Values and Behaviors 1 A case study in organizational value communication: understanding value/behavior relationship. Nancy M. Desjardins A Thesis Submitted in Fulfillment of the Requirements for the Degree of Master of Science Central Connecticut State University New Britain, Connecticut April 2002 Thesis Advisor Glynis Fitzgerald, Ph.D Department of Communication
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Values and Behaviors 1
A case study in organizational value communication: understanding
value/behavior relationship.
Nancy M. Desjardins
A Thesis
Submitted in Fulfillment of the
Requirements for the Degree of
Master of Science
Central Connecticut State University
New Britain, Connecticut
April 2002
Thesis Advisor
Glynis Fitzgerald, Ph.D
Department of Communication
Values and Behaviors 2
ABSTRACT
This thesis seeks to determine if organizational values and defined behaviors
that are communicated throughout the organization can increase employee
satisfaction, commitment and performance outcomes. This research explains
how these values are defined by an organization and ways that values and
expected behaviors can be communicated to improve employee outcomes.
Past research on values and behaviors within organizations is reviewed. The
communication of stated organizational values and the relationship with
employee outcomes is evaluated between two departments within a Health
Care Organization (HCO). Questions from the Organizational Culture Survey
and the Communication Satisfaction Questionnaire are combined to measure
employee satisfaction, morale and perceived involvement in decision-making.
The organization provided data on employee absenteeism, turnover and
performance ratings. A comparative analysis was conducted by performing
an Independent Sample Test and Chi-Square which supported one of the six
hypotheses presented; departments that clearly define and communicate
stated organization values have employees that perceive they are more
involved and more participative in decision-making.
Values and Behaviors 3
CHAPTER 1
INTRODUCTION
Organizational values are a topic of discussion in many major
organizations. These values can, if properly communicated, guide the
behaviors that support an organization's mission and vision. Research has
shown that in organizations where organizational values are shared by
employees there are improved performance outcomes in for-profit
organizations (Melgino, Ravlin & Adkins, 1989). These improved
performance outcomes can increase an organization’s ability to compete
within its market. With the onset of the Health Care Reform, health care
organizations, traditionally not for-profit structures needed to become more
competitive and therefore incorporate for profit business strategies. Eisenberg
(1996) notes that “the health care industry has nurtured a historic immunity to
entrepreneurship” (p.17). For the subject health care organization,
incorporating stated organizational values that all employees were expected
to embrace became a new business strategy.
Through this research, the relationship between clearly defined and
communicated organizational values within a hospital department and
performance outcomes of that department will be investigated. Past research
on culture, values and behaviors will be reviewed to determine the best
approach and methodology to support and measure the hypotheses.
Specifically, departmental performance measures and communication
Values and Behaviors 4
surveys will be employed with two clinical departments within a Health Care
Organization (HCO) to demonstrate that a department that defines and
communicates stated organizational values will have better departmental
performance outcomes and higher employee satisfaction than one that does
not. These two departments have similarities in their responsibilities and
where they are geographically located within the hospital yet perform different
functions.
LITERATURE REVIEW
Culture
Definition of Cultures. As organizational culture research advanced,
researchers clarified the definition of culture to include the pattern of beliefs
and expectations shared by the organization’s members---which produce
norms that shape the behavior of individuals and groups in the organization
(Schwatz & Davis, 1981); symbols, language and ideology (Goldhaber, 1993);
and the collection of central values hidden in the shared myths and symbols
of that domain (Broms & Gahmberg, 1983). For this research, Charles
Conrad’s (1994) definition of culture will be applied:
Cultures are communicative creations. They emerge through
communication, are maintained through communication, and change
through the communicative acts of their members. Simultaneously,
communication is a cultural creation. Persons’ perceptions of the
cultures in which they live (both their overall culture and their
Values and Behaviors 5
organizational cultures) form the situations that guide and constrain
their communication. (p.31)
Research on culture and subcultures by Bantz (1993), Gertz (1973),
Siehl (1985), and Weick (1985) supports that multiple cultures exist within an
organization. Rochen (1998) argues that “culture consists of the links stock of
ideas that define a set of commonsense beliefs about what is right, what is
natural, what works. These commonsense beliefs are not universal, but are
instead typically bounded by time as well as by space”(p. 131). If an
organization has multiple hours of operation and departments, they are more
likely to have more cultures within their organization. These multiple cultures
are often referred to as subcultures. Maanen and Barley (1985) stated:
“More commonly, organizations intentionally differentiate their members by
assigning them relatively insulated roles and position-specific niches. When
these niches are occupied by people facing similar problems, who have both
opportunities and motives for interaction, organizational subcultures are
born”(p. 38).
