Optimize your healthcare leads management process with airSlate SignNow

How to create outlook signature

folks welcome welcome good morning good afternoon good evening wherever you are in the world it's it's fantastic to um to be here with you and certainly welcome to this session it's it's a real privilege to be here and i i'd certainly like to thank um simran kanken and the rest of the team to uh in relation to putting this event together um today i'm going to share a few slides with you and tell a few stories and share some techniques and strategies i will provide some tools and techniques for you and also some some ideas and philosophies around leadership and management i will start sharing those powerpoint slides shortly we do have the option for you to engage in questions and answers so we'll have a a workshop at the end of the presentation today where we can engage in some q a or questions and answers if you will or discussions and we can we can work through some issues there i um hope you're all fit and well and um ready to i guess take some information in and not only information but hopefully you get some inspiration from what i'm going to share and some of the ideas again philosophies and tools hopefully you'll get motivated and in keen to um to do something something i always like to do in these presentations is ask you up front um a couple of things really is i'd really like you to to make a commitment with yourself with tonight that you're going to take at least at least one thing that we talk about tonight and implement it into your life and it it you might get a spark of inspiration or an idea that may have come from a previous lecturer teacher speaker author whatever it is make make a commitment that you're gonna you're going to implement at least one idea suggestion thought after tonight's presentation because tonight is all all about helping you become a better a better person and i say say that very deliberately to become a better person before a better manager or leader because before we can become good leaders and managers we need to be good people if you will so let's let's talk about lots to think about tonight um so please make that commitment i always i'd also uh like to ask i think it's one of our poll questions simran if i may just get a bit of an indication of of where people are from so if you um if you can put in the chat where you're from that'd be a fantastic so the team at health ovations and uh ihne have worked hard to put this presentation together so welcome and as we've mentioned in the introduction comments the theme of tonight is is about leadership and management so mentioned before there'll be some how to how to tools and techniques so there will be some direct strategies that you can take away and implement straight away and as i mentioned before make a commitment to put at least one idea into implementation in other words take action and that's that is a leadership trait that's point number one is take action be assertive with taking action also tonight i'd applaud you to take notes of what we're talking about today so it's always handy to have a pen and a notepad with you and take some notes as we go through some of the content a bit of context and a bit of background about myself folks i've i've grown up here in melbourne australia where i currently am tonight it's it's just gone 7 p.m here in on east coast melbourne east coast australia i should say and um so give you a bit of context i grew up here in melbourne there's a photo of my myself with my family some of my siblings and growing up in um in melbourne with not a great deal of aspirations to do very well in life i mean that that photo there's when i was a small boy uh but work represented a bit of a necessary evil something that i needed to do so uh education and work was was not a real motivation of mine when i was a young boy a teenager and indeed a young adult the the impetus for and the motivational drive was a couple of personal tragedies as a young adult i decided to go back to night school finish school because my teachers suggested kevin you just you're just not smart enough to finish school you'll you'll never amount to anything really in life don't go and work in a factory and you know being young and immature and and not very knowledgeable i took this on board and um certainly didn't succeed very well at school and i took the teacher's advice and left school very early and worked in a factory it soon become evident that factory work was pretty bad to say the least it was extremely challenging and awful so you know working in extremely cold conditions hot conditions dusty dirty and feeling pretty miserable about not only work but myself and so over the years i took myself back to night school finished finished my secondary school went on to university completed a master's degree business administration at um and also started to change my work got out of that awful job and got into more a growth type of jobs when i say growth i mean opportunities for me to learn and develop and grow as an individual as a person and indeed as a as a leader and a big part of that was having some self-belief and certainly determination and having that family support behind me really helped in reflection really helped me able to reinvent oneself to be able to do that i share that brief story with you not so you stand up and say oh kevin you're it's fantastic i'm certainly not alone there's lots of success stories out there however i do share that story with you how my personal journey in terms of how i went from a non-uh leader if you will to uh to to a leader not only as an as a leading myself but also in some of the jobs and careers that i've had where i've had leadership positions where i've managed staff some other positions i've had where i didn't manage staff but i had a significant leadership role so the the things we'll talk about tonight will today this this morning will be coming from not only my personal experience but also some of the many courses i've been on and part of my master's degree and also i'm a published author to folks so i thought i'd share that with you so thank you i'm married with two healthy happy children which is fantastic let's move on so some of the key themes today and we'll be talking about the uh oh there's a spelling error there the psychology of leadership and being able