Appreciative Leadership Creating Positive Conversations Around Exceptional
Healthcare Dining Services
Focus of the Appreciative Inquiry:
To have a group of 20 Foodservice Directors discuss and identify
their experience with exceptional dining services and transfer that
learning to their healthcare facilities.
Client Organization:
UHF Purchasing is a group purchasing organization that provides
prime vendor contracts, product supply contracts and services to
healthcare facilities through a national purchasing agreement. The
majority of the participants worked in long term care facilities
or small community hospitals through out the state of Wisconsin.
The Food Service Directors meet quarterly to discuss trends and
issues affecting the foodservice departments. The AIC consultant
was invited in to create positive conversations around the dining
experience and to teach the Foodservice Directors to train their
staff in an appreciative approach.
Client Objective:
Specific goals:
- Build energy around training regarding excellent customer satisfaction
- Educate the Foodservice Directors on an appreciative approach
to learning versus gap analysis
- Create a dialogue in which Foodservice Directors can share and
learn from others in the Purchasing Group
What was done:
UHF Purchasing created a learning seminar "Breakfast for Champions”
in which Foodservice Directors could get together for four hours.
An interview guide was developed to explore in detail the elements
that make up an excellent dining experience. The participants paired
up for interviews and then shared with the group the stories and
their key learning from the interviews. The participants identified
themes and elements that contributed to their exceptional dining
experience. The participants shared with each other how they could
use a similar process for training their staff.
Outcomes:
- Collectively the Foodservices Directors created a list of elements
for an exceptional dining experience
- Foodservice Directors were exposed to an appreciative process
for training
For Further Information:
Contact: Roberta Peirick
+1 314-822-5104,
RobPeirick@compuserve.com
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