1

Running head: FINAL INTERNSHIP PAPER

Mayo Clinic Health System- Franciscan Healthcare

Alexandra M. Savat
Winona State University

2
Running head: FINAL INTERNSHIP PAPER
From May of 2015 until August of 2015 I served as an intern at Mayo Clinic
Health System- Franciscan Healthcare, a part of the Mayo Clinic System since 1995
when Franciscan Health System, Skemp Clinic and Mayo Clinic merged together to
create Franciscan Skemp Healthcare- Mayo Health System La Crosse. The partnership
between the organizations also includes offering services to the surrounding communities
of Arcadia, Sparta, Tomah, Onalaska, Holmen, Caledonia, La Crescent, Prairie du Chien,
and Waukon. In 2011 all of the health system locations took on the name of Mayo Clinic
Health System and all former Skemp locations adopted the name Mayo Clinic Health
System- Franciscan Healthcare. The organization's mission is, To inspire hope and
contribute to health and well-being by providing the best care to every patient through
integrated clinical practice, education and research. It is clear through the Mayo Mission
that the patient is first priority, this belief is also reiterated through the vision, Mayo
Clinic will provide an unparalleled experience as the most trusted partner for health care
and the primary value, The needs of the patient come first. Patient satisfaction is one of
the primary goals no matter which department.
Mayo Clinic Health System- Franciscan Healthcare, also referred to as MCHSFS, is structured with various departments each being lead by a department supervisor.
The number of individuals they supervise varies, depending on the department. The
structure follows a line leadership structure with a few leaders on top and a downward
line of employees that report both up the line. My department was comprised of three
different sub-sections of marketing communication that all worked together, collectively
known as the business development department. Due to the fact that the Business

3
Running head: FINAL INTERNSHIP PAPER
Development Department does not have direct contact with patients but instead had a
great of indirect influence.
The tasks that the Business Development Department dealt with had great variety.
There is an area that deals with media projects through creating any kind of media item
that may go out to current patients, possible patients and employees. Another area of the
Business Development Department dealt with all of the press related items. This included
taking news station representatives to interviews and creating press releases. This was a
very large part of the department. Other areas within the department deal with everything
from promotional items to events planning. The department also had a variety of lesser
tasks that fell into the umbrella term of Business Development.
Going into my internship I had five primary goals for the course of the summer;
observe and develop professional communication skills, create contacts and networking
skills, develop career guidance, establish a professional self, and create a stepping stone
for the future. With these goals in mind I set a personal purpose of this internship to
develop a sense of myself in the professional world. I had not had many opportunities to
immerse myself into a real professional industry and wanted to gain the skills necessary
to be a hard working young professional. However, as the internship progressed, I
realized that developing a sense of myself in the professional world was the easy part. To
understand the operations and the little sometimes overlooked details of the professional
world was the difficult part.
In determining a description for this internship I struggled to put into words what
my entire experience. In my internship I had a variety of tasks that varied depending on
the day. In my position I was primarily known as a writing intern. In this role I was asked

4
Running head: FINAL INTERNSHIP PAPER
to complete press releases, write articles for the employee newsletter, and interview
employees for feature articles.
One of the primary projects I was asked to develop and follow through with a
large proposal known as the Franciscan Pride Plan. This project was initially started to
clarify and support the values of Mayo Clinic Health System- Franciscan Healthcare that
were being called into question by recent protestors. In this task I was asked to take an
initial plan that had been developed and revamp it and implement ideas. I was asked to
compile a list of items that I thought would be feasible to accomplish and would also be
intriguing for employees. I began working on this project by myself and once I had
finished the list I presented the project to my supervisor and we decided we needed to
bring others onto the task force to get all of the ideas accomplished.
With a team of 5 others we began discussing the ideas and making changes to
them as well as assigning tasks to certain individuals. I then began primarily working on
one of the events within the Franciscan Pride Plan known as the Footsteps Tour. To get
this event into place I met with a designer and worked on developing a flyer. I also
worked closely with a woman named Barb Frahm who works in the department known as
the Employee Extra Curricular. We worked to figure out how we would promote the
event and which department would be the primary promotional area. Along with these
items, I also worked to develop a short promotional story that would be released in, This
Week at Mayo Clinic. Finally, I developed a registration template for the front desk
employee to make sure no more than 30 people registered, to keep numbers at a
reasonable level. This project was my main task while working on smaller tasks in
conjunction. Even though there is not a standard description for what each intern does at

