Collaboration is so important, especially in a community based organization. When I was a part of the administrative team at the county behavioral health agency, I knew that decisions we made did not just impact our operations, but impacted the lives of residents, their families and key county government agencies such as law enforcement, crisis stabilization units, Department of Children and Families and local schools, just to name a few. Each year, the agency is required to do a review and then develop initiatives for improvement for the upcoming year. During this annual review process, internal quality measures are analyzed. However, those measures are very micro-level compared to the large scale nature behavioral health has on the community.
To ensure we were getting accurate information, I requested we make a change to our information gathering process. Rather than mail out hard copy letters to each stakeholder (i.e. Sheriff, County Health Department, School District, etc), I requested that we come up with an electronic confidential system in which we could obtain the information and then run analytics on the information in a systematic method across multiple years to see improvement at a glance. Initially I was met with opposition. There were those that thought the previous method of data collection was more reliable and useful for audits. They stated that it would be nearly impossible to ensure the person filling out the survey electronically was in fact the individual intended for the survey. I reminded them that the surveys are confidential even when mailed out and that the Sheriff may not have been the individual that physically filled in the hard copy form previously. More than likely, it was someone in his office that worked specifically with community relations or partnerships.
I did not try to become an expert, nor did I dismiss the logic behind the desire to remain with the historical method of data collection. By maintaining an open mind and listening to the other stories. I then outlined how we could use the information to make more educated decisions for the community. While we discussed more than the following 5 ways stakeholder involvement led to improved decision making, these are the key reasons we chose to broaden our scope of data gathering.
1. County-funded agencies share a common funding source and it is important to agree on how those funds can be used to achieve the greatest results for the county.
2. Allowing fellow county officials to understand the policies and processes in place at the agency will give them a greater level of comfort with business operations
3. Obtaining buy-in and feedback prior to arriving at conflict can help de-escalate potential conflict in the future
4. By understanding the stakeholder's role in the decision, additional measures can be taken to ensure policies and procedures align with their vision- creating a unified vision for the county.
5. Contract negotiations are common between community agencies. Obtaining involvement throughout decision making can help create positive relationships for future negotiations.
The great news is that we were able to implement the electronically delivered community stakeholder questionnaire and we received more quality feedback in a timely manner than in years previous. Moreover, we were able to run analytics on the data in an effective and accurate method which was then utilized in presentation to the county for additional funding. In the future I would have made some changes to this process.
1. Setup a long-term method of data gathering.
While I was in the position, I setup a survey tool, but after obtaining a new position at another organization, I am not sure the survey was still delivered electronically. Looking back, it would have been good process to setup a long term method for data gathering.
2. Obtain information quarterly
Rather than wait until the end of the year, it would be more advantageous to obtain data throughout the year to track progress and make desired changes during the year.
3. Utilize a method for both electronic delivery and hard copy delivery
I completely removed the hard copy method of survey delivery. By doing so, I left out those that were accustomed to pen and paper response. In the future, I would have sent out the survey and those respondents that did not respond, I would have mailed a hard copy survey. This would allow for the maximum involvement of all stakeholders.
Sunday, February 28, 2016
Sunday, February 21, 2016
A632.6.3.RB_TAYLORHEATHER
This is a reflection of a personal situation in which the cost of conflict was greater than what I would have preferred. It is a reflection of being a 17 year old female in the home of my maternal grandparents. I grew up through most of my childhood with very strict rules. I had a curfew of sundown. I was not allowed to go to anyone's home that we did not first have to our home for a visit. Even field trips were highly scrutinized. Understandably so given the loss of my mother in such a tragic manner.
As a 17 year old female, I wanted independence. I had strong uncompromising values and I knew I was right. My grandfather frequently used the "N" word in our home and was not open to the idea of bi-racial couples. One day I had an assignment for which I was to collaborate with a young man in my class for calculus. Rather than meet face to face, as I knew that would be out of the question in my grandparents' eyes, I asked the young man to call me so we could work together on the project. I was provided one 15-minute phone call which may or may not be monitored at the discretion of my grandparents per day. I had already arranged the time in which this young man would call so as not to disrupt dinner or the evening routine. The phone rang, we spoke, we worked together, we said good night and I hung up. The same thing was to happen the next day. Yet there was no call. I later found out the call was blocked as my grandparents had reviewed caller ID, found my yearbook, determined the race of the young man and programmed the phone to immediately reject calls from his number. In disbelief, I questioned the young man and thought my grandparents would never do something like that. Yet, when I utilized the phone management system to determine which numbers were blocked, his number was the only number listed. I was horrified. I was embarrassed. I felt so sorry for my friend and did not want him to think I felt negatively toward him in any way.
