Case Study at a Glance:
Saint Francis Care is a nonprofit, integrated healthcare
delivery system established by Hartford, Connecticut–based
Saint Francis Hospital and Medical Center. To provide the
best patient experiences with the highest-quality care, it
emphasizes a culture in which employees engage meaningfully
and substantively with patients and with each other.
Saint Francis’s core values include respect, integrity, service,
leadership, and stewardship. In order to align its culture and
values, the organization needed to develop core leadership
competencies that put these concepts into practice. Notably, this
entailed addressing respectful communication—identified by the
team’s employee survey as a key area for improvement.
In response, the Leadership Training team developed and instituted
the Core Leadership and Management Training program,
aimed at helping new managers—either new to management or
new to the organization—cultivate skills that promote a culture of
respect in which all employees give and accept feedback without
fear. The program addresses a central challenge: defining what
respect means to individuals and departments within a diverse
The Myers-Briggs® instrument helps Saint Francis provide employees with concrete strategies and tips that allow them to demonstrate respect through their behavoir. Team members who have undergone training are able to handle conflict more effectively, exhibit less misunderstanding, and report a greater feeling of respect for other members. Additionally, the program has enabled this relatively small team to gain keen insight into the general employee population.