for
them competition and they don't like
stirring the boat, working with you know
dictator type people, who aren't friendly
people. They take a lot more time making
decisions because they don't like change
and they always question themselves. So,
you can't push a high "s" to change. You
have to give them all the information
that they're taking it away. You have
their process their feelings; and, then
they'll come back when they are ready for the
change. Okay, voicing contrary opinions,
again they like harmony; so, that's hard
for them. So, high "C's" conscientiousness a
high "C" the most important thing for
them, are facts, figures and information.
They're very detailed oriented, they're
super organized, and these are your
typical accountant, for example.
Everything's in place everything adds up.
Now with a high "C", what is important for
them is control. Not necessarily of other
people, but of their own self in their
environment. So, if a high "C" was leaving a
meeting; and, of course they have their
agenda all ready to go, and someone in
that group try to take them off their
agenda, they're going to get super
uncomfortable, and they're going to do
whatever it takes its back on that
agenda. Okay, now what they do best? Highly
organized they even plan there you know
being spontaneous. They plan thoroughly
before deciding to act. Again, they take a
little bit more time to make decisions.
Because they have to plan it. Quick to think but
slow to speak! Okay, planning to need to
specify expectations
what's hard for them, what's challenging
working with unpredictable people or in
disorganized environments. Being outgoing
open it hard for them. They're closed
about the personal manners. Working with
others or in groups they prefer generally to
work alone and it's hard for them if
some gives them incomplete, unclear
directions, again they're the planners
well high "C's" are similar processes in
terms of taking more time to make a
decision and change. They're not
processing feelings what they need to do
they need to gather the information. They
need to go away and process all the
information. Okay, so if a high "C" wanted
to buy a pair of eyeglasses and go to
every single eye glass store in the city and they will
try them on and they will take pictures of each one
and they will you know creating Excel spreadsheet
look beautiful. Over a month, before
they will decide on which pairs buy, but
they will buy, and or change and make
that decision. Okay, so let's talk about
this Platinum rule and how to manage
relationships. So, people connect with
people they know like and trust that's
how people connect; and, so now you guys
know a little bit about yourself, you can
start taking this information; and, I
would recommend that you start trying to
identify, every person that you come in
contact with their highest one and start
modifying your behaviors how they like
to communicate you can connect with them
so remember the true definition of
communication is the response your receive
from the other person. Meaning, if you're
communicating with someone. Whether it's
a team member or superior; and, you're not
getting the response that you want from
that person; and, you have to take
ownership, you have to take
responsibility, change your behavior
styles to theirs, so that you can
communicate on a higher level
and get the response that you're looking for.
So, basically matching and mirroring
their behavior style, so you build
rapport, connect and they can see and hear
where you're coming from okay. So let's
talk about relationships.
In relationships, would do you know course
their goals and objectives, teacher
relationship businesslike and task
oriented, recognize their ideas and
accomplishment, be precise, efficient, and well
organize provide alternative actions
with brief supporting analysis. Again you
know the brief is really important they
don't want the details. They want the big
decision and they just want to make sure
you can get it done. "I" so course
their ideas dreams be entertaining and
fast-moving don't hurry the discussion
you know they high "I" you have to have
a lot more small talk with them.
You know oh, "you're going on vacation
that's great," how the kids. Yes yes um
last night at happy hour try not to argue
you will sell them. With with high "I" when
you give them constructive criticism
they don't generally take it very well.
And it's not because they're not open. It's
because they want they want to do the
best. They feel like they failed a little
bit , so they might get defensive but
they'll go away and we'll get it done
and they'll get it done right. Okay! Sometimes
and writing who "I's" to do what , where, and when.
They need a lot of structure. Again,
they get distracted shiny, squirrel; so,
they need hard deadlines and
accountability. Use testimonials and
incentives to positively affect their
decisions. "S's" The Steadiness - support their
feelings by showing personal interests
and active listening. Move along in an
informal slow manner. Allow them time to
trust you and don't push them. When you
disagree discuss personal feelings and
they're all about the feelings
these are caregivers are nurturers
provide guarantees and personal
insurances the other risk averse and
when you're actively listening to them,
remember the rule of thumb two ears, one
mouth, for a reason! Okay, "C" our
Conscientious people support their
organized approach. Demonstrate with
action not words, be systematic, exact and
prepared; lists advantages and obvious
disadvantages of any plan. And, they need
to process that research. Provide
guarantees improves actions can't
backfire. Again, "C's" are risk adverse
just like the "S's" and so motivating how
do we motivate these types different
types of behavioral styles. Any questions
are there that you ask. So, motivating "D's" lead with a
big picture. They don't like the details
they want a big picture. That's what
drives them. The vision you know what
you're vision what you're trying to do.
