How to close the gap between knowing and doing

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How to close the gap between knowing and doing

  1. 1. If Disney Ran Your Hospital: Chapter 10 Close The Gap Between Knowing and Doing
  2. 2. The Knowing - Doing Gap <ul><li>“ Knowing is not enough. We must apply. Willing is not enough. We must do.” </li></ul><ul><li>Von Goethe </li></ul>
  3. 3. The Knowing - Doing Gap <ul><li>“ If You Know by Doing, There Is No Gap between What You Know and What You Do.” </li></ul>“ The Knowing Doing Gap” by Pfeffer and Sutton
  4. 4. Knowing How Is Not The Problem… <ul><li>Like losing weight, our problem is not with knowing HOW. When we really want to, we figure out how and learn by doing. </li></ul><ul><li>Our problem is with being COMMITTED enough to DO what it takes every day, and do it PERMANENTLY , not just in short bursts of inspired energy. </li></ul>
  5. 5. Commitment <ul><li>“ At the moment of commitment, </li></ul><ul><li>the universe conspires to assist you.” </li></ul><ul><li>Von Goethe </li></ul>
  6. 6. Why the gap? <ul><li>1. Talk over action </li></ul><ul><li>2. Memory substitutes for action </li></ul><ul><li>3. Fear prevents action </li></ul><ul><li>4. Measurement obstructs good judgement </li></ul><ul><li>5. Internal competition </li></ul>Pfeffer and Sutton suggest 5 reasons
  7. 7. 1- Talk
  8. 8. 2- Memory
  9. 9. 3 - Fear
  10. 10. 4 - Measurement
  11. 11. 5 - Internal Competition
  12. 12. There are five major traps to closing the gap between knowing and doing <ul><li>1. Expecting trainers and committees to transform the culture </li></ul><ul><li>2. Hiring a service-excellence coordinator </li></ul><ul><li>3. Thinking more knowledge will close the gap </li></ul><ul><li>4. Letting assessment substitute for action </li></ul><ul><li>5. Permitting managers to stall indefinitely with “How” </li></ul><ul><li>“ Asking How? Is a favorite defense against taking action.” </li></ul><ul><li>Peter Block, The Answer to How is Yes </li></ul>
  13. 13. Overcoming the Gap - Pfeffer & Sutton <ul><li>Action oriented organization & culture </li></ul><ul><li>- Reward action not discussion </li></ul><ul><li>2. T rust people </li></ul><ul><li>3. Coaching / Mentoring the gap </li></ul><ul><li>- On the job training </li></ul><ul><li>- Reduce gap between learning and doing </li></ul><ul><li>4. Leaders </li></ul><ul><li>-   Model behaviors they consider good </li></ul><ul><li>     - Take responsibility </li></ul><ul><li>     - Match actions and words </li></ul><ul><li>- Listen to workers </li></ul>
  14. 14. Overcoming the Gap <ul><li>5. Managers </li></ul><ul><li>- Not so much about telling people to do things differently </li></ul><ul><li>- More about removing obstacles </li></ul><ul><li>- Treating people right </li></ul><ul><li>- Remove internal competition </li></ul><ul><li>- Global bonus pool </li></ul><ul><li>Video Link .. </li></ul><ul><li>By - Robert Sutton - Closing the knowing doing gap </li></ul><ul><li>http://www.youtube.com/watch?v=Sn9OcOmFMaE </li></ul>

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