We Can Do Anything...Together!

The Problem:
Last week, the supervisor talked to the patient care team about everyone’s poor performance and bad attitude. For almost one month, there have been problems in their department. More and more of the workers arrive late for their shift because they are unhappy about the changes in health care and their workload. The employees do their work, but it is sloppy and some tasks are not completed. Some workers whisper and point at others when they answer a question, or do something extra for a patient or other staff. No one volunteers anymore. How can we solve this problem?

Step One: Talk about and list all the problems. Then, talk about and decide what the key or main problem is.

Step Two: Have your team write one sentence to express how things in the department are different from the way they should be.

Step Three: Work as a team to find the root of the problem. That is, find the one thing that has caused the problem. To do this, ask each other, “Why did happen?” or “Why is a problem?” Keep asking “Why” until you find the root.

Step Four: Use the Bouncing Ball -technique to brainstorm a solution for the root of the problem. To do this, one person gives a suggestion for a solution, then throws the ball to another team member who gives another suggestion, and so on. Make sure the recorder writes all the suggestions on a flip chart.

Step Five: Make a decision. Have each team member rate each suggestion using a number scale (0 = won’t work; 1 = might work; 2 = good chance of working; 3 = best choice). Check everyone’s vote and compromise if necessary.