Discovery of Organizational Culture. Culture had previously only
been identified as a system that exists in an organization until Pettigrew
(1979). He broadened the scope of organizational culture to reflect social
processes by examining concepts that in the past were associated with the
fields of sociology and anthropology. These concepts include beliefs,
ideology, symbols, language, ritual and myths. More importantly, he specified
humans as the creator of these messages and therefore they create meaning
Values and Behaviors 6
within the process of symbolic interaction. Symbolic interactions are actions
that create meaning. Pettigrew based his conclusions on data collected in an
empirical study of a private British boarding school that studied the social
dramas that occurred from the birth of the school in 1934 through 1975. This
longitudinal study provided data about the school during its transformation
over a forty-year span. The data revealed that social processes impact
organizational development and create the culture within an organization.
The field of Anthropology continued to play an important role in the
further development of organizational culture research. Hart and Scott (1989)
stated:
Management discovered culture in the 1980s, but it was not precisely a
discovery. Rather, management learned that some well-established
anthropological concepts could be applied to modern organizations to
improve their performance. The most important of these concepts was
culture, and it was understood by anthropologists as a system of
shared symbolic meaning expressed by ritual, myths, legends, heroic
sagas, fictions, and fairy tales. (p.101)
Culture & Change. Research has indicated organizations are held
together by cultures and argue that cultures can be managed (O’Reilly,
1989;Safford, 1988). However, Weick (1983) in a response to an article in
Fortune magazine on managing corporate culture, states that “organizations
Values and Behaviors 7
don’t have cultures, they are cultures, and this is why culture is so difficult to
change” (p. 125).
Saffold (1988) researched culture and its impact on organizational
performance. His work compared and contrasted the trait-strength framework
and the cultural performance framework. According to Saffold, “The trait-
strength framework relates positive cultural trait profiles to enhanced
organizational performance in proportion to the strength with which particular
cultural traits are manifested” (p. 547). He challenged Dennison’s (1984)
strong culture hypothesis that supports the trait-strength framework. The
strong culture hypothesis states that if an organization has a strong culture
then they will be successful as measured by continued success and superior
performance. However, Saffold revealed five major flaws that include:
1. the assumption of a unitary culture;
2. the ambiguity of strength as a measure of culture;
3. dependence upon composite culture profiles;
4. insufficient attention to culture-performance links; and
5. the use of inadequate methodologies.
Saffold suggested the use of the cultural performance framework. This
framework description is:
As an organization’s culture evolves, existing elements are selected for
retention (historical penetration) and new elements. Drawn from both
the larger social, technological, and cultural environments and
organization’s own outcomes, are added (alloplastic flexibility). The
Values and Behaviors 8
implication of all elements for the organization are eventually
elaborated, and these become embodied in specific artifacts
(artifactual penetration) with varying degrees of mutual consistency
(elemental coherence). Divergent task characteristics and differential
interaction among members lead to formation of multiple subcultures
(sociological penetration). Human behavior within these subcultures is
influenced in proportion to the culture’s psychological penetration and
symbolic potency. (p. 554)
Psychological penetration is accomplished when an organization’s employees
internalize the values of the culture or subcultures. If these elements are
present, what has been described is not a “strong culture” but a “high
performing culture” that links performance outcomes to an organization’s
strategic position.
O’Reilly (1989) assessed the culture of innovative organizations that
included New United Motors Manufacturing Incorporated (NUMMI), General
Motors, Toyota, 3M and Johnson & Johnson. He defined culture as a
combination of social control systems and norms. O’Reilly describes a social
control system as a set of common expectations that are shared by workers
who care about each other. Norms will vary dependent on the types of
organizations and workers. He stated, “Norms are expectations about what
are appropriate or inappropriate behaviors” (O’Reilly, p. 12). To determine
the norms that are perceived to promote innovation, over 500 managers were
surveyed. The norms that the managers listed can be characterized into 2
Values and Behaviors 9
groupings: (1) norms to promote creation and (2) norms to promote
implementation. Norms to promote creation include risk taking, rewards for
change and openness. Norms to promote implementation include common
goals, autonomy and belief in action. O’Reilly took these norms and
assessed the success of 3M’s innovative performance. 3M not only had
similar norms (promote creation and implementation) but also was committed
to communicating and supporting the resources needed to maintain their
norms for innovation. 3M specifically defined the behaviors that they wanted
their employees to model. O’Reilly concluded that there are four factors to
developing and managing culture within an organization:
1. participation: employees are encouraged to feel involved and therefore feel they are valued.
2. management as symbolic action: managers behave in a way that
supports the messages they are stating. 3. information from others: consistent messages are given by all employees,
management and peers. 4. comprehensive reward system: recognizing and rewarding employees for
exhibiting behaviors consistent with messages from the organization. When these four factors are present, an organization is better able to manage
their organizational culture.
