Montana Health Care Association, The Florence Prescription, presented 9 23-13

The Florence

Prescription for a

Culture of OwnershipMontana Health Care Association

September 23, 2013

Joe Tye, CEO and Head CoachValues Coach Inc.

Copyright © 2013, Values Coach

Inc.

Comment posted on Allnurses.com, 9-18-12

“As an ER nurse I give you all

the credit in the world. I can

tell when residents receive

loving care, and I feel proud

of the nursing profession

that includes such wonderful,

caring nurses...

Comment posted on Allnurses.com, 9-18-12

“… I can’t do LTC, I don’t

have the personality for it, so

God bless all of you. I really

think you are doing great

work.”

Self Made Man by Bobbie

Carlyle

6

Key goals for our

morning together

7

Goal #1 – Your Organization

Describe the concept of

Invisible Architecture™

and the why & how of a

culture of ownership

8

Goal #2 – You

Share strategies that

will help you see the

lion in your own mirror

When Sally and I were in the

market for a second home in

Arizona our criteria were:

Spectacular back yard

Low to zero maintenance

Affordable

And this is our primary

residence, the Solon house

where we lived for the past

20 years and raised our

two children – photo taken

last April 20…

Lessons

Things aren’t what they

seem.

What you really want might

be closer than you think.

You must be willing to

jettison old baggage to move

forward.

There is almost always a way

to create a win-win.

Healthcare Crisis

Your

Organiz

ation

Question #1

When did the

healthcare

crisis begin?

Question #2

When will the

healthcare

crisis end?

23

This story…

24

Has a happy

ending!

The Lady with the

Lamp and the

foundations of

modern healthcare

27

The Crimean War

William Howard Russell

The British Ego

“Surely this is the

Kingdom of Hell.”

“A vast field of suffering and misery”

Reverend Sydney Godolfin Osborne

And we think WE have a healthcare crisis!

Laura Fraser in the

BBC television

program Florence

Nightingale

“By the end of the war, the

Scutari hospitals had been

transformed into efficiently-

organized, smooth-running

operations.”

Mark Bostridge: Florence

Nightingale:

The Making of an Icon

Florence Nightingale firsts include:• Medical records

• Laundry and housekeeping

• Infection control

• Nutrition service

• Pharmacy

• Materials management

• Patient library

• Medical triage

• Nursing uniforms

• Chaplain service

The first person ever to

calculate cost per patient

day in a hospital!

She understood the rule

no margin, no mission

The first professional

long-term care

administrator

After the war

The [Sidney] Herbert Hospital, 1866

WWFD – Today?

“Nightingale’s

enduring legacy is

socially relevant

because the

profession of nursing

shows signs of losing

its soul; it is in

crisis.”Barbara Montgomery Dossey et al: Florence

Nightingale

Today: Healing, Leadership, Global Action

And it’s not

just

nursing!

Companies that study

employee engagement*

consistently find:

~ 25% fully engaged

~ 60% not engaged

~ 15% aggressively

disengaged

* e.g. Gallup, HR Solutions, Press Ganey

Engaged: Spark Plugs

55

Not Engaged: Zombies

56

Disengaged: Vampires

57

Disengagement

negatively

effects…

Clinical

quality

Patient safety

Patient

satisfaction

Productivity

Marketing

image

Turnover (good and bad)

Job security

Disengaged people,

especially disengaged

managers, are a

defect

But what’s

even more

tragic...

It has a life-diminishing

impact on the

disengaged.

“Disengagement [is]

one of the chief causes

of underachievement

and depression.”Edward M. Hallowell, M.D. in HBR, 12-10

Cynthia Pearsall

Mina Ubbing

CeCe Peters

Let’s take a tour of your organization’s brain…

77

Bean

Cou

nte

rPo

et

79

Management is of the

left brain.

Leadership is of the

right brain.

And in today’s world we need leaders in every corner – not just in the corner office

transactional

Transformational

Rules

Values

Process

Attitude

Plans

Inspires

contracts

Handshakes

Measured

Seen

A Given

A Choice

Inert

Contagious

What you do

Who you are

Boring!

Chaos!

Left Brain Counts beans

Right brain creates

beans

It’s not

accountability (left

brain) OR ownership

(right brain).

It’s how we

interrelate the two

to create a whole

brain culture.

