A Leader’s Role to Serve
Within any organization, employees at any level can be leaders in their own capacity. Strong companies enable all employees to make an individual contribution. It is the job of everyone in the company to collaborate to serve the organization’s mission as well as achieve personal growth. This encompasses two main features:
Empowerment:
Encourage regular dialogue and feedback. At Cleveland Clinic Abu Dhabi, Caregivers, the unique name we give to all of our employees, are encouraged to clarify the organizational needs and barriers to success through daily huddles, surveys, all-staff Town Halls and one-on-one conversations.
Know what you don’t know. We take a strengths-based approach to leadership, relying on Caregivers as experts in their respective fields to determine what’s being done well and what can be done better.
Trust employees’ judgment. We provide our Caregivers with the tools they need to succeed and solve their problems both independently and within their teams.
Addressing Needs:
Ask questions. Our executive team regularly circulates through the organization to proactively ask Caregivers at the front line whether they have what they need to do their job. This creates a culture that empowers employees to speak up about what is working and what is not and encourages them to replicate this exercise amongst each other.
Help your colleagues. Employees should work to eliminate the problems that stand in the way of their coworkers and hinder their success. Depending on the employee’s level and responsibilities, this could range from clarifying a concept and supporting on a task to streamlining processes and changing a standard operating procedure. When an employee needs support, it is a colleague’s job to acknowledge the problem and to address it if feasible.
So how does this facilitate leadership within a hospital?
As well as benefiting employees, this approach encourages people to think about how their work will serve a greater mission and ultimately help put Patients First. In a thriving culture, the sense of feeling empowered and heard encourages employees to share their concerns and address any gaps in the system to ensure patient safety and the delivery of world-class quality of care.
What do you do to serve your colleagues?
Compassionate | Caring | Innovator | Team building | Veteran | Strategic Thinker | Collaborator | Results Oriented | Culture | Financial Acumen | Seeking Executive, Consultant and Board Roles
8 年Thanks Marc for your post. Leaders who listen and are there have a huge impact on their employees' motivation and conduct. While serving in the Army we took care of our Soldiers, jumped out of airplanes with them, ruck marched with them, and deployed into harm's way as well. It was a team sport. Yet, those same Soldiers knew that they could bring you their problems or recommendations for success. I learned so much from my Soldiers and did so by listening and setting forth the climate that encouraged communication.
Strategist | Researcher | Manager
9 年Dear Marc, This is an interesting article due to its easy ability to remember the theory and apply it into practical context. I often utilise these leadership strategies to serve my colleagues and experience that they work so well. Greatly appreciated :)
IT Manager at UPS
9 年Marc, your method and approach can easily be applied to any business with great success. However. as an advocate for my daughter's healthcare, your article reflects good tones of a good partnership. I feel confident in the outcome of my child's care when those on the front line feel empowered and support one another. Ex. I recently advocated for a new approach for the pain # system for patients with complex care needs. The changes were well received, and with rapid dynamic process improvement (in place) is during my daughter's hospital stay. This is not easily accomplished (period), and to have it transferred from shift to shift is virtually impossible, if it not for a servants mentality amongst the staff and peer to peer support. There were whiteboard sessions and daily goals shared. It was most successful!!! While, I experience many challenges when it comes to complex patient care, I can easily project the benefits of an organization that holistically implements and reflects " A Leader's Role is to Serve". The yield= Excellence and Quality in patient care with a positive long term outcome. Excellent insight!
Technology Investor
9 年The real-world practice of servant leadership as opposed to a top-down, autocratic approach is both an ancient and democratic approach. Kudos on engaging this practice in a visible, measurable and demonstrative way; your team and patients are the beneficiaries.
Benefits Advisor | Life & Health at Risk Strategies Company
9 年A leader's role is to serve. Marc's leadership values and practices can be applied by all industries.