Midterm Case Study

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Louisiana State University, Shreveport *

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Feb 20, 2024

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Running head: [SHORTENED TITLE UP TO 50 CHARACTERS] 1 Applying Organizational Behavior Theories to Address Challenges at Unity Healthcare Louisiana State University Shreveport

[SHORTENED TITLE UP TO 50 CHARACTERS] 2 Table of Contents Abstract ................................................................................................................................ 3 Applying Organizational Behavior Theories to Address Challenges at Unity Healthcare..4 References ............................................................................................................................ 9

[SHORTENED TITLE UP TO 50 CHARACTERS] 3 Abstract This comprehensive paper delves into the multifaceted business conduct challenges confronted by Unity Healthcare, a prominent multi-specialty hospital, in the wake of the ongoing global health crisis. The study focuses on a spectrum of issues ranging from communication breakdowns and cross-functional conflicts to the pervasive problem of employee burnout and resistance towards technology adoption. By synthesizing pertinent theories and concepts from the field of organizational behavior, this research strives to unearth the root causes of these challenges while concurrently proposing effective solutions. In the contemporary healthcare landscape, Unity Healthcare's experiences provide valuable insights for both prospective and incumbent leaders. The challenges addressed in this paper serve as a microcosm of the broader issues faced by organizations navigating turbulent times. As Unity Healthcare grapples with the confluence of change and crisis, this paper offers a compelling narrative for HR management strategies, elucidating the critical role played by effective leadership and organizational adaptation in surmounting obstacles and fostering sustainable growth. It is our hope that the findings and recommendations presented herein will serve as a beacon for leaders navigating the intricate terrain of change management in times of crisis.

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[SHORTENED TITLE UP TO 50 CHARACTERS] 4 Applying Organizational Behavior Theories to Address Challenges at Unity Healthcare Introduction Amidst the worldwide public health crisis in our time, Unity Healthcare is on the front lines of the industry facing a host of challenges. The current health crisis has presented this multi-specialty hospital with an iron gantlet to deal with a host of challenges; these challenges require creative and strategic responses. While it remains to be seen where Unity Healthcare will end up amidst these choppy waters, it is clear as day that applying principles gleaned from organizational behavior theories would create a lighthouse pointing these stormy waters toward calmer and less tumultuous waters. These issues echo throughout the twists and tunnels of Unity Healthcare, from top to bottom of the organization. Health care delivery has been plagued with inconsistent efficiency and effectiveness due to communication gaps. The discord sown among departments has led to collaboration going awry and could endanger patients. Employee burnout is an underlying, systemic challenge that permeates the organization, taking a significant toll on employee well- being and calling into question the very core of Unity Healthcare’s mission to deliver exceptional care. Meanwhile, resistance to transformative technology could hinder innovation and stagnate competition at the expense of the hospital. While these challenges are challenging, they are not impossible. Unity healthcare can tap into the deep well to use Organizational behavior theories on path to heal and revitalize them. In this paper, we take a plunge into the complexity of challenges and their reasons. It hopes to deconstruct the complicated challenges Unity Healthcare faces, as well as give practical and actionable recommendations. By doing this, we aim to provide the leadership of tomorrow as well as of today with theoretical bases to better understand the role organizational behavior

[SHORTENED TITLE UP TO 50 CHARACTERS] 5 concepts in navigating crises and building resilience and promoting a synergetic and productive organizational culture. The lessons derived from Unity Healthcare's experiences transcend the confines of this institution, reverberating throughout the healthcare landscape. As healthcare leaders of the future or present, an intimate grasp of these theories, their application, and their implications is not merely beneficial but pivotal. Whether facing crises of a global magnitude or navigating the daily challenges inherent to healthcare institutions, the principles expounded in this paper will serve as invaluable tools for crafting a resilient and adaptable healthcare organization. In Unity Healthcare's journey, we find the compass by which to navigate the complex terrain of modern healthcare, ensuring that the noble mission of delivering quality care endures even in the face of adversity. Communication Breakdown: Applying Communication Theories Unity Healthcare can benefit from the insights provided by communication theories to mitigate the pervasive issue of communication breakdowns. Utilizing the Shannon-Weaver Model of Communication, the hospital can enhance communication between senior staff and new hires. To achieve ensure clarity which Unity's leaders should prioritize for the creation of clear communication channels and protocols. (O'Hair, 2015). Misinterpretations and misunderstandings can be avoided by establishing transparent communication practices, ensuring that vital information is conveyed accurately and comprehensively. Utilizing feedback mechanisms will encourage both new and old employees to provide feedback can bridge the communication gap. Constructive feedback mechanisms facilitate the continuous improvement of communication processes, fostering an environment where concerns are addressed promptly. (Maslow, 1943)