Provides them with options and clearly
described the probabilities of success
in achieving goals. "D's" you just
have to tell them what to do exactly how
to do it and the deadline and you can
then you can be and off; and ,they'll just
go do it ! That's it that's all I need.
Allow them the opportunity to make
choices they do like a couple options
set boundaries that let them take charge.
Again, give them the task. Tell they how to do
it, when it's due and they'll go get it
done. "I's" motivating "I's" - provide
special incentives to inspire them to go
the whole nine yards. And, you know that
special incentives can just be praise. High "I's"
tend to need a little bit more praise.
You're doing a great job! You know, "great
work on that." "Pat on the back," show them
how they can look good in the eyes of
other. How they look in their environment
very important to them even from the
dress, how they comb their hair, you know
how they stay out there living room,
their office. Free short-term content
that don't require long-term commitment.
Again, they get distracted so if it's too
long they're going to move on to
something else and forget about it.
They're going to get bored. Okay, reward
them in front of others they've love,
love, love recognition. Okay, let them
speak about their achievements. You know,
again they like to talk and it fuels
them when they focus on their way. Okay
our 'Steadiness group' motivating them
show how their work benefits others
benefits others again again they know
their caregivers they want to help
others, show how the outcome will provide
security for their family. Connect their
individual work to the benefit of the
whole team. Get them to see how their
follow through leads to greater good.
Show how can strengthening their
relationship with others. Okay, motivating "C's"
appeal to their need for accuracy and
logic, again there's super detail
oriented, super organized. Keep your
approach clear, clean and procedural they
love rules. Okay, these people will not
break the rules and they see other
people breaking the rules they're going
to get frustrated and they're going to
come to you as a leader and let you know
that because they want everyone to
follow the rules. Better yet provide
illustration and documentation. Again the
more information for-see's the better
they they absorb it, they eat it. The
board exaggeration and vagueness. Be precise
with them. Show them how this is the best
available current option. "C's" love to
plan ahead, sometimes to a default sometimes a "C"
will plan too much before
acting and taking action when they
should have taken action. You know the
day before. So, that's important to know
about them. Okay, so we talked a little
bit about the history, historical
perspective,
I'm not going to get too much into the
slide our great facilitator Greg is going
send all of these out to you when
they're all done and this is recorded. But
you know just focus on William Marston,
created the Disc, the Renaissance Man
Nobel Peace Prize winner, Iowa Dirt
Farmer and most importantly creator
of "Wonder Women," so I'm going to wrap up, "your
homework is to now that you know about
yourself, is to every single person that
you come in contact with trying to
identify their highest one. And match
mirror their behavior styles to see how greater
communication results in tangible
results you will get! Awesome!! Thank You
Everyone and I'll pass it back to
Gregory. Thanks Crystal for sharing
information about the role of the Disc
Assessment and identifying what
personality spectrums a person might
fall into. Just a couple quick questions
before we text over to Heather. Could you
tell me what is so important about the
Disc Assessment? Good, good question why
it's important is because each of us
prominently moves through the world and
communicates with our highest level Disc
Profile sometimes we alienate people who
are in the other quadrants without
knowing it. You know we don't know we
don't know but learning each quadrant and
learning these behavior styles then when
you communicate with someone you can
take ownership and responsibility and
communicate on their Disc Behavioral
Style, so those people will be able to process that
information quickly, build relationships,
trust you and so that you can work
towards that common goal and get there a
lot a lot quicker. How would you use this
information in real life situations?
Mm-hmm yep thank you for asking that! So,
that's part of the homework. It
definitely is a skill set a skill set
that most people don't have. But it's a
powerful skill set that once you have it
because it
changes communication on such a high
level when you're talking to people and
you'll be able to connect with people
and again get that tangible work result
that you're they're looking for and you
know this isn't only our professional
level it speaking on your personal level to. You know maybe you're a high "D"but your
spouse is a high "S" and your spouse
keeps telling you you know you're not
listening to me. You're over speaking me
so then as a high "D" knowing yourself is
the highest, you can talk slower you can
be more active listener, you can make
sure that when they're pausing they're
done talking, um and you can make sure
that their feelings are okay. That's just
an example. Thank You Gregory! Thanks
thanks for sharing that information. I
really learned a lot from your
presentation. Now I'd like to take the
opportunity to pass the floor over to
our next presenter Heather Choye. Good
afternoon Heather. Hello Gregory! How are you?