to some of the practical things we'll talk about tonight is the notion of of giving you some tools and techniques so i mentioned it before i will give you some really structured tools so you can implement some of these things fairly easy so again please take note how to influence people with positive expectations of of your organization particularly in a hospital or medical center setting including onboarding is paramount and getting getting it right is is paramount to success not only in the health industry but also you as a manager and and a leader we are and please don't make any excuse for this uh we are in the people business full stop we are in the people business full stop so reflecting on that you as a leader you are in the people's business so if that's your business then you need to as tom peters says give a damn really really care about your people because the people are your business you are in the people business so let's let's don't lose sight of that fact that yes you might work in a dental dental clinic environment a hospital ward or administrative type of environment but as a leader as a manager we are in the people business the other key theme that will come out tonight too is the importance of training not only from a training from a compliance point of view but also training in terms of people development and and communication skills and problem solving decision making those sorts of things so i've put their capital investment i've got some some data to share with you later on in the presentation so folks about the themes of today yes it's going to be some philosophies psychology and also some of some practical tools that we can use so and the overarching purpose of today is to develop and build your knowledge and skills particularly in in people and across the whole sector who really make a better you may have said it in the introduction comments that for you to be a better leader of people you never need to be leading yourself personally in a better way so the psychology of leadership and i do apologize for the typo there the uh the and warren bennis talks about this in some of his books on leadership warren bennett's a famous a american author on leadership and management some of the key things around um the psychology of leadership and and why people will follow or take take the lead from a leader and there's people that people that we trust people that we trust leaders also have a sense of courage and as tom peters talks about lots of his seminars and that's an author tom peters and i'll share more about him a little bit later mwmbwa is and forgive me if you've heard this before but it's management by walking around so if you're in a leadership role get away from the office get away from the computer and go and walk amongst what's happening in your operations in your hospital ward have a good knowledge base talking about they're skilled and they're knowledgeable in in their technical field and when i say technical field i'm not necessarily talking about technology per se but their expertise might lie in medical expertise a certain discipline in medicine they might have expertise in or a body of knowledge in law medical law or general law or in accountancy so technical knowledge or technical skills may may apply to some of those those attributes that we can have and leaders are passionate and enthusiastic about their organization their industry and their people they're passionate they love it but it's a couple of examples i i was rather horrified in recent times uh well this gone back a few years and it relates to the health industry where there was this where there's an organization here in um in australia that provides home nursing services where nurses would would travel in cars to people's homes and provide nursing care in in people's homes so this organization and quite a major player in that in that particular service providing service and what was interesting in in terms of trust one of the senior managers of this organization district nursing they were traveling interstate so they traveled in their car at the melbourne airport which is a pretty normal thing to do this senior manager gets out to melbourne airport parks the car and is walking across the terminal and notices one of the company cars because the company cars are branded and notice one of the cars sitting there in the airport and this manager was a bit bit concerned why one of their cars parked in the long or that car park at melbourne airport so this manager gets on the phone telephones headquarters and in a very abrupt and rude manner rings up and says who owns this car and she recorded the the registration number and the vehicle number who owns this car yada yada it's parked out of melbourne but what's going on in the sense of lack of trust of you know what what's going on and and people at headquarters made some inquiries and found out the car was parked out at melbourne airport because it was there because one of the other managers had left it there to go into state to attend the conference go to another city in australia and so the car was parked there for quite legitimate work reasons but the question is the question is you know does that when you get the senior managers ringing up headquarters in an abrupt rude manner asking about why one of their vehicles is parked at at melbourne airport car park now to me that rings battles of a lack of trust in the people that work in this organization so leaders have got to be able to be trusted now these sorts of little examples can filter through the whole organization and this particular one certainly deep and you know once you accumulate a number of these situations and these behavioral patterns from some of the leaders and managers it can have a diminished um view in terms of the culture and trust amongst the leaders of the organization so i hear that pessimistic sort of a negative story but in reverse leaders need to be have a sense of trust you know if people share something with you that is confidential please keep it confidential and don't don't share it so some key points there in leadership trust courage management by walking around have that self belief and that self image that you are an effective leader being develop your knowledge and skills and be passionate and enthusiastic about what you're doing also the um open to be yeah there we go self belief