# Presentation: 246484

## Changing Organizational Culture through Effective Training, Education, and Awareness

**March 11, 2004**
**Tom Walsh, CISSP**
**President, Tom Walsh Consulting, LLC**

## Protecting Confidential Information

***Providing our patients with quality healthcare includes protecting their confidential information.***

- Copyright © 2004, Tom Walsh Consulting, LLC

**Notes:**
Introduce myself.

If you find a mistake in the slides or handouts, you’ll get a bag of M&Ms.  Two reasons why there may be a mistake:
1)  Intentional - So you’ll pay close attention to my slides
or
2) Because I’m not purrrfect.

To make everybody feel more comfortable with each other, let’s take a few minutes to get to know one another.  Here is the information I’d like to know. 
(Show next slide.)

## Tom Walsh, CISSP

**President, Tom Walsh Consulting, LLC**
**Certified Information Systems Security Professional (CISSP)**
**Co-authored a book on HIPAA Security**
**Former information security manager for large healthcare system in Kansas City, MO**
**DOE-certified safeguards and security instructor**
**A little nerdy, but overall, a nice guy ******

- Copyright © 2004, Tom Walsh Consulting, LLC

## Let’s Get Acquainted!

**Age and Weight**
**Marital Status**
**Sexually Transmitted Disease?**
**If “Yes” then Names of All Partners**
**Drug or Alcohol Problems?**
**Amount of Money Earned Last Year**

**  ****Name and Job Title**

- Copyright © 2004, Tom Walsh Consulting, LLC

**Notes:**
Anyone feel uncomfortable with sharing this information?
But isn’t this information already stored in some computer system, somewhere?  If you are uncomfortable sharing this information with each other, how do you think our patients feel about sharing personal information?
We cannot claim to provide the highest quality care if we cannot assure our patients’ that we are protecting their confidential information.

That is why we will be spending the next 20 minutes Protecting Confidential Information. 

## Discuss how values and organizational culture influence behaviors
Create positive approaches and methods for cultural and behavioral changes that align individual's goals with organizational goals
Discuss ideas on how to effectively deliver training, education, and awareness that achieves lasting cultural and behavioral change

**Create positive approaches and methods for cultural and behavioral changes that align individual's goals with organizational goals**
**Discuss ideas on how to effectively deliver training, education, and awareness that achieves lasting cultural and behavioral change**

**Session Objectives**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Door Prize

## Culture of Healthcare

## 	“Implementation of the security and privacy regulations of the Health Insurance and Portability and Accountability Act (HIPAA) is about cultural transformation more than technology and compliance programs.” 
June 12, 2001
Lauri Ingram
META Group

**June 12, 2001**
**Lauri Ingram**
**META Group**

**HIPAA**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Culture of Healthcare

**  “****I’m in healthcare, not computers or security.  That’s your job.”**
**  “****I’ve decided to go back to a paper system so I won’t have to comply.”**
**	****“****HIPAA will never be enforced.”**
**	****“****Healthcare has survived for thousands of years without HIPAA.”**
**	****(HIPAA-critic oath)**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Culture of Healthcare

**Slow to adapt standards**
**Law passed in 1996; still not compliant**
**Cost without benefits**
**“****Full Employment Act for Lawyers”**
**Just one more compliance issue**
**Wait and see attitude**
**“****The government is fickle.”**
**“****What’s the rush?”**

- Copyright © 2004, Tom Walsh Consulting, LLC

## “HIPAA - What, me worry?”

**Culture of Healthcare**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Culture of Healthcare

**Caring is sharing**
**Humans are curious by nature**
**In some cases, healthcare workers have become desensitized to patient privacy**
**HIPAA requirements alone cannot change the behaviors of healthcare workers **

- Copyright © 2004, Tom Walsh Consulting, LLC

## Father’s Day Card

**   ****Dad, there were things that you said when I was growing up that didn’t make sense to me.  Now that I have *****(three teenage)***** children of my own...**

**“****Because I said so,”    ****	****makes perfect sense.**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Changing Behaviors

## Change

**“****The only people who like change are babies with dirty diapers.”**
**Kay Weir**
**Volunteer Coordinator**
**Saint Luke’s Hospital**
** ****of Kansas City**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Changing Behaviors 

**The goal of training is to **_**change behavior**_
**People only adopt new patterns of behavior when... ****	****	****	****	****	**_**the old are no longer effective**_
**Three concepts about  ****	****	****	****human behavior to note:**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Changing Behaviors

**1. ****	****People’s behavior is based upon **_***their***_**  principles and **_***their***_** values**
**2. ****	****An effective training program helps the workforce adopt the organization’s principles and values**
**3.****	****A message is *****persuasive***** when the addresser *****selects***** information that the addressee *****perceives as relevant***** in terms of his or her *****values*****	****	****	**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Changing Behaviors

**“****We’ll just create some new policies.”**
- 	***What are the fallacies of policy?***
**“****We just send everyone to training.”**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Changing Behaviors

_**The Hawthorne Effect**_** **
**The Hawthorne Studies were conducted from 1927 to 1932 at the Western Electric Hawthorne Works in Chicago, where Harvard Business School professor Elton Mayo examined productivity and work conditions**

*What was his conclusion?*

- Copyright © 2004, Tom Walsh Consulting, LLC

## Changing Culture

- Copyright © 2004, Tom Walsh Consulting, LLC

## Culture Change

- What is the most
- effective way to change an
- organization's  culture?