Good good thanks for joining us this
afternoon. Yeah thanks for having me I am
really excited to be here and share all
the information I have ready. Okay, so thank
you everybody for your time today and I
am really happy to follow that great
presentation by Chrystal her is
absolutely phenomenal and I've really
learned a lot in the past and over this
last talk; so, hopefully you're always
entertained by her information as I
am and Thank You Gregory for hosting
this event, so I have the opportunity to
share this really important information
with people, so they can actually
implement these strategies and start
seeing results in their lives and also
their business and how that ripple
effect will just make more of an impact
than people usually expect. The style in
which i will be sharing today is more
directed personally, but please keep in
mind as you're taking notes how this
works is you can apply it in 3
different ways, so there's going to be
personally applying it and then applying
it outside of yourself, in your
relationship and then there will also be
teaching this and role modeling it with
your staff and with others. So, as
you're taking notes keep in mind
take notes for yourself and also take
notes in understanding that you're
hopefully going to teach this to others.
So, we'll start from within and we'll
work our way up. The first thing that we
will do is take a quick poll. If you can
see a share whatever is currently going
on for you, as far as, do you experience
stress on a daily basis and go ahead and
respond to that. You'll have a few
minutes and respond yes or no to that
one. Alright looks like most people have
voted. Wonderful! So it looks like 80 or
I'm sorry 78% said "yes"
that's pretty on point, as far as, the
physical statistics go; so, a typical
standard statistics says, "physical symptoms
are typically 77% of
people experience those. And, that's
something under the category of chronic
stress which I'll talk about in one moment.
Then, 73% of people
typically say, "they have psychological
symptoms of stress." And, I'll go into the
difference on that and just a little bit
here. But there's two different areas
that we're going to focus on internal and external.
And, then a lot of people actually state
that job pressure is the number one
cause of stress; so, hence why I will be
gearing this conversation towards: how to
handle different special things, so you
can bring that into your work
environment. So, when it comes to stress
there are two different categories and
this is actually my my interest mostly
in helping people and re-booking have
been focused on whether you pay
attention to external situations or
internal behaviors. And, the results by
far today you'd be a much more valuable
and long-lasting increase if you focus
on an internal. Well guess what? The same
thing for stress. So there's 4
different categories of stress: there's
behavioral, mental, physical and emotional
basically what that means is they're
different ways
that we experience stress and different
stressors that comes with different forms.
There are different strategies to cope
with this that have been defined. So some
of them are: curiosity, re-defining
expectations and reframing. Those are all
under the internal category. There's also
ways to help your stress and reduce that
for external categories like eliminating
caffeine or a diet change, relaxation
techniques, sleep, leisure time and social
support. They're all phenomenally
important and very interesting. But, today
we will be focusing on the internal as
opposed to the external because that's
where I see the most value for my online.
And, we also are going to start by
talking about something that most people
struggle with fairly commonly which is
how to think about being outside of
their own perspective. Now, when we have
disbelief, when we approach our life or
situations with a fixed mindset, not only
are we drastically harming our
opportunity for growth and expansion
because we're not learning new
possibilities. But, we actually form this
kind of rigid pattern and it keeps us
from being flexible and moving with the
moment. It keeps us from connecting
deeply with others around us and it
makes other people feel less considered,
less heard and less cared for. So,
basically the way we can think about
this is: how can we be in a situation and
be present with the person were with or
with ourself in a way that doesn't cause
stress and anxiety? Typically the most
harmful form of stress and this may or
may not be new information to you but
chronic stress is pretty much the most
horrible kind of stress we most of us
have heard some kind of version of how
you potentially and you know in early
May
we would be chased by Tigers or things
of this nature where there would be a
huge adrenaline rush and that all the
different chemical reactions that happen
inside of our bodies, heavily impact that
one experience and then it decreases.
Well chronic stress affects a lot of a
lot of us at all times and so it's
impacting the endocrine system along
with a lot of other aspects of the body.
But the really harmful thing is it's
almost as if we are constantly getting
chased by that tiger. And, if we are
constantly experiencing that kind of
stress. We are really really harming
ourselves physically and emotionally and
our environment. So, how we can reduce
that is through, well at least my one of
my favorites techniques is curiosity. And,
so I'm going to ask you to do another
poll real quick if you can. So, you're
going to go ahead and respond. In the
past have you felt frustrated by someone
mis-understanding you. Go ahead and answer
that yes or no. Okay, it looks like our
vote are pretty much in. The response on this
one. Okay, looks like a 100% of
people responded "yes," so it sounds like
most people are experiencing is
understandings on a pretty common basis
and that typically causes frustration.
