Collaborative teams toolkit mar 2009 dr shabon

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Microsoft Word - Collaborative Teams Toolkit v7 FINAL.doc

Ontarios Community Family Health Teams

quipes de sant familialecommunitaire de lOntario

Ontarios Aboriginal Health Access Centres

Centres Autochtones daccsaux soins de sant de lOntario

Ontarios Community Health Centres

Les centres de santcommunautaire en Ontario

Supporting New Leaders in Developing Collaborative

Teams: A Toolkit

Updated January 2009


Table of Contents Acknowledgments

Pg. 3

Executive Summary

Pg. 4


Pg. 5

Module 1: Leadership

A. Background Pg. 7

B. Leadership Concepts Pg. 7

C. Leadership Styles Pg. 7

D. Leadership Qualities Pg. 8

E. Challenges in Leading Teams Pg. 13

F. Power in Teams and Organizations Pg. 17

G. Leading Change Pg. 19

H. Best Practices in Leadership Development

Pg. 21

I. Resources Pg. 21

J. References

Pg. 22

Module 2: Recruitment, Selection and Hiring Practices that Support Interprofessional Teams

A. Background Pg. 23

B. Hiring Professionals with the Essential Knowledge, Skills and Attributes

Pg. 24

C. Resources Pg. 31

D. References

Pg. 31

Module 3: Team Roles and Responsibilities

A. Background Pg. 32

B. Team Definition Pg. 32

C. Dimensions of Team Roles Pg. 35

D. References

Pg. 41

Module 4: Interpersonal Communications

A. Background Pg. 42

B. Communication Styles Pg. 43

C. Active Listening Skills Pg. 45

D. Communication and Conflict Pg. 47

E. Gender and Communication Pg. 47

F. Culture and Communication Pg. 48

G. Giving and Receiving Feedback Pg. 48

H. Resources Pg. 50

I. References Pg. 51


Module 5: Meetings

A. Background Pg. 52

B. To Meet or Not to Meet Pg. 52

C. Resources Pg. 59

D. References Pg. 60

The information contained in this document is confidential and proprietary to the Association of Ontario Health Centres (AOHC). Unauthorized distribution or use of this document or the information contained herein is strictly prohibited. Requests for permission should be addressed to: Association of Ontario Health Centres 970 Lawrence Ave. West, Suite 500 Toronto, Ontario M6A 3B6 Tel: (416)236-2539 Fax: (416)236-0431 Email:



The development of the training toolkit on the New Leaders in Developing Collaborative Teams involved many committed and passionate individuals whose support and contribution were vital to the production of this document. These include members of Davies/Ring Consulting, the Reference Group and of AOHC Education and Development Team who brought invaluable expertise to the project. Project Charter Group

AOHC Education and Development Team

Michael Barkley Interim Executive Director Flemingdon Community Health Centre Liben Gebremikael Executive Director TAIBU Community Health Centre Deborah Kanate Manager Dilico Family Health Team Lynne Poff Executive Director North Hastings Family Health Team Simone Thibault Executive Director Centretown Community Health Centre

Project Director: Roohullah Shabon Director, Education and Development Project Manager: Carolyn Poplak Training Manager Team Members: Sophie Bart Centre Development Team Lead Brian Sankarsingh Clinical Management Systems Lead Sandra Wong Administrative Assistant

Davies/Ring Consulting

Lynda Davies Laurienne Ring In addition, we would like to thank all AOHC staff for their support and the representatives who shared their lived examples, experiences, opportunities and challenges that helped bring these training tools to life.


