Building a Foundation of Trust in Healthcare Leadership
Why Build Trust?
In our conversations with colleagues and coachees, one quality consistently emerges as the most valued in leadership: trust. Trust is not just an ideal; it’s the cornerstone of effective leadership, especially in the high-stakes environment of healthcare. When team members trust their leaders, they feel valued, heard, and safe to express their thoughts and concerns. In my conversations with colleagues and coachees, one quality consistently emerges as the most valued in leadership: trust. Let’s explore three actionable behaviors that can help you build a solid foundation of trust within your team.
1. Embrace Vulnerability
One of the most powerful ways to build trust is through vulnerability. Sharing your own struggles or mistakes doesn’t weaken your leadership; it humanizes you. This openness encourages collaboration and fosters a culture of learning.
“When my leader shared her own mistakes, it made me feel like it was okay to take risks without the fear of judgment.”
Example
During a team meeting, you discuss a project that didn’t go as planned. You describe a mistake you made and the conflict you had to navigate. By role modeling vulnerability and sharing what you learned, you encourage team members to share their setbacks, creating a supportive learning environment.
Take Action
Turn your learning into a story. Reflect on a recent challenge you faced—perhaps it was a conflict with a colleague or an oversight on a project. What did you learn? How will you approach the situation differently next time? Prepare to share these insights with your team, adjusting details as necessary to protect individual privacy.
Humans are naturally drawn to stories because they engage our emotions and help us connect with others on a deeper level. Storytelling transforms abstract concepts into relatable experiences, building trust with the learners. When we hear a story, we not only absorb facts but also grasp the values and lessons embedded within, creating a lasting impact.
To make this actionable, use the Context > Action > Result framework.
Create space for sharing in one-on-ones. Establish regular check-ins where team members can discuss their own experiences and vulnerabilities. Ask questions like:
What did you learn this week?
Are there any barriers you’re currently facing that you want to work through?
How are you feeling about your current workload or responsibilities?
Is there anything weighing on you that you’d like to discuss?
2. Recognize Meaningfully
Acknowledging the achievements of individual team members builds trust and reinforces their value. Recognition fosters a positive atmosphere where people feel appreciated for their efforts.
“I’m okay sharing credit, but it burns me when my boss solely takes credit for my work.”
Example
Reserve time during team meetings to highlight specific accomplishments. If an employee innovates a new patient care technique, give them the opportunity to share their success with the team.
Take Action
Build recognition into your daily, weekly, and monthly routines.
During huddles or rounds, identify one amazing behavior of an employee.
Invite team members in huddles to recognize each other.
Before team meetings, send out a call for recognition, compile the responses, and share them during the meeting.
Make recognition specific.
Praiseworthy Action: “You showed exceptional empathy when you spent extra time with Mr. Thompson during his discharge.”
Why It’s Valued: “Your willingness to listen to his concerns and answer his questions helped ease his anxiety about going home.”
Impact: “Your efforts contributed to a smoother discharge process, ultimately enhancing his satisfaction and modeling compassionate care for the team.”
3. Express Empathy
Empathy allows leaders to appreciate diverse perspectives within the team. By actively listening and validating concerns, you create a supportive environment where everyone feels heard.
“When I felt my concerns were understood, I was more willing to share my ideas and collaborate with others.”
Example
During a discussion about a new policy, a colleague expresses frustration. Instead of dismissing their concerns, you take the time to listen, ask follow-up questions, and acknowledge their feelings. This not only builds trust but also fosters constructive dialogue.
Take Action
Practice active listening by summarizing what team members say and asking clarifying questions. Try the OARS Technique:
Open-Ended Questions: Encourage deeper conversation, e.g., “What are your main concerns with this new policy?”
Affirmations: Validate their feelings, e.g., “I appreciate you bringing this up; it’s important to address these concerns.”
Reflective Listening: Reflect back what you hear, e.g., “It sounds like you’re feeling anxious about the workload increase.”
Summary Statement: Conclude with a summary, e.g., “Let me make sure I understood. You feel that the timeline is too tight and could affect our patient care standards. Did I get that right?”
Create opportunities for feedback by scheduling regular Town Halls, Office Hours, or intentional rounding where team members can share their thoughts and feelings, ensuring everyone has a voice.
Reflection
As leaders, every interaction is an opportunity to build trust. Whether it’s a quick chat in the hallway or a formal meeting, how you engage with your team shapes your leadership identity. Building trust in your team is an ongoing journey that requires intentionality and effort. By modeling vulnerability, recognizing contributions, and cultivating empathy, you establish a strong foundation of trust that enhances collaboration and empowers every member. Remember, each interaction is an opportunity to reinforce this trust—embrace those moments, and watch your team flourish!