in self image open to learn open to learn be willing to be corrected be willing to think your previous perceptions your previous punches your previous understandings may not be correct they might be partially correct but be open to to learn so leaders have that characteristic almost a playful childlike attribute of being open to learn and experiment and play with things in in that sense said personal and professional goals so have those whether it's workplace goals and in fact please don't limit your goals just to workplace we need to have a work-life balance of you know family health and well-being spiritual religion family social and obviously financial economic and and career type goals so look at setting some goals across those parameters we want to we want to develop a a well-rounded well healthy individual and if you have a future vision for not only your organization but also your your yourself where you'll see yourself in two five and ten years for now where do you see yourself so if somebody was to ask you hey peter where do you see yourself working in five years from now you want to tell me what what your future is what it looks like learn from mistakes mentors and coaches and and mentors and coaches don't necessarily need to be people you know although it can be ideally if coaches are people you can work with but mentors can be somebody that inspires you and they might be another on the other side of the world you might read their books or see them or they might sometimes pass and and so on so mentors and coaches important for leadership and the adage of read read and then read some more develop that that vocabulary improve your vocabulary all leaders have a vast understanding of the language and can draw from from their vocabulary to articulate what they want and need to explain or influence or demonstrate or lead so nothing substitutes from a person that reads and embellishes the english language or whatever language that you are working amongst so i suggest most of you are looking at the english language but please forgive me if if uh if you're from a country and i understand people of from all over the world including um zimbabwe nigeria i think we've got germans indians and new zealand people amongst uh the participants today so welcome everybody so yes if um read and you know expand that vocabulary a couple of the books and i've mentioned this person before is tom peters uh on on leadership there's a book there he published or several several years ago in the books titled in search of excellence yes the book is dated in terms of reference to some of the companies that are either have been bought out or no longer existing some of the technology may be a little bit old however some of the philosophies and ideas are certainly not dated the other book that part of my research today was extreme humanism another book by tom peters i'd highly suggest and recommend that you um part of your development is to get access to some of these books i did mention a book before by uh warren bennis on becoming a leader so any of you that have studied management or leadership leadership would have probably come across some of these authors before so now let's have a look at where we're going in terms of of leadership and business success and part of that part of that story and it is part of that story is that we need to be hiring the best people or or the most suitable people for the particular roles and skill skills that we need to fill and hiring is a skill and a skill that is often particularly in an australian context that is under under appreciated and is not considered important very important however as a lot of you are probably really aware that once you get some people in a workplace that don't quite fit or don't quite have this necessary skills and knowledge base to carry out their job it can be problematic from a team working point of view and and can make the roles of leaders and managers very challenging to be successful to say the least so so hiring the best people is often often good so and we'll talk about this in a little bit more detail so now without sounding too obvious and i do apologize i often get a bit concerned with these seminars that i'm i'm thinking to myself i'm not necessarily going to be sharing anything absolutely brand new and it's it's somewhat concerning that that i do a lot of these seminars and i share a lot of these things and people think that that's that's good so please forgive me if this seems a little bit elementary or a bit bit common sense but it business is often about common sense so hiring people for the suitable jobs if you're hiring people that are going to be working in administration ensure that you ask the relevant questions that that is pertinent to that particular role same with how they deal with customers and customer service questions don't necessarily have to apply to a person working in a call center or in a retail in a retail setting yeah customer service remember 101 in business customer service not only we have external customers and yes that applies to a retail setting and call center environments but it also relates to internal customers working in a large hospital you've got many internal customers you've got other parts of the business you've got all the clinical care lots and lots of other areas of the business where the business and i'll call it the business the organization if you will can't run successfully if people are not supporting each other so customer service paramount in terms of an internal internal teamwork ask questions about how people function and work within a team communication negotiation skills problem solving decision making all these all these foundation skills if you will and and are important for you as a leader and a manager to get the right type of people and sure during the process you might not be able to to mark off 100 with all those things however you'll get a sense of okay where this person is at and if the if the candidate is successful with the role you presumably put a development plan together to help them bridge those gaps the the other key thing is that the notion of willing to grow as a person and as a professional and to be flexible so some of the key things there so please take some notes there as we move forward so hiring people and i'm going to spend some time on on this hiring because it is