5
Running head: FINAL INTERNSHIP PAPER
MCHS-FH, the variety I experienced allowed me to get experience in numerous settings
within the professional industry.
In my first few weeks at MCHS-FH I was asked to observe a Top Management
Team (TMTs) in action in preparation for writing a press article on hosiery changes as
well as a newsletter article for employees. This group was comprised of managers from
each department. Each department head was asked to contribute their department
viewpoint in crucial decision-making. I have studied this concept and its definition which
states; team composed of top officers of organization charged with making complex
strategic decisions. However, until this meeting I had not had the opportunity to see how
TMTs operate first hand. Adjusting to the workplace communication and how the
Marketing Communication department operates as a professional industry was also very
difficult at first. I had worked in other semi-professional settings but in each place the
organization operates differently from the next and it was crucial for me to understand
this difference in the first few weeks. Along with understanding details about how the
workplace communication operated, I also experienced role emergence within the
organization. In addition to role emergence, I also experienced some organizational
assimilation within the first week. Through this process I began to be integrated into the
organization's culture and began to develop fantasy themes with others and create shared
meaning with many of the employees.
Another primary theory I worked to apply during my time at MCHS-FH was the
Functional Approach to Group Decision Making Theory. This theory views
communication as the primary way groups use to make decisions and solve any problems
that may arise. I utilized this theory in my work with the Franciscan Pride Plan which

6
Running head: FINAL INTERNSHIP PAPER
was a plan promoting the unique beliefs that Franciscan Skemp held. A planning group
was formed to examine the initial plan and discuss other options that may be more
beneficial. My supervisor said that by getting people involved slowly they would be more
likely to help later down the road, this is known as foot-in-the-door technique. The
planning group then went through our primary list and delegated the different tasks. We
had a few instances where one person felt strongly against an idea but, by talking through
each idea we compromised and worked through any problems. By having multiple people
who were not afraid of confrontation our planning group limited the amount of Group
Think, or avoiding confrontation on issues to ensure harmony, we encountered. This, in
turn, benefited us as a group in the long run. In the task force meetings I often found it
very difficult to fully listen to what everyone was saying. I realized that by constantly
writing and thinking about what I was going to say I was not being an active listener in
the group. Once I was aware that this was happening I began to only note crucial items
and listen to what others were saying, which in turn made it much easier to go back and
make the changes. It was also crucial to understand what listening style worked for me. I
previously was trying to be an action-oriented listener and be aware of what needs to be
done and writing all of this down, but in the process I lost other information. I now
understand that being a content-oriented listener is a more suitable style for my
professional style, especially in the workplace.
In the following weeks I began to work on an article for a woman in the office
named Amy. As the project went on I found myself feeling more pull to working on this
article with Amy because I enjoyed the way that she communicated with me as well as
her work style. I began to see why I wanted to work on this article more than others

7
Running head: FINAL INTERNSHIP PAPER
through the Attraction Theory. This theory states that people tend to like those who are
similar to themselves. Amy had a very organized and upbeat personality, which was very
similar to what I consider my own personal style to be. I felt very comfortable working
with Amy due to the fact that I felt a similarity with her work style. During this time
period I also began to feel integrated within the organization. Both my supervisor and
others began to be interested in who I was as a person. I started to feel a sense of social
support in the workplace. I had a hard night after dealing with bats in my apartment and
received tons of comforting communication and even and a few offers to help me with
the bats. Even though this week was not the most aggressive in terms of workload other
than outside communication, I felt that I began to have a place in the industry and was
becoming more and more comfortable working here. Creating a bond with some of the
employees made it easier to come to work and feel less shy about asking for help or just
asking if someone else needed me to help them out.
In the following few weeks I was asked to work on a social media plan for a new
treatment that came to the hospital. On this experience I was expecting to just tag along
and learn a little more about how our department assists the others and be further
integrated into the hospital atmosphere. Much to my surprise we arrived and the
photographer was looking for someone to act as a patient and go in these machines to get
the best photos that looked like people were using the equipment. They asked me if I
would be willing and I was more than happy to help. Once I began working as a patient
model for the photoshoot I began to notice the photographer would want certain facials or
certain angles for the picture. Many times I would see her take the same angles of
pictures in different locations and I realized what she was doing was the image oriented

