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Address the Human Side of Improvement

​​​​​​​​​​​​​​​​​​​​​​​​​​At the outset of an improvement project, it might seem straightforward to apply an evidence-based intervention to a problem to get results. However, people's resistance to change  be it adopting a new process or behavior  is part of the change process. Status quo is a powerful force to overcome.​​​​

If you have a high degree of belief in a quality improvement solution and struggle to get results, or if you encounter team members who are resistant or apathetic toward adopting new processes or behaviors, join the Institute for Healthcare Improvement's (IHI's) Psychology of Change online course with coaching to get the adaptive leadership skills and tools you need to address the human side of change.

This 12-week ​online course with coaching will help you​:     

  • Identify and address adaptive barriers to change
  • Explore improvement through W. Edward Deming's lens of psychology in the System of Profound Knowledge

Focusing on the human side of change is essential to successfully improving health and health care in the short term ​ and scaling and sustaining that change over time. Whether you are new to quality improvement or an expert, this course is for anyone working with colleagues to advance improvement. The lessons in this course are applicable to leaders from all health professional backgrounds, as well as sectors outside of health care. 

At the end of this program, each participant will ​be able to:

  • Activate people's agency to commit to improvement
  • Co-design with the people affected by improvement in ways that are meaningful and workable to them 
  • Co-produce change by inquiring, listening, seeing and committing to others in authentic relationships 
  • Distribute power so people can contribute their unique assets to bring about change  
  • Tap into sources of intrinsic motivation to galvanize individual and collective commitment 
  • Adapt as you and your improvement team learn and iterate to be effective  

Methods include:

  • Identifying sources of resistance to advance improvement work
  • Developing an aim, measures, a driver diagram, and change ideas to show the outcome of integrating psychology of change methods to improvement work
  • Identifying our biases, mapping our people, and co-designing improvement aims
  • Practicing open and honest questions, appreciative inquiry, and deep listening as part of an intentional relational strategy
  • Developing snowflake structures for distributing leadership and identifying practices for execution
  • Using storytelling methods to prioritize and commit to improvement on the basis of shared values
  • Conducting a failure mode exercise with your improvement team to understand sources of fear and build emotional conditions for courage​​​

For learners interested in additional coaching, you will also receive:

  • ​​A framework and five-step method for coaching people's motivational, strategic, and practical challenges​

​Who Should Attend

IHI designed this program for health care improvers who struggle with motivating individuals or teams to change or improve. To get the best results, we encourage organizations to participate as an interdisciplinary team.

Participants may include:

  • ​Senior Leaders
  • Chief Quality Officers
  • Point-of-care staff
  • Nurses
  • Pharmacists
  • Managers
  • Team Leaders​
  • Patients, Family Members, and Carers​​​​
Register Now