Page 106 - Appreciative Leadership

The Art of Illumination 79

FIGURE 4-2
ROOT-CAUSE ANALYSIS: AN INVENTORY OF STRENGTHS

Leadership Communication Engagement

Champions Regular Everyone
Empowering Two-Way Strengths Based
All levels Multimedia Volunteers

Positive Change

Shared User-Friendly All Stakeholders
Compelling Information Rich Silo Busting
Visionary State of the Art Active Listening

Purpose Technology Collaboration

processes, and teams, Appreciative Leadership signals to others, “Do
it this way and we will all benefi t.”
A major health care system invited a group of patients to talk
about their local hospital at its best. The root-cause-of-success anal-

ysis clearly told its own story about what patients see as the best in
health care: personalized attention along with standardized treat-
ment, pain management, deep listening, access to information, and
people who step out of their roles to provide compassionate care.
They heard stories of the kitchen staff member who drew pictures

and put them on food trays, the hospital housekeeper who ran a
bath for a mother who had learned her son had cancer, and the phy-
sician who bought lobster and had the kitchen prepare a candlelit

last dinner for a dying patient and his wife. The process opened their
minds and their hearts.