Leadership is a skill set to be learnt and used by all nurses. It’s as simple as getting people to do things that you need or want done your way. Whether you can influence and inspire others to follow your lead depends on your expertise (i.e. knowledge and skills), your behaviour and your attitude.
In leadership, know, like and trust are fundamental to being able to move the team in the direction you want them to go, whether it be getting them to improve their behaviour when dealing with visiting consultants and relatives of patients, or maintaining a positive culture through massive change.
Know you, like you, trust you factors are terms used by sales and marketing professionals. The premise is that when all things are equal – the price, the quality and the availability of a product – the person with the highest know, like and trust factors will get the sale.
If you want your team to actively support you in achieving your goals, you should want to understand the precepts of the know you / like you / trust you triad.
According to Albert Mehrabian, only seven per cent of our communication is the words we speak. Thirty eight per cent accounts for the tone, syntax pitch, volume and speed of delivery, etc. That leaves fifty five per cent of our communication attributed to our facial expressions or body language. We are communicating even when we are unaware of it.
Empathy is the emotional intelligence skill of being able to see the world from the perspective of another. It allows us to honour another by being fully present when they speak. Empathy is not to agree with another but to respect the other’s right to express their opinion.
“Trust affects a leader’s impact and the company’s bottom line more than any other single thing” (David Horsager 2012).
The universal key performance indicators in healthcare of improved productivity, improved patient care outcomes, improved experience for external customers and improvement to the organisation’s ‘bottom line’ will be more easily achieved when you build these three basic human qualities of like, know and trust.