xAnd when they raised their hands, the new medical director said: “Great! You are all fired.” The quick look of shock and surprise was all over the place. And then this newly installed medical director says: “Any department who places billing above care? You will be terminated.” Letting the words sink in for a moment, the new leader says: “So how can I help? You know, we all feel like the system is too big to change, but WE ARE THE SYSTEM, and we need to change. Let’s be doctors. Okay?”
Right there and then, I knew that “The New Amsterdam” offers suitable leadership lessons through its series, and I watched all two seasons of it. The expression that came from the new medical director, “How can I help?” became so engrained in the new culture built by the leaders of an age-old institution led and challenged by this new leader, and it made all the difference.
To be able to communicate effectively is vitally important to your leadership effectiveness. Now I am not recommending that you threaten to fire all of your seniors, but good leaders inspire their people with powerful words and not just by mere talking. What are your expressions? What are the words your people constantly hear from you?
Considering the countless human interactions you conduct with your people on a typical workday, the verbal expressions you deliver consciously or unconsciously can help you increase trust and enhance your relationship.
Let’s start with the favorite expression of this medical director:
1. “How can I help?”
Never is this phrase more vital and most helpful than during the pandemic. During these times of high stress, anxiety, and fear, team members face deadlines amid challenging situations. Offering to help demonstrates the leader’s genuine care and concern for the people.
2. “What do you think? And what would you advise?”
Asking for advice does not make a leader weak. On the contrary, asking for advice and listening to the opinions of others is a sign of the leader’s security and openness to ideas. It shows the leader’s respect for the people. This expression alone displays humility and honesty and allows the team members to be the same – teams connect and collaborate better, a recipe for good business outcomes.
3. “I appreciate what you are doing.”
Good leaders do not find this expression cheesy. They merely provide honest and fair compensation for the work and their people’s sacrifices. The two top reasons why good people quit remains the same, and it is so easy to address:
a. Cannot get along with their bosses.
b. The feeling that they are unappreciated.
The prevalent causes are so shallow and easy to deal with. And all it takes is for the immediate bosses to show genuine care and appreciation. Thinking more profoundly, it seems that it is not that easy after all, and this is why until today, the reasons for people quitting remain the same.
4. “It’s not me; it’s the team.”
Individually, the leader can talk to the members and say: “We could not have done it without your hard effort.” This is not just showing gratitude for exceeding expectations but to let people know that they are valued.
The next expression is a challenge! It is difficult for me as a leader to say and difficult for me as a speaker to express too.
5. “I honestly do not know.”
I have witnessed speakers squirm with discomfort as they try to answer complex questions from the audience to which they have minimal knowledge. The harder they try, the deeper they sink. Today I say, “That question is way above my pay grade, and I do not know how to answer it.” It brings a little laugh from the audience yet liberates me from pretending and bluffing my way through. When the leaders admit they do not know and then rally the team to find the answer, it promotes honesty and trust. It also shows that the leader is vulnerable and, above all, human. Vulnerability builds credibility.
I hope these are the expressions you deliver as a leader and make sure that they come from the heart and not from a script. Scriptures say: “Out of the fullness of the heart, the mouth speaks!”
(Francis Kong will run his Level Up Leadership 2.0 Master Class Online on April 20, 21 and 22. For inquiries and reservations, contact April at +63928-559-1798 or and for more information, visit www.levelupleadership.ph)