8
Running head: FINAL INTERNSHIP PAPER
advertising term, it began to make a little more sense. This term means that businesses
work to create a set of norms within their advertising so that consumers will notice that
brand right away. We often see companies that have similar branding or colors in their
advertising, but typically dont have the chance to see the meticulous actions that go into
making the brand. The photographer also was attempting to create a Halo Effect through
the process. By taking photographs where the doctors were open and standing in
positions that made them seem less intimidating, she was attempting to reach the
audience to correlate this openness with the MCHS-FH brand. Through this experience I
also had the opportunity to meet some of the people I had written articles about, as well
as see the pictures that we would use for the media plan that was being put in place. I had
heard about these doctors but it was fulfilling to get to know them on a different level.
The Implicit Personality Theory, the notion that a newly formed impression is added
onto what is already known about the person, applies seamlessly to my experience
because it added onto what I had already known about these individuals through the
articles I had written. Along with meeting the doctors and nurses, I was able to increase
my social capital with those outside my department. Social capital is known as the social
networks that you have, and in creating these networks I allowed myself to further
integrate into areas outside of my department.
As my internship continued I began to work solely on the Franciscan Pride Plan
and began regular communication with Scott Brouwer, the Footsteps representative. I had
a variety of terms and theories in mind but when this next experience occurred I found it
more fascinating than anything else. Scott and I had been communicating for roughly a
month at this point. I saw him as a very respectable and hardworking man who seemed to

9
Running head: FINAL INTERNSHIP PAPER
be very serious and incredibly knowledgeable. Our communication had been fairly
serious and down to business until one email I received he noted that he would be out of
the office and in parentheses he said, Gotta get outta here while I can! His comment
was a complete shock when I read it because he was normally a very to the point man
and not one to use exclamation points or joke around. Scotts communication alongside
my expectations and opinion of him is a textbook example of violation of the Language
Expectancy Theory. The theory assumes that people follow certain language rules
dependent on a variety of factors, and these expected behaviors act as a guideline. In my
communication, Scott violated my expected language from him based on my perceptions
of him.
Along with working directly with Scott, I also worked with the design
department and marketing to determine how to promote the event, which included
developing a promotional flyer. In determining what I wanted on the flyer, I turned to the
concept of message characteristics. Message characteristics looks at 3 main ideas in
conveying the message to the audience. I first worked to make sure the message was
appropriate for the audience and the subject matter. In doing this I made sure that the
flyer was styled to target items that interested employees by adding in the Dancing
Francis Statue, which is a well-known landmark in the area. I then made sure the message
had the information that was needed but not too much that they would pass by the flyer.
Finally the flyer noted that the tour is complementary, which appeals to employees by
saving them money. Through this experience I was able to understand how to directly
apply message characteristics to target others instead of myself. I felt that this application
was incredibly informative because I needed to accurately convey the message but

10
Running head: FINAL INTERNSHIP PAPER
needed to breakdown all the aspects. Along with conveying the message characteristics I
also needed to establish the credibility of Scott Brouwer. The flyer needed to establish a
sense of trust with those looking to attend, to show that Scott knows what he is doing and
is trained to accurately present.
In reviewing my internship and my experience with Beth as my supervisor, I was
always thinking of the different terms and theories that applied to my continuing
interaction with her. The first theory that came to mind was the Leader-Member
Exchange Theory (LMX). This theory assumes that leaders experience exchanges with
their members that in turn affect both the employees and managers viewpoints and
experiences with one another. The theory has 3 different phases that members move
along the process; role taking, role making and routinization. In the role-taking time the
member joins the group and the leader may give them opportunities to show their talents.
This is a trial period where the leader is trying to determine what assets the members
brings to the team and how to utilize those talents. During the role taking time for myself
I started out doing a few writing pieces for press release but then I was asked to work on
the Pride Plan project and Beth understood that this is where I excelled and possessed
planning skills that she could utilize. The second LMX, role making, is a time where a
role is created for the member unofficially. At this time I was asked to take on the
leadership role of the Franciscan Pride Plan. The final step is routinization, which is
where a pattern of on-going exchange is created between the leader and member. I
experienced this by developing regular communication patterns with Beth, such as
weekly Pride Plan meetings and also creating a shared meaning with Beth on a more
friendship- based level. Even though I have discussed my work with the Pride Plan, it

