Welcome to today’s episode where we delve into a crucial aspect of veterinary practice management: using core values as a management tool. Establishing basic expectations based on core values might seem daunting, but is essential for aligning the entire team in the desired direction of the practice. Once these values are clearly defined and communicated, they serve as a foundation for behavior and daily performance,helping to ensure that expectations are consistently met. Our guest today is Debbie Newhouse, LVT, MBA, CVPM, a hospital administrator in Nebraska who finds joy in helping people grow both professionally and personally.
In our discussion, Debbie shares the transformative catalyst that shifted her management approach to focus on their core values. By developing specific behaviors and actions associated with each core value, Debbie's team has a clear understanding of what is expected. She emphasizes the importance of incorporating core values into every facet of the practice, from interviews and new hire conversations to daily operations and leadership training.
Ongoing communication is key to this approach. Debbie’s insights highlight the importance of consistency and frequent communication about the behaviors aligned with each core value. By making core values a regular part of the conversation, practices can create a cohesive and motivated team dedicated to the same standards and goals.
Show Notes:
[2:14] - Debbie shares the catalyst that changed her management approach to being focused on core values. They developed a set of behaviors and actions associated with each core value.
[4:36] - Core values are included in interviews and conversations with potential new hires.
[6:41] - Leadership training is important when it comes to core values and expectations being clearly defined in the daily operations.
[9:40] - Attendance began as an issue. Now it is a behavior associated with the core value of Respect.
[12:57] - One person on the team could negatively impact the rest of the team if they are not invested in the core value focus or being held accountable.
[16:51] - Debbie describes some of the push back that has occurred and how it was addressed to maintain core value expectations.
[18:07] - Ongoing communication of the core values and actionable behaviors is key.
[19:24] - Performance reviews need to include each core value and the behaviors associated.
[21:18] - Before a team member is terminated, they should have had several conversations with clear opportunities to improve.
[23:23] - It’s important for the evaluation process to be simple and precise.
[27:41] - Debbie describes how difficult conversations could go when it comes to performance evaluations.
[30:25] - Be very consistent and communicate the behaviors that you want to align with each core value. They should be talked about frequently.
[32:30] - Core values shouldn’t just be something posted on the wall. They help the cohesiveness of the entire team and success of the business.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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