- Copyright © 2004, Tom Walsh Consulting, LLC

## Effective TEA

## TEA - What is the Difference?

**Training **** **
**Education**** **
**Awareness**

***All work together, but are different.***

- Copyright © 2004, Tom Walsh Consulting, LLC

**Notes:**
Here is the best example to explain the difference between training and education.

Raise your hand if you have a teenage daughter.  Okay, would you rather your daughter came home from school and said they had sex education or sex training?

Awareness means keeping the information, “top of mind.”
(Brain slide.)

## Training - “Hands on”  
Education - Imparting Knowledge 
Awareness - “Top of Mind”

**Education - **_**Imparting Knowledge**__** **_
**Awareness - **_**“Top of Mind”**_

**TEA - What is the Difference?**

- Copyright © 2004, Tom Walsh Consulting, LLC

**Notes:**
Here is the best example to explain the difference between training and education.

Raise your hand if you have a teenage daughter.  Okay, would you rather your daughter came home from school and said they had sex education or sex training?

Awareness means keeping the information, “top of mind.”
(Brain slide.)

## Building a Training Program

- Copyright © 2004, Tom Walsh Consulting, LLC

## Analyze

***A Needs Assessment determines:***
***1.  Who needs TEA?***
***	******	******(Audience)***
***2.  What TEA do they need?***
***	******	******(Content)***
***3.  How will their TEA be served?***
***	******	******(Delivery)***

- Copyright © 2004, Tom Walsh Consulting, LLC

## Design

**Who? *****(Audience)***
**What? *****(Content)***
**How? *****(Delivery)***
***	***

- Copyright © 2004, Tom Walsh Consulting, LLC

## Training is...

- 90% - Delivery

**Training is...**

- Copyright © 2004, Tom Walsh Consulting, LLC

## How People Learn

**10% by **_**Hearing**_
**40% by **_**Seeing**_
**50% by **_**Doing**_

- Copyright © 2004, Tom Walsh Consulting, LLC

## Involvement

**To change culture and behaviors we need involvement from those who will be most impacted by the change**
**WII-FM: **_**What’s In It For Me**_**?****	**
**People like to be **_**included**_

- Copyright © 2004, Tom Walsh Consulting, LLC

## Involvement

***Uncommon Methods***

- Copyright © 2004, Tom Walsh Consulting, LLC

## Involvement

**Host special events**
**Look for “teachable moments”**
**Develop security “champions”**
**Leverage a “negative event”**
**Use the “Grapevine” **

- Copyright © 2004, Tom Walsh Consulting, LLC

## Deliver

**Think about training classes, seminars or presentations you really liked and ones you disliked.**
**What made the classes good or bad?**

***What do you remember?***

- Copyright © 2004, Tom Walsh Consulting, LLC

## Barriers to Effectiveness

**Failure to establish a rapport            with the audience **
**Technical material is****	****                          **_**dry and boring**_
**Efficient versus Effective**
***The “all-in-one” refresher training session***

- Copyright © 2004, Tom Walsh Consulting, LLC

## Welcome to the Annual...

**Bloodborne Pathogens, **
**Hazardous Chemicals,**
**Tuberculosis Prevention,**
**Fire and Electrical Safety,**
**Sexual Harassment,**
**Ethics,**
**and**
**Privacy and Information Security**** **
**Training **

- Copyright © 2004, Tom Walsh Consulting, LLC

## Barriers to Effectiveness

**Failure to establish a rapport            ****	****with the audience. **
**Technical material is****	****                          **_**dry and boring**_**.**
**Efficient versus Effective**
***The “all-in-one” refresher training session.***
_**Ourselves**_

- Copyright © 2004, Tom Walsh Consulting, LLC

## Barriers to Effectiveness

**Mission, vision, and goal**
**Passion**
**Perseverance**
**Character**

**Much of the overall success of the training program and culture change will depend upon the trainer’s:**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Wayne’s World

**21 Professional seasons**
**More than 60 NHL records**
**4 Stanley Cups**
**9 Most Valuable Player (MVP)**
**2-time playoff MVP**
**11 Scoring titles**
**4 Lady Bling Awards ****	****	****(for gentlemanly play)**

- Wayne Gretzky

**“****The Great One”**

- Copyright © 2004, Tom Walsh Consulting, LLC

## Door Prize

## Conclusion

## Conclusion

**Values and organizational culture influence behaviors**
**Aligning individuals’ goals with organizational goals will result in  cultural changes**
**Effectively deliver training, education, and awareness that achieves lasting cultural and behavioral change requires involvement**

- Copyright © 2004, Tom Walsh Consulting, LLC

## There is nothing

- permanent except
- change.

- Copyright © 2004, Tom Walsh Consulting, LLC

## Tom Walsh, CISSP

**Tom Walsh, CISSP**
- _[twalshconsulting@aol.com](http://csrc.nist.gov/publications/nistpubs/index.html)_
**913-696-1573**

*Thanks for Attending!*

## Questions?