Values
Definition of Values. In its broadest sense, values refer to the relative
worth of a quality or object. Similar to organizational culture, many definitions
of organizational values can be found. Agle and Caldwell (1999) performed a
literature review of over 200 articles related to values and found many
Values and Behaviors 10
different definitions for values existed. However, there was enough similarity
within the definitions that researchers concluded it a central construct. Agle
and Caldwell summarized that despite the many definitions they agreed with
Schwartz and Bilsky (1987) findings. Schwartz and Bilsky identified the
following common threads in defining values: (1) concepts or beliefs; (2)
desirable end states or behaviors that transcend specific situations; (3) guide
selection or evaluation of behavior and events; and (4) ordered by relative
importance. For this research value will be defined as qualities exhibited by
people (Mankoff, 1974).
Values can also be higher order values (HOVs) or lower order values
(LOVs). HOVs are broader values that remain stable and encompass an
organization. According to Ju and Cushman (1995), “HOVs should stay
relatively stable, even in a highly turbulent and chaotic environment”(p. 109).
LOVs are more flexible and represent current management strategies. Unlike
HOVs, “LOVs should be flexible enough to adapt to environmental
changes”(Ju & Cushman, p.109). An example of a higher order value is
respect for employees. Increase sales by 10% is an example of a lower order
value.
Behaviors. Values and behaviors are often used together but they are
not synonymous. Values provide us with guidelines for behavior. Values
direct our behavior so that it is consistent with the achievement if the values
we hold which equals value congruence. Values are “determinants of virtually
all kinds of behavior that could be called social behavior or social action,
Values and Behaviors 11
attitudes and ideology, evaluations, moral judgments and justification of self
and others, comparisons of self with others, presentations of self to others,
and attempts to influence others” (Guth & Tagiuri, 1965, p.123). For example,
a “customer friendly” value may be exhibited through the behaviors of
Adkins, 1989; Posner, Kouzes, & Schmidt, 1985) and identify competing
values (Quinn & McGrath, 1985).
Mankoff (1974) administered the Rokeach Value Survey to identify the
value systems of a sample of an accounting firm’s partners and their spouses,
managers and their spouses, and staff accountants to identify individual value
differences and the impact these differences have regarding communication
and motivation. The results revealed that dependent on the person’s role in
the organization or if they were the spouse of an employee, they individually
ranked the values differently. For example, social recognition was ranked
higher by organizational superiors than the staff accountants. The survey
results are helpful for organizations to understand their employees’ individual
values and how congruent they are, or are not, with the organizational values
so they can incorporate value-based change strategies into the organization.
As cited by Mankoff, Charles Hollen (1972) pointed out that “changing
attitudes indirectly through changing values would appear more for
persuaders in that a number of attitudes may be influenced in one fell
economical swoop through the manipulation of a single value” (p. 26).
A manager’s awareness of their employees’ individual value sets will enhance
a mangers ability to create and implement a value-based change strategy.
Values and Behaviors 14
In the 1980’s research was conducted regarding value congruence.
McDonald and Gandz (1985) interviewed forty-five senior managers and
management consultants to generate a relevant list of shared values for the
modern business corporation. From the analysis of their interview data, they
proposed four grouping of values: task oriented values, relationship-oriented
values, change-related values and status quo values. As noted by McDonald
and Gandz:
The analysis is consistent with earlier work by Robert Quinn and
Michael McGrath, who applied a competing values perspective to
derive four organizational forms, each with distinct information
processing preferences: the market (emphasizing efficiency and
productivity), the adhocracy (emphasizing transformation and growth),
the clan (emphasizing moral and group cohesion), and the hierarchy
(emphasizing stability and the execution of regulations). (p. 70)
McDonald and Gandz also suggested that organizations could be classified
by these groupings by looking at the values that the organization emphasizes
and rewards. They did note that there are organizations whose values
represented a more heterogeneous cultural mosaic and did not point towards
one of the four poles suggesting that more research is needed in this area.
Lastly, their research also looked at the make-values and buy-values
of organizations. The make-value organizations socialized their new hires
towards their values while the buy-value organizations hired employees that
already displayed value congruence with the organization’s value set.
Values and Behaviors 15
McDonald and Gandz’s research has significant implications for managers.
Managers must be held accountable for their outcomes and helping
employees to understand the value set of their organization. Managers need
to ensure that department values are congruent with organizational values
and then communicate to their employees how they can behave to support
both sets of values.
Research conducted by Posner, Kouzes and Schmidt (1985) analyzed
the importance of the link between executive managers, middle level
managers, and supervising manager’s personal values and organizational
values. Questionnaires were sent to over 6,000 managers to assess their
personal values and expectations. In summary, their study revealed that
shared values are related to:
1. Feelings of personal success – employees experienced feelings of success and ability to reach their ambitions.
2. Organizational commitment – employees reported that they were
confident that they would remain with their current employer for at least 5 years.
3. The self confidence in understanding personal and organizational
goals – as the perception of shared values increased so did the employees awareness and understanding of the organization’s goals
4. Ethical behavior – the higher the perception of shared values the
greater the behavior to act ethically.
5. Feelings of job and personal stress – employees reported higher levels of home stress when their values were not congruent with organizational values.