a it is a tactical skill that a good leader needs to really get the head on around now if your organization is um not not up to date with recruitment processes then the question is why not because it needs to be seriously um so when hiring people the usual process is that a an advertisement will go out into the general public usually on one of these online platforms such as seek and the many others or might be internally advertised for their intranet as they screening go through the resumes ensure that compliance um any of the compliance issues uh dealt with early on in terms of it might be a compliance a legal compliance that the individual be a registered nurse or or whatever the compliance be so make sure those things are ticked off and ensure that the position descriptions and job profiles are up to date in terms of all those things from compliance and also the other terms and conditions of employment in whatever country that you're in you'll have to um depending on what country you you are in this will differ from country to country i'd assume so in australia it is quite a complex area in terms of employment law and industrial relations here in australia it's quite uh quite complex the specialized technical skills and knowledge required in that particular area uh typically human resources will look after this function and they they will have or should have the required knowledge and skills to um to support the business in in that function so here's a here's a to do for you and i've got a few of these to do through the session review and update all your job profiles and job descriptions also the notion of a selection criteria when selecting good people you'll have what's called a or what can be referred to as a selection criteria in other words a list of ideal attributes skills knowledge experience education that the individual possesses and based on that selection criteria you can manage a good recruitment process through this process also of looking at recruiting good people is this notion of star and i'd like you to take some notes here the um the s-t-a-r and the s is stands for situation i'll give you a pause there for you to write that down so s for situation t for task a for action and the r is for results so let me give you an example of what i'm talking about here when i'm talking about these uh this start when when interviewing people or discussing with people to finding a suitable candidate we as as leaders and managers in particular in the health sector we need to couch our questions around finding the stars let me give you an example so if you are recruiting an rn a registered nurse for your facility and they've applied for the job they've provided their cv or resume and you've gone through the process and you're at the interview stage now so one of the questions you could ask the nurse is can you tell me can you give me an example that's a great way to start a quick can you give me an example of can you give me an example of dealing with a problem problematic patient or problematic client now a fairly generic good question that a recruiter would ask a a candidate now when we're looking for the stars ideally the candidate would respond with providing you with a situation so the situation was that the individual was very upset and concerned that the patient was quite old the patient was in the 90s and quite frail and concerned about what was going on the previous nurse had been rude and and dismissive of this patient and so you you articulate the situation if you will what was what was the scenario so the situation was the the patient was very nervous and and rude and concerned about the health care that she was getting so that's the situation so the task that you engaged in was that you sat down with the patient patiently and asked her a couple of questions about what was happening how she's feeling uh family family members and what sort of medication and how often people were sitting at doctors and nurses and so forth so asking of those questions so that was some of the tasks that the the candidate was saying that she was doing and listening very carefully to what the patient had had had to say so the tasks and the actions were were asking questions and listening to what the patient had to say and as a result of that 20-minute conversation the the patient felt more relaxed and more calm and was more open to to being to receiving some health care from the nurse and less likely to complain and that's often been been a case so there's a simple example about a a nurse applying for a job as a nurse in another organization and the candidates ask can you give me an example where you've had a challenging patient so ideally the nurse would explain those that situation and the task and the action and the outcome or the result of that in that sort of manner often candidates will don't know most of them will say something like oh let me go through the question again can you give me an example of where you had to deal with a a patient that wasn't happy yeah i look i asked a few questions and uh yeah we got him sorted out and now she's happy most people will respond in some sort of way like that which which is fine in some sense however you as a recruiter want to make sure this person has got the if you will the characteristics that care that respect i've got the ability to let me put it bluntly i've got the ability to shut up and listen listen fully they've got these some of these attributes and skills this this is where the candidates will are likely to um expose that to you as as the leader and the and the recruiter in these situations so so i want you to think about um this star this star notion now i'm not the first one to talk about this has been around for some time so any of you that are in a situation where you are recruiting people and let's put it in reverse if you are looking for a job um you can also work this in your favor too as a job hunter so there's a lots and lots of material out there in the libraries and journals on the internet obviously as well so please have a think about is a very very powerful means of communicating as a leader now in a leadership role you know you're not you may not always get the full example so please jump in when the candidate starts talking to you about a situation they often will go from the situation right through to the results or the outcome but