So what did I choose to do?
Date him. I chose to make him my boyfriend. We "made out" in the hallways. We exchanged letters between class. I wore his Letterman jacket. My grandparents actually had school counselors that they would call to check up on me during the day and I would not bat an eye holding the hand of this young man while walking past them.
Then they caught me in the act. I had skipped a calculus review session to spend time with this young man after school. I was at the wrong place at the wrong time. When faced by my grandparents, they were livid. They were furious. So furious, my grandmother's lip was quivering and she nearly popped me in the mouth when I tried to lie my way out of it. I learned not to try to lie my way out of things through this conflict.
So there went all of my privileges. No driving. No talking on the phone. No going anywhere. It was wake up, shower, go to school- via cheese wagon, come home- via cheese wagon, study, eat, go to bed. My senior year could have been much more enjoyable. Yet, I wanted to stick to my values of equality.
As an adult looking back, I wonder how things would have played out if I had employed Stewart Levine's (2009) 10 principles of new thinking.
In the area of abundance, I could have tried to think past the scarce view that my grandparents would never budge on the idea of allowing a friendship to be fostered with a black young man. Today, they are strong Obama supporters. When I one the Martin Luther King, Jr. scholarship, they held hands with black individuals and sang an opening hymn at the ceremony. It could have been possible that they may have allowed the friendship rather than me immediately going to a resolution that it was me vs. them.
Efficiency- this area would be difficult to assess without understanding to what level my grandparents may have been willing to compromise. I acted very quickly and they reacted very quickly, but the efficiency of a highly favorable outcome for both parties was not achieved.
Creativity- rather than looking at other options, I immediately jumped to what would hurt my grandparents most. I could have talked through issues with them or tried to understand their perceptions. I didn't even think of these as potential options.
Fostering Resolution- So many times when I thought on this, I blamed my grandparents. I didn't see anything wrong with what I did. I felt like I was on a crusade for equality. I wanted to make sure everyone knew I was not engaging in discriminatory behavior. I did not even try to foster resolution prior to acting, or reacting.
Vulnerability- I did not cry or express my anger when I found out they had manipulated the phone system to prevent contact. I just kept the secret still a secret and then added another secret to make tit for tat. This was not helpful. This did not allow us as a family to work through the issues. I became hardened against my grandparents and that still has an effect on our relationship today.
Forming Long-Term Collaborations- This is where a huge change could have been possible for the strength of our relationship. If I felt my grandparents were not my adversary and were truly supportive, I would have worked through these emotions. Instead, I wrote them off as being mean and saying that I did not want anything to do with their behavior. How childish of me.
Feelings and Intuition- This is the area for which I needed a greater level of maturity to be able to handle during that time. I reacted only on feeling and gave little time toward understanding intuition. I knew what I was doing was wrong. I knew my grandparents would be hurt. Part of me wanted that- sick, I know. I am more aware now that my hurt, my pain, is not most important. I need to look past me and see how my actions may be causing pain as well.
Fully Disclosing Information and Feelings- In a home where "I love you" was not uttered very often, if at all, disclosing feelings was not going to happen. However, just because they weren't going to do it didn't mean that I couldn't have disclosed feelings through a letter. I now know that I can only control my actions and I am responsible for the choices that I make. Blaming others will not account for my wrongdoing.
Learning Through the Resolution Process- This is where we could have started to come out on the other end of the conflict, understanding areas of our own weakness and identifying strengths. Yet, we both gave up too soon in the conflict.
Becoming ResponseAble- Now, nearly 15 years later, I am taking full responsibilty for my wrongdoing. It is so important that I start looking at my own actions before ever judging those of another. In fact, it is not my job at all to judge another's actions. It is only my job to work on my values, my beliefs and the methods for which I express them.
Thank you for this reflective exercise. It has helped me achieve a greater level of awareness.
As a 17 year old female, I wanted independence. I had strong uncompromising values and I knew I was right. My grandfather frequently used the "N" word in our home and was not open to the idea of bi-racial couples. One day I had an assignment for which I was to collaborate with a young man in my class for calculus. Rather than meet face to face, as I knew that would be out of the question in my grandparents' eyes, I asked the young man to call me so we could work together on the project. I was provided one 15-minute phone call which may or may not be monitored at the discretion of my grandparents per day. I had already arranged the time in which this young man would call so as not to disrupt dinner or the evening routine. The phone rang, we spoke, we worked together, we said good night and I hung up. The same thing was to happen the next day. Yet there was no call. I later found out the call was blocked as my grandparents had reviewed caller ID, found my yearbook, determined the race of the young man and programmed the phone to immediately reject calls from his number. In disbelief, I questioned the young man and thought my grandparents would never do something like that. Yet, when I utilized the phone management system to determine which numbers were blocked, his number was the only number listed. I was horrified. I was embarrassed. I felt so sorry for my friend and did not want him to think I felt negatively toward him in any way.