6. Organizational goals – goals of the organization increased in
importance as perception of shared values increased. They also ranked the goal of morale higher.
Values and Behaviors 16
7. Organizational stakeholders – as an employee’s feeling of shared values increases so does their concern for organizational stakeholders.
Overall the study revealed that managers that have congruent personal and
organizational values produce positive outcomes for an organization that
include clarity of an organization’s vision, mission and goals to increased
This research project will expand on the values and behaviors research.
Many organizations today define the values of the organization that they
expect their employees to embrace and model by stating them. This research
will examine how departments align themselves with an organization’s stated
Values and Behaviors 21
values. It will look at a HCO that has stated organizational values in place
and will compare two departments’ performance outcomes: one department
that has defined and communicated the expected behaviors that support the
organization’s values and one department that has not defined the expected
behaviors that support the organization’s values. As John Gardner (1963)
described, “Our problem is not to find better values but to be faithful to those
we profess”(p.53). The proposed research will examine the values a HCO
professes and analyzes how individual departments or subcultures as
described by Maanen & Barley (1985) define these values, share these
values and then compare their departmental performance outcomes. This
research can contribute to an organization’s understanding of communicating
stated values in the organization with the ultimate outcome of achieving
higher performance.
The research of and Meglino, Ravlin & Adkins (1989) and Posner,
Kouzes & Schmidt (1985) suggests that employee satisfaction, commitment
and morale are higher when employees’ values are congruent with their
supervisors’ and organization. Therefore, the following is suggested:
H1: Departments that clearly define and communicate organizational values have employees that report higher job satisfaction.
H2: Departments that clearly define and communicate stated organizational values have employees with higher morale.
Porter, Steers, Mowday, and Boulin (1974), Savery (1989) and Steers
(1977) expanded the research on employee job satisfaction and commitment
Values and Behaviors 22
to include the inverse relationship to employee turnover rate and absenteeism
which suggests the following hypotheses:
H3: Departments that clearly define and communicate organizational values have a lower employee turnover rate. H4: Departments that clearly define and communicate organizational values have lower absenteeism.
Based on research of Enz (1988) and Posner, Kouzes, & Schmidt
(1985) with regards to congruent employee values and the relationship to
employees’ perceiving they have more power and are involved in the decision
making process, the following is proposed:
H5: Departments that clearly define and communicate stated organizational values have employees that perceive they are more involved and participate in decision-making.
Research done by Meglino, Ravlin & Adkins (1989), O’Reilly (1989)
and Saffold (1988) found a relationship between value congruence and
employee outcomes. The following hypothesis is suggested:
H6: Departments that clearly define and communicate organizational values have higher overall employee performance ratings.
Values and Behaviors 23
CHAPTER 2
METHODOLOGY
Subjects
Healthcare & Stated Values. This research took place at a tertiary
care, teaching, Level 1 Trauma Center that has 950 licensed beds. This HCO
was chosen for 2 reasons:
1. They instituted stated organizational wide values 4 years ago (See Appendix A) and senior leadership’s perception is that some departments have embraced these values and others have not.
2. The primary investigator is employed by the HCO and had easy access to
the subjects and data. The study involved two comparison groups, the Respiratory Care
(Group A) and Radiology Departments(Group B). Purposive sampling was
used as there are particular characteristics that are needed for the study:
common stated organizational values and one department that had further
defined behaviors that support the stated organizational values. The two
groups are departments that have similar departmental profiles:
��70 – 80 Full Time Equivalents (FTEs)
��full time and part time employees;
��operate 24 hours per day, 7 day per week;
��service inpatients and outpatients; and
��educational level ranges from high school to masters prepared.
Group A is a Respiratory Care Department that has attempted to more
clearly define and communicate specific behaviors that support the values of
Values and Behaviors 24
the organization. These behaviors are observable and measurable (See
Appendix B). When the organization initiated stated values into the
organization, this department formed a project team to assess the stated
values and their meanings for each role within their department. There are 72
FTEs and 4 roles in the Respiratory Care Department: Respiratory Care
Practitioner, Flight Respiratory Care Practitioner, Rehab Practitioner and
Office Support Staff. Each role had representatives on a project team and
they were accountable for facilitating the development of each role’s specific
observable and measurable behaviors that supported the stated
organizational values. Value measurement tools were then created for each
role. Mandatory education was provided for all the staff to explain the
expected employee behaviors that supported the stated organizational values
and to communicate to them that they would be held accountable for these
behaviors. They included the assessment of these behaviors into their yearly
performance evaluations. The employees of this department evaluate each
other annually on these behaviors. This process is similar to the O.B. Mod
that was developed by Luthens and Kreitner (1995) as discussed earlier.
Group B is a Radiology Department with 78 FTEs. They have similar
roles within their department: Radiology Technicians, Radiology Support
Associate, Radiology Technician Trainer, Registered Nurse, and Office
Support Staff. They have not defined any expected behaviors that support
the organization’s stated values for these roles but instead rely on the
organizational definitions.
