how to close the gap between knowing and doing

If Disney Ran Your Hospital: Chapter 10

Close The Gap Between Knowing and Doing

The Knowing - Doing Gap

“Knowing is not enough. We must apply. Willing is not enough. We must do.”

Von Goethe

The Knowing - Doing Gap

“If You Know by Doing, There Is No Gap between What You Know and What You Do.”

“The Knowing Doing Gap” by Pfeffer and Sutton

Knowing How Is Not The Problem…

• Like losing weight, our problem is not with knowing HOW. When we really want to, we figure out how and learn by doing.

• Our problem is with being COMMITTED enough to DO what it takes every day, and do it PERMANENTLY, not just in short bursts of inspired energy.

Commitment

“At the moment of commitment,

the universe conspires to assist you.”

Von Goethe

Why the gap?

1. Talk over action2. Memory substitutes for action3. Fear prevents action 4. Measurement obstructs good

judgement 5. Internal competition

Pfeffer and Sutton suggest 5 reasons

1- Talk

2- Memory

3 - Fear

4 - Measurement

5 - Internal Competition

There are five major traps to closing the gap between knowing and doing 1. Expecting trainers and committees to transform

the culture

2. Hiring a service-excellence coordinator

3. Thinking more knowledge will close the gap

4. Letting assessment substitute for action

5. Permitting managers to stall indefinitely with “How”

“Asking How? Is a favorite defense against taking action.”

Peter Block, The Answer to How is Yes

Overcoming the Gap - Pfeffer & Sutton

1. Action oriented organization & culture - Reward action not discussion 2. Trust people3. Coaching / Mentoring the gap - On the job training

- Reduce gap between learning and doing 4. Leaders -  Model behaviors they consider good     - Take responsibility     - Match actions and words - Listen to workers

Overcoming the Gap 5. Managers

- Not so much about telling people to do things differently

- More about removing obstacles

- Treating people right

- Remove internal competition

- Global bonus pool

Video Link ..

By - Robert Sutton - Closing the knowing doing gap

http://www.youtube.com/watch?v=Sn9OcOmFMaE