DYS511: Managing People in a Healthcare Setting

Dyson School, Cornell University

Instructions: Part four of the project contains two sections. Please review and
complete each section, then save the document and continue with the course before
moving on.

Section One: Complete a roleplay exercise with two friends or colleagues using the
scenario below. Your role is to be a mediator. Have each person read his or her section
below and then start the roleplay with the mediator arriving at the fight.

Be sure to:Course Project, Part One – Defining Goals and

Values
Instructions: Part one of the course project contains two sections. Please review and
complete each section, then save the document and continue with the course before
moving on to part two of the project.

Section One: Use the space below to prepare to talk to your team about your personal
vision and the organization’s vision and values.

Find Your Organization’s Mission and Vision:

Name: Freedom Founder Online Academy
#Empower Afghan girls through education !
Our mission is to provide online education for Afghan women who are living in
Afghanistan and are deprived the basic right that's education.
We aim to make the education right as a equal right for all of humans ,despite the
discrimination regardless; background,race,tribe and gender.
And ensuring that everyone has the opportunity to continue their education meaningfully
and contribute to the society for having a free Afghanistan.

Our vision is to have a free Afghanistan that all women have the same right of education
as men. And to enabling women to pursue their dreams through an online Platform. we
proud for creating such a long-life learning journey for the women in Afghanistan that they
can cultivate individual and career advancement.

List the Organization’s Values:

Equivalency
Authorization
contrivance
Community consequences
Attribute
Equity and fairness

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

Define Your Personal Values:

Resilience: despite facing with different challenge my resilience as a medical student in
Afghanistan that's deprived of education to overcome misadventures and to pursue my
own dreams and other women dreams in Afghanistan is proved.

Creativity and adaptability: despite with facing different challenges my adaptability with a
risky county like Afghanistan corporates with me to overcome all the challenges and to
create a creative online academic place for women .

Social responsibility: Recognizing the broader societal impact of education, I embower

my social responsibility.
In my perspective to pursue academic goal is not just an individual goal and performance
but Is a responsibility to empower Young Generation in our community.

Draft a Summary:
Driven my experience as a medical student who is deprived of pursuing the rest of my
education, I have established an online academy and contain of an online school to
empower Afghan girls through education that's the basic right of a human .
My academic journey reflects; resilience,self motivation, social responsibility, creativity
authorization and inclusivity.
I have embowered the volunteer leadership position to fight against this harmful
phenomenon that's the gender apartheid.
With dedication, resilience, integrity,and humility I believe that I can break down academic
barriers and empower those women who deserves it.

Section Two: Interview members of a team, and identify their goals and values using
the process and table provided below.
1. Copy the empty table so that you have a blank table for each employee you will
interview. You should also complete the table yourself. If you do not manage a
team, you can do this activity with a group of peers or friends.
2. Start the conversation with a review of the organization and team goals
(generally predefined).
3. Record the person’s name, then hold a general conversation on their personal
goals and values. Record those goals and values in the appropriate boxes.
4. Discuss the three questions listed in the notes section, and record key points.

Name: Goals: Values:

1) Sadia moheb 1. skills-building 1) Enrichment
 Making Positive  Progress

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

change  Professionalism
2) Nazanin Jami  Cooperation 2) Resilience
2. Growth  Social Justice
 Creating diversity  Integrity
 Commitment for 3) Enrich team work
development of  Motivation
3) Moqadisa Azizi Afghanistan
 Empowering
3. Collaborating
 Afghanistan Victory
 Making a Positive
change

Notes:
Ask: How can you best contribute to the organization and team goals?
Sadia:” Through skills-building.”
Nazanin:” Through fostering growth and advancing diversity within our team and
projects.”
Moqadisa: “Via collaborating virtually to acquire victories for Afghanistan and applying
certain changes.”

Ask:” What are some personal goals that will help achieve the organization’s mission and
support the organization’s values?
Sadia: one of my personal goals that will help achieve the organization mission and
support the organization is enhancing my leadership skills to better facilitate cooperation.”

Nazanin:” I think through enhancing my communication skills we can to ensure

commitment to educatin. development by the way , we can help achieve the organization
mission.”

Moqadisa:” Improving my communication skills to better collaborate and contribute to

Afghanistan's success.”
Ask: Do you have any concerns or problems with the organization’s mission and values?
Sadia: “No”
Nazanin:”No”
Moqadisa:” No”.

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

Course Project, Part Two – Planning for the Cycle of

Performance Management
Instructions: Part two of the project contains two sections. Please review and complete
each section, then save the document and continue with the course before moving on.