The journey from mere

Accountabilit

y to a culture of

Ownership

Ac

count

able

Accountability

Doing what you are

supposed to do because

someone else expects it of

you. It springs from the

extrinsic motivation of

reward and punishment.

You cannot hold people

“accountable” for the

things that really

matter.

Nobody ever

changes the oil in a

rental car!

Ownership

Doing what needs to be

done because you expect it

of yourself. Ownership

springs from the intrinsic

motivation of personal

pride.

19,734,525 views 80,976– avg 5 stars

“We have hundreds if not thousands of examples…” 816,911

104

Invisible

Architectur

e“Invisible Architecture” is a trademark of Values Coach Inc.

Invisible architecture

is to the soul of your

organization what

physical architecture

is to its body.

3 stages

Th

e F

ou

nd

ati

on

Core values

define what

you stand for

and what you

won’t

stand for

The 3-minute

values clarification

drill…

The values statement on the wall:

Compassion

Advocacy

Respect

Excellence

The cute acronym philosophy for creating values statements

Old version

Compassio

n

Advocacy

Respect

Excellence

New version

Integrity

Enthusiasm

Loyalty

Stewardshi

p

Ownership

Fun

From…

Compassion

Advocacy

Respect

Excellence

To…

Nobody does it

better than...

119

Zappos Family Core Values1. Deliver WOW Through Service

2. Embrace and Drive Change

3. Create Fun and A Little Weirdness

4. Be Adventurous, Creative, and Open-Minded

5. Pursue Growth and Learning

6. Build Open and Honest Relationships With

Communication

7. Build a Positive Team and Family Spirit

8. Do More With Less

9. Be Passionate and Determined

10. Be Humble

Source: Zappos website

1. Deliver Wow Through Service

Core Values Frog thinks anything worth doing is

worth doing with WOW. To WOW, CVF differentiates

himself by doing things in an unconventional and

innovative way. He goes above and beyond the

average level of service to create an

emotional impact on the

receiver and give them a

positive story they can take

with them the rest of their

lives.

Source: Zappos website

The guiding insights

behind our work at Values

Coach…

122

Values are

Personal

125

“People who are clearest

about their personal

vision and values are

significantly more

committed to their

organizations.”James Kouzes and Barry

Posner:

A Leader's Legacy

Nobody learns

everything they

need to know in

kindergarten!

Created by Values Trainers at Fillmore County Hospital

Certified Values Trainers – Sidney Regional Medical Center

Fillmore County Hospital

CEO Paul Utemark said

he got a whole new

team and didn’t have to

change any of the

people.

The deepest human

values transcend

political and religious

beliefs, ethnic heritage,

social class, and every

other superficiality.

After all, who

wants to be a

phony?

Core Action Value #1

is Authenticity

And don’t people who

live their values inspire

and influence others?

Core Action Value

#12 is Leadership

Core Action Values 1-6:

Laying a Solid

Foundation

Core Action Value #1

AuthenticityThe Cornerstones:

1. Self-Awareness

2. Self-Mastery

3. Self-Belief

4. Self-Truth

Core Action Value #2

IntegrityThe Cornerstones:

1. Honesty

2. Reliability

3. Humility

4. Stewardship

Core Action Value #3

AwarenessThe Cornerstones:

1. Mindfulness

2. Objectivity

3. Empathy

4. Reflection

Core Action Value #4

CourageThe Cornerstones:

1. Confrontation

2. Transformation

3. Action

4. Connection

Core Action Value #5

PerseveranceThe Cornerstones:

1. Preparation

2. Perspective

3. Toughness

4. Learning

Core Action Value #6

Faith The Cornerstones:

1. Gratitude

2. Forgiveness

3. Love

4. Spirituality

Core Action Values 7-12:

Taking

Effective Action

Core Action Value #7

PurposeThe Cornerstones:

1. Aspiration

2. Intentionality

3. Selflessness

4. Balance

Core Action Value #8

VisionThe Cornerstones:

1. Attention

2. Imagination

3. Articulation

4. Belief

Core Action Value #9

FocusThe Cornerstones:

1. Target

2. Concentration

3. Speed

4. Momentum

Core Action Value #10

EnthusiasmThe Cornerstones:

1. Attitude

2. Energy

3. Curiosity

4. Humor

Core Action Value #11

ServiceThe Cornerstones:

1. Helpfulness

2. Charity

3. Compassion

4. Renewal

Core Action Value #12

LeadershipThe Cornerstones:

1. Expectations

2. Example

3. Encouragement

4. Celebration

When a critical mass

of people connect

with and act upon

their core values,

they will have a

positive impact on…

Th

e S

up

ers

tru

ctu

re

Culture is to the

organization what

personality and

character are to the

individual.