So what did I choose to do?
Date him. I chose to make him my boyfriend. We "made out" in the hallways. We exchanged letters between class. I wore his Letterman jacket. My grandparents actually had school counselors that they would call to check up on me during the day and I would not bat an eye holding the hand of this young man while walking past them.
Then they caught me in the act. I had skipped a calculus review session to spend time with this young man after school. I was at the wrong place at the wrong time. When faced by my grandparents, they were livid. They were furious. So furious, my grandmother's lip was quivering and she nearly popped me in the mouth when I tried to lie my way out of it. I learned not to try to lie my way out of things through this conflict.
So there went all of my privileges. No driving. No talking on the phone. No going anywhere. It was wake up, shower, go to school- via cheese wagon, come home- via cheese wagon, study, eat, go to bed. My senior year could have been much more enjoyable. Yet, I wanted to stick to my values of equality.
As an adult looking back, I wonder how things would have played out if I had employed Stewart Levine's (2009) 10 principles of new thinking.
In the area of abundance, I could have tried to think past the scarce view that my grandparents would never budge on the idea of allowing a friendship to be fostered with a black young man. Today, they are strong Obama supporters. When I one the Martin Luther King, Jr. scholarship, they held hands with black individuals and sang an opening hymn at the ceremony. It could have been possible that they may have allowed the friendship rather than me immediately going to a resolution that it was me vs. them.
Efficiency- this area would be difficult to assess without understanding to what level my grandparents may have been willing to compromise. I acted very quickly and they reacted very quickly, but the efficiency of a highly favorable outcome for both parties was not achieved.
Creativity- rather than looking at other options, I immediately jumped to what would hurt my grandparents most. I could have talked through issues with them or tried to understand their perceptions. I didn't even think of these as potential options.
Fostering Resolution- So many times when I thought on this, I blamed my grandparents. I didn't see anything wrong with what I did. I felt like I was on a crusade for equality. I wanted to make sure everyone knew I was not engaging in discriminatory behavior. I did not even try to foster resolution prior to acting, or reacting.
Vulnerability- I did not cry or express my anger when I found out they had manipulated the phone system to prevent contact. I just kept the secret still a secret and then added another secret to make tit for tat. This was not helpful. This did not allow us as a family to work through the issues. I became hardened against my grandparents and that still has an effect on our relationship today.
Forming Long-Term Collaborations- This is where a huge change could have been possible for the strength of our relationship. If I felt my grandparents were not my adversary and were truly supportive, I would have worked through these emotions. Instead, I wrote them off as being mean and saying that I did not want anything to do with their behavior. How childish of me.
Feelings and Intuition- This is the area for which I needed a greater level of maturity to be able to handle during that time. I reacted only on feeling and gave little time toward understanding intuition. I knew what I was doing was wrong. I knew my grandparents would be hurt. Part of me wanted that- sick, I know. I am more aware now that my hurt, my pain, is not most important. I need to look past me and see how my actions may be causing pain as well.
Fully Disclosing Information and Feelings- In a home where "I love you" was not uttered very often, if at all, disclosing feelings was not going to happen. However, just because they weren't going to do it didn't mean that I couldn't have disclosed feelings through a letter. I now know that I can only control my actions and I am responsible for the choices that I make. Blaming others will not account for my wrongdoing.
Learning Through the Resolution Process- This is where we could have started to come out on the other end of the conflict, understanding areas of our own weakness and identifying strengths. Yet, we both gave up too soon in the conflict.
Becoming ResponseAble- Now, nearly 15 years later, I am taking full responsibilty for my wrongdoing. It is so important that I start looking at my own actions before ever judging those of another. In fact, it is not my job at all to judge another's actions. It is only my job to work on my values, my beliefs and the methods for which I express them.
Thank you for this reflective exercise. It has helped me achieve a greater level of awareness.
Levine, S. (2009). Getting to resolution: Turning conflict into collaboration. San Francisco, CA: Berrett-Koehler Publishers, Inc.
