Health care and banking are two industries, among many others, which are experiencing dramatic change at this time. For the last five years I have had the opportunity to consult and train health care groups and banks during their times of transition.

American River Bank is a growing and profitable bank in Sacramento, California. Several years ago they were experiencing significant growth and purchased another bank. One of the changes that was impacting the bank was the integration of bank officers from two different banking systems. The question was raised, "How do you effectively merge two banking teams?"

President, Bill Young, effectively built a team that did not just survive change, but thrived. They choose the theme for the year, "Thrive in '95!" I spoke at breakfast meetings and held special training sessions on the importance and role of team players in the midst of transition. I remember the high energy during these sessions as work teams were synergized. The bank has continued to grow and has a positive reputation in the business community in Sacramento.

Capitol Periodontal Group is a growing periodontal practice of five doctors and about 35 employees. Dental specialists, such as periodontists, depend on general dentists as the gatekeepers for their continual referrals. When gatekeepers begin to recommend other specialists, business can eventually dry up. Several years ago, when one partner left the group, the general dentistry community wondered what was wrong. Why would one partner leave a thriving business to join another? The staff also struggled with this change since the one doctor brought in a great deal of business.

But Capital Periodontal Group focused on a strong strategic mission. They developed a strategic plan for the transition and kept focusing on sound periodontal health care and building a team of caring workers. I facilitated several workshops on team and patient communication. In the past few years, the group has added two more doctors and is recognized as a fun place to work because of its team spirit. At a recent workshop, each of the doctors sat and listened to small groups of employees evaluate each doctor's communication skills. I have worked with a lot of businesses in communication. However, this is the first time I ever saw partners who listened carefully to their staff evaluate their communication skills with patients. No wonder they are growing and the staff enjoy working together.

Is your company a learning organization? A learning organization includes the following characteristics:
1. A belief that systems thinking is fundamental
2. A climate that encourages, rewards, and enhances individual and collective learning
3. A view that holds surprises, mistakes, and failures as learning opportunities
4. A desire for continuous improvement and renewal
5. Learning integrated with work

Do you have knowledge workers or skilled workers?

Successful businesses today focus on knowledge workers. Knowledge workers are entrepreneurial —— visionary and creative. They look at their job as a business and serve other workers in the company as their customers. Knowledge is the foundation to vision

The team must have a unified mission.
The team mission is not for the customers, it is for the staff
The team mission must be developed by the staff —— for ownership
Without knowledge, the team mission is a false hope

Doubt and skepticism will erode the team spirit
The dynamic team must have a strong faith and trust in the mission
Faith is no stronger than the truth of its assumptions
Therefore, faith must be built on the first two factors:
Faith without knowledge and vision is merely presumption

Without initiative, knowledge, vision and faith are just a dream.

Jerry Rice of the 49'ers practices catching 100 balls a day with one hand. You would think that after playing professional football for over 10 years, he would know how to catch a football, right? But he gives himself to constant skill development. American Society of Training and Development found the following major competencies as models for human performance improvement:

Industry or corporation awareness
Leadership skills
Interpersonal—relationship skills
Technological literacy
Problem—solving skills
Problem—definition skills
Systems thinking and understanding
Performance understanding
Knowledge of interventions
Business understanding
Organization understanding
Contracting skills
Advocacy skills
Coping skills
Ability to see the big picture

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