Which diner is most

likely to earn your

repeat business and

have you recommending

the place to friends and

neighbors?

Or…

This is not a trick

question…

It’s the reality of

competing today.

Same business

Different cultures

People pay to

shop at

Costco…

People shop at Wal-

Mart because they

don’t have to dress up

like they do for the

Dollar Store.

Same business

Different cultures

Nap

Rap

12 Reasons Culture

Eats Strategy for

Lunch

Reason #1

People are loyal

to culture, not

to strategy

Southwest

Airlines didn’t

earn the highest

loyalty in the

industry with its

bags fly free and

fuel price

hedging

strategies

Getting a job at the Zappos

call center is more

competitive than gaining

admission to Harvard

Reason #2

Culture

provides

resilience in

tough times

A resilient culture was more

important than new

strategies in saving

Starbucks

“The only assets we have

as a company [are] our

values, our culture and

guiding principles, and

the reservoir of trust with

our people.”Starbucks CEO Howard Schultz in

Harvard Business Review, July-August

2010

Reason #3

Culture is more

efficient than

strategy

Nordstrom people don’t go

above and beyond the call

of duty because it’s in a

policy…

This is the Nordstrom

policy manual in its

entirety…

Reason #4

Culture creates

competitive

differentiation

Les Schwab sells the same tires

you can buy anywhere else – but no

one can compete with their culture

“Advertising is a tax

you pay on having an

unremarkable culture.”

Robert Stephens, Founder of Geek

Squad

Your culture is

your brand!- Tony Hsieh

Reason #5

Culture can

spark a

contrarian

business

strategy

From a Glamour magazine article – NOT a paid ad!

“Celebrities from Kristen Bell to the

Jonas Brothers to Heather Graham

have all pledged to go barefoot

tomorrow -- will you embrace your

inner hippie for a truly worthy cause,

too?”

You cannot buy

publicity like that at

any price – you earn it

with a great mission

and a powerful culture.

Reason #6

A brittle culture

can doom even a

great

organization (or

product)

As witnessed by one

of the most highly

publicized funerals

of our time…

The fingers are all

pointing in the

wrong direction

What really killed

Hostess was a culture

of labor-management

hostility.

Reason #7

When strategy

and culture

collide, culture

will win

Nardelli’s hard-fisted GE

strategies increased

sales, profits, and stock

price…

At the cost of violating its

people-centric values and

ability to compete for the

best talent.

Home Depot’s board

wanted so badly to get

rid of Nardelli that they

paid him a quarter of a

billion dollars just to

make him go away!

Reason #8

Cultural miscues

are more

damaging than

strategic ones

Not fixing Dave Carroll’s

guitar cost United $millions

Not to mention the damage

to the company’s already

bad reputation for

customer service…

And the airline’s already

troubled employee

relations (they are the ones

taking the brunt of

customer ire).

Reason #9

Strategies can be

copied but no one

can copy your

culture

All the major air carriers

copied the Southwest

business model: but they

all failed the culture test.

Reason #10

Culture

provides

greater

discipline than

disciplinary

action does

We don’t need

to tell people

they can’t

smoke in our

buildings or

discipline them

when they do –

coworkers will

take care of that

People too young to remember

these days hardly believe it when

you tell them about it.

Reason #11

Culture provides a

level of risk prevention

that cannot be

attained with strategy

alone.

Wal-Mart’s culture of

low price at any cost

has come at a huge

cost to the company.

Wal-Mart has spent

over $100 million on

the investigation of

bribery and other

ethics scandals.

Sam Walton would

be rolling over in his

grave!

Reason #12

Culture will have a

significant impact on

your future bottom

line.

Your bottom line next year

will largely be determined

by your current strategies;

your bottom line in the

following years will be

more influenced by your

current culture.

“Every organization has a

culture. Unfortunately,

many, if not most,

cultures develop by

happenstance...”

Pamela Bilbrey and Brian Jones: Ordinary

Greatness: It’s Where You Least Expect It...

Everywhere

Your organization has a

strategic plan – but do

you have a culture

plan?

