Create your very own Auto Publish News/Blog Site and Earn Passive Income in Just 4 Easy Steps
Opinions expressed by Entrepreneur contributors are their own.
All leaders know that communication is critical to the success of an organization. But we often fail to bridge the gap between senior leaders and our frontline team members to truly get a sense of what's happening in a company. This disconnect is heightened in hospitality and healthcare, where we work in direct contact with customers or care for the health and well-being of patients. As a result, it causes problems like:
- Leaders without a clear or accurate understanding of the challenges faced by their frontline teams.
- Leadership decisions that do not effectively address these challenges.
- Lack of trust between leaders and teams.
- Separation between culture and action.
The solution is simple. As President and CEO of AtlantiCare Health System, I have learned that the most important thing is to step out of my office, the boardroom, or a senior management meeting and engage directly with team members across the organization. I spend time in our hospitals and practice locations, without an agenda or formal travel plan, to learn more about their work and the challenges they face.
Leadership axiom: Companies move at the speed of relationships.
Here are my five leadership principles for building relationships with lasting, positive impact.
Related: Why leaders need to roll up their sleeves and work “in the background” of their company
1. Always be present
When I first walked through the hospital after my appointment, a senior nurse remained unobtrusive regardless of the hour. It was clear she was avoiding me.
When I went left to talk to her, she went right. If I went right, she went left. So I kept coming back during her shift. Eleven o'clock on a Saturday or two o'clock on a weekday – it didn't matter. She is a well-liked and well-respected nurse, and I knew her insights would be of great value. Then one night she finally came to me and shook my hand. She said, “Okay, I appreciate you being here. Especially during the night shift. Let’s talk.”
Leadership axiom: Presence is the basis for influence.
It may take time and persistence to make connections, but the effort is worth it. So make the effort, hold meetings that don't focus on a specific level, and take a tour. What you hear will open your eyes.
2. Promote trust and lead with emotional intelligence
My goal in establishing a connection with the lead nurse was to create positive change and alleviate the pain points the team was facing, but I needed her help to understand these possibilities. Building trust through a transparent leadership style allows for a mutual understanding of the realities the team faces and, in turn, what the leadership wants to achieve.
Leadership Axiom: Transparency creates trust and trust creates great relationships.
Relying on outside consultants to tell managers what team members are thinking is antithetical to relationship building. I pride myself on being open about what drives the decision-making process and engaging people to develop solutions together. Still, trust can be destroyed when transparency reveals problems that go unaddressed. That's why the next point is so important.
Related: I Invited My Employees to “Ask Me Anything.” Here's what I learned.
3. Reducing administrative burdens to strengthen teams
In healthcare, human connection is crucial. However, team members' responsibilities also include adhering to procedures and managing paperwork, which can occasionally be challenging – and many other industries face similar challenges.
Leadership axiom: A manager's responsibility includes relieving the burden of unnecessary tasks.
Leaders must remove obstacles that prevent team members from focusing on their core tasks. Therefore, consider implementing these operational efficiencies:
- Investing in technology to simplify daily tasks and activities.
- Removing box-ticking tasks like creating reports that are simply done because “that’s how it’s always been done.”
- Removing training modules that are unrelated to team member roles.
- Eliminate the culture of including everyone in meetings; Only include those who need to be present. If the information can be shared via email, a meeting is not necessary.
4. Establish forums for stakeholder feedback
At AtlantisCare, active listening is key to our success. Together with my leadership team, we look for ways to bring team members together by building forums and councils where they can share feedback and have honest dialogue.
Leadership axiom: A leader's only asset is the willingness of his team members to contribute.
Therefore, encourage your leadership team to hold skip-level meetings to gain broader insights and strengthen organizational connections. However, for these forums to be successful we must:
- When implementing new programs or policies, ensure team members are involved in the process.
- Encourage team members to make suggestions about what they could do differently or how they could improve things.
- Incorporate first-hand insights into decision-making.
5. Create a culture of problem-solving by always asking “why.”
Active listening is a cornerstone of developing a culture of problem solving and continuous improvement. We need to challenge outdated mindsets and processes by asking “why” – and then asking “why” again to stimulate keen curiosity.
Leadership axiom: The solutions often lie within the team and not above.
My job is not only to listen to the challenges my team faces, but also to equip them with the resources and support they need to solve those problems. Therefore I suggest:
- Illustrate the qualities and behaviors you expect from your team to achieve their goals.
- Providing unwavering support and resources to team members seeking knowledge and information.
- Encourage team members to plan changes as if they were their architects.
- Building a pipeline of future leaders that makes problem solving part of their mindset.
When leaders truly listen, they understand the emotions, concerns, and ideas behind the words. This high level of engagement makes team members feel valued and heard, which in turn increases morale and productivity.
Related: Engage and inspire your team by speaking to them outside of the formal setting
An ongoing conversation
The moment the head nurse acknowledged my presence, I felt like I had made a connection. And it is only because of this connection that we can now be transparent and honest with one another, even if that means we must address issues and challenges head-on to drive necessary change. When business moves at the speed of relationships, the first step is to be present. But you have to be consistent and lead by example. This will be the foundation for successfully bridging the gap between leadership and frontline.
Create your very own Auto Publish News/Blog Site and Earn Passive Income in Just 4 Easy Steps
