Susan Maples, DDS COSMETIC & FAMILY CARE Catrina Cook, Maryjean Hall, Thomas Keith, Rebecca Nicholson, and Theresa Strauch LDR 630, Winter 2014 Siena

Susan Maples, DDS COSMETIC & FAMILY CARE Catrina Cook, Maryjean Hall, Thomas Keith, Rebecca Nicholson, and Theresa Strauch LDR 630, Winter 2014 Siena Heights University Team 2: Healthcare

Susan Maples, DDS http://youtu.be/9DFDfRslgu8 Catrina Cook

THE DENTIST Dr. Maples is a Lansing area native and has practiced dentistry in Holt for 27 years. Dr. Maples participates in the ethics and practice management curriculum at the U of M School of Dentistry Dr. Maples speaks to dental groups throughout the country. Catrina Cook

THE TEAM Every team member works hard to ensure their patients receive the best quality treatment in a friendly, warm and relaxing environment. Patients are encouraged to ask questions and to actively participate with their care. Catrina Cook

Leadership and Management Techniques Maryjean Hall

Leadership and Management Techniques of the Company They apply a democratic approach in leadership There is no specific manager as everyone works as a team They report to each other The financial manager updates the inventory, but information is made available to other members Mrs. Maples plans the inventory, budget and price shopping, but the rest help with the implementation. Changes are discussed by everyone as a team. A plan is formulated on how to implement the change so that its not just short term results. They want to achieve long term benefits (Ashkanasy, Neal, Hartel, & Charmine, 2000). Maryjean Hall

Motivation Tools and Techniques Employees have bonuses and travel opportunities. There are several opportunities for further training and education. This provides several opportunities for personal and professional growth. The hiring. process involves invites of the new hire to hang out with the employees to see if they fit within the organization Employees keep motivated by learning with new challenges. Each member is allowed to have input on the hire. With continual learning, celebration, culture of fun, and renewal of curiosity employees learn how to improve. Employees are treated like family (Hartel, Ashkanasy, & Zerbe, 2012). Maryjean Hall

Communication Communications are handled through meetings. Every morning employees participate in a huddle and they go over whats happening for the day with patients and any other pressing issues. Approximately 2 times a month they have a director meeting that is about 2 hours long and they go over monthly reports and each member report what they are responsible for. Communication to the outside world is through the media (Hoffmann, 2007). Maryjean Hall

Conflict Management The conflict resolution model teaches team members to address issues or concerns. The model teaches employees to handle conflict among each other. If there is a problem with a team member then the person that has the problem should go directly to the person and resolve the issue. Open-door policy. Employees know from the conflict resolution model that they can address concerns with any member of the team as well as Dr. Maples. The company strives to build healthy-enhancing relationship and friendships with the people in our reach (Wong, 2000). Maryjean Hall

Performance Analysis In the 27 years of business there has only been one instance and it was not necessarily and issue of poor performance. An individual made it through the hiring process and once she started it was determined that she was not a good fit. Dr. Maples uses the latest practices and updates to encourages every team member to do the same. Each team member is committed to the work that they do. They are fully committed to the organization and stop at nothing short of excellence (Wong, 2000). Maryjean Hall

Change Implementation Practices Thomas Keith

In todays business environment, there is nothing more permanent than change (Westover, 2010 p 1). Organizations face continuous change as they fight to stay afloat and compete in an increasingly competitive economy (Westover, 2010). Thomas Keith

Change Our natural human tendency is often to resist change, as it leads to discomfort and anxiety. If not well approached, change can lead to a demoralized workforce with lower levels of productivity (Simkovitis, 1999). Thomas Keith

The office of Dr. Maples is not immune to the natural resistance to change occurring in most organizations To overcome these change barriers, Dr. Maples ensures her team is engaged in the change process. According to Phil Merrell, employee engagement is an extremely effective strategy, as outlined in his six strategies that influence change success (2012). Change Thomas Keith

Six Strategies Influencing Change Success Leading Communicating Learning Measuring Involving Sustaining (Merrell, 2012) Thomas Keith

Sustained Change Dr. Maples identifies Merrells sixth step sustaining as being vital to successful change. We are seeking long term growth, not just short term compliance, says Dr. Maples. Thomas Keith