The 6-word

culture

clarification drill

208

Hemingway wrote a

short story in just 6

words

And this guy made a fortune with just 6 words

210

From a large

medical

products

company

211

Version 1

Global company driven

by motivated

individuals

212

Version 2

Great company, often

own worst enemy

213

Version 3

Process driven crisis

management creating

dysfunction

214

From a large

academic

medical center

215

Version 1

Heartfelt commitment

unifies a dynamic

culture

216

Version 2

Sailing in turbulent

waters rudders

aligned

217

Version 3

Dedicated employees

deflated by

overwhelming obstacles

How can managers working

in the same organization

have such differing

perceptions!?!?

Entrepreneurial small business

We’re tough

We’re focused

We win

Nobody does it

better than...

Southwest Airlines Motto

Servant’s Heart, Warrior

Spirit, Fun-Loving Attitude

The greatest

culture change

story of all time

Are you old enough to

remember these days?

Back then people

smoked everywhere!

When Dr. C. Everett Koop called for a smoke-free society in 1986 it was an “impossible” goal

What happens to

someone who

lights up in a

public place today?

We don’t need

to tell people

they can’t

smoke in our

buildings or

discipline them

when they do –

coworkers will

take care of that

A Key Point!

You cannot allow

people to opt-out of

positive culture

change!

Culture doesn’t change

unless people change,

and that is

emotional

work!

Th

e

Inte

rior

People don’t care how much

you know until they know

how much you care…

236

Emotional climate is

determined by what

you expect and what

you tolerate…

237

And over time, what

you tolerate will

dominate over what

you say you expect!

238

A positive workplace

culture begins with

intolerance for toxic

emotional negativity.

239

“One toxically negative

person can drag down

morale and productivity

of an entire work

unit.”

240

“It is a leadership

responsibility to create a

workplace environment

where toxic emotional

negativity is not

tolerated.”

245

Harlan County Hospital

Brodstone Memorial Hospital

Alverno Clinical Laboratories

White River Health System

Mr. Pickle Jr.

Values Coach office

Sidney Regional Medical

Center

The Pickle Challenge at Star

Valley Medical Center in Afton,

WY

The pickle party at the Battle

Creek VA Medical Center

Building a

culture of

ownership

Do you have to start with the

right people on the bus?

You can’t always

choose who you

have on the bus!

You can’t just

throw all the

“wrong” people off

the bus!

You can create a bus that

everyone wants to ride

It begins with a

shared vision…

261

Essential

qualities for

promoting a

culture of

ownership

Fairfield Medical Center adopted

the 8 Florence Characteristics

for their employment brand

Commitment

To the values, vision, and

mission of the

organization

Commitment is

most important

when the going

gets tough...

“We need to see

opportunities where others

see barriers. We need to

be cheerleaders when

others are moaning doom-

and-gloom.”

“We need to face problems

with contrarian toughness

because it’s in how we

solve those problems that

we differentiate ourselves

from everyone else.”

“Brick walls are not

there to stop you, they

are there to make you

prove how much you

want something.”

Randy Pausch: The Last Lecture

Engagement

With patients,

coworkers, and with the

work itself

At Best Buy, a 0.1%

increase in employee

engagement generates

a $100,000 increase in

gross store revenue*

* Harvard Business Review, October 2010

Passion

Enthusiasm, positive

attitude, and joy

reflected in everyday

actions

Initiative

Don’t wait around to be

“empowered” –

Proceed Until

Apprehended!

This giant poster greeted me when I

arrived at Star Valley Medical Center for

our course on The Twelve Core Action

Values

279

Can one person

who takes

initiative change

your

organization?

282

MMFI!

Fellowship

Because (as Mother

Teresa reminded us) we

are all children of the

same God

The root of the word

integrity is “integer”

– one unified whole

The incredible

invisible man

288

Pride

In your organization, in

your profession, in your

work, and in yourself

Pride is reflected in the answer

to that universal icebreaker

question:

What do you do?

What do you do?

Thanks for asking!

I’m good at what I do.

I love what I do.

I’m proud of what I

do. What I do is

important.

What could be more boring than

industrial ventilation systems?

Part 2 – Seeing

the Lion in

Your Mirror

Breaking through the

invisible ceiling on

the performance

potential of your

people and of your

organization

1. Reprogramming

negative self-talk

What is the first

word that a

child learns to

say?

