The Complete Leader. Robert Shaw B.

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      • Loss of trust is an ever-present danger.

      Teamwork is like playing with fire. It can warm (nice) and it can burn (nasty). Knowing how to work in a team with a teamwork approach can achieve the desired benefits for the family. The whole team serves to limit the perils.

      Making Teamwork Real

      Let’s see how team-based leadership operates in a children’s mental health center. The center has a number of service programs, including residential, school, counseling, home care and prevention.

      Mike, the program manager, and his team report to Anne, the director of the center, and her assistants in the regular quarterly program review of the counseling program. In the hour available, the discussion examines current goal performance, issues arising and new goals.

      The discussion could unfold like this:

      “We’re pleased we’ve done well on our major goals... with one exception,” begins Mike.

      “The report shows how well you have done. Your outcome stats look great,” Anne replies.

      Mike points out that, although the report was generally positive, the team missed their goal of serving a target of 60 families. “We only served 45 families,” he explains.

      Anne understands, remembering that this was a tough issue the last time they met.

      “Our problem is that we want to do everything we can for each family, which means that we’re taking more time with each one than we anticipated,” says Mike.

      Anne is pleased with the good intentions of Mike’s staff and volunteers but acknowledges that it does not change the fact that the target number was not reached.

      “I was wondering if we could set a three-week goal to examine this and bring a new target for cases served,” asks Mike.

      “This sounds good to me,” responds Anne, who then reviews the highlights of the conversation, ensuring they are all on the same page. “So, we are examining some cases that have done well but where we still hope for more gain. This good news is offset by the families on the waiting list who are still waiting for the next opening.”

      Mike confirms Anne’s take on the situation and on his report.

      Anne wraps the meeting up by saying, “For this review, we’re very pleased with the effectiveness of your services to the kids and their families. You have helped them make great gains. And thanks for coming up with a new goal to deal with the issue of number of cases.”

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