Section One: Write down your team goals, and evaluate yourself and each of your
team members against those goals. (Rate each as Satisfactory or Unsatisfactory). If you
are not managing a team, imagine your peers as your team.

Instructions: Fill in the goal, team member, and rating for each section below. Add or
remove rows as needed.
Goal 1:
Skills-building (Satisfactory)
Growth (Satisfactory)
Collaborating (Satisfactory)
Goal 2:
Making Positive (Satisfactory)
Creating diversity (Satisfactory)
Afghanistan Victory (Satisfactory)
Goal 3:
Cooperation (Satisfactory)
Commitment for development of (Satisfactory)
Afghanistan
Making a Positive change (Satisfactory)

Section Two: Reflect on how you can incorporate your goals into more than
performance evaluations.

How will you incorporate your team and organizational goals into your hiring process?
1- We clearly express our Team working values , goals and requirements for victory.
2- Asking different questions during interview process to understand Values and goals of
the candidates.
3- We evaluate the candidate educators according to the ; Positive impact,
Commitment,Professional growth goals and values that are contains of ; Empowerment
women , Enrichment to the personal goal and professional growth.

How can this help you handle progressive discipline?

1- When the goals described clearly and both parties followed effective communication
It will prevent misunderstanding .
2- Goals works like an basic key: through understanding goals we can easily understand if
there is lack of professional skill, personal growth, effort ,reference or any other factor .

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

3- Discussing about the personal future growth of educator and linking this opportunity
with her future growth can help.

How will you conduct difficult conversations to retain the good performers and motivate
the poor performers?
I will talk about the facts and clearly about the issues, I speak with a private tone to
address the issue ,I will use Effective communication skills to listen patiently to the
candidate with out interrupting .
For a good performer who need assist we can say ; i have listened carefully and saw
your assignment and project too, here are some area that need to improve .
And for a poor performers we can say; we have seen that your performance is less than
our expectation let’s see what evidence and resources can solve your problem.

Course Project, Part Three – Planning a Meeting

Instructions: Part three of the project contains two sections. Please review and
complete each section, then save the document and continue with the course before
moving on.

Section One: Prepare an agenda for a coming meeting, or if necessary a past meeting,
using the template below. (This template is provided as a tool in the course.)

Meeting Information:

Date:07/14/2024 Host:Muzhgan Ibrahimkhil Weed Wacker: No

Time:09:00pm Kabul time Time Keeper:Basira
Location: Google meet Topic:how to speak in public? Ibrahimkhil

Meeting Goal: Train students to speak with self-confidence in public.

Meeting Preparation: studying Book (‫) کتاب آیین سخنرانی و فن بیان‬

Meeting Agenda:

1) Item: Greetings and Introduction

 Time Presenter: 9:00 PM Kabul Time
 Expected Outcome:Welcome students and setting the atmosphere for the
meeting.

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

2) Item:Presentation on How to Speak in Public?

 Time:9:05 PM Kabul Time
 Presenter: Muzhgan Ibrahimkhil
3) Item: . Discussion and Q&A

 Time:9:35 PM Kabul Time

 Presenter: All of students
 Expected Outcome: Open floor for questions, asking about any concern related
to the public speaking.
4) Action Items
 Time: 9:50 PM Kabul Time
 Presenter: Basira Ibrahimkhil
 Expected Outcome: assigned tasks for farther development.

Action Items Due from Prior Meetings:

1. Reviewing on the previous session about how to speak in public.

2. Practicing with the team members on how to speak in public .
3. Submitting assignment before due date .
4. Follow whatever we give you feedback related to the topic.

New Action Items:

Item # Action Item Person or Team Responsible Due Date

1 Preparing presentation slides Fouzia Froutan 07/17/2024
2 Searching and find the resources Mazama Popalzai 07/18/2024
related to the topic
3 Preparing for providing presentation Sadia Rashidi 07/20/2024
on the next session

Meeting Evaluation: We will evaluate our next session based on schedule through
understanding the week points that needs to improve and strength point that
need encourage.

Date and Time of Next Meeting: 21 July 2024, 09:00pm Kabul time

Section Two: Answer the questions below about using a consensus approach in a
meeting.

If you used a consensus approach (such as the Delphi method) in the meeting you
planned, summarize the results below. Focus on what worked and what could have been
better. Be sure to share if a consensus was successfully reached.
Participants appreciated the anonymity that encourage for being honest and sharing idea

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

and perspectives with out fear of judgment .

- all the students had the equal right of sharing perspectives .
- we managed the time effectively in terms of Delphi method.
-Giving feedback that enhance satisfaction and commitment for the students.

