In the healthcare business, we talk a fair amount about the Triple Aim for improving the U.S. health care system. The Triple Aim is a framework developed by the Institute for Healthcare Improvement (IHI) that describes an approach to optimizing health system performance. It is the IHI’s belief that new designs must be developed to simultaneously pursue three dimensions, which they refer to as the aforementioned, Triple Aim:
1. Improving the patient experience of care (including quality and satisfaction);
2. Improving the health of populations; and
3. Reducing the per capita cost of health care.
Achieving the Triple Aim in healthcare is not easy, requires considerable effort, and demands focus.
My long-time leadership mentor refers to the practices of Listening, Learning and Leading as necessary for effective leadership. In discussing my personal version of Listen, Learn and Lead, I will use the term Triple L. To me, achieving Triple L is as critical for successful leadership and effective human relations as the Triple Aim is to improving healthcare.
When working with clients, prospects and fellow employees at 220 Cornerstone, we follow a simple formula to effectively help others be more successful. We first must understand them. We then can educate them, and work collaboratively to help them.
Understand Them
This is a premise that our practice is focused on you, your needs and your desires. It is all about you as we ask questions to learn from you as much as possible. We call it ‘getting to the truth.’ Getting to the truth is critical to understanding someone else and what it will take to best help them be more successful.
Getting to the truth requires good communication. Communication skills are a critical success factor, and require more than speaking and writing skills. It all begins with listening. Did you ever talk to someone and feel as though they were listening but not hearing you? Better yet, did you ever listen and instead of trying to understand them, focus primarily on preparing a response? You are surely not alone. In fact, it would be a great gamble to bet on everyone admitting to having committed this very act.
So, you must listen to hear, and understand who you are communicating with if you want to get as close to the truth as you possibly can. That requires patience and focus. Listen to hear by asking questions, repeating what you think you understand for validation, and asking for help from the one answering the questions so that the two-way communication is truly two ways.
Educate Them
After understanding others, we can help them understand us, and what capacity we possess to help them. As we listened and learned about them, we need to help them listen and learn about the value that we can deliver; and we must do so in that order. The principles and skills are similar. We must communicate effectively so that they can understand how we can assist. In this situation, we must eliminate assumptions such as ‘I’ve said it so they must understand it.’ We have all heard about what occurs when we assume. How do we eliminate assumptions? We ask questions so that we have ample two-way communications to assist with more thorough understanding. We make sure we repeat what was said and show concern for others by encouraging them and allowing them to ask any questions that they may have. Watch facial expressions and body posture to better understand whether they understand. If someone has a perplexed look, chances are they have questions or doubts about what has been communicated. If they cross their arms, perhaps you should stop and try to engage them versus what we refer to in sales as ‘telling.’ Telling is allowable only if in the context of two-way communication versus simply spouting out your story. Without effectively educating the other party about what your capabilities are, they will never see clearly how you can help them.
Helping
This is a ‘we’ concept that must always include thoughts such as teamwork, collaboration and continued communication. Helping someone is servant leadership because you are giving yourself to help them be more successful. It takes intentional effort, even after years of practicing. Practice doesn’t make perfect, but if practicing good habits coupled with good intentions, it does become better. When others understand how much you care because you listened and learned, and then you educate them on your ability to assist, they will be much more receptive to accepting the help that you are offering.
Triple L
Combining listening, learning, and leading with intentions of helping others be more successful, is a great way of adding value to them. It also helps build strong relationships professionally and personally with them. There are no shortcuts or substitutes. Not technology, not mediators and surely not avoidance.