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You can observe a lot by watching: diamond lessons for the dispensary
Transcript of You can observe a lot by watching: diamond lessons for the dispensary
CSHP-Sk AGM and
October 20, 2012
You can observe a lot by watching – diamond lessons for the dispensary
Using analogies from baseball, review lean management theories.
Discuss methods to increase responsibility and citizenship in the pharmacy.
Understand the wisdom of Lawrence Berra
Different modes of learning
Learning from mistakes
Tribes matter, but use them wisely
Getting past blame
Avoid self-destructive competition
Don’t do their job
Let superstars shine
Get out of their way
What happens when you really let down your team?
Thoughts on learning
Goal Play! – leadership lessons from
the soccer field
Measure the right things
Do the routine things routinely
Do it the right way all the time
Model the right way to do it, and keep doing it!
What messages do your artifacts send?
Don’t make excuses
You can’t hit a three-run home run with nobody on base
Get out of the way / it really isn’t about you
Let them make mistakes
We don’t all have to be the same
The final score is only a small part of the game
Make sure that they know you care
Love what you do
“You've got to be very careful if you don't know where you are going, because you might not get there.”
What are the goals that the team wants?
What are the individuals’ goals?
What is the role of the manager
in setting the goals?
There are rules and then there are ‘red rules.’
Some boundaries have to come from the top.
Some boundaries can come from the team.
Measure the right things
Are you measuring the right things?
Don't measure forever.
Look for your dress rehearsals.
"You win a few, you lose a few. Some get rained out. But you got to dress for all of them."
“Do the routine things routinely”
“It's like deja-vu, all over again.”
Do it the right way,
all the time
Practice it the way that you will play it.
Exception – make it special some times.
What do others see when they look at the pharmacy? What message do you want to give?
What messages do your
What does your team believe about itself?
What message do you want to give to other teams?
“You don't realize how easy this game is until you get up in that broadcasting booth.”
Model the right way to do it,
and keep doing it!
Learn the right way to do it, and then
show the right way to do it.
Walk the floor.
“You can observe a lot by watching.”
Watch how others do things, and take what you like.
Ask about what you don’t understand.
We need lots of followers!
“Never let your head hang down. Never give up and sit down and grieve. Find another way. And don't pray when it rains if you don't pray when the sun shines.”
“If only we’d had this player” takes away from
the players that you had there.
Excuses take away your ability to make it better.
An assumption of plenty.
What is your motivation?
There is never just one pharmacist or pharmacy technician that makes “a great catch.”
“You can’t hit a three-run home run with nobody on base”
“We made too many wrong mistakes.”
Let them have
We don’t all have to
be the same!
“I hit a fly ball to the outfielder!”
There is never one hero that wins the game.
“Uhhh, who had the helmets?”
Talk about “do this” rather than “don’t do that.”
Why (and how) do we back each other up?
To prevent mistakes
from becoming defects.
What is good for the individual
is what is good for the team
What are your values?
Do they match what you say and do?
The final score is only a
small part of the game
“Baseball is ninety percent mental and the other half is physical”
Make sure that they
know you care
“When you start the game, they don't
say ‘Work ball!’ They say ‘Play ball!’”
“It's fun; baseball's fun.”
"I ain't ever had a job, I just always played baseball.“
Love what you do
“If you ask me anything I don't know,
I'm not going to answer.”
“I wish I had an answer to that because I'm tired
of answering that question.”
“It ain't over till it's over.”
“I never said most of the things I said.”
Ask. Listen. Talk.
Represent them fairly, openly, and honestly.
Respect them (their choices, who they are, what they want to be).
"It's a mere moment in a man's life between
the All-Star Game and an old timer's game."
Google: Lone nut
Recognition or influence?
"Pharmacy is ninety percent attitude and commitment, and the other half is knowledge"
Google: Vin Scully Kirk Gibson