Monday, February 15, 2016
A632.5.5.RB_TAYLORHEATHER
When requested to list my three most protected values, I listed equality, Christ-centered practice and family-centered practice. The time spent prioritizing and clarifying these values helped me understand my most valued beliefs. It helped me understand what things I would be willing to compromise on and on which values I would be unwilling to compromise.
In the area of equality, I feel that all persons should be treated equally and allowed equal opportunities to engage in the workplace. I do not feel that race, sexual orientations, gender, disability, or age should be a factor in the hiring of an individual. I also do not believe someone should be denied the right to work at an establishment solely on religious beliefs. However, if an individual chooses to work for an establishment that is founded and formed under religious beliefs, it would be logical that they can either choose to work in that establishment and not engage in those beliefs or choose to work elsewhere. This means, for example, that if an individual practices Buddhism and requires the ability to take a break and meditate or chanting mantras aloud, they are more than welcome to do so. However, expecting that others in the establishment also engage in the practice of these religious exercises.This would require a high level of mutual respect and appreciation for diversity during decision-making.
Christ-centered practice. This protected value is central to all of the other values. In the Bible, God commands us to love one another with equality. He commands us to respect each other and value family first. Therefore the other two protect values flow from the Christ-centered expectation. By having such a bold stance for Christ, there will undoubtedly be a high level of adversity and possibly persecution faced, especially if the organization is based in a secular market. This is similar to the current media stories that surround Chick fil A. However, the owner and founder of the business never compromised his beliefs regardless of what media or legal implications it may bring to hold to these protected values. In operating with a Christ-centered mentality, it would actually make the decision making process much easier. Christ never once values money, fame or comfort over glorifying God. He knew it would take sacrifice and hard work, but it would be worth every moment. In the same, by keeping the teachings of Christ central to each decision, it makes deciding much easier. God's word, thankfully, is pretty black and white on many of the day to day decisions that are required of a leader.
Family-centered practice. While it is not an easy thing to do, it is something that is upheld in the Bible and expected of any Christ-centered leader. God commanded us to love Him and then love our spouses and families. In 1 Timothy 5:8 scripture states, "But if anyone does not provide for his relatives and especially for members of his household, he has denied the faith and is worse than an unbeliever." If an employee were to request time off to care for a loved one during a time of need, it would be foolish to deny the request and still try to claim a Christ-centered practice as a protected valued. God is very clear that families are to come first and should be our evidence of faith in Him. Even for the individual that may not be part of a biological family, they may have close friends that have fulfilled the purpose of family. The same regard should be honored in these cases. Even if these beliefs are taken advantage of and abused, I would rather have that than be accused of not being family-centered. The decision-making process would not be difficult in this regard, as anything that requires the care of a family member would be held as precedent over work task completion.
In the area of equality, I feel that all persons should be treated equally and allowed equal opportunities to engage in the workplace. I do not feel that race, sexual orientations, gender, disability, or age should be a factor in the hiring of an individual. I also do not believe someone should be denied the right to work at an establishment solely on religious beliefs. However, if an individual chooses to work for an establishment that is founded and formed under religious beliefs, it would be logical that they can either choose to work in that establishment and not engage in those beliefs or choose to work elsewhere. This means, for example, that if an individual practices Buddhism and requires the ability to take a break and meditate or chanting mantras aloud, they are more than welcome to do so. However, expecting that others in the establishment also engage in the practice of these religious exercises.This would require a high level of mutual respect and appreciation for diversity during decision-making.
Christ-centered practice. This protected value is central to all of the other values. In the Bible, God commands us to love one another with equality. He commands us to respect each other and value family first. Therefore the other two protect values flow from the Christ-centered expectation. By having such a bold stance for Christ, there will undoubtedly be a high level of adversity and possibly persecution faced, especially if the organization is based in a secular market. This is similar to the current media stories that surround Chick fil A. However, the owner and founder of the business never compromised his beliefs regardless of what media or legal implications it may bring to hold to these protected values. In operating with a Christ-centered mentality, it would actually make the decision making process much easier. Christ never once values money, fame or comfort over glorifying God. He knew it would take sacrifice and hard work, but it would be worth every moment. In the same, by keeping the teachings of Christ central to each decision, it makes deciding much easier. God's word, thankfully, is pretty black and white on many of the day to day decisions that are required of a leader.
