Susan Maples, DDS COSMETIC & FAMILY CARE Catrina Cook,
Maryjean Hall, Thomas Keith, Rebecca Nicholson, and Theresa Strauch
LDR 630, Winter 2014 Siena Heights University Team 2:
Healthcare
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Susan Maples, DDS http://youtu.be/9DFDfRslgu8 Catrina Cook
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THE DENTIST Dr. Maples is a Lansing area native and has
practiced dentistry in Holt for 27 years. Dr. Maples participates
in the ethics and practice management curriculum at the U of M
School of Dentistry Dr. Maples speaks to dental groups throughout
the country. Catrina Cook
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THE TEAM Every team member works hard to ensure their patients
receive the best quality treatment in a friendly, warm and relaxing
environment. Patients are encouraged to ask questions and to
actively participate with their care. Catrina Cook
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Leadership and Management Techniques Maryjean Hall
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Leadership and Management Techniques of the Company They apply
a democratic approach in leadership There is no specific manager as
everyone works as a team They report to each other The financial
manager updates the inventory, but information is made available to
other members Mrs. Maples plans the inventory, budget and price
shopping, but the rest help with the implementation. Changes are
discussed by everyone as a team. A plan is formulated on how to
implement the change so that its not just short term results. They
want to achieve long term benefits (Ashkanasy, Neal, Hartel, &
Charmine, 2000). Maryjean Hall
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Motivation Tools and Techniques Employees have bonuses and
travel opportunities. There are several opportunities for further
training and education. This provides several opportunities for
personal and professional growth. The hiring. process involves
invites of the new hire to hang out with the employees to see if
they fit within the organization Employees keep motivated by
learning with new challenges. Each member is allowed to have input
on the hire. With continual learning, celebration, culture of fun,
and renewal of curiosity employees learn how to improve. Employees
are treated like family (Hartel, Ashkanasy, & Zerbe, 2012).
Maryjean Hall
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Communication Communications are handled through meetings.
Every morning employees participate in a huddle and they go over
whats happening for the day with patients and any other pressing
issues. Approximately 2 times a month they have a director meeting
that is about 2 hours long and they go over monthly reports and
each member report what they are responsible for. Communication to
the outside world is through the media (Hoffmann, 2007). Maryjean
Hall
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Conflict Management The conflict resolution model teaches team
members to address issues or concerns. The model teaches employees
to handle conflict among each other. If there is a problem with a
team member then the person that has the problem should go directly
to the person and resolve the issue. Open-door policy. Employees
know from the conflict resolution model that they can address
concerns with any member of the team as well as Dr. Maples. The
company strives to build healthy-enhancing relationship and
friendships with the people in our reach (Wong, 2000). Maryjean
Hall
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Performance Analysis In the 27 years of business there has only
been one instance and it was not necessarily and issue of poor
performance. An individual made it through the hiring process and
once she started it was determined that she was not a good fit. Dr.
Maples uses the latest practices and updates to encourages every
team member to do the same. Each team member is committed to the
work that they do. They are fully committed to the organization and
stop at nothing short of excellence (Wong, 2000). Maryjean
Hall
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Change Implementation Practices Thomas Keith
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In todays business environment, there is nothing more permanent
than change (Westover, 2010 p 1). Organizations face continuous
change as they fight to stay afloat and compete in an increasingly
competitive economy (Westover, 2010). Thomas Keith
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Change Our natural human tendency is often to resist change, as
it leads to discomfort and anxiety. If not well approached, change
can lead to a demoralized workforce with lower levels of
productivity (Simkovitis, 1999). Thomas Keith
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The office of Dr. Maples is not immune to the natural
resistance to change occurring in most organizations To overcome
these change barriers, Dr. Maples ensures her team is engaged in
the change process. According to Phil Merrell, employee engagement
is an extremely effective strategy, as outlined in his six
strategies that influence change success (2012). Change Thomas
Keith
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Six Strategies Influencing Change Success Leading Communicating
Learning Measuring Involving Sustaining (Merrell, 2012) Thomas
Keith
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Sustained Change Dr. Maples identifies Merrells sixth step
sustaining as being vital to successful change. We are seeking long
term growth, not just short term compliance, says Dr. Maples.