stop them say well how did you go about doing that what what happened tell me more about this to see some of the questions to get the candidate to expand further on on the situation and and when they start to expand you'll get a sense of of how knowledgeable they are how skillful they are in terms of doing the the core fundamentals of the job it's it's a great way to see somebody's skills and their gaps in terms of their knowledge and skills to do so take so also through the process another leadership trait is take the candidates on a tour of the facility and start an informal conversation so a lot of people particularly in a uh a western point of view is once they leave the interview room they relax and can sometimes let their guard down and by taking people on a bit of a walking tour as i said to a facility um and start up for informal conversation about some of their views opinions on sport culture food books movies geography travel you know just probably avoid talking about politics and avoid talking about religion but virtually every other topic and and be very deliberate about this be very deliberate about starting an informal discussion and you'll get some insight into the person the other attribute of leadership is share the decision process with your team members intro so in other words the candidates introduce the candidate to the team members and let them get a feel for how this person is that team team members and this spelling error um will uh will be a really good indicator of how well this person will fit into the team so you really need to avoid any bad eggs coming in please forgive me these i thought i'd fix these spelling errors but however i'm i do apologize um at least keep reading it um so make sure they fit into the team and that's paramount particularly in a health health setting where so many people need to work in a tight team i'm rather struck when when i visit some of these medical centers some of the work environments can be quite close knitting you know in other words you might have four or five people working in a relatively small space and they're sharing work desks they're sharing computers and really important that these people work well together i'm not saying they've become best friends but they work collaboratory collaboratively with each other and work well because if if you get a bad egg there can be absolutely toxic and poisonous amongst the other people so be very careful all right hiring so hire people that are nice and this is going to sound ridiculous some of these words nice people that are empathetic people that are courteous people are patient people that have got the ability to listen people that are warm people that care people that smile and have a positive disposition about them listen to words like please and thank you maybe some community memberships and community involvement and look for those notions of people that are looking to become better people again be careful of the the well-spoken fast talking people that may come across initially is really good just be careful i mean sometimes they are very good but just just be careful um all right i i love this quote this quote um comes from brian tracy in his book the psychology of achievement is develop the skill of questions skillfully and listen carefully let me say that again i hope you make a note of it question skillfully and listen carefully this is this might sound fairly basic however well-timed well-structured questions can have a huge influence on your engagement with with other people and again remember i said we are in the people business and one of the one of the greatest cravings we have as human beings is to be respected and listened to and listen carefully listening carefully will help you continue to ask pertinent and relevant questions also so question skillfully and listen carefully when it comes to reference checks ask some of the questions where they ask the references about the candidates areas of further development what areas do they need to make improvements in tell me about their past performance particularly in relation to tardiness and commitment and so forth all right so to do whenever people leave as a leader look at making an exit interview find out why people are leaving you get some fantastic insight into what's going on in your business when people have if you will have let their guard down they've decided they've made that psychological decision to vacate and leave the business leave the facility leave the hospital and ask them for the honest candid truth about why and it might be hard for you to listen particularly if you're really enthusiastic and passionate about your industry and your organization where you hear people saying some pretty toxic things potentially um sometimes people might say that's been good they're just moving into state they might be leaving for some might not want to leave it for various reasons and depending on the the labor market demands at that particular time you do have the option to leave the door open and when i say leave the door open i mean leave the door open for a possible future engagement with the individual perhaps they might um look at coming back in another 12 months or you two years and if that suits you and the business then you could certainly explore that option now before i talked in some of the introduction comments and i know we're jumping around a bit here folks but the some of the data in terms of training and education some of the data when it comes to training and education in in organizations i want to i want to spend a little time now talking about internal training and education because it is paramount or not only from a people in the people's business but also from an organizational development point of view and a whole lot of reasons i'll go through them in a minute um tom peters in his book extreme humanism goes through some data and talks about this and and this would it comes from an american context which probably would resonate pretty closely i'd suggest with australia anyway i i can't speak for other parts of the world but um certainly here in australia would probably be fairly consistent consistent with and it's it's rather shocking particularly when we think about training individuals we you know we think about industries such as travel and the airline industry for one being being an airline pilot the