2. Checking the

emotional baggage

306

3. Defining your

memories of the

future

310

Joe’s Youroscope

A breakthrough concept

emerges back at the office

today. A great day to

make a difference, make a

friend, and make a

decision and...

Joe’s Youroscope (contd.)

A great new opportunity

will come from out of the

blue, but it will be well-

disguised – so pay

attention and focus, and…

Joe’s Youroscope (contd.)

Call your

Mom

316

You can remember the

future more clearly and

more accurately than

you can remember the

past.

317

The difference

between wishful

thinking and

positive thinking…

318

Wishful thinking is

hoping for something

and waiting for

someone else to make

it happen.

319

The new American Dream

320

Positive thinking is

expecting something

and working to make it

happen.

321

Wear your Dream next

to your heart

322

Five times every

morning and two things

every day.

323

A Memory of the Future

creates healthy

cognitive dissonance

324

325

Imagination is like any

other muscle – it gets

stronger when you use

it and atrophies when

you don’t

326

The 6-As for

creating

Memories of the

Future

327

1. Aspiration

You gotta want it –

without ambition we

would all still be

hunting and gathering.

328

3. Articulation

You need to describe

your dream in a way

that others can see it.

329

3. Affirmation

Because we dream in

pictures but we worry

in words.

330

4. Asking

The Aladdin Factor is

asking the right

question of the right

person

at the right time.

331

5. Action

Action transforms fear

into fire; accumulation

of many small actions

yields big results.

332

6. Adaptation

Because, as von Moltke

said, no plan survives

contact with the

enemy.

333

Every great

accomplishment was once

the “impossible dream” of

a dreamer who simply

refused to quit when

things got tough.

334

Expect a miracle: but

don’t give the universe

a deadline!

4. Overcoming

anxiety, fear, and

worry

“Courage is the most

important of all virtues,

because it makes all of

the other virtues

possible.”

Winston Churchill

“Courage is all of the

other virtues at the point

at which they are

tested.”

C.S. Lewis

Can one person

with courage

change the

world?

The 9/12

difference

Anxiety

Fear

Worry

Anxiety

When you are in the

thrall of anxiety (looking

out through the doom

glasses) you don’t see

the world as it is, you see

it as you are.

Three bad things happen

when you in the thrall of

anxiety…

Bad Thing #1

Memory is distorted:

past successes seem

small and insignificant

while past failures seem

huge and certain to be

repeated.

Bad Thing #2

Perception is distorted:

the dangers facing you

are blown out of

proportion while you

underestimate the

resources you have.

Bad Thing #3

Vision is distorted: you

cannot see the

possibilities for a great

outcome because you are

so fixated on images of

doom.

The Performance-Anxiety Curve

Fear

The absence of fear

is not courage!

The absence of fear

is…

No Fear,

No Courage…

Worry

Fear can paralyze or

it can catalyze

Fear is an ally when...

…it alerts you to the

fact that you are

unprepared or...

…that you are on the

wrong path in life.

Terror or exhilaration?

Are people afraid

of change?

Give fear a name

and it becomes

just a problem.

It’s easier to solve

problems than it

is

to conquer fear.

Fear is a reaction;

courage is a

decision.

5. Determination to

pursue your goals

and dreams

Perseverance

Perseverance is

making the courage

decision every day.

“Success is the ability to

bounce from failure to

failure without loss of

enthusiasm.”

- Winston Churchill

Ten Laws of

Adversity

Law #1

The rain will fall and bad

things will happen to

good people – including

you

Law #2

Life is a motion picture,

not a snapshot.

Law #3

You must pass through

the valley of the

shadow.

Law #4

Falling on your face is

good for your head

Law #5

Whether it’s the best of

times or the worst of

times is your choice

Law #6

One door closes, another

door opens

Law #7

Without the valleys, you

won’t appreciate the

mountains.

Law #8

There are millions of

others who would love

to have your problems

Law #9

Dare most when times

are darkest.

Law #10

Don’t forget to laugh.

“Cursed with cancer,

blessed with

friends”

7. Taking the 7

promises of The

Self-Empowerment

Pledge

“I attribute my

success to the fact

that I never gave

or took an excuse.”Florence Nightingale

THE SELF-EMPOWERMENT

PLEDGECopyright © 2010, 2011, Values Coach Inc.

Seven Simple Promises

That Will Change Your

Life*

* One for each day of the week.