Theresa Strauch

Communication is defined by Websters dictionary as: the act or process of using words, sounds, signs or behaviors to express or exchange information or to express your ideas, thoughts and feelings to someone else. Theresa Strauch

Four Types of Communication Will Be Described: Theresa Strauch

Verbal Communication Sounds, words, language and speech. Speaking is an effective way of communicating and helps expressing our emotions in words. This form of communication is further classified into: four subtypes. Intrapersonal: extremely private and restricted to ourselves. Interpersonal: between two individuals; one on one conversation. Small group: more than two people involved; team meetings. Public communication: one individual addresses a large group of people; election campaign. Theresa Strauch

Non-Verbal Communication Conveys a senders message without words. It involves the use of physical ways of communication. For example: tone of voice, touch and expressions. Body posture and language also convey messages when verbally conversing with someone. Theresa Strauch

Is the medium through which the message of the sender is conveyed with written words. For example: letters, emails and memos. Written memos, however can be edited before communicating to the receiver. Theresa Strauch

Messages are expressed with help of visual aids. Such as: Photography, posters and banners. Theresa Strauch

The Style of Communication Used in Dr. Maples Office Communications are handled through meetings. Every morning employees participate in a huddle and they go over whats happening for the day with patients and any other pressing issues. Theresa Strauch

Approximately two times a month Dr. Maples team has a director meeting that is about two hours long and they go over monthly reports. Theresa Strauch

The business is advertised through media. However, many patients are by referral or community involvement. Theresa Strauch

Rebecca Nicholson

Dr. Maples Uses Bonuses Travel Opportunities Treat like Family Gives employees Attention Praises for Great Work Prevent Burnout Learning opportunities Rebecca Nicholson Motivational Tools & Techniques

Motivating to ensure workers are willingly, effectively, and efficiently producing results Rewards of monetary & security Challenges Promotions Keeping jobs from being repetitive and simple Demirkaya, 2012 Rebecca Nicholson Motivational Tools

By keeping with the newest techniques Dr. Maples is keeping her employees interested in the job. Their daily activities change with the techniques. She offers incentives and benefits to allow her staff the opportunity to grow and be invested within her company. This makes employees that want to give 110% because they get so much back in rewards. Rebecca Nicholson Motivational Tools

Ashkanasy, Neal, Hartel, & Charmine. (2000). Emotions in the workplace: research, theory and practice. Westport: Quorom Books. Communication (n.d.) In Merriam-Websters online dictionary. Retrieved from http://www.merriam-webster.com/dictionary/communication Demirkaya, H. (2012). The relationship between motivational tools and job satisfaction. The Business Review, Cambridge,20 (2), 103-110. Retrieved from http://search.proquest.com/docview/1268720264?accountid=28644 Hartel, C., Ashkanasy, N. M., & Zerbe, W. (2012). Emotions in Organizational Behavior. New York: Psychology Press. Hoffmann, S. (2007). Classical Motivation Theories - Similarities and Differences Between Them. New York : GRIN Verlag. References

Merrell, P. (2012). Effective change management: The simple truth. Management Services, 56(2), 20-23. Retrieved from http://search.proquest.com/docview /1027234230?accountid=28644 Schwartz, A. E. (2001). Motivation: Linking Performance to Goals. New York: Andrew E Schwartz. Simkovits, H. (1999). Stages of change need leadership management. Mass High Tech. Retrieved from http://www.businesswisdom.com/articles/ArtclStages OfChange.html Westover, J. H. (2010). Managing organizational change: Change agent strategies and techniques to successfully managing the dynamics of stability and change in organizations. International Journal of Management and Innovation, 2 (1), 45-50. Retrieved from http://search.proquest.com/docview/89071538?accountid=28644 Wong, R. (2000). Motivation: A Biobehavioural Approach. Oxford: Cambridge University Press. References Continued

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Susan Maples, DDS COSMETIC & FAMILY CARE Catrina Cook, Maryjean Hall, Thomas Keith, Rebecca Nicholson, and Theresa Strauch LDR 630, Winter 2014 Siena