Values and Behaviors 25
According to the hypotheses, Group A that has developed a document
that defined the behaviors to support the organizational values should report:
Witmer, D. (1997). Communication and recovery: Structuration as an
ontological approach to organizational culture. Communication
Monographs, 64, 324-349.
Values and Behaviors 44
Appendix A
BEHAVIORS TO SUPPORT THE VALUES The following behaviors describe the effective performance level for Employees, Managers and Senior Managers. Senior Managers include Collaborative Management Team members, Vice Presidents and Management Council members. Managers include Directors, Managers, Supervisors and Team Leaders. Employees include all others. Managers are accountable for demonstrating Manager and Employee behaviors. Senior Managers are accountable for demonstrating Senior Manager, Manager and Employee behaviors. Patient-centered Care: In all our endeavors, we are guided by the needs of our patient, creating a partnership that is effective and personal across the continuum of care. Employees: Treats the patient as a partner in the medical plan of care. Listens to and communicates clearly with the patient/customer regarding needs and monitors their satisfaction. Follows through promptly on patient/customer inquiries, requests and problems. Looks for opportunities to promote patient/customer satisfaction. Managers: Considers underlying patient/customer needs beyond what is verbalized. Dedicates resources to meet those needs. Develops specialized approaches when appropriate. Seeks patient/customer input and uses information gained to drive greater organizational improvement. Senior Managers: Incorporates consumer market research and focus group information into strategic plan and goals. Addresses patient/customer needs with a global, long-term focus. Recommends solutions and new approaches based on this focus. May trade off immediate or simple solutions based on their long-term impact. Continuous Learning: We actively support outstanding programs of education and research designed to encourage the acquisition of knowledge and skills that are of value to the organization and the community. Employees: Takes responsibility for self-growth. Stays current with new tools, methods or techniques that could improve organizational and individual success. Recommends new approaches and welcomes others’
Values and Behaviors 45
recommendations for change. Adapts to new practices as they are introduced. Managers: Assesses the applicability of current or emerging changes to present and future organizational needs. Encourages and supports an environment for self and others to develop. Senior Managers: Benchmarks other organizations. Maintains and communicates a thorough understanding of key issues that impact the organization. Creates a vision of the future and motivates others to develop the strategies to achieve that vision. Community: We actively develop partnerships that will improve our community and, as stewards of a public trust, we ensure informed and dignified care for all patients regardless of their ability to pay. Employees: Recognizes the importance of the public’s opinion of the organization. Participates in community activities, (e.g., wellness programs, community boards, voluntary work, health fairs, job fairs). Managers: Establishes and/or strengthens partnerships to meet the needs of the public. Identifies and addresses barriers that impede the success of partnerships. Follows through to ensure that action is implemented. Anticipates and informs others of issues or changes in circumstances affecting the public. Incorporates community needs into goals. Senior Managers: Participates on the Board of Directors for community organizations. Endorses the community assessment as part of the environmental assessment in the strategic planning process. Identifies community needs that exist inside and outside of the organization. Sees interrelationships among broad community needs. Considers the global, long-term consequences of community decisions. Communication: We strive to acquire and understand information, and share it clearly and effectively. Employees: Provides information in a timely manner. Chooses appropriate ways to provide information. Comprehends written information. Listens actively. Speaks and writes in a clear, concise and consistent manner. Considers the other person’s point of view. Gives and asks for constructive performance feedback. Managers: Exchanges current information with immediate staff. Explains the organization’s vision, mission, values, goals, policies and issues to others. Reduces complex issues to simple terms. Probes for new ideas. Ensures communications are appropriate for the audience.
Values and Behaviors 46
Senior Managers: Presents information to the public in a manner that is timely and that generates confidence and enthusiasm. Builds sufficient organization-wide communication networks. Relationships: We develop and strengthen collaborative relationships with all our customers, including our patients, their families, our employees, volunteers, medical staff, and our business partners. Employees: Participates willingly in achieving goals. Respects each person for the contribution they make to the team. Participates in team decisions and reinforces and supports those decisions. Maintains the self-confidence of others. Managers: Creates an environment where people work together to achieve goals. Seeks out and honors ideas, viewpoints, expertise and contributions of others. Demonstrates a willingness to learn from others, including subordinates and peers. Publicly recognizes team efforts and accomplishments. Encourages shared ownership for team vision and goals. Increases the participation of staff to negotiate and achieve common goals. Senior Managers: Builds collaborative relations with managed care organizations, regulatory bodies, state agencies, and city and state officials. Demonstrates support for and models teamwork by personally working cooperatively with others toward the achievement of goals. Diversity: We recognize, respect and actively support differences among individuals and demonstrate this philosophy through our words and actions. Employees: Sees self and others as a source of information and creativity. Shows sensitivity regarding the needs of others. Takes time to understand others as individuals. Treats others fairly and with dignity. Recognizes the right of all people to be treated equally. Does not express opinions based on stereotypes. Managers: Takes swift and decisive action to stop behaviors on the part of others that could result in discrimination or inequitable treatment. Provides learning opportunities for self and others to understand individual differences. Senior Managers: Incorporates into the strategic planning process current demographics, the human resource plan for diversity management and performance development. Ensures that these practices are implemented. Human Resources: We support the professional and personal growth of employees in their pursuit of the hospital’s mission.