If you’ve been

waiting for someone

else to empower

you, you should

know that…

No one can empower you but – YOU – and once you have empowered yourself…No one can take that power away.

The Self-Empowerment

Pledge can give you

that power – but first

you need to invest in

yourself…

365

minute

s

If you knew it would

change your life for the

better – profoundly and

permanently – would

you invest …

A minute a day for the next 365

days

Would you give up one

television commercial

a day for a year to

change your life?

You

bet!If your answer

is yes, here’s

what you

need to do.

Every morning start

your day by making

that day’s promise –

which will take you

about

15 seconds.

Repeat the promise

again in in the middle

of your work day.

Once more before you

leave for home.

I am re

sponsible,

accountable, and

determined!

And one more time

right before you go to

bed.

4 x 15 seconds = 1 minute

Repeat these promises

like you really mean

them!

Read

y?

Let’s take a

look at the

seven

promises…

Monday’s Promise:

Responsibility

Tuesday’s Promise:

Accountability

Wednesday’s Promise:

Determination

Thursday’s Promise:

Contribution

Friday’s Promise:

Resilience

Saturday’s Promise:

Perspective

Sunday’s Promise:

Faith

Here’s WHY it works…

You keep promising yourself that

you will be responsible,

accountable, and determined; make

a contribution, be resilient in the

face of adversity, have a positive

perspective,

and that your faith

will shine through.

Then you catch yourself whining

and complaining, procrastinating,

gossiping, blaming others for your

problems, taking when you should

be giving, and pretending

that you have no power.

You end up with what

psychologists call…

Cognitive Dissonance

Which is trying to

simultaneously hold two

incompatible beliefsI am responsible,

accountable, and

determined! It’s not my fault,

they did it to me,

this is so unfair.

At that point, one of

two things MUST

happen. Either you

take the easy way and

stop making

the promises…

Or you keep making the

promises until you

begin to change your

attitudes and your

behaviors.

And as you do that, you

will begin to achieve

better results in every

dimension of your life.

Read these seven

promises one more

time…

Now ask yourself these

two questions…

Question #1:

If you personally were to take

these seven promises to

heart, would you be better

off than where you are

headed now – personally,

professionally, financially,

and spiritually?

Question #2:

If everyone where you work

made a good faith effort to live

these seven promises, would

you do a better job of serving

customers and of supporting

each other?

If your answer to these

two questions is…

And if you’re

being honest,

that’s what your

answer will be.

Then why wouldn’t you

invest those 365

minutes in yourself?

Do it, because no one

can empower you

but you.

Will you do it? Will

you give up one TV

commercial a day…

To

change

your life?

Key lessons we’ve

learned through

our work on

cultural

transformation…

Lesson #1a

Launching a movement is

a lot harder than starting

a program – it is also

much more likely to

achieve a lasting positive

impact

437

Lesson #1b

Achieving critical mass

requires approximately

30% population

commitment

Lesson #1c

You need enough people

moving fast enough to

escape negativity,

pessimism, cynicism, and

inertia of the past

Lesson #2a

Top down direction and

support

AND

Bottom up passion and

innovation

Lesson #2b

People must believe

senior leadership

believes in and is

committed to the

cultural vision

Lesson #2c

Middle management’s

mere support is not

enough – they must be

gung ho champions for

change

You are here

Lesson #2d

The privileges of being a

manager also entail

certain foregone

freedoms

Lesson #3a

Remember what Zig

Ziglar taught us –

everyone listens to the

same radio station:

WIIFM

Lesson #3b

The most important

battle isn’t with the

competition, it’s the one

each of us must win

against our own worst

enemies

Lesson #3c

The collective self-talk,

self-image, and self-

esteem of your people is

an invisible ceiling on

your organization's

potential

Lesson #4a

Embrace the skeptics,

marginalize the cynics,

and plow through

resistance

Lesson #4b

Engage potential critics

in a constructive

manner – encourage

them to think like

partners in the change

process

Lesson #5a

Avoid identification of

the change process with

any single individual or

“program.”

Lesson #5b

Create initiative

coherence by being

clear about how various

projects reinforce one

another

Lesson #5

Celebrate successes

through stories

Lesson #6

Proceed until

apprehended

!

“If we each do our

part, we will

change our lives for

the better.”

453

“If we all do our

parts, we will

change our

organizations for

the better.”454

“And in changing our

organizations, we can

change our world for the

better.”

455