-The meeting and the time , had been structured very well. even we tried to prevent from
the waste of time as the Delphi method is a little time consuming.

What Could Have Been Better?!

We have done everything on it's best way possible we don't think that it have been better
by following any other strategy, cause we applied all the strategies in a short time. And
the results was satisfaction.
.

If you did not use a consensus approach outline, how you would use one in a future
meeting?
Here are the consensus that i would use in the future ;
-I will take preparation to clarify the problem and decision ; so everyone will understand
what we are talking about.
-Instead of starting a debate after joining the meeting , I will ask everyone's perspective
related to topic maybe through a survey or individually asking questions.
-As always I will make a structured speech and i will definitely listen to everyone .
-I will also ask everyone perspective if they agree or no.

Through these strategies we support individuals to feel that they are a part of decision.
-Sharing different perspective help us to find a better solution.
-it help us and the students to improve our team work and communication skills .
However there are some challenges as well :
For instance: its time consuming .

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

Course Project, Part Four – Practicing Mediation

1. Identify what the issues are

2. Work toward resolution
3. Determine appropriate follow-up

Scenario
Person 1 – Physician
The physician wants to place a central catheter line into the patient and has not washed
his hands or prepped the patient appropriately. He is ready to insert the catheter when a
nurse stops him.

The physician then starts yelling at the nurse, stating that this is the way he has done
this for the past 20 years and it has never resulted in infections. He is accusing the
nurse of trying to interfere with the appropriate care of his patient.

Person 2 – Nurse
The nurse demands that the physician immediately stop the procedure and follow the
protocol established by IHI for catheter insertion to decrease the risk of central line
infections.

Person 3 - Mediator
You are called to go to a nurses’ station because a nurse and a physician are in a
heated argument in front of a patient.

All of this is going on in front of the patient, who needs the catheter and is becoming
very anxious.

You arrive at the floor and they are still arguing.

What do you do?

In this scenario, as a mediator, my primary goal is to step down the situation and
assure patient safety.
Here are the steps that I want to take to handle the situation through:
I will start slowly and gather the attention of both the nurse and physician.
And I will describe that patient safety and well-being are more important than
anything else. I will separate both parties politely, and I will ask both parties to
leave the patient area as soon as possible to prevent causing stress for the
patient.

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

After that, I will separately listen to both parties, and I will listen to the physician's
reasons for not applying the hospital policy and rules. And the nurse is
concerned in terms of preventing infection and patient safety.
I will emphasize that the aim of the aim of both parties is to provide the best care
for the patient.
I will prepare a document from what happened, and I will create a protocol. I will
tell both parties to read the protocol together, and to prevent any kind of concern,
speak with the infection control specialist.

After that, I will come back to the patient to assure him that everything is fine and
there's no concern, and I will tell him that his safety is our priority.

After that, I will record anything related to the issue, including what happened, to
whom, and what was said about the result.
I will create a general meeting to prevent any kind of issue in the hospital.
Note: Effective communication is the key to addressing the resolution. By
addressing the conflict effectively, I will create a respectful environment for the
colleges and a safe environment for the patients.

Section Two: Answer several reflection questions on how this roleplay went, what the
outcome was, and how you might approach it differently in the future.
How did you identify the problem, and what did you determine the problem was?
The issue was identified as a conflict between both parties(Physician and Nurse)related to
the insertion of a central catheter. The physician was emphasizing to apply the catheter
with out washing hands, and the nurse's concern was about the infection. As a result, The
physician accepted to follow the new protocol to reduce infection and patient stress.

What did you do to reach a resolution?

Immediately after I arrived, I intervened in the progress of the conflict and insured the
patient's safety.
I actively listened to the physician and nurse, and they expressed their thoughts and
perspectives without interruption (effective communication).
I understood that the root of this issue is the lack of following protocol.
I emphasized to our common goal that's the patient's health and safety; that's our priority,
and via following the health care protocol we can prevent such issues.
I recommend reviewing the protocol together and, if needed, speaking with the infection
control specialist to find a balance between the physician's experience and the nurse's
concern in terms of spreading infection.(Immediately decision making skill)

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

What was the resolution?

The result was to stop procedure , leaving the patient area, and discussing the issues in a
secret room. This helped me to respect each parties, listening effectively and reviewing
the protocol.

What was the plan for follow-up?