Values and Behaviors 47
Employees: Sets goals, plans how to achieve them, monitors progress and demonstrates accomplishments. Knows strengths and opportunities for improvement. Maintains credentials associated with role accountabilities. Participates in mandatory education and training based on the expectations of regulatory bodies. Supports the professional and personal growth of others. Managers: Ensures that the competence of all employees is assessed, maintained, demonstrated, documented and improved continually. Encourages others to learn from their mistakes. Orients others regarding specified roles and how the roles support goals. Encourages compliance with mandatory training and education. Assists in managing others’ performance, facilitates performance development opportunities, coaches others through constructive feedback, takes corrective action when necessary and appraises performance. Senior Managers: Ensures goal alignment. Generates information that is useful in achieving goals. Allows time and resources for self and others to participate in growth opportunities. Organizational Ethics: We are guided by ethical values that emphasize honesty, fairness, dignity, and respect for the individual. Employees: Acts in accordance with the organization’s code of conduct. Reports potential ethics violations to management. Considers the impact of one’s actions on others before taking action. Takes a stand, but is willing to change position when provided with new information. Respects confidentiality in all communications. Acts in the best interest of the organization. Managers: Acknowledges the organization’s Ethics Committee as a vehicle for addressing patient ethics issues. Recognizes ethics issues in management decisions. Encourages others to act responsibly in uncertain situations. Follows through on promises and commitments. Displays compassion while making difficult decisions. Considers the effects of ethics violations on the organization, on oneself and on others. Leads by example. Senior Managers: Interprets the organization’s ethics standards, code of conduct and other relevant policies. Creates an environment where self and others can openly admit mistakes. Considers ethics issues as they affect patients, customers, communities, society and the professions. Counsels individuals in situations where ethics issues arise. Demonstrates uncompromising responsibility for preventing harm to people and the environment. Creates a nondiscriminatory environment.
Values and Behaviors 48
Superior Performance: We strive for superior performance in all that we do, to preserve the hospital’s clinical, organizational and financial strength. Employees: Accepts accountability for achieving goals. Aligns daily actions with goals. Asks questions and continuously improves ways of doing things. Displays pride, dependability, open-mindedness and curiosity. Approaches challenges with confidence and perseverance. Uses appropriate information to make decisions and take action. Does things before being asked to or forced to by events. Adapts to changes in the workplace. Managers: Holds self and others accountable for goals. Identifies trends, predicts impacts, and makes appropriate modifications. Gathers data from multiple sources, examines data from multiple perspectives and seeks alternative ways to act quickly and decisively. Makes best use of resources. Promotes accountability. Seeks ways for the organization to respond appropriately to competitive challenges. Ensures that decisions are made at the appropriate organizational level. Coaches others through the phases for managing change. Uses technology effectively and efficiently. Senior Managers: Introduces ideas that help the organization respond to changing market needs. Modifies goals in response to changing market conditions. Makes decisions based on long-term impact, not short-term expediency. Moves easily from strategic issues to tactical ones. Visualizes the future, including its opportunities and threats. Strives to remove organizational constraints. Reassures others after setbacks.
Values and Behaviors 49
Appendix B
DEPARTMENT OF RESPIRATORY CARE/RCP ASSESSMENT SHEET
PATIENT-CENTERED CARE: In all endeavors, we are guided by the needs of our patient, creating a partnership that is effective and personal across the continuum of care. Description: Treats the patient as a partner in the medical plan of care. Listens to and communicates clearly with the patient/customer regarding needs and monitors their satisfaction. Follows through promptly on patient/customer inquire requests and problems. Looks for opportunities to promote patient/customer satisfaction. Effective Performance Exemplary Performance
(2 or more to meet exemplary) ��
��
��
��
��
��
��
��
��
��
Maintains confidentiality. Divides assignments in an appropriate and fair manner in order to accomplish >90% of work ordered as staffing allows. Assures patient continuity of care. Demonstrates knowledge of patient care plan. Follow through with patient care plans within and across teams. Offers suggestions for changes in therapy based on changing patient needs.
Resource for >2 specialties (e.g.:Jet, Full Bronch, MEE, Consultant, Nitric Oxide). Seeks opportunities to improve customer satisfaction. Assist an support clinician in role responsibilities.
�� Able to prioritize workload and accommodate changes in assignment.
�� Demonstrates ability to troubleshoot patient/clinical/equipment scenarios.
�� Addresses patient/customer inquires requests, needs and problems promptly.