Thomas Keith
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Theresa Strauch
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Communication is defined by Websters dictionary as: the act or
process of using words, sounds, signs or behaviors to express or
exchange information or to express your ideas, thoughts and
feelings to someone else. Theresa Strauch
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Four Types of Communication Will Be Described: Theresa
Strauch
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Verbal Communication Sounds, words, language and speech.
Speaking is an effective way of communicating and helps expressing
our emotions in words. This form of communication is further
classified into: four subtypes. Intrapersonal: extremely private
and restricted to ourselves. Interpersonal: between two
individuals; one on one conversation. Small group: more than two
people involved; team meetings. Public communication: one
individual addresses a large group of people; election campaign.
Theresa Strauch
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Non-Verbal Communication Conveys a senders message without
words. It involves the use of physical ways of communication. For
example: tone of voice, touch and expressions. Body posture and
language also convey messages when verbally conversing with
someone. Theresa Strauch
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Is the medium through which the message of the sender is
conveyed with written words. For example: letters, emails and
memos. Written memos, however can be edited before communicating to
the receiver. Theresa Strauch
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Messages are expressed with help of visual aids. Such as:
Photography, posters and banners. Theresa Strauch
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The Style of Communication Used in Dr. Maples Office
Communications are handled through meetings. Every morning
employees participate in a huddle and they go over whats happening
for the day with patients and any other pressing issues. Theresa
Strauch
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Approximately two times a month Dr. Maples team has a director
meeting that is about two hours long and they go over monthly
reports. Theresa Strauch
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The business is advertised through media. However, many
patients are by referral or community involvement. Theresa
Strauch
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Rebecca Nicholson
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Dr. Maples Uses Bonuses Travel Opportunities Treat like Family
Gives employees Attention Praises for Great Work Prevent Burnout
Learning opportunities Rebecca Nicholson Motivational Tools &
Techniques
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Motivating to ensure workers are willingly, effectively, and
efficiently producing results Rewards of monetary & security
Challenges Promotions Keeping jobs from being repetitive and simple
Demirkaya, 2012 Rebecca Nicholson Motivational Tools
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By keeping with the newest techniques Dr. Maples is keeping her
employees interested in the job. Their daily activities change with
the techniques. She offers incentives and benefits to allow her
staff the opportunity to grow and be invested within her company.
This makes employees that want to give 110% because they get so
much back in rewards. Rebecca Nicholson Motivational Tools
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Ashkanasy, Neal, Hartel, & Charmine. (2000). Emotions in
the workplace: research, theory and practice. Westport: Quorom
Books. Communication (n.d.) In Merriam-Websters online dictionary.
Retrieved from
http://www.merriam-webster.com/dictionary/communication Demirkaya,
H. (2012). The relationship between motivational tools and job
satisfaction. The Business Review, Cambridge,20 (2), 103-110.
Retrieved from
http://search.proquest.com/docview/1268720264?accountid=28644
Hartel, C., Ashkanasy, N. M., & Zerbe, W. (2012). Emotions in
Organizational Behavior. New York: Psychology Press. Hoffmann, S.
(2007). Classical Motivation Theories - Similarities and
Differences Between Them. New York : GRIN Verlag. References
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Merrell, P. (2012). Effective change management: The simple
truth. Management Services, 56(2), 20-23. Retrieved from
http://search.proquest.com/docview /1027234230?accountid=28644
Schwartz, A. E. (2001). Motivation: Linking Performance to Goals.
New York: Andrew E Schwartz. Simkovits, H. (1999). Stages of change
need leadership management. Mass High Tech. Retrieved from
http://www.businesswisdom.com/articles/ArtclStages OfChange.html
Westover, J. H. (2010). Managing organizational change: Change
agent strategies and techniques to successfully managing the
dynamics of stability and change in organizations. International
Journal of Management and Innovation, 2 (1), 45-50. Retrieved from
http://search.proquest.com/docview/89071538?accountid=28644 Wong,
R. (2000). Motivation: A Biobehavioural Approach. Oxford: Cambridge
University Press. References Continued