So, one way that we can help ourselves and
others at the same exact time is by
using curiosity as a tool. And, I'm
going to go into a little bit about
curiosity, but first I'm going to tell
you why really important to me and why I
make it a focal point of all my work and
find it to be the most useful tool out
of all. When I did all my research in the
well-being, I found a huge correlation
between where people were curious and
where they were most successful in life.
Quick way that you can test this out with
yourself, with your employees or in your
personal life. If you ask people if they
feel like they are curious in the sector
of relationship you are in. So, if it's in
their job place what you want to do is
you want to focus on helping them become more
curious. Well, what a serious move a
little bit more
complicated than you know digging into
something a little bit. Curiosity
basically comes from ability to be
open-minded. It's an ability to not
believe you have exactly the right
answer at all times. That is a really
challenging thing sometimes to do
because it Olympus and requires
vulnerability. It requires us to dig
inside and say okay, "I know one possible
way that this will work well." Maybe its
work really well for me in the past and
it's changing your perspective to
realize that no matter how many times
you've been successful something
somebody else may actually have a
different perspective that would
increase the level of success you are
currently experiencing by the way you're
doing it now. In order to bring that
curiosity into your life you have to be
open-minded enough to hear what another
person's perspective is. A huge stressor
is at a workplace environment. One of
the main causes of disharmony is when an
employee does not feel like their
supervisor or manager cares or wants
to hear their opinions. The know-it-all
mentality is a very hard one in a very
harmful one to deal with in a work
environment. It's also extremely harmful
in a personal desire in your
relationship if you're not as visiting
curiosity about what's not going right
do your personal relationships. It's
going to be really hard to have this be
high full-functional relationship
because the other person is not really
being heard by you. And, you're just
working with one brain rather than
two different perspectives. Every time you
are in a room with another individual, on
the phone is another individual or any
kind of communication with another
individual, you are able to expand your
perception and your range of thought by
using that other person's knowledge and
brain. If you are not able to extend
yourself to hearing the perspective you are limiting
perspective you are limiting
in this difficult situation, but
with somebody mainly further insight on
your part. So, you're actually limiting
perspectives and not increasing a great
work environment and atmosphere.
looks like is actually having
conversations with employees where
you're not checking out, but you're
really asking them what's it what's going
on for them. That could be on an emotional
level or on an intellectual Level.
But most likely every single one
of your employees have something they
can contribute to the environment
that they are not currently sharing with you.
So, the key is to find a relationship
share what their thoughts are to help the
environment and the dynamics to get
possible. So, that's one possible solution
for those kind of environments. Another
way to tackle this is by re-defining
expectations. Expectations lead people to
in a certain way. So, we're going back to
that fixed mindset. We want to stay as
far away from six mindset as possible.
Typically tend to approach situations
expectation and an idea of how things
should happen. How things should unfold. What
is and is not appropriate. For instance,
when we're talking about clients hair.
You walk in to a relationship with a
a medical issue I assume that most
people in the medical field have dealt
with some clients where it's as if they feel
every time you deal with them, it feels
like they are really complaining. You
dread going in there because you are like
"uh, what are they gonna complain about
now." Well that belief system is
is a certain amount of appropriate
complaining. And, when you really think about
it, it's a little bit silly that we feel
that way. Not only do we not know what
that person experiences is, but who would
expression would be. So, what we're able to do is
take our perspective and ask
ourselves, "why are we thinking that
particular way?" Where did I receive this
understanding that things should happen?"
a certain way? Once you can take that
framework and change it into a
different perspective. And, that's through
using techniques from things like Cognitive Emotive Behavioral Therapy techniques.
One of my favorite ones is
doing things like untwisted thinking and
that's basically where you're going to
deal with yourself and others in a way
where you're asking why you carry the
current belief systems that you are
currently carrying? So, you can approach
that in all different sectors of life.
And, like I just gave an example with a
client. But you can also apply it to many
different situations. So, I would ask you
to think of it whatever relationship you
are currently viewing the most
challenging. So, this could be at home
personally or in business. And, I want you
to think about what that root
frustration is coming from. So, if you're
if you're expecting that person to be
home at night and you get home; or if
you're expecting that patient to listen
to you and treat you as your authority;
or if you're expecting your employee to
show up at work dressed and ready to go
with a positive mindset and that is your
expectations. How did you come across
that expectation? Was it something that
the society taught you? Is it something
that you just always believed? And, maybe
there's a different way to approach this
particular level of frustration.
So, the first step there would be to
become curious. So, the student you see
yourself as triggers. You're going to
start having all the physiological
stress responses. So, you're going to may
be experiencing increased heart rate.
You're going to start feeling maybe hot.