Executive Summary This toolkit is a resource for new leaders (administrative leads, executive directors) and for newly emerging or emerged community-based healthcare organizations that are still in the process of hiring leaders and staff, as well as satellite organizations and teams going through high employee and management turnover. The focus of the toolkit is to provide information and guidance on how to build and maintain an interprofessional primary healthcare team from the start with a united focus on collaboration and team work. This document is divided into five modules identified by the Reference Group as fundamental topics to support new leaders in the building of collaborative teams. These modules include: Leadership; Recruitment, Selection and Hiring Practices; Team Roles and Responsibilities; Communications I: Interpersonal Communications; and Communication II: Meetings. Each module addresses pivotal questions and provides useful and tangible activities that can be utilized by new leaders forming interprofessional teams. The modules and activities can be used individually or as a cohesive whole and each provides a background and a list of references and resources for further research and elaboration. For comments on this document and for workshops on team building and collaborative practice, please contact: The Education and Development Team The Association of Ontario Health Centres 416-236-2539 ext. 230


Introduction The Association of Ontario Health Centres (AOHC) is the policy and advocacy organization for non-profit, community-governed, interprofessional primary healthcare services. AOHC is the public voice of Community Health Centres (CHCs), Aboriginal Health Access Centres (AHACs) and Community Family Health Teams (CFHTs). It believes that effective primary health care should address the social determinants of health, including social inclusion, access to shelter, education, income and employment, security, food and stable eco-systems. The Association engages in research, develops policy and advocates in support of this community-centred primary healthcare model. AOHCs member centres are located throughout Ontario and AOHC works directly with communities that want community-centred primary health care. An initial comprehensive study on interprofessional care in the CHC sector was funded in August 2004 by the Primary Care Health Transition Fund (PCHTF). The study was developed based on the CHC experience and used both quantitative and qualitative approaches to collect and analyze information that would contribute to improving the effectiveness of primary health care teams. In 2007, AOHC published the research document Building Better Teams: Learning from Ontarios Community Health Centres: A Report of Research Findings based on its innovative research done in the CHC sector. In addition, a toolkit was developed in order to put the research findings into practice. Effective workshops to support and strengthen teamwork among CHCs based on the research findings and subsequent toolkit have since been successfully implemented across the sector. The research and workshops provided on teamwork and collaboration prompted discussion by new AOHC member organizations wishing to form collaborative teams. Some of the new leaders and steering committees of over 21 CHCs, 28 satellites, and many emerging CFHTs requested support on how to start an organization from scratch with strong interprofessional teams made up of members willing to commit and advocate for collaboration. While Building Better Teams provides excellent resources and tools on how to work with already established teams; emerging organizations were looking for support on how to lay the groundwork to develop an interprofessional primary healthcare team practicing within a collaborative framework. Leaders were also requesting guidance on how to implement this framework even before the team (and often before the executive director) is hired. Questions raised by new leaders included: What leadership concepts are relevant to leading collaborative or interprofessional teams? What are the essential knowledge skills and attributes required for a person to work effectively within an interprofessional team? How do I recruit team players? What are the roles and responsibilities of team members? How do we communicate efficiently and effectively from the beginning? A Reference Group made of both new and seasoned leaders representing AOHC members was developed to guide AOHCs Education and Development Team in addressing the issues and concerns faced by new leaders in the building of collaborative teams. We acknowledge that CHCs, CFHTs, and AHACs have similar functioning in terms of team work and team development. And so, this toolkit was developed to support all AOHC member organizations in developing strong teams from the start. Davies/Ring Consulting, part of the collaborative effort behind the Building Better Teams toolkit, co-authored the five modules presented in this toolkit. This toolkit is a starting point for new leaders. A Note on the Terminology: We are seeing a transition in the literature on collaborative care from the use of the term interdisciplinary to interprofessional. Building Better Teams acknowledged the distinct use of the two terms in 2007,1 Interdisciplinary implies a deeper degree of collaboration between team members. It implies an integration of the knowledge and expertise of several disciplines to develop solutions to complex 1Davies Lynda, Ring Laurienne. Building Better Teams: A Toolkit for Strengthening Teamwork in Community Health Centres: Resources, Tips, and Activities you can Use to Enhance Collaboration, June 2007. Toronto: Association of Ontario Health Centres.