The Role of The Role of Organizational Organizational Development in an EAP Development in an EAP SettingSetting

Risa D. Swell, LCSW, CEAPRisa D. Swell, LCSW, CEAP

Cooper University Hospital EAPCooper University Hospital EAP

swell-risa@cooperhealth.eduswell-risa@cooperhealth.edu

ObjectivesObjectives

Identify similarities between EAP Identify similarities between EAP core technology and core technology and organizational developmentorganizational development

Explore useful OD theories in an Explore useful OD theories in an EAP settingEAP setting

Discuss a case exampleDiscuss a case example

Organizational Organizational Development Development DefinitionDefinitionCollaborating with organizational leaders Collaborating with organizational leaders

and their groups to create systemic and their groups to create systemic change and root-cause problem-solving change and root-cause problem-solving on behalf of improving productivity and on behalf of improving productivity and employee satisfaction through employee satisfaction through improving the human processes improving the human processes through which they get their work done.through which they get their work done.

-Michael Broom, PhD-Michael Broom, PhD Edie Seashore, MAEdie Seashore, MA

EAP Core Technology EAP Core Technology #1#1 Consultation with, training of, and Consultation with, training of, and

assistance to work organizational assistance to work organizational leadership (managers, supervisors, and leadership (managers, supervisors, and union stewards) seeking to manage the union stewards) seeking to manage the troubled employee, enhance the work troubled employee, enhance the work environment, and improve employee environment, and improve employee job performance; and job performance; and outreach/education of outreach/education of employees/dependents about employees/dependents about availability of EA services.availability of EA services.

ComparisonComparison

Collaborating with Collaborating with organizational leadersorganizational leaders and their groups to and their groups to create systemic change create systemic change and root-cause problem-and root-cause problem-solving on behalf of solving on behalf of improving productivity improving productivity and employee and employee satisfactionsatisfaction through through improving the human improving the human processes through processes through which they get their which they get their work done.work done.

Consultation with, training Consultation with, training of, and assistance to of, and assistance to work organizational work organizational leadershipleadership (managers, (managers, supervisors, and union supervisors, and union stewards) seeking to stewards) seeking to manage the troubled manage the troubled employee, employee, enhance the enhance the work environment, and work environment, and improve employee job improve employee job performanceperformance; and ; and outreach/education of outreach/education of employees/dependents employees/dependents about availability of EA about availability of EA services.services.

Transition from EAP to Transition from EAP to ODOD Problem identification/assessment of Problem identification/assessment of

individual clientsindividual clients Management consultation and coaching Management consultation and coaching

re: job performancere: job performance Assisting managers with conflict Assisting managers with conflict

resolution/mediation between employeesresolution/mediation between employees Collaborating with managers on team Collaborating with managers on team

issues including communication and issues including communication and moralemorale

Transition from EAP to Transition from EAP to ODOD Team functioningTeam functioning LeadershipLeadership CommunicationCommunication Training/facilitationTraining/facilitation Taskforce involvementTaskforce involvement

– Cooper Against Domestic AbuseCooper Against Domestic Abuse– Confrontational Awareness: Resources & Confrontational Awareness: Resources &

EducationEducation– Patient-Family Centered CarePatient-Family Centered Care– Transition to the New PavilionTransition to the New Pavilion

EA Professional as OD EA Professional as OD ConsultantConsultant ExpertExpert Pair of HandsPair of Hands PartnerPartner

Peter Block, Peter Block, The Flawless Consulting The Flawless Consulting Fieldbook and Companion: A Guide Fieldbook and Companion: A Guide to Understanding Your Expertiseto Understanding Your Expertise

Sources of OD Support Sources of OD Support for the EA for the EA ProfessionalProfessional OD CoachOD Coach OD Practioners’ ProgramOD Practioners’ Program Leading and Managing Leading and Managing

