Keep or redirect your focus on your most important external mission – the problem you solve in the world.
The 12-person breakout I was in immediately jumped to discussing the impact of the change on their own regional structure. And they stayed there. After 20 minutes, I had not heard the word “consumer” or “patient” or any variation of that even once.
I raised my hand and said “Aren’t we supposed to be talking about “Consumer-oriented healthcare?”After another 10 minutes, I jumped in again. “I was asked to be here to represent the consumer point of view. You seem to have no interest in that. So, I’m going to go over there and get myself some coffee. Come find me if you ever want to talk about the consumer.”Warning Signs Deteriorating impact on those you’re supposed to be serving, potentially showing up in declining customer ratings, market share, growth, profitability. Deteriorating morale and relationships as people spend more of their time focused on competing with each other than on serving your customers.Refocus all on doing good for others. Almost everybody strives for their own balance of doing good for others, things they are good at, and things that are good for them. Be anon the good, the bad, and the ugly of the context – so all understand how they have become more inwardly focused and its impact. Help all to recommit to your mission, vision & values – what matters and why – or opt out if they choose not to recommit. Co-create new strategic paths – making fundamental choices on an overarching strategy and posture, strategic priorities and enablers.Deliberately and consciously choose your collective go-forward mindsets and behaviors – playing them out in guideline and culture choices. Collectively craft your change management process with simple, understandable words and steps to bridge the gap between the new/revitalized mission, vision, values, and strategy and execution and then implement, track, assess, and adjust as appropriate.
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