CONTINUOUS LEARNING: We actively support outstanding programs of education and research designed to encourage the acquisition of knowledge and skills that are of value to the organization and the community. Description: Takes responsibility for self-growth. Stays current with new tools, methods or techniques that could improve organizational and individual success. Recommends new approach and welcome others’ recommendations for change. Adapts to new practices as they are introduced.
Values and Behaviors 50
Effective Performance Exemplary Performance (2 or more to meet exemplary)
�� ��Demonstrates an openness to learn & teach peers.
Gives formal IS
��
��
��
��
��
Supports and contributes to a learning environment (i.e.: team, HCT, special projects, conference summaries). Attends department Inservices and required HH training.
Working on posts BS degree or has acquired degree. Utilizes HH offered non-mandatory educational opportunities. (e.g.: EAP, PDC, computer) Member of professional organization.
COMMUNITY: We actively develop partnership that will improve our community and, as stewards of a public trust, we ensure informed and dignified care for all patients regardless of their ability to pay. Description: Recognizes the importance of the public’s opinion of the organization. Participates in community activities, (e.g.: wellness programs, community boards, voluntary work, health fairs, job fairs). Effective Performance Exemplary Performance �� ��As stated above Promotes Hartford Hospital
volunteerism. �� Leadership role in community
activity. COMMUNICATION: We strive to acquire and understand information, and share it clearly and effectively. Description: Provides information in a timely manner. Chooses appropriate ways to provide information. Comprehends written information. Listens actively. Speaks and writes in a clear, concise and consistent manner. Considers the other person’s point of view. Gives and asks for constructive performance feedback. Effective Performance Exemplary Performance �� ��Functions as TL and accurately
represent the team’s needs. Proactive approach in communicating problems/concerns & solving problems.
��
��
Uploads and Downloads in a timely manner. Keeps co-workers informed by sharing all relevant information in a timely manner.
�� Consistently follows written communication guidelines per protocol (Progress notes, order generation).
�� Documents pertinent information in patient condition or behavior.
�� Consistently documents care plan (e.g.: 24-hour vent sheet, cystic, rehab).
RELATIONSHIPS: We develop and strengthen collaborative relationships with all our customers, including our patients, their families, our employees, volunteers, medical staff, and our business partners. Description: Participates willingly in achieving goals. Respects each person for the contribution they make to the team. Participates in team decisions and reinforces and supports those decisions. Maintains the self-confidence of others. Effective Performance Exemplary Performance ��
��
��
��
Moves team beyond problems to solutions and action. Consistently offers to help teammates and other teams/when appropriate.
Takes a proactive approach in solving inter/intra-team conflict. Willingly come in/stays late to meet department/team needs.
�� Accessible and accountable to team/department/ service areas.
�� Collaborates with HCT for patient care plan.
�� Promotes inter/intra-team collaboration. �� Follows 5 Basic Principles DIVERSITY: We recognize, respect and actively support differences among individuals and demonstrate this philosophy through our words and actions. Description: Sees self and others as a source of information and creativity. Shows sensitivity regarding the needs of others. Takes time to understand others as individuals. Treats others fairly and with dignity. Recognizes the right of all people to be treated equally. Does not express opinions based on stereotypes.
Values and Behaviors 52
Effective Performance Exemplary Performance �� ��
��
��
As stated above Acts as a Hospital interpreter per list. Make special arrangements to accommodate patient needs. Takes a foreign language class, sign language, or self-study course language.
HUMAN RESOURCE: We support the professional and personal growth of employees in their pursuit of the hospital’s mission. Description: Sets goals, plans how to achieve them, monitors progress and demonstrates accomplishments. Knows strengths and opportunities for improvement. Maintains credentials associated with role accountabilities. Participates in mandatory education and training based on the expectations of regulatory bodies. Supports the professional and personal growth of others. Effective Performance Exemplary Performance
(2 or more to meet exemplary) ��
��
��
��
Relates SMART goals to team/department goals. Maintains licensure in a timely manner.
Acts as a preceptor. Provides clinical inservice to members of HCT.
�� ��
��
Attends all mandatory education for JCAHO, OSHA, HH Department of Health.
Actively participates in Employee Selection processes. Contributes to the ongoing improvement of the new employee orientation tool.
ORGANIZATIONAL ETHICS: We are guided by ethical values that emphasize honesty, fairness, dignity, and respect for the individual. Description: Acts in accordance with the organization’s code of conduct. Reports potential ethics violations to management. Considers the impact of one’s action on others before taking action. Takes a stand, but is willing to change position when provided with new information. Respects confidentiality in all communications. Acts in the best interest of the organization. Effective Performance Exemplary Performance
(2 or more to meet exemplary) �� ��Is professional within healthcare
network. Attends 75% of team meetings.
�� ��Participates in organizational dynamics. Department representation in a hospital initiative.
Values and Behaviors 53
�� ��
��
Attendance and participation at meetings per team requirements.