amount of training that these individuals go through to keep their skills up to date and sharp and on on track these organizations quantum airlines have got a huge training facility in sydney and other parts of australia where they invest literally millions of dollars ensuring that their pilots and their um cabin crew are trained and updated they have flight simulators that cost a small fortune to not only purchase but to operate and so there's almost no limit of expense that's spared to ensure that these people are properly trained to do their job and to do their job well think about things like the military the army the navy the air force learning all the various different skills they have to do but you know not not only the tactical notion of operating a gun or on something but all the other skills and attributes so training and training is so paramount for some of these industries and it is rather shocking when we have a look at this this sort of slide and this ing to tom peters is a 5 out of 10 ceos consider training to be an expense rather than an investment that's that's five out of ten don't see training as an opportunity they see it as an expense damn training we've got to we've got to spend some money on training rather than investing in training 5 out of 10 ceo sees training as a necessary evil no they've got to do it there's a compliance sort of training so it's in this we've got we've got to do it because the government tells us to do it so it's sort of a necessary evil to stay in business five out of 10 ceos consider training as a defense rather than a offense so again it's has that similar theme necessary evil it's um it's an expense rather than an investment the other staggering uh information that tom peters has put in eight out of ten ceos see a typical 45 minute two or three two of them are saying of the commerce in other words a 45 minute talk about your business would not so much even mention training and development in their in their mission their conference of the organization so that that's pretty frightening now i mentioned before this data's come from the united states i'd suggest from my experience it's pretty consistent with what i've seen here in australia which is a real shame and the um they're heading there's training needs to be a capital investment rather than a necessary evil so some of the some of the benefits in terms of of good let me underline the word good good training it reduces staff turnover now staff turnover is a very expensive and costly exercise it's it's it takes a long time and it costs a lot of money not only not only the process of doing but once you get got it on board get the person inducted on boarded and it can take six to twelve months before a person becomes fully functional and productive so reduces that staff turnover people feel valued and will demonstrate loyalty so people that are receiving good quality training on a regular basis will feel that they are valued by the organisation and subsequently be more loyal to the organization people are more likely to go the extra mile come in a little bit earlier stay a little bit later and do a little bit of work on the weekend when they're not working this um when people are receiving good training this is this is some of the things i'll do save time and money in attracting recruiting and inducting new staff members team members indeed that very much resonates with reducing staff turnovers creates a workforce of choice now what's what's really interesting here is particularly in the current environment where the job market is very much in favor of people looking for work so if you are looking to come to australia this is so much work opportunity is just crazy so in in organizations that provide good quality training it will the word will get out that this organization is good and people will be attracted to that that particular organization so good for you as a leader you'll have the option to choose amongst a lot more candidates than if your organization had a poor reputation more engagement with team members with creating a more positive and and better and more productive work environment and create a sense of culture and teamwork across across the organisation also reduces those notions of sick leave which can be problematic particularly in some of the industries where they're short staffed and the health sector is certainly short staffed right across that sector everything from your large hospitals to your small clinics aged care special needs pathology it is all um all stretching for staff so when we can reduce sick leave then that that can be a good thing okay i mentioned about the um some of the training how important it is and from a healthcare point of view can you imagine now i talked about airline pilots and military people how to be um and surgeons and doctors certainly go through a lot of them a lot of training and education to develop and dentists to develop their skills and um and so forth so people even in administrative roles and in support roles also need to have just ongoing training and support to support their skills and develop their skills further training soft skills top-notch training that you can get excited about really getting excited you as the leader and the manager need to get excited about training and we're talking soft skills so communication skills self-awareness and emotional intelligence type of training and it's ongoing it's not let's run a communication skills training today and let's see how it goes in two years we might do another no it's it's it needs to be ongoing continuous development negotiation customer service and the list the list goes on provide these skills and this training for your staff and you'll read the benefits team building problem solving conflict resolution the list goes on and it's this training needs to be top-notch it's not just somebody in in hr and administration person hr doing some of this training you need to invest and get some good quality presenters lecturers support people to to facilitate some of this great content so top-notch training in terms of soft skills and training's not always around around the notion of sitting in a training room or classroom it's shy it can be formal education degrees qualifications our college here certainly provide lots of opportunity for formal qualifications certificate levels and diploma level