You might feel some kind of anxiety of
many people exhibit a literal physical
twitch. Twitching of the foot! Clicking of
a pen! There's many different forms of
expressing different on-sets of stress
but as soon as you do that what I would
invite you to do is take a moment and
actually ask yourself: what is causing me
to have this experience? And, then ask
yourself why do I believed this "quote on
quote" should happen the way I believe
it should happen? Many times just asking
that question will take the edge off of
things. So, if you're able to take
yourself down a notch, as far as, your
anxiety goes, and say okay, I can figure
this out, I can handle this I mean doing
in my own frustration is not going to
solve the problem. It's not going to
improve it not going to improve the
relationship or the dynamic. So, move into
curiosity. Once you've asked yourself
where you have received that faith
thought process. Then you can move into
the next stage. Which is actually
becoming either those two things can
happen at that point. At that point you
can either realize that, "okay this is my
belief system." I don't want to impose my
belief system on somebody else. I realize
that this is only formed from my own
experiences. So, my own experiences in
life are 100% different
than every single other individual that
is a living and existing in the universe.
Nobody out there has has same exact
experiences as I have.
Which means they are not using
the situation exactly how I am they're
not coming at it from the same
perspective with the same mindset or
with the same belief system. As soon as
you can assume that the person is not
coming at the situation with negative
malicious intent. So, I'm not talking
here about the people that we feel like
our causing problems because they want
to cause problems at the different
things. What I'm talking about is when people
do things that frustrate us. To actually
believe that they are not maliciously
trying frustrated but they don't
actually know how do it differently. As a
manager, as a partner, as a friend of a
colleague, an employee we have a ability
to work with others and understand their
perspectives and the way that they have
come to think and share what is
happening with them and what is
happening with us and create a dynamic
between us where they actually can see
that we want to understand them and
that we believe that they would do
things better if they could and that we
actually would like to help them do
things better from a genuine perspective.
And, by doing that we will create lasting
bonds and relationships with them. So
again what you want to do is you want to
be able to serve your clients better by
bringing in these curious mind-sets. And, the root to do this
is curiosity, is the key! The
key to curiosity is compassion. So, when we
are thinking about how people
frustrate us or different situations of
frustrate us. There is a difference
between sympathy and compassion and in
the medical field in particular. It's
really significant to pull on compassion
and not sympathy. Sympathy not only is
less effective with clients. They do
not feel as heard or as cared about but it is
also emotionally drained up and I know a
little bit about this because a lot of
my job is about understanding how the
clients that I am working with. It's seeing
the situation and typically they're in a
fair amount of discomfort. If I have
sympathy for them, unblocking my ability
to meet them where they are and help
them through the situation. That is where
compassion comes in. So, the difference
is, sympathy is feeling bad for some of
the situations. So, let's say you have a
client that is in a lot of pain. You approach
the situation with sympathy. O' so sorry
that you're in pain right now. If it
doesn't actually help that client. If you
can come to them with compassion, which
sounds much more like, "Wow! I can see
you're in a lot of pain right now that
really looks like like an uncomfortable
situation for you to be in. I have
really been there before. How can I help
you with that? What can I do to relieve
whatever is causing you anxiety? Can I
give you more information? Are you in
physical distress? Can I get
somebody to help you with this situation?
And, sometimes all they need is somebody
that there and they actually feel like
is listening and caring for them.
And that alone will actually resolve a
lot of their distress. Just by having me
there. Um a lot of times we discredit how
important and how significant are
presence
truly is. In all of life again, in personal
relationships and business relationships
the number one thing you can do to help
your clients is to be present with them
in order to be present with them. It
requires a fair amount of compassion and
vulnerability. If we're not able to bring
vulnerability and compassion to the
table in those moments. They're not
going to feel like it's genuine. It's
always much better to bring in humor and
honesty than it is to check out and
and not be with your client. So, if you're
having a hard time that day. It's okay
actually to share that with your client.
Of course, you don't want to give them an
impression that you're not able to be
there for them. But it's good to relate
to our clients. It makes us human, it
makes their experience feel more
relatable and normalized. So, that's a few
ways to bring compassion and
curiosity to the table in a different
relationship that you have, specifically
in client care. And, I hope that some of
that has been helpful to you and I'm
really excited to help as many people as
possible increase their workplace
environment and their home life, so they
can serve with their highest self. And,
bring that to the table. Thank You for
your time today! Thank You Heather for
sharing that information just a couple
quick questions before we open up the
questions and answers from the attendees.