11
Running head: FINAL INTERNSHIP PAPER
still amazes me how this one experience is so incredibly applicable to my education and
the terms and theories we have studied, that I felt it was beneficial to include it once
again.
The next theory that I began to notice while working with Beth and other
employees at Mayo Clinic was the Theory X and Theory Y theory. This theory
discusses the type of employees that managers may encounter and it includes how to deal
with the type X and type Y individuals most effectively. In the first few weeks of working
at Mayo Clinic Health System- Franciscan Healthcare, I was assigned the task of working
on the Franciscan Pride Plan. Beth explained that MCHS-FH did have someone who was
assigned to work on establishing pride within the organization, but management had
found that this individual was very lazy and in turn not motivated to implement new
programs. Beth had told me that she felt I was a very energetic and self-motivated type of
individual who would work well no matter what the task. In further discussion about this
woman, Beth eluded that often she would need to get the top level employees involved to
make sure that she would get done what needs to get done. This was a clear statement of
a type X personality who needs that authoritarian type of management in order to get the
job done. However for myself I did not need that motivation to get the job done from
Beth, which is very typical for those who are type Y. In discussing this with Beth she
shared that she feels that she is both X and Y in managing, dependent on how she feels
the person will respond to each managerial technique. She is what is known as a
combination X & Y manager.
The final term that played a large role in my time at Mayo Clinic Health
System- Franciscan Healthcare was intrinsic and extrinsic motivation. Extrinsic

12
Running head: FINAL INTERNSHIP PAPER
motivation takes place when a person is motivated to do something or perform because of
a reward or to avoid being punished. Intrinsic motivation occurs when a person engages
in something because it is personally rewarding. When considering this term I had trouble
classifying my experience as just one or the other. I believe that I experienced both
intrinsic and extrinsic motivation during my internship. I was extrinsically motivated by
the idea that I needed to complete this internship to get credit and in turn graduate. I was
also motivated by the reward of doing a job well and pleasing my supervisor. I often
found myself wanting to make sure that Beth would be pleased with my work and
enjoyed receiving words of affirmation from her. When it came to intrinsic motivation I
was motivated by myself, and proving to myself, that I could make it in the professional
world someday. Beth also utilized the concept of self-fulfilling prophecy when it came
to her interns. This concept essentially says that you become what you are expected to
become. Beth had tons of faith in all of her interns and through her actions and words
showed us this. She wanted us to learn and be an active part of the organization, which
was a major motivator for myself. This in turn was very impactful in my sense of feeling
utilized within the organization. When it came down to it I felt that it is best to be both
intrinsic and extrinsically motivated because if you possess both traits in an industry you
will be happy and want to work hard.
Through all of these experiences I gained countless amounts of knowledge and
remarkable experiences that I will take with me when I enter the professional world. One
of the main lessons that I will take with me is to be flexible no matter what the situation
is. Being flexible allows you to open up to new experiences and to, in turn, learn more. I
feel like this is something that is difficult to implement in our lives because often we seek

13
Running head: FINAL INTERNSHIP PAPER
a sense of control in the things that we do, but sometimes its best to take a step back and
let things play out. The second important lesson I will take away is the ability and
understanding that employees must adapt. Entering a new office with different rules is
not always smooth sailing but the ability to adapt makes changes easier on everyone
involved. The third crucial lesson that I will take into the professional industry is drive.
This lesson may not necessarily be a learned lesson but more of an applied lesson. In my
time in my internship I found that an internal drive and dedication to what you are doing
makes working much easier. Truly invest yourself into whatever you do and you will be
rewarded in many aspects. The fourth primary lesson was to listen. This lesson applies to
many areas of life but within the work industry I found it easy to drift off and not
completely focus on what is being said. In doing this I make it more difficult for myself
to remember certain details. Actively listening to what someone is saying shows them
that you are being respectful and that you care. The fifth lesson I took away and continue
to work on is accepting criticism. Criticism is often not something people enjoy hearing,
but if you take the criticism and use it to your benefit then you are showing your
employer that you care what they have to say and can take criticism positively. My final
lesson is the acceptance of different types of leadership in the workplace. Throughout my
time interning I was exposed to a lot of leadership styles and different leaders that opened
my eyes to the different styles of leadership that take place. It was hard to adjust to
different leaders but this difference allowed me to further understand how I can use those
leadership styles in my future work. Finally I will take with me all of these experiences
and many more in my professional endeavors.