AGuilford

A key part of Rhonda's story occurs when her stepdaughter is killed.  The emotional devastation she feels causes her to withdraw from the FISH process.  This is actually an opportunity for her coworkers to "step up" and continue the work Rhonda was doing.  A pivotal character becomes Ms. Scallpell, the new director of nursing.  It is revealed that Ms. Scallpell is a founding member of the FISH ideals.  Under Ms. Scallpell’s direction the sixth floor of Good Samaritan Hospital begins to push themselves to find ways to make their changes stick.  They decide to divide into three implementation teams each with a different task: Find IT, Live IT, and Coach IT.  Each group is challenged to find a way to spread their new work philosophies with the rest of the hospital. The Find IT team came up with the idea of challenging employees to think deeply about their work lives.  They built a gate display and erected it in the hospital lobby.  The Live IT team came up with the idea of a photographic display showing employees in the act of living their IT.  And the Coach IT team published cards challenging each employee to discuss their mission with another employee and passing on the card deck until all were gone.     

Rhonda is continuing to struggle to find out how to maintain the positive atmosphere and vision, which was started by her predecessor, Madeline.  Rhonda talks with the successful restaurateur Ishy to get help with her dilemma. Ishy uses the idea of IT, or how people have identified their role in an organization. Ishy tells Rhonda to talk with her coworkers about WORK in order to discover how each person has internalized their part of the vision.  Following this advise Rhonda begins serious work discussions with her department.  Ping says something that struck a cord with me, “I write a key part of my life story at work and I want to write the best story I can.”

Rhonda is energized by her interactions with coworkers but hits a snag when a new superior, Mable, is hired. Mable’s new directives challenge Rhonda and her cohorts to think more deeply about their mission.  But Rhonda is pleasantly surprised by the willingness of her coworkers to push themselves professionally.  They form a team to meet Ishy in order to better understand the vision of customer service in place at Ishy’s restaurant.  During their discussion, Ishy identified steps to sustaining a vision: Find IT, personalization of the vision.  Live IT, seizing vision moments, and Coach IT, reminding of others of the vision.