Family-centered practice. While it is not an easy thing to do, it is something that is upheld in the Bible and expected of any Christ-centered leader. God commanded us to love Him and then love our spouses and families. In 1 Timothy 5:8 scripture states, "But if anyone does not provide for his relatives and especially for members of his household, he has denied the faith and is worse than an unbeliever." If an employee were to request time off to care for a loved one during a time of need, it would be foolish to deny the request and still try to claim a Christ-centered practice as a protected valued. God is very clear that families are to come first and should be our evidence of faith in Him. Even for the individual that may not be part of a biological family, they may have close friends that have fulfilled the purpose of family. The same regard should be honored in these cases. Even if these beliefs are taken advantage of and abused, I would rather have that than be accused of not being family-centered. The decision-making process would not be difficult in this regard, as anything that requires the care of a family member would be held as precedent over work task completion.
Sunday, February 7, 2016
A632.4.5.RB_TAYLORHEATHER
There is a beautiful thing in life called discernment. It is the ability to weigh decisions and choose wisely. In life, even those you think are as gentle as a lamb are in fact wolves in sheep's clothing. This is especially true during contract negotiations and when making significant decisions that come with significant cost. By cost, I do not necessarily mean financial cost. This may also include costs of time or investment of other resources. Though I am still young and have not learned all the tactics, or experienced the effects of those that try to mislead or overstate claims to leverage their position, I have had some memorable learning experiences in the area of negotiations.
Assuming the expert role. During negotiations, if I ever come across an individual that makes statements eluding to their expertise on the issue, I immediately begin questioning the data that is represented. Those that overly express their own ability and do not admit their limits of knowledge on the subject strike me as arrogant or narcissistic. The individual that comes to the table and openly admits they do not have all the answers nor do they have all of the data, is the individual that I will spend more time listening to as negotiations continue. The most successful negotiation tactic I have found to get this individual to provide accurate information is to request all verbal assertions be documented in writing for thorough review before decisions are made.
Deadlines. Whenever I am pushed into making a decision, I immediately assess the situation and ask myself, what is the necessity for making this decision at this very moment? Why the need for expedience? Why am I being pushed into a place that does not allow for ample time to reflect or prepare for the decision? This is an area where I generally provide a significant amount of push back and if provided an ultimatum that the options that are currently available today will not be available tomorrow, I will end the negotiations and tell the individual that they should likely quickly get another person to jump on that decision today since there is such a critical deadline. At that point, I usually do not have a lot of push back and the individual will take a step back and say there is no rush and that I should not end negotiations.
Smoke and mirrors. No one wants to show their flaws openly during negotiations. It sets them up for insecurity and could result in failed negotiations. However, when I enter into a negotiation, I want to have hard data. I want to have evidence. I want to see the product working as stated today. I do not want to hear, "This is the anticipated model for the next release of the product." To combat the smoke and mirrors, I ask that what I am potentially agreeing to purchase be provided in a sandbox that has the same exact parameters as which I would be operating on a daily basis. For example, if an individual states they want me to agree to a new version of the product, and I know this product will be utilized as a cloud-based product, I will request that the individual allow me to use my own trial copy through a cloud-based platform and give me at least 5 days to fully evaluate before allowing negotiations to continue. I have found that vendors are quick to rush to production, sacrificing quality to obtain additional customers. By requiring a working product prior to continued negotiations, there is power to ensure quality is delivered. The vendor will push their product development team to get it right, rather than request they work on a "bug" after the product has already been purchased. When I have failed to do this, I received a beautiful demo, a great display of a product and determined much later that it was much like a magic show. Lots of props, lots of manipulation, people pulling strings behind the scenes and not a lot of true functionality, nor alignment with what was originally promised.
Sign and drive today. Like what is advertised on TV, some negotiations have started with a "sign and drive today" feel to them. Negotiators are always wanting to get that signed contract. They want the commission, the sealed deal, they want the victory. Knowing this, it is always on the forefront of my mind that I never go into negotiations same day. If I see something I like, I will say that I want some additional time to reflect on what was provided during demo. This allows me to utilize the tactic of preparing questions before the next meeting. Often, negotiators have their standard list of bells and whistles, their standard script and then their standard contract ready for signature. By developing a list of questions, this allows me to regain a sense of control in the negotiations and ensure that what is needed for the long term success of the agency is obtained.
I am thankful for the times where I have missed the boat in contract negotiations. I am thankful for the mistakes I have made. I am thankful for the rushed and failed decisions. Those have helped me become a better decision maker, a better role model for my family and a better future leader. That being said, people who have to enter into negotiations with me usually find out ahead of time about my reputation as a hard-nosed negotiator and they do their homework before making their first contact with me. The younger me would never have wanted to have a reputation of being hard-nosed in negotiations. The seasoned professional I am becoming is flattered by this perception, as it makes me empowered to know I am respected in my position.
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