Generation 21Generation 21 The Organization WorkshopThe Organization Workshop

OD Process in the EAP OD Process in the EAP SettingSetting Initial requestInitial request Manager consultationManager consultation Identification of desired outcomeIdentification of desired outcome Contracting Contracting Action planAction plan InterventionIntervention Follow-upFollow-up

Useful FrameworksUseful Frameworks

Organizational ConditionsOrganizational Conditions– Barry Oshry, Barry Oshry, Seeing Systems: Unlocking Seeing Systems: Unlocking

the Mysteries of Organizational Lifethe Mysteries of Organizational Life Five Dysfunctions of a Team Five Dysfunctions of a Team

– Patrick Lencioni, Patrick Lencioni, The Five Dysfunctions of The Five Dysfunctions of a Teama Team

Appreciative InquiryAppreciative Inquiry– Diana Whitney & Amanda Trosten-Bloom, Diana Whitney & Amanda Trosten-Bloom,

The Power of Appreciative Inquiry: A The Power of Appreciative Inquiry: A Practical Guide to Positive ChangePractical Guide to Positive Change

Organizational Organizational ConditionsConditions TopsTops MiddlesMiddles BottomsBottoms CustomersCustomers

OverloadOverload CrunchCrunch DisregardDisregard NeglectNeglect

Solutions to the Solutions to the Organizational Organizational ConditionsConditions

Be a Be a TopTop who creates responsibility throughout who creates responsibility throughout the organization.the organization.

Be a Be a MiddleMiddle who stays out of the middle, who who stays out of the middle, who maintains your independence of thought and maintains your independence of thought and action.action.

Be a Be a BottomBottom who takes on responsibility not who takes on responsibility not only for your condition but for the whole only for your condition but for the whole thing.thing.

Be a Be a CustomerCustomer who gets in the middle of who gets in the middle of delivery processes and helps them work for delivery processes and helps them work for you.you.

Five Dysfunctions of a Five Dysfunctions of a TeamTeam

INATTENTION__T0 RESULTS____

AVOIDANCE OF___ACCOUNTABILITY___

___LACK OF COMMITMENT___

______FEAR OF CONFLICT_______

_________ABSENCE OF TRUST_________

Appreciative InquiryAppreciative Inquiry

The study and exploration of what The study and exploration of what gives life to human systems when gives life to human systems when they function at their best.they function at their best.

Based on the assumptions that Based on the assumptions that questions and dialogue about questions and dialogue about strengths, successes, values, strengths, successes, values, hopes, and dreams are hopes, and dreams are themselves transformational.themselves transformational.

Case ExampleCase Example

Initial requestInitial request Manager consultationManager consultation Identification of desired outcomeIdentification of desired outcome Contracting Contracting Action planAction plan InterventionIntervention Follow-upFollow-up

Interview QuestionsInterview Questions

1.1. Describe a time when you were part of a Describe a time when you were part of a team and felt motivated, engaged and team and felt motivated, engaged and accomplished. What were you doing and accomplished. What were you doing and what were others doing at that time?what were others doing at that time?

2.2. List the current strengths of your team.List the current strengths of your team.

3.3. What are your hopes for how you would like What are your hopes for how you would like this team to function in the future? this team to function in the future? Describe specific behaviors that would be Describe specific behaviors that would be exhibited by you and by your team exhibited by you and by your team members to make your hopes turn to members to make your hopes turn to reality:reality:

Small Group Report Small Group Report OutOut

1.1. What are the highlights from the What are the highlights from the interviews?interviews?

2.2. What themes surfaced in the What themes surfaced in the group?group?

3.3. What ideas were generated?What ideas were generated?

4.4. What are the next steps?What are the next steps?

EAP and OD share…EAP and OD share…

Clients – organization, leadership & Clients – organization, leadership & employeesemployees

Philosophy – success is derived from Philosophy – success is derived from the productivity of the employees & the productivity of the employees & their work teamstheir work teams

Outcomes – our greatest impact will Outcomes – our greatest impact will only occur with understanding of both only occur with understanding of both the organization and the human the organization and the human conditionsconditions