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A hospital in the Midwest contacted us about designing and conducting supervisory training. Administrative supervisors would get calls at home for even minor issues. The executive staff thought that if supervisors couldn't even delegate, they probably needed supervisory training. As we probed, we discovered that the administrative side of the house, had adopted part of the model for physicians - they wore pagers 24/7. We concluded they were sending mixed signals: " I'm leaving you in charge but wearing a beeper 24/7 so you can call me." Rather than conduct supervisory training for 150 people, we suggested they try a structural change. Unless a person was the Administrator on Duty, all supervisors would relinquish their beepers for a two-month trial period. There was considerable fear as supervisors turned in their beepers after each shift. They never needed supervisory training. The supervisors leaving the hospital after their shift got the break they needed. The people left covering the each shift handled most crises just fine. Some of our other satisfied clients include: |
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