Transforming Relationships for High Performance

Jody Hoffer Gittell is Professor at Brandeis University's Heller School for Social Policy and Management. She is Executive Director of the Relational Coordination Research Collaborative and author of The Southwest Airlines Way (2005) and High Performance Healthcare (2009).

"Positive sustained change in firms happens through relationships. This book is an inspired and substantive account of how relational coordination enables excellence in team and organizational performance. It offers a powerful framework, useful tools, and clear examples that will help readers to create impactful change."—Jane E. Dutton, University of Michigan "We are entering the age of relationships. This book makes a good argument for how effective work relationships will enable us to manage the tough problems which complex cross-cultural interdependent work will increasingly confront us."—Edgar H. Schein, MIT Sloan School of Management and author of Humble Inquiry and Humble Consulting "Transforming organizations requires courage, perseverance, and vision. Anyone considering this challenge will find it easier and more doable with the evidence, cases, and tools that Jody Hoffer Gittell provides. This book is a beacon based on her pioneering work on positive relationships that drive and sustain innovation. Let's do it!"—Thomas A. Kochan, MIT Sloan School of Management and Institute for Work and Employment Research "Inviting and inspiring! Gittell masterfully weaves together academic insights and the voices of change agents to create a compelling guidebook. Each page of this book reveals something critical about the relational dynamics needed for our health care system to function better."—Kathryn McDonald, Senior Scholar and Executive Director, Stanford Health Policy (CHP/PCOR) "Jody Hoffer Gittell is one those rare individuals who has successfully translated 'what works' in industry for health care settings. Her relational coordination framework, implementation guide, and case studies provide a coherent approach for moving beyond fragmented efforts to improve teamwork. With this book, you can create organization-wide change based on shared goals, shared knowledge, and mutual respect."—Don Goldmann, Chief Medical and Scientific Officer, Institute for Healthcare Improvement

• 1. Meeting Performance Pressures with a Relational Response2. How Relational Coordination Drives High Performance3. Engaging Clients in Relational Coproduction4. Engaging Co-Workers in Relational Leadership5. How Structures Support—or Undermine—the Three Relational Dynamics6. A Relational Model of Organizational Change7. Relational Coordination at Group Health8. Relational Coproduction in Varde Municipality9. Relational Leadership at Dartmouth-Hitchcock10. Bringing It All Together at Billings Clinic11. Relational Interventions to Create New Ways of Relating12. Work Process Interventions to Create New Ways of Working13. Structural Interventions to Support and Sustain the New Dynamics14. Bringing It All Together in Your Own Organization—and Beyond