Leading a healthcare organization comes
with many responsibilities and also
often coupled with stress and becoming
burnout, which will impact the individual
the organization. Having worked in the
health care sector for many years I've
seen a higher than normal rate of
absenteeism and turnover rate, which
would detract from the quality of care
that we provide for our patients. What
strategies would you recommend senior
leadership to implement with employees
to help minimize or alleviate some absenteeism?
Right, so not to be
a dead horse here. But, curiosity is going to
be a really easy approach to instantly
transforming a workplace environment.
There's a lot of different ways to do
this. You can use them at different
programs. You can start creating
either shorter meetings once a week or a
little bit longer meetings once a month.
But the real goal is to approach it with
genuine compassion and curiosity. As soon
as, your team feels that. It's going to be
a way to reduce the stress in their
environment by causing tons and tons of
support. There's all different kinds of
external, as we discussed at the
beginning, some ways of helping reduce
stress. The easiest one a lot of people
are implementing right now is
mindfulness. Mindfulness techniques in
general are great! A quick one that I can
help immediately with: "If you teach your
staff and you yourself practice
breathing into the belly, so you take a
time out before a stressful event or at
the beginning of a meeting or after a
week or just as a reminder sticky note on
desk or something of that nature, to sit
in a chair ground yourself feel the
literal floor underneath you kind of
feel and feel into your physical
body a little bit. And, then take some
deep breaths into your stomach. Focusing
on not pushing up the shoulders or
expanding the chest. This sends
neurological signals to your brain that
you have become in a safe environment.
And, it will instantly decrease your
stress level. So implementing a practice
like that into your overall approach and
individually, will really help reduce
stress very quickly if you want to do
the more physical external approach." As
well as the curiosity. Thanks for sharing that
you did a wonderful job of explaining
using
curiosity as a tool around practicing and
exhibiting curiosity. What would you
suggest for health care leaders to do to
encourage these practices on a frequent
basis at the organizational level. I
would say leading by example is going
to be even number one way of doing that.
It's obviously the hardest way it's
not something that we can set a box off
on something, but it really is all about
doing the internal work ourselves, so we
can show up with the level of compassion,
vulnerability and curiosity required to
start leading by example. You know when
you're in a position of power and
leadership there's really no better
thing than you really do it yourself
first. It will if nothing else it will
change the energetic of frequency in the
area for the other people to feel much
safer in the environment. To share their
version of curiosity. So showing up every
day, genuinely looking at your employees
eyes and connecting with them. Making
sure to pull them aside when you have
minute and have a little bit of energy
and looking at them and saying, "Hey I was
really wondering how you're doing I've
been noticing this" or "has there
anything that you would be willing to
share with me that you have in mind this
would help our environment" or "how can I
support you doing your job more
efficiently." You're doing such an
excellent job that I believe and I trust
that you have so much more to offer us.
And I'd love to hear what that is! You'll
see a 100% turnaround from
even the most difficult employees if you
can open yourself up to that
conversation. Thanks for sharing some of
those strategies with us. I would like to
take the opportunity just to interject a
couple quick questions to the entire
panel so feel free to chime in on any
of these questions Crystal or Heather.
The first question is, oftentimes we look
at a particular situation through our
lens from the experiences that
we've had in our lifetime. And, the same
person to look at the same situation, but
see something different in the situation,
not saying that one person is right or
not
saying that the other person is wrong.
But through our experiences in life we
have a hard time understanding the other
person's perception. Which can lead to
stress from one another. Do you think
organizations should have a regular in
service or staff meeting to talk about
those. So I'll chimein and I think
Heather will have some as well. So, yes so
communication is key and then everything
without communication everything breaks
down. So I tell all my clients they
should be having a weekly staff meeting
and have that agenda. Talk about you know
the "wins" the "successes" of last week,
talk about the "challenges," talk about the
bigger vision, goals and how each
individual are going to contribute to
that goal that week. And, people any have
a being a little bit of a space for an
open forum talking about any breakdowns
in communication. But, that's my
advice. Yes, I was second all of that.
I think that it's extremely valuable
for a group do many things that's going to
allow for more fluidity and
communication. That a lot of times we
feel like we're just barely keeping our
head above water. And, so we eliminate
things like team meetings. Sometimes
that's because the team meetings aren't
being run quite effectively. And, so
people kind of show up to them expecting
not to receive much out of them. So it's
not just a actual check mark of the
meetings happening. But it's actually
running a meeting in a way where you're
effectively helping all the people in
the organization communicate clearly and
effectively with each other with an open
perspective and open mindset. And, I think
that that's key above just how often its
happening or how long or any of those
that's how the meeting is actually being
run and not being afraid to say, "hey the
way we are structuring this meeting
could be improved I'd also love
influence input from everybody on how to
improve our team."
