5:1 Positive Communications

We’ve Got This!

5:1 is a philosophy, a way of seeing each other and our world. It encapsulates TEC’s vision of creating a high-performing organization that embodies a “We’ve got this!” attitude.

We’ve Got This

At TEC, we acknowledge challenges. We have faith that as we band together as a team and maximize individual strengths, we can overcome the challenges that come our way. ‘We’ve got this’ when things go well. And ‘we’ve got this’ when things do not go well. With a ‘faith, not fear attitude’ we recognize the contribution of the team in all successes, and we celebrate those together. The “WE” in ‘we’ve got this’ is critical. No one person is responsible for TEC’s success. Each person plays their role.

Faith, Not Fear

Faith, not fear, underlies every conversation. We choose to approach each day with confidence in our values, the company’s direction, and the inherent value of each relationship (employee, colleague, patient). It underlies all communications – no matter the challenge (and we don’t ignore the challenges), we approach it with a ‘we’ve got this’, can-do attitude.

We have faith that the company is going to succeed. We have faith that when problems arise, we will find solutions. We have faith that team members love working here and that we excel in our positions. We have faith that we can improve the patient experience. We have faith that as our decisions and actions are guided by our core values we will see the results we desire. We have faith that the intent of our colleague’s communication is genuinely focused on our improvement and the company’s success. We have faith that as we live the core values via the 5:1 philosophy and techniques, we will feel how much we matter, how much our team matters, and how much our work matters. This faith, not fear, attitude is the genesis of 5:1.

Science Behind 5:1

Study data from the book Positive Leadership by Kim Cameron shows that when compared to other forms of communication the ratio of positive to negative comments is “the single most important factor in predicting organizational performance.” The optimal ratio is approximately 5 positive comments for every 1 negative comment. Positive communication was also shown to be a predictor of employee engagement. And, interestingly enough, the 5:1 ratio was also shown to be the best predictor of “the sustainability and quality of a marital relationship” as well.

Furthermore, people who experience a positivity ratio of at least 3:1 tend to live longer, make more money, stay married longer, make better decisions, and perform their jobs better. The goal to have a 5:1 culture at TEC is intended to benefit its providers, patients, and staff both at work and in their personal lives.

Positive Communication

Positive language includes authentic expressions of appreciation, support, helpfulness, approval, and compliments intended to build trust and instill confidence. It is constructive and colored with good emotions. Its components include being intentional, taking initiative, adapting the message to the listener, and empathic listening.

Conversely, negative statements express criticism, disapproval, dissatisfaction, cynicism, or disagreement.

At TEC we practice 5:1 by making an intentional effort to replace negative and critical language with affirmative and supportive language. Tilting our communication to the positive is the first step in a true 5:1 philosophy. 5:1 can improve your relationships both at work and at home. It is the easiest and fastest way to make dramatic changes and improve communication and outcomes.

3 Pillars of 5:1

Recognize and Celebrate the Good

Critical to a 5:1 practice is actively seeking out, recognizing, and celebrating the good. Take time to point out the good in others and in their work. It is easy to see the good in those we like; it’s more difficult in those with whom we struggle. If you find yourself in a situation where you can see no good in another person, then the problem is with your own perception. Every human being has good in them, and every team member does something well at work – Look for it and you will find it.

TEC subscribes to the T.H.I.N.K. method. Before you speak, think. Is what you’re about to say:

  • True
  • Helpful
  • Important
  • Necessary
  • Kind

If the answer is “no”, then perhaps what you were about to say should be left unsaid.

Tackle Challenges with Zeal

No circumstance is so bad that whining won’t make it worse. Because we have such a strong focus on innovation and improvement you will frequently be asked to do hard things – to change processes, learn new skills, do things a different way, and look at problems in a new light. Rather than approach these challenges with grumbling and resistance, we face them with zeal and faith that we will find the best solution for the company. We speak positively about the potential results. We accept that some ideas fail and we’re okay with that. We learn from them and move on.

Acknowledge the Negative with Respect and Empathy

It is unreasonable to always have positive things to say. People make mistakes and corrections must be made. Disagreements in a relationship based on trust are a healthy thing and can be had in a positive way. At TEC we take accountability for our actions, and we expect people to call us out, with respect, when what we’re doing isn’t working. 5:1 is about building trust so that when we are challenged or challenge others, we recognize that it comes from a place of wanting what’s best for the person and for the company; not with an intent to tear down, blame, or belittle. A practice of 5:1 instills the confidence necessary to respond with humility and throw out the things that don’t work, for the good of the company.

Positive Leadership

Using 5:1 with Patients

 

5:1 Reflected Best Self Exercise

A tool to help highlight the positive aspects and strengths of the different team members is the Best-Self Feedback. In the Best-Sef Feedback, cards are given to all team members allowing them to write a response for only the key people they work with. On the card are the questions:

  • What does this person contribute most to our team? (Give an example).
  • What is this person’s superpower? (Tell about a time when you saw them use it).
  • When have you seen this team member at their best? (Tell an experience).

People only need to answer one of the questions on the cards, although they can answer as many as they would like. The responses should be anonymous. Results are then compiled and shared with the individuals. It is recommended that this tool is completed annually.