[SHORTENED TITLE UP TO 50 CHARACTERS] 6 Inter-departmental Conflicts: Leveraging Conflict Resolution Theories Intra-departmental struggles poses a great threat to the organizational harmony at Unity Healthcare. The Thomas-Kilmann Conflict Mode Instrument provides a variety of conflict management theories that can be used to handle these types of conflicts successfully. Unity Healthcare could explore strategies such as mediation and collaboration. Engaging third-party neutral mediators not involved in the conflict could help open up conversations more effectively between oppositional teams. Mediation keeps conflicts resolved in a just and equitable manner, while maintaining harmony in work relations. And highlighting problem-solving collaboration will also answer to those department’s concerns. This will help them unlock the collaborative intelligence of their staff to solve inter-departmental issues. Addressing Burnout: Applying Motivation Theories Reducing healthcare professionals burnout is an urgent problem that can be solved through the application of motivation theory. Unity Healthcare can draw from theories like Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory: Recognition and Rewards, Work Life Balance. Employees should always be recognized for their hard work and dedicated services at all times. Recognition and appreciation of staff motivates them and strengthens their bond with the company. In prioritizing work-life equilibrium, the employees’ well-being receives a boost of job satisfaction. Addressing burnout requires organizations to implement flexible working arrangements and wellbeing programs for employees. Resistance to Technology: Utilizing Change Management Theories Resistance to technological change is a common challenge in healthcare. Unity Healthcare can employ Kotter's 8-Step Change Model to address resistance to the new digital system. The first one being to “Create a Sense of Urgency” , this implies you as management

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[SHORTENED TITLE UP TO 50 CHARACTERS] 7 emphasize and highlight the benefits of the new system which will instill a sense of urgency among employees. By understanding the advantages, employees are more likely to accept and adapt to the required change. The next step includes “Providing Training and Support” to overcome resistance, Unity Healthcare should offer comprehensive training programs tailored to the needs of older and younger workers. Ongoing support is essential to ensure that all employees can effectively use the new technology. (Prosci,n.d.) Conclusion Unity Healthcare, the subject of this case study, experiences issues including communication breakdown, inter-department conflicts, burnout, and resistance to technology that is similar to the broader health care industry has faced in periods of crisis and change. While these problems are formidable, they are not unique to Unity Healthcare. They do, after all, reflect the nuanced terrain that healthcare organizations play in — particularly during turbulent moments. However, the use of organizational behavior theories and concepts can provide a light at the end of the tunnel to guide Unity Healthcare and other healthcare organizations through such issues. The experience of Unity Healthcare in navigating these is a testament to how informed and intentional leadership can be transformative. Through utilizing learnings from communication theory, the hospital has broken past communication silos and created clear and feedback channels to empower the senior staff as well as new joiners. Incorporating conflict resolution theories can make Departments peacefully coexist with one another to enable productive collaboration and effective trouble shooting of challenges. Moreover, an integration of motivation theories with practices and culture of Unity Healthcare could provide a strong antidote against burnout. Recognizing this commitment and

[SHORTENED TITLE UP TO 50 CHARACTERS] 8 making a tangible effort to support work life balance can energize employees and promote their own well-being, which in return improves patient care. So, one of major challenges is resistance to technology and change management theory can help overcome this challenge. Unity Healthcare, working according to Kotter’s 8 steps for change model, can make the employees feel urgency, which will give them the needed training and support to ease into the demands of working in the digital era. As future or current leaders within the healthcare sector, the comprehension of these dynamics and the ability to proffer solutions becomes an indispensable skill set. The healthcare ecosystem is a dynamic arena, one where the ability to navigate challenges, inspire teams, and facilitate transformative change is paramount. In implementing the strategies proposed herein, Unity Healthcare takes a significant step towards fostering a cohesive and resilient workforce. This, in turn, not only enhances the hospital's operational efficiency but also underpins its core mission: the provision of exceptional patient care. Unity Healthcare, like many healthcare institutions, stands at the intersection of care and innovation, and by confronting its organizational behavior challenges head-on, it embodies the resilience and adaptability that define the very essence of healthcare excellence. Through this journey, it is our fervent hope that Unity Healthcare, alongside other healthcare leaders, will continue to evolve, grow, and thrive, ultimately contributing to a brighter, healthier future for all.

[SHORTENED TITLE UP TO 50 CHARACTERS] 9 References Marteney, j. (2021, february 20). 2.3: the communication model. Social sci libretexts. Https://socialsci.libretexts.org/bookshelves/communication/argument_and_debate/ arguing_using_critical_thinking_(marteney)/02%3a_communicating_an_argument/ 2.03%3a_the_communication_model Maslow, a. H. (1943). A theory of human motivation . Psychological review, 50(4), 370-396. Mishra, sneha. (2017, june 15). Shannon and weaver model of communication. Https://www.businesstopia.net/commun...-weaver-model- communication O'Hair, D., Wiemann, J. M., Mullin, D. I., & Teven, J. J. (2015). Real Communication: An Introduction . Bedford/St. Martin's. Prosci. (n.d.). Change Management Methodology . Retrieved from https://www.prosci.com/methodology Testbook.(2023, march 12). Difference between maslow and herzberg theories of motivation. Testbook. Https://testbook.com/key-differences/difference-between-maslow-and- herzberg-theories-of-motivation

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