American College of Healthcare Executives
Winter 2010
In This Issue

President's Message
Message from the Regent - Winter 2010
2012 to 2014 Credentialing Changes
Dos and Doníts for Critiquing Employees Effectively
Break Through Communication Jams
Tips on Effective Mediation of a Dispute
Tailor Your Crisis-Management Approach

Chapter Officers

Paul A. Jeffrey
Wesley Long Community Hospital – Moses Cone Health System

Pamela M. Sinclair, FACHE
Advanced Home Care

Secretary- Treasurer
Samuel B. Seifert
Wake Forest University Baptist Medical Center


Robert E. Byrd, FACHE
Alamance Regional Medical Center

Wendy P. Hicks
Novant Health – Forsythe Medical Center


Tailor Your Crisis-Management Approach

You will stay more firmly in control of your emotions, your team and your schedule if you tailor your management style—be responsive and not reactionary. What’s the difference? Reacting means jumping in before you have thought through the situation. Responding means waiting until you have taken in the situation thoroughly and come up with a plan.

Take these steps to start responding:

  • Remember the big picture. Do not overlook your goals and objectives. Consider how the current situation fits into the big picture and you will find it easier to respond appropriately.
  • Put it in context. What is happening on your team and throughout your organization? Make sure that your next step benefits you, the organization and everyone involved.
  • Do not favor emotion over logic. But do not focus on logic alone. The best decisions come from a blend of gut reaction and facts. Balance your immediate visceral response with the information you need to fill in critical blanks.
  • Recognize choices. When you react immediately, you often do not realize that you have more than one good option. If you take time to analyze the situation, you will realize that you always have choices.

Consider them—and their likely consequences—before you act.

Adapted from “Change Crisis-Management Approach” Communication Briefings, November 2010; (800) 791-8699;

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