I believe most leaders strive to be trustworthy. There aren’t too many leaders who wake up in the morning, roll out of bed and say to themselves, “Hmmm…I think I’ll try to break someone’s trust today!” Yet even in spite of our best intentions, there will be times when we damage the level of trust in our relationships. Sometimes it’s due to our own stupidity when we make choices that we know are wrong or hurtful to others. Other times we unknowingly erode trust by engaging in behaviors that others interpret as untrustworthy. Regardless of how it happens, breaking trust in a relationship is a serious matter. When a breach of trust occurs, there are six steps a leader should take to repair the relationship:
- Acknowledge that trust has been broken. As we’ve learned from the success of the twelve-step recovery process, acknowledging that there is a problem is the first…
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Contributors: Geri Lynn Baumblatt – Executive Director of Patient Engagement, Emmi Solutions; Greg Berney – Senior Manager of Patient Experience, Cone Health (Originally published for the Association of Patient Experience)
Several months ago, a Patient Experience Manager at Cone Health was rounding with a nurse on a med/surg department. We’ll call him “James.” As James discussed different patient experience improvement tactics, he verbalized a concern with hourly rounding logs. “Each time I put my initials on that log I feel frustration with leadership because it feels like they don’t trust me.” Leaders, in turn, felt frustrated because the logs were their only way of ensuring hourly rounding was happening.
While James identified a lack of trust as his main frustration, this also articulates a greater challenge in improving the Patient Experience: ensuring our goals and how we motivate caregivers to meet those goals match. As James would tell you…
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