Quint StuderQuint StuderHardwiring ExcellenceHardwiring Excellence::

High, Middle & Low High, Middle & Low PerformersPerformers

Visual Presentation Organized and Designed byVisual Presentation Organized and Designed by

Moira SandrockMoira Sandrock

High PerformersHigh Performers

• Good AttitudeGood Attitude

• Solves ProblemsSolves Problems

• Good InfluenceGood Influence

• Exceeds GoalsExceeds Goals

• High Commitment to Making Things High Commitment to Making Things BetterBetter

• Strives for Continuous Professional Strives for Continuous Professional DevelopmentDevelopment

Middle PerformersMiddle Performers

• Loyal Most of the TimeLoyal Most of the Time

• Wants to do a Good JobWants to do a Good Job

• May Need More ExperienceMay Need More Experience

• Achieves GoalsAchieves Goals

• May Require Coaching to ImproveMay Require Coaching to Improve• Can be Influenced by High & Low Can be Influenced by High & Low

PerformersPerformers

Low PerformersLow Performers

• Negative Attitude–Focuses on ProblemsNegative Attitude–Focuses on Problems

• Blames Manager/ManagementBlames Manager/Management

• Does not Communicate EffectivelyDoes not Communicate Effectively

• Low Commitment to Work UnitLow Commitment to Work Unit

• Does Not Achieve GoalsDoes Not Achieve Goals

• Can take up a lot of Management’s Can take up a lot of Management’s TimeTime

HighHigh MiddleMiddle LowLow

DefinitionDefinition Comes to work on timeComes to work on timeGood attitudeGood attitudeProblem solvesProblem solvesYou relax when you know they are You relax when you know they are

scheduledscheduledGood influenceGood influenceUse for peer interviewsUse for peer interviewsFive pillar ownershipFive pillar ownershipBrings solutionsBrings solutions

Good attendanceGood attendanceLoyal most of the timeLoyal most of the timeInfluenced by high and low Influenced by high and low

performersperformersWant to do a good jobWant to do a good jobCould just need more Could just need more

experienceexperienceHelps manager be aware of Helps manager be aware of

problemsproblems

Points out problems in a negative wayPoints out problems in a negative wayPositions leadership poorlyPositions leadership poorlyMaster of We/TheyMaster of We/TheyPassive aggressivePassive aggressiveThinks they will outlast the leaderThinks they will outlast the leaderSays manager is the problemSays manager is the problem

Results Results Exceeds goalsExceeds goals Achieves goalsAchieves goals Does not achieve goalsDoes not achieve goals

ProfessionalismProfessionalism Adheres to unit policies concerning Adheres to unit policies concerning breaks, personal phone calls, breaks, personal phone calls, leaving the work area, and leaving the work area, and other absences from work.other absences from work.

Usually adheres to unit policies Usually adheres to unit policies concerning breaks, concerning breaks, personal phone calls, personal phone calls, leaving the work area, leaving the work area, and other absences from and other absences from work.work.

Does not communicate effectively about Does not communicate effectively about absences from work areas. absences from work areas. Handles personal phone calls in a Handles personal phone calls in a manner that interferes with work. manner that interferes with work. Breaks last longer than allowed. Breaks last longer than allowed.

TeamworkTeamwork Demonstrates high commitment to Demonstrates high commitment to making things better for the making things better for the work unit and organization as work unit and organization as a whole. a whole.

Committed to improving Committed to improving performance of the work performance of the work unit and organization. unit and organization. May require coaching to May require coaching to fully executefully execute

Demonstrates little commitment to the Demonstrates little commitment to the work unit and the organization.work unit and the organization.

Knowledge &Knowledge &CompetenceCompetence

Eager to change for the good of the Eager to change for the good of the organization. Strives for organization. Strives for continuous professional continuous professional development.development.

Invested in own professional Invested in own professional development. May development. May require some coaching to require some coaching to fully execute.fully execute.

Shows little interest in improving own Shows little interest in improving own performance or the performance performance or the performance of the organization. Develops of the organization. Develops professional skills only when professional skills only when asked.asked.

CommunicationCommunication Comes to work with a positive Comes to work with a positive attitude.attitude.

Usually comes to work with a Usually comes to work with a positive attitude. positive attitude. Occasionally gets caught Occasionally gets caught up in the negative attitude up in the negative attitude of others.of others.

Comes to work with a negative attitude. Comes to work with a negative attitude. Has a negative influence on the Has a negative influence on the work environment.work environment.

Safety Safety AwarenessAwareness

Demonstrates the behaviors of Demonstrates the behaviors of safety awareness in all safety awareness in all aspects of work.aspects of work.

Demonstrates the behaviors of Demonstrates the behaviors of safety awareness in all safety awareness in all aspects of work.aspects of work.

Performs work with little regard to the Performs work with little regard to the behaviors of safety awareness.behaviors of safety awareness.

