Episode 70: Optimizing Teams through Communication and Behavioral Change with Hillary Miller

Guest Bio

Compassion | Workforce and Organizational development | People Strategies | Communications

Recap & Takeaways

Key Takeaways

• • [01:58 – 04:33] Meet Hillary Miller, Chief Learning Officer at Penn State Health
  • [04:35 – 09:01] Starting with a lot of conversations to drive team performance and learning
  • [06:18 – 09:01] Navigating the vast map of certifications and skills in healthcare
  • [07:51 – 09:01] Organizational development in healthcare is more than clinical roles
  • [09:05 – 10:07] Transcending institutional hierarchy and human dynamics
  • [09:37 – 11:07] Discipline and desire, programs and products are important but shouldn’t trump behavioral practices
  • [10:14 – 13:17] Rewiring organizational perceptions about roles, a checklist for success
  • [13:20 – 15:23] Technological boundaries: AI should not be your driver, it should be your co-pilot
  • [15:24 – 17:59] How do you discover the organizational development (OD) function in a business
  • [18:34 – 20:22] “You don’t get into healthcare if you don’t care about people” — cultures and subcultures, DEI, religion, and organizational values
  • [20:26 – 23:42] Individual and team identities, the tough job of a leader to balance these
  • [23:44 – 25:03] Leadership is managing expectations and understanding there is no 150%
  • [24:40 – 27:22] Avoiding burnout, Hillary talks about being an Enneagram 8. It’s not about people pleasing. It’s about getting it right.
  • [27:29 – 29:00] If people ask, “Why are we doing this?” we have missed the mark. Discussing the platform Crucial Conversations.
  • [29:01 – 32:15] The book Conversational Capacity, the role of a leader to elevate, champion, and advocate for quieter communicators
  • [32:18 – 34:32] A shift from HR to OD, a balancing act adding more organizational development professionals into the workplace
  • [34:32 – 35:21] Learning about performance standards
  • [35:23 – 37:19] Learning is moving to a higher priority in organizations, sometimes up to direct CEO reporting
  • [37:23 – 38:18] How is learning being reinforced, and how do we know it is happening?
  • [38:19 – 39:42] First-party, second-party, and third-party data
  • [39:43 – 41:04] Building a program like this without an OD professional on staff, make connections
  • [41:10 – 43:15] Teams That Work — Hillary’s advice is to go back to the basics of communication
  • [41:40 – 43:15] Do one thing really well and build on it
  • [43:17 – 44:22] Connect with Hillary on LinkedIn