Committee Attendance. Community participation, HCT participation.
��
��
��Supports team decisions/policies. Follows Department Covenant.
Active member of Employee Council or Department Committee.
SUPERIOR PERFORMANCE: We strive for superior performance in all that we do, to preserve the hospitals clinical, organizational and financial strength. Description: Accepts accountability for achieving goals. Aligns daily actions with goals. Asks questions and continuously improves ways of doing things. Displays pride, dependability, open-mindedness and curiosity. Approaches challenges with confidence and perseverance. Uses appropriate information to make decisions and take actions. Does things before being asked to or forced to by events. Adapts to changes in the workplace. Effective Performance Exemplary Performance �� ��Demonstrates organization,
prioritization, and time management skills.
Takes active role in developing policies and procedures.
��
��
��
��Represent team/department in a professional manner. Ability to complete work assignment utilizing additional resource when needed. Effectively manages situations with increased workloads/responsibilities.
Demonstrates a full understand of scope of the Department business. Is able to translate knowledge to their role making them an RCP of distinction as recognize by team, Department & all customers.
�� Appropriately assesses the ability to attend obligations in relation to department/team needs.
Values and Behaviors 54
Appendix C
To: Respiratory Care Department Staff
From: Nancy Desjardins, Graduate Student
Date: March 27, 2001
Subject: Organizational Culture Assessment
Thank you for taking the time to read this memo. I am a student enrolled in
the Organizational Communication Masters Degree Program at Central
Connecticut State University. For my master’s thesis project I’m looking at
the relationship between clearly defined organizational values how they relate
to a department’s performance outcomes under the supervision of Dr. Glynis
Claffey. I would like to include your department in my investigation due to the
nature of the work you do and how it impacts the entire hospital. All of your
responses will be treated in total confidence and nobody outside of the
Central Connecticut State University research team will see your individual
responses.
Your participation in this study is voluntary and if you agree to participate,
please take a few moments to fill out the questionnaire. Add your comments
as you see fit. You may at any time stop your participation in this study by not
completing or returning this survey. Please return the completed survey in
the attached envelope to Nancy Desjardins, Performance Development
Department by Friday, April 6th. Thank you for your time and participation.
Feel free to contact me if you have any questions or concerns at extension
545-1852.
Values and Behaviors 55
Please circle the response that represents the extent to which the following statements apply to you.
1. My job gives me satisfaction.
To a very little
extent
To a little extent To some extent To a great extent To a very great
extent
2. Employees and management in my department have a productive working
relationship.
To a very little
extent
To a little extent To some extent To a great extent To a very great
extent
3. This organization motivates me to put out my best efforts.
To a very little
extent
To a little extent To some extent To a great extent To a very great
extent
4. This organization respects its workers.
To a very little
extent
To a little extent To some extent To a great extent To a very great
extent
5. This organization treats people in a consistent and fair manner.
To a very little
extent
To a little extent To some extent To a great extent To a very great
extent
6. Working here feels like being part of a family.
To a very little
extent
To a little extent To some extent To a great extent To a very great
extent
Values and Behaviors 56
7. There is an atmosphere of trust in this organization.
To a very little
extent
To a little extent To some extent To a great extent To a very great
extent
8. This organization motivates people to be efficient and productive.
To a very little
extent
To a little extent To some extent To a great extent To a very great
extent
9. I have a say in decisions that affect my work.
To a very little
extent
To a little extent To some extent To a great extent To a very great
extent
10. I am asked to make suggestions about how to do my job better.
To a very little
extent
To a little extent To some
extent
To a great
extent
To a very great
extent
11. This organization values the ideas of workers at every level.
To a very little extent
To a little extent To some
extent
To a great
extent
To a very great
extent
12. My opinion counts in this organization.
To a very little
extent
To a little extent To some
extent
To a great
extent
To a very great
extent
Values and Behaviors 57
Please circle the correct answer.
Gender: Age: Education Level Employment Status a. Female b. Male
a. 16-25 b. 26-35 c. 36-45 d. 46-55 e. 56-65 f. 65 or
older
a. High School Graduate or Equivalent
b. Partial College (at least one year) or specialized training
c. College or University Graduate
d. Graduate Degree e. Other__________________
a. Full-Time b. Part Time c. Per Diem d. Volunteer e. Other________
____
Respiratory Care Team:____________________
Additional comments:
Thank you for your participation!
Values and Behaviors 58
Nancy Desjardins is an Organizational Development Consultant at Hartford
Hospital in Hartford, Connecticut. Prior to completing her Master’s Degree in
Organizational Communication at Central Connecticut State University, she
earned a B.S. in Business and Psychology at Charter Oak State College and
an A.S. in Allied Health at Manchester Technical College. Nancy began her
career as a Respiratory Therapist in 1980 at Hartford Hospital. Nancy is a
member of the International Association of Business Communication and
New England Society for HealthCare Communication. She is married with
two children and resides in Burlington, Connecticut.