I think that would be valuable. Thank You
Heather! We all know that the health care
landscape is frequently changing;
especially, as the Affordable Care Act's
starts to achieve the Triple Aim. When
we look at organizations who implement
in they're hiring process the
personality assessment evaluations. Do
you think these assessments truly filter
out employees who are consistent with
the mission, vision, goals and values of
the organization. I'll chime in first
that's okay Heather. So, the answer is "yes".
One thing to keep in mind you know our
systems and hiring systems that are very
very effective. But we're you know
dealing with people. So, there is no
perfect hiring system. But, there are some
great hiring systems out there such as
the personality profile. So, for example
you know that helps you put the people
in the right position, so you have the
right players on the bus to be able to
complete the task and get the result
you're looking for. You know there's a
saying about hiring higher slow fire fast.
And, when you're looking for people with
certain, whether it's their behavioral
style because that affects you know what
types of work that they like. And, you
know they're going to be happy and
retention. And all that, affects the
bottom line. So there's a saying "you can
teach you can teach a chicken how to
climb a tree, but it's easier to hire a squirrel.
The way I can answer that is through
kind of a backwards approach because I
do career coaching. Which is basically
helping people find the right job for
them or career paths. And, in that work
that I do I work a lot with values. Where
we do value exploration as the main tool
to find what the proper career path and
fit at the workplace environment will be.
So, I definitely think that you know that implementing
those tests sounds like a great
idea but in the end one thing that's
going to be really valuable is have a
sit-down conversation where you
familiarize yourself
enough with how to explore it for someone's
values enough to see if their values
are a good fit for your company and for
the position that they would be hired
to. If they are a really family oriented
person and that's the top of their
values and you're expecting them to work
night shift and work you know 60 to 70
hours a week because of the position
they're going to be miserable. They're
not going to be meeting their values. So
on the other hand is that if you're
interviewing somebody and their highest
value is you know work ethic and
contributing to the world. That same
person would see her that different
person would be a great fit for that
same position because their values are
going to be very high in that position
so that would be the other part that I
would suggest to fill in addition to
any kind of position. Thank You Heather. I know that we
talked you know a good portion of
today's presentation about stress one
question that we have is: I've heard I've
heard stress can be both good and bad
could you expand on whether or not this
is true? Stress can be a healthy motivator
when it is not chronic stress and that's
what I was talking about earlier with
that kind of constant um it really is
harmful to the body specifically the
endocrine system when we're releasing
those really high level hormones
constant. But to have a little bit
of an adrenaline boost right before
we're going to go into an event isn't
necessarily harmful and it can when it
is doing what it was intended to do
which is kind of readying you for
actions that it's good. When it's
not reading you for action but your body
is constantly in a state of overwhelm.
Then it's bad. So, basically what that
means is if you're experiencing kind of
constant agitation that is not
stress. If you're experiencing that kind
of adrenaline rush right before you're
going to go into
surgery or a conversation with somebody or
for a meeting those can be good they
just kind of heightened our senses they
increase blood flow they do a lot of
kind of effective things to make us
really alert to prepare. Okay and then I
would like to ask one final question
When taking the Disc Assessment a
couple times you seem to reveal
different results each time
you take the assessment. What does that
mean? Um I'll lean on this one what that
means is certain parts of your time
maybe you have a task that you normally
would like to do, but you have to do it.
So, let's say you're high "D" so your
dominant and you're driven and you don't
like details. You like to delegate that
out. You like big vision. You have to win.
But your superior told you I need you. I
need this very specific spreadsheet and
it has to be very precise and it's going
to be about 20 pages long. So, you know
you have to do that task, because your
superior told you. So you can shift
literally shift over to your high "C"
focus and get that task done. Now if you
stay out of your number 1 quadrant or
highest-profile for too long. You're
you're going to get mentally and
physically uncomfortable and upset and
you're not going to like it and you're
going to go back to your number 1
high-profile as soon as you can. So, you
can shift through them in your
combination of all four, it's just that
your number 1, primarily how you
communicate and walk through the world.
Thank You Crystal! Now, we'd like to take
the opportunity to open up the questions
and answers from the attendees. On the
left hand side of the webinar platform
is a text box to write a question to the
presenters. If you have a specific or a
general question for the presenters.
Please insert your question into the text box.