Differentiating Staff Worksheet

High PerformersHigh Performers Have a “Retention” ConversationHave a “Retention” Conversation

• Thank you for your work . . .Thank you for your work . . .

• Kona Community Hospital is Kona Community Hospital is currently . . .currently . . .

• We value you because you . . .We value you because you . . .

• What can What can WEWE do for do for YOUYOU??

GoalsGoals

• Word will get out that these Word will get out that these conversations are occurringconversations are occurring

• These conversations will keep the These conversations will keep the High Performer motivatedHigh Performer motivated

Middle PerformersMiddle PerformersSupport, Coach, Support SystemSupport, Coach, Support System

• You’re a good solid employee . . .You’re a good solid employee . . .

• You actively support KCH . . .You actively support KCH . . .

• We value you because you . . .We value you because you . . .

• One Area to Develop is . . .One Area to Develop is . . .

GoalsGoals

• Turn Middle Performers into High Turn Middle Performers into High PerformersPerformers

• Identifies Identifies OneOne area for Development area for Development

• Encourages Performer with Encourages Performer with

Support, Coach, Support SystemSupport, Coach, Support System

Low PerformersLow PerformersD*E*S*KD*E*S*K

• DESCRIBE the employee’s observed DESCRIBE the employee’s observed behavior that needs to improvebehavior that needs to improve

• EVALUATE and express how you feelEVALUATE and express how you feel

• SHOW what needs to be done to SHOW what needs to be done to improveimprove

• KNOW (you and the employee) the KNOW (you and the employee) the consequences of continued same consequences of continued same performance performance

GoalsGoals

• Improve PerformanceImprove Performance

• Provide Clear Objectives & ExpectationsProvide Clear Objectives & Expectations

• Avoid pulling Middle & High Performers DownAvoid pulling Middle & High Performers Down

• Move Low Performers who don’t improve out Move Low Performers who don’t improve out of organizationof organization

You are this Medical CenterYou are this Medical Center

You are what people see when they arrive here.

Yours are the eyes they look into when they’re frightened and lonely.

Yours are the voices people hear when Yours are the voices people hear when they ride the elevators and when they they ride the elevators and when they try to sleep and when they try to try to sleep and when they try to forget their problems. You are what forget their problems. You are what they hear on their way to they hear on their way to appointments that could affect their appointments that could affect their destinies and what they hear after destinies and what they hear after they leave those appointments. they leave those appointments.

Yours are the comments Yours are the comments people hear when I think people hear when I think

they can’t.they can’t.

Yours is the intelligence and caring Yours is the intelligence and caring that people hope they’ll find here. that people hope they’ll find here. If you’re noisy, so is the medical If you’re noisy, so is the medical center. If you’re rude, so is the center. If you’re rude, so is the medical center. And if you’re medical center. And if you’re wonderful – so is the medical wonderful – so is the medical center. center.

No visitors, no patients can ever No visitors, no patients can ever know the real you, the you that know the real you, the you that you know is there — unless you you know is there — unless you let them see it. All they can let them see it. All they can know is what they see and hear know is what they see and hear and experience. and experience.

And so I have a stake in your attitude And so I have a stake in your attitude and in the collective attitudes of and in the collective attitudes of everyone who works at the Albert everyone who works at the Albert Einstein Medical Center. We are judged Einstein Medical Center. We are judged by your performance. It is judged by by your performance. It is judged by the care you give, the attention you the care you give, the attention you pay and the courtesies you extend. pay and the courtesies you extend.

Thank you for all you are doing.

You Are This Medical You Are This Medical CenterCenter

You are what people see when they arrive here.You are what people see when they arrive here. Yours are the eyes they look into when they’re frightened and lonely. Yours are the eyes they look into when they’re frightened and lonely.

Yours are the comments people hear when I think they can’t. Yours are the comments people hear when I think they can’t.

Yours is the intelligence and caring that people hope they’ll find here. If Yours is the intelligence and caring that people hope they’ll find here. If you’re noisy, so is the medical center. If you’re rude, so is the medical you’re noisy, so is the medical center. If you’re rude, so is the medical center. And if you’re wonderful – so is the medical center. center. And if you’re wonderful – so is the medical center.

No visitors, no patients can ever know the real you, the you that you know No visitors, no patients can ever know the real you, the you that you know is there — unless you let them see it. All they can know is what they see is there — unless you let them see it. All they can know is what they see and hear and experience. and hear and experience.

And so I have a stake in your attitude and in the collective attitudes of And so I have a stake in your attitude and in the collective attitudes of everyone who works at the Albert Einstein Medical Center. We are judged everyone who works at the Albert Einstein Medical Center. We are judged by your performance. It is judged by the care you give, the attention you by your performance. It is judged by the care you give, the attention you pay and the courtesies you extend. pay and the courtesies you extend.

Thank you for all you are doing. Thank you for all you are doing. Albert Einstein Healthcare Foundation, 1994Albert Einstein Healthcare Foundation, 1994