qualifications in it could form in-house courses so courses that are managed and coordinated in-house so a particular hospital might run a particular course on certain policies and procedures they might have just for that particular hospital external courses staff leaders managers can go off and do team leaders can go off and do a do a course at an external provider it could be a local college could be a local university that doing short courses internal training could involve internal getting people experts from inside the bus inside the organization to provide some training in a workshop environment training and education can come in the form of mentoring and coaching uh have a lot some of the larger clinics and hospitals have a professional development library where people can go and read and study see some of the latest journals and publications in that industry and you could use a bunny system where match people up to complement their skills and also help them build new skills and also create a positive sense of teamwork so training can come in all those various forms i like this quote it is um from christine christie watson is a um he was a nurse what i thought nursing involved when i started which was chemistry biology physics pharmacology and autonomy and what i now know to be truth about nursing is philosophy psychology art ethics and politics now isn't that interesting isn't that interesting so all that technical all those technical skills and knowledge that christy thought was paramount in nursing really got down to the people listening and the psychology of interacting with people a lot and there so to do attract all training sessions attend all training so you as the manager you as the leader attend all training sessions with your team members and support them through that get excited about it really get so you attending you as the leader if you attend this will influence everybody else in the room remember you as a leader are effectively on show so you need to demonstrate your passion and your enthusiasm for the organization your your your industry and what you're doing in that training now richard branson you might be familiar with that name quoted i love this train people well enough so they can leave treat them well enough so they don't want to now that is so profound i mean i've been talking over the last few slides about all this training and going to the expense and you know what are you talking about kevin all this training you know communication skills this and problem solving that they just got to get on and do the job and when they do get good they're just going to go and go get another job somewhere else and and yes they might they may but as richard branson said treat them well enough so they don't want to leave and that's extremely profound i think and i think that's something you need to give some consideration to particularly in management and leadership train people well enough so they can leave treat them well enough so they don't want to richard branson remember leadership is a transfer of positive of energy and enthusiasm your own show so from a scale of one to ten where do you see yourself in terms of your positive energy are you down low around the 20 or up up higher and we're running out of time vastly i'm sorry we're going over tommy um to do take an honest look at how how you treat your people how many times a day do you smile with people what percentage of the time do you invest in listening to people oh yeah away you always in a rush how many times a day do you say good work well done or thank you some of these phrases how many how many emails or texts do you send a day saying thank you there's some food for thought there guys so to do have a think about those and and you'll need to make some modifications and do that um a quote by dale carnegie the deepest principle in human nature is the craving to be appreciated dark and iggy's book how to win friends and influence people so that the deepest principle in human nature is the craving to be appreciated so simple thank you yes please can go a long way a long long way and sadly a lot of managers and leaders do not do it and if they do it they don't they could do it more another quote is how you treat your people is how your people will treat your clients patients and customers and each other so the way you treat people is going to directly be mirrored in them engaging with your your patients clients and each other uh this is an interesting quote when i was at medic school i spent hundreds of hours looking into a microscope a skill i never needed to know or even use yet i didn't i didn't have a single class that taught me communication or teamwork skills something that i need every day i walk into the hospital that's interesting soft skills as tom peters often says are paramount so those communication skills team working skills are absolutely paramount so folks in summing up in summing up we've talked about a number of things tonight i know i've jumped a little bit from topic to topic i hope you've taken some notes but essentially we've talked about some of the psychology and giving you some skills particularly around recruitment of good people we talked about the stars we also looked at the notion of training and the importance of training not only technical skills and compliance matters but also soft skills and human interaction skills so in in closing i want to i want to finish off with some of these ideas if you will read something inspirational and or educational each day develop your vocabulary learn a word each day a new word invest at least two percent of your annual income into self-improvement whether that is money spent for a professional group memberships subscriptions courses books seminars conferences the other one keep fit and healthy i do like this quote i don't know who the author is one should eat to live and not live to eat so look after ourselves from a health point of view and be true to your values treat others how you would like to them to treat you folks i'd really like to thank you for your participation today and i think we can open it up for question and answer today but look thanks for listening to me i i know this is a challenge doing it online it's um often a little bit easier in the live seminars where we can engage with one uh one another a little bit easier but uh thanks folks you