In healthcare settings, the division between “clinical” and “support” operations creates an obstacle to communication. Yet, treating patients effectively requires synchronized coordination between the high-priced surgeon in the ICU and the minimum-wage housekeeper making sure the treatment area is sterile between procedures. If these professionals don’t cooperate, bad clinical outcomes ensue.
In professional services organizations, “non-client-facing” teammates are valued differently than “client-facing” talent. The client-facers bring in the revenue and the non-client-facers take care of the vital operations that ensure services are delivered as promised. One does not work without the other. If having a different function means you are relegated a lesser role, customer service suffers.
A behavior checklist, when practiced consistently, promotes healthy teamwork:
Diversity: promote respect and nonjudgmental acceptance of the whole person.
Communication: practice transparency, clarity, and inclusiveness in sharing information.
Excellence: strive to improve quality, productivity, efficiency, innovation, and outcomes.
Partnership: collaborate to optimize discovery, creativity, and openness to new ideas.
Integrity: own accountability for all that we say and do.
Healthy organizations use values-based behavior checklists as a code-of-conduct. The expectation is woven into the fabric of the mission. It creates the foundation that supports engagement, trust, innovation, and effective management of change. Most importantly, it applies to everyone.