I prepared a document for what happened including of the physician perspective and the
nurse concern. I arranged a meeting to prevent from such kind of issues in the hospital,
especially Infront of the patient ,at the future I emphasized on following the protocol and
understanding each other. As a result ,after understanding the conflict between physician
and nurse, I have understood that following protocol was a necessary tool for applying a
safety for the patient .
I have prepared a document and provided a meeting to ensure preventing from such
problems at the future,and I emphasized for other members to learn from the hospital
environment how to solve a conflict.
In the future, I will try to involve the culture of mutual respect and effective communication
between the team members in the hospital. In addition I will provide more facilities to
expertise health care sectors against these kind of issues.
Note : However, my whole project was about my online academy and academic
organization, but I replied individually for Any of the issues and aimed to improve my
conflict resolution skill in health care sectors. To handle similar causes with patient
through Effective communication skills.

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

Course Project, Part Five – Organizational Communication

Instructions: Part five of the project contains three sections. Please review and
complete each section, then save the document and continue with the course before
moving on.

Section One: Assess your organization’s hierarchy. (If needed, use an organization you
are familiar with.)

Summarize the hierarchy or levels within your organization.

Founder and Leadership Team: Sets overall vision, mission, and strategic direction.
Manager: she support students, solve daily problems and control our online classes time
to time .
Teachers : they Responsible to provide the lessons with the best quality.

IT Services: provide help and support for the tutors and students if they face with any kind
of technical problem.
Students: They are required to join the class on time and take the lessons regularly.
Head media : she share the posters if we needed teachers or she announce any thing
related to the academy in social media.
Public Relations members: there are some of our members that review the CVs and take
the interview.

Identify some typical communication challenges related to these levels.

Here are some typical communication challenges related to each level of the organization
you described, along with ways to address them:
-Leader: Ensuring that the direction map is completely followed by employee.and ensuring
that the mission and vision is completely understood by the employees.

-Manager: managing and solving problem with out any mistake.And Providing equal
support for the students .
-Teachers: ensuring that provides a perfect lesson In the best way possible for the pupils.
-Keeping students motivated during hard situations
-IT Services: minimizing the technical issues.
-Students:For the students being attendance everyday and sometimes lack of Motivation
can be challengeable sometimes.

Define how you or others can address these challenges.

Addressing the challenges:

 Preparing a good plan for teaching
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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

 Encourage teachers to help with each other

 Giving feedbacks for teachers to improve the quality of the lessons.

 Sending reminder for the whole personal to work properly.
 Offering training meetings for both students and teachers.
 Rewarding the active students and the most active teachers.
 Giving feedback in different part of the organization to communicate effectively.
 Providing trainings for understanding of organizational goals , values and
objectives.

By addressing these communication challenges actively and providing the above

strategies the academy and organization can improve.

Section Two: Examine the provided scenario resulting from poor or inadequate
communication between disciplines.

Scenario

You are called to the nurses’ station after a recent Code Blue was called to
assess whether the code could have been avoided with a rapid response team.

During your deliberations, you noted that the patient displayed signs and
symptoms of increasing shortness of breath and confusion. However, the only individual
who noted this was the environmental services worker who was cleaning the room of
the patient, but he did not communicate that to the nurses for fear of being rebuked or
ignored.

Had he communicated his concerns, the code probably could have been
avoided. The patient did survive the code but had to be transferred to the ICU for closer
monitoring.

Section Three: Answer the reflection questions below.

What was the driving factor in this miscommunication?
The driving factor in this miscommunication is the lack of confidence and difference
between responsibility of a environmental services worker and Doctors.
The environmental services worker who invented the concerning signs in the patient,
didn't feel comfortable and valuable to share the issue with the doctors , due to the
hierarchy that value difference between positions.

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 DYS511: Managing People in a Healthcare Setting
Dyson School, Cornell University

What could be done to avoid this happening in the future?

To avoid similar miscommunications in the future, several steps can be taken:
-Building relationship between team members in a hospital to break down the
communication barrier between the staffs in different fields of the hospital.
-Updating the protocol on a rule to inform the responsible immediately after seeing any
concern related to the patient safety and healthy.
-Providing information for the staffs for sharing any kind of issue in the hospital simple and
accurately to prevent from vital issues on time in the work place .
-Creating custom of mutual respect to accept and respect each others idea to avoid such
concerns.
-Monitoring the wards in terms of following the protocol weekly.
How can these lessons be applied more broadly?
Fostering a friendly environment that every voice is heard ,encourage the staffs
regardless their roles to raise voice with out fear of rejection .
Via following ; mutual respect ,Role modeling,Training, Clear protocol ,...
By applying these lessons broadly, we can prevent risks related the subject with
miscommunication, and enhance safety and quality of service delivery, whether in
healthcare or other sectors.

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