If you have a specific question for one
of the presenters that you would like to
ask, please insert her name next to your
question. At the end of today's webinar
you'll be directed to
a short survey which The Healthcare
Executive, hopes you will take the time
to fill out and planning for a future
event. So, the first question is what if
you found yourself fitting into parts of
all four categories, but not dominant in
any single quadrant related to the Disc
Assessment? Good question! That means
you're very well balanced, so you can
move through each of those behavioral
styles a lot easier and change your
behavior style a lot easier than the
majority of most people. AKA you're a
"unicorn". And, then the next question is
how do I know if someone is or if I am
having trouble coping with stress. The
easiest answer for that is where your
mind fret harder to diagnose somebody
else if they're experiencing stress
without just asking them simply as they
feel stressed out. But, if you're trying
to figure out how your if your stress
and it's so many signs would be just
kind of common one so how are you
sleeping at night if you are left by
yourself. Where did your mind wonder
too? Is it repetitive thoughts? Are you
beating yourself up? Are you feeling down?
Are you constantly trying to distract
yourself? If you do have downtime what
activities are you inclined to do? So,
those are kind of ways to explore and see
when we're not more not preoccupied
with something where our mind goes. Thank
You Heather! One other question is is this
was geared towards Crystal could you
tell us when you're looking at the Disc
Assessment is it important to take the
Disc Assessment multiple times? And if so,
could you tell us what that what that
means when you're getting different
different results every time you're
taking the assessment. Good question! The answer
to that is generally you have your
natural adaptive behavior style. But
again a certain situations you may have
to shift. So I'll give you an example. I
have a client who is a high "S". Okay, you
know caregiver, nurtures like
move slower. Uh and she was a soul
thought for a while and then just
expanded her team got a commercial space
and so when she took it again during
that time where she had it filled up the
business very quickly. Her results showed
her as a High "D" dominate, very
action-oriented and very
results-oriented, because she had to
shift back she'd have shift into the "D",
in order to, get the results that she
needed done quickly, in order to be
successful! Now, when all the systems are
complete she'll naturally shit back to
her "S" if that make sense. Thank you Crystal!!
I don't see any more questions coming in
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question, please insert your question
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specific question for one of the
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insert her name next to your question. So it
looks like I don't see any other
questions coming in at this time. I would
like to give Crystal the opportunity to
leave us with some closing remark. Sure
thank you Gregory! Well, I just want to thank
Gregory our awesome facilitator for
being able to do this forum today to
give value to the audience. And, thank
Heather for being my partner today and
know being able to do that on a higher level.
Also, I wanted to an extend an offer and
that is exclusive to this group. We're
offering this group a 60-minute
complimentary executive coaching session.
We talked about generality today. The
discussion would allow you to dig deeper
into you know what your challenges are,
goals are, etc. Now, just so you know these
type of sessions are usually booked out
two weeks in advance. So, if it does
make sense on both ends to have this
casual chat to get to know each other
better and produce more value. You can
email me at CrystalShanks@actioncoach.com
and my calendar as I'm
sure yours
so very quickly. So, its first come first
serve basis. And, I enjoyed my time
together with you guys today thank you!!!
Thank you for sharing that Crystal. I
also like to take the opportunity to
give Heather the opportunity to leave us
some closing remarks. Yeah it was a
lovely being here "thank you" for having
me Gregory. And, always a pleasure Crystal
to work with you. And, I admire your work
I suggest anybody take her up on that
offer. And, I would love to help
anybody that would need or desire to
have a more cohesive work environment
and feels like they could use a little
bit more guidance. Please feel free to
contact me from at: Heather@livelaughlovelifecoaching.com
And, I would be
happy to have a conversation with you
about working a little bit more on how
to effectively implement these things
and your workplace environment and
handle workplace or personal stress.
and if you have any personal questions
please feel free to reach out me. And, I
would be happy to answer them as well. So,
thank you for taking your time today to
learn this. And, I really hope that you're
able to take it back and implement it
and see great fantastic lasting results.
And "Thank You" Crystal and Heather for
sharing a wealth of information with us
this afternoon! We truly appreciate that.
We like especially thank today's
moderator Greg Wahlstrom, Crystal Shanks,
Heather Choye and Sunshine Mattison
for taking the time to share
for an information about healthcare
executive leadership with focus on
improving stress and communication and
the impact it has on each of our
healthcare organizations. We will be sending
all the attendees instructions on how to
self-report your 1.5 hours of Qualified Education credit through the
American College of Healthcare Executives and
also a link to the webinar recording. A
week from today. Feel free to connect
with us across the social media
platforms. If you have any questions in the
interim, please do not hesitate to
contact us at the information below.
And, we would also like to thank each and
every one of you for taking the time out
of your busy day to attend today's
webinar make sure that you log into your
ACHE.org account to record (i.e. self-report) your 1.5
hours of qualified education credit for
today's webinar and this will conclude
today's webinar.