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.
Know you – Communication
- According to Simon Sinek we are ‘herd animals’ – we work better and achieve more when we come together to achieve a common goal,
- Build connections by spending time with your team, either at work or socially,
- Share some of your life – your family, your hobbies, your passion (workplace appropriate),
- Be accessible,
- Be approachable,
- Be visible,
- Encourage conversation and feedback.
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.
Like you – Empathy
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.
- Listening skills – be a conscious and engaged listener, don’t interrupt,
- Give people a chance to express themselves, their beliefs and motives,
- Make a contribution,
- Be respectful,
- Acknowledge the people you work with – praise publicly for work well done.
Trust you – Integrity
“Trust affects a leader’s impact and the company’s bottom line more than any other single thing” (David Horsager 2012).
- If you talk the talk, then walk the walk. Don’t expect behaviour and attitudes from others that you do not exemplify,
- Treat people the same and equally,
- Be consistent and keep commitments,
- Be fair,
- Develop your emotional intelligence,
- Clarify your expectations.
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.
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- Covey, SMR, How the best leaders build trust, viewed 11 May 2016, http://www.leadershipnow.com/CoveyOnTrust.html
- Horsager, D 2012, Forbes leadership forum, viewed 11 May 2016, http://www.forbes.com/sites/forbeslea…7a48b
- Sinek, S 2014, Leaders eat last: Why some teams pull together and others don’t, Penguin Books Ltd, London, England
- Prescott, C, Leadership: Do they know, like and trust you?, viewed 11 May 2016, https://www.careersingovernment.com/tools/gov-t…rust/
- Mehrabian, AM, Communication Research, viewed 11 May 2016, www.businessballs.com
Janette Cooper is a registered nurse, writer and speaker. She has had articles published in the Australian Nursing and Midwifery Journal on personal development for nurses. In May 2015 she presented at the South Australian Gastroenterology College of Australia annual conference on emotional intelligence in the workplace. She has a Bachelor of Nursing and a Grad. Cert. in Health Service Management from Flinders University and a Certificate in Gastroenterology Nursing from The Queensland University of Technology. In 2012 she began a life coaching course with The Coaching Institute in Melbourne which has allowed her to combine her two passions of nursing and personal development. She divides her time between gastroenterology nursing and promoting personal development and leadership in nursing through her writing and her professional development workshops.