Healing the Hearts of Healthcare: Leadership

Are you carrying the emotional weight of your entire department? As a leader, it is time to use this simple psychological method of "So What? Now What?"In this episode of Healing the Hearts of Healthcare: Leadership, we deconstruct a vital psychological tool for executives and managers. Learn how to use "So What" to objectively detach from the daily whirlwind of healthcare crises, and use "Now What" to invite a different outcome--always responding with love in your heart.We teach you how to shift your leadership style from reactive to reflective. By choosing a "Now What" response of support and empathy, you don't just solve problems—you heal the heart of your team.

Are you leading with passion, or just going through the motions? In the high-stakes world of healthcare, it’s easy to feel "stuck" in the daily grind—but when a leader loses their spark, the whole team feels it. Join Arleen for a heartfelt exploration of how to recognize when you’ve hit a plateau and why taking action is essential for your team’s well-being. Drawing on wisdom from the book Unstuck by Keith Yamashita and Sandra Spataro, this episode is a call to reconnect with your purpose so you can continue to inspire those who provide grueling, lifesaving care every day,

In this week’s episode, Arleen delves into the profound impact of the tragic shooting of UnitedHealthcare CEO Brian Thompson—an event that sent shockwaves through the healthcare industry. The overwhelming public response, marked by anger, frustration, and mistrust, has spotlighted the deep-seated challenges within our healthcare system and the need for leaders to offer continued support to team members. Arleen calls on healthcare leaders to step up during these turbulent times by supporting their teams in reclaiming their purpose. She emphasizes the importance of focusing on what is within their control: approaching care delivery with intentionality, fostering empathy and compassion, and maintaining steadiness regardless of external chaos. Arleen underscores that a leader’s primary responsibility is to create a safe psychological space where team members can perform at their best. Leadership, she reminds us, is a skill honed through practice. By role modeling compassion, offering kind words, and responding with empathy during challenging moments, leaders set the tone for their teams and demonstrate the power of conscious choice. In this episode, Arleen challenges leaders to reflect on their interactions with their teams and evaluate their leadership approach. As healthcare continues to face immense challenges, it is the actions of leaders that will empower their teams to fulfill their calling: caring for others even during challenging situations. Tune in to explore how you can embrace your leadership role and create the conditions for your team to thrive amidst the complexities in the field of healthcare.

In today’s episode, Arleen reminds leaders that every team member has a unique story which may include details you might never know or learn. Regardless of what team members go through, leaders have a duty and responsibility to treat every team member with dignity and respect. Arleen reminds leaders in this week’s podcast of the different ways they fail to show dignity and respect when interacting and communicating with team members. If you are not careful, those interactions may result in team members treating your patients and family members in a way that does not promote dignity and respect.  Arleen invites leaders to look inward, particularly regarding how they interact with team members on a daily basis. If you are going to keep people motivated to stay in the workforce, leaders must evaluate the way they interact with every team member.  You can 100% self-evaluate the way you interact and communicate with team members, especially during those high-stress periods. Learn these simple steps you need to take to ensure every single interaction is one that promotes dignity and respect.

Have you ever hired someone who seemed perfect for your team, only to watch their enthusiasm fade overnight? That once-bright spark begins to flicker, leaving you questioning your decision. In today’s episode, Arleen emphasizes a crucial concept in team performance: the importance of identifying whether challenges stem from a lack of skill, will, or a combination of both. She urges leaders to take prompt action by providing support, encouragement, and guidance. Arleen also highlights the power of asking questions with genuine curiosity. This approach not only challenges your own assumptions but also helps you better understand the support your team members need to regain their confidence and drive. Arleen invites you to tune in and she shares sample questions she used to better understand where to focus your attention and support.

Arleen reminds leaders that to form trustful relationships with team members, you must be genuine, authentic and consistently role model essential leadership behaviors. Arleen reminds leaders in order to influence healthcare workers to come back each day, it starts with forming trustful relationships and modeling these leadership behaviors every single time, with a goal of gaining consistency. Arleen reminds leaders that you must embrace a mindset where you seek to understand by asking questions in awe and curiosity designed to better understand the specific challenges your team members face. And that you cannot influence and motivate your team to return the next day, if you are not role modeling behaviors appropriately especially in those challenging times.   Arleen reviews the 13 behaviors highlighted in Steven M. R. Covey’s great book, The Speed of Trust. By learning these 13 important behaviors, leaders are in the best position to better understand where you need to further develop in order to support team members, so they are motivated to return the next day and do it all over again. Arleen reminds leaders that mastery is achieved through practice, starting with evaluating these 13 behaviors and your ability to consistently demonstrate them with every single team member in every situation. Arleen shares that you can be an exemplary leader who positively influences team members in every situation. 

In this podcast, Arleen reminds leaders that if you want to be the type of leader where people follow behind you, you must learn how to lead consistently from your personal values and organizational values.  That’s right, you are a role model. Values can never just be words on the wall that people walk by. Instead, leaders must learn how to articulate each value in such a way that they understand what is expected and why it is important.  Arleen reminds leaders it’s not simply role modeling the values through your words, deeds and actions, it is also about articulating those values in a way that your team can understand. Arleen shares examples from the ICare Model in healthcare to better direct leaders on ways they can role model each of the values: Integrity, Compassion, Accountability, Respect and Excellence.  Arleen reminds leaders discussing those values during interviews, orientation, onboarding and ongoing 1:1 discussions with team members to ensure they are attracting people who are a good fit for what you are trying to build. Arleen shares examples of how leaders can address performance issues through proactive coaching and redirecting people to self-reflect on those values to identify ways to improve.   You can view all the videos on Arleen’s Healing the Hearts of Healthcare YouTube channel or visit her website at www.healingtheheartshealthcare.com for additional resources. Like, Share and Subscribe!

In this podcast, Arleen reminds leaders of one of their greatest superpowers–being a leader who is encouraging rather than discouraging. Arleen reminds leaders that healthcare workers who provide care delivery are faced with numerous challenges, including not always seeing the best in the people they serve.  Being a great encourager is essential for leaders in creating enthusiasm, hope, optimism and being mindful of your word choices in a way that propels your team forward to face another day. You do this simply with your approach! Think about it–if you encourage your healthcare workers, you role model the behaviors you want to see in them. Arleen reminds you that your patients need encouraging words in order to heal. So go ahead–start using one of your greatest superpowers. Encourage your team members every day, especially when they experience stress. Arleen reminds leaders to always respond in an empathetic and compassionate way, always leading through a spirit of love instead of placing judgment and inadvertently being that leader who discourages instead.

In this podcast, Arleen invites leaders to self-reflect and look inward to find ways to shift from feelings of dread and disliking your job to shifting to a mindset where you LOVE what you do. We discuss when you learn ways to inspire, motivate, encourage, and support team members your confidence will improve, and you will begin to LOVE your job because you are gaining mastery in your competencies. Arleen reminds leaders, of the importance of developing mastery in role modeling those core leadership competencies of optimism, enthusiasm, self-determination, grit and inspiring your teams through re-direction every day. Arleen shares that the work your team members do is full of challenges and can leave team members feeling both mentally and emotionally challenged, often leading to burnout. When leaders don't love or see the benefit of their leadership skills, you miss the opportunity to connect with the people you serve. Arleen invites leaders to this call to action--it is time for change. Leaders must understand that the way you care and support team members during the challenging times, is exactly what they will do in stressful times with patients, family members, visitors and one another. Arleen invites leaders to not waste another minute. Tune in to learn how you can LOVE your role as a leader and reignite your passion for leadership again!

In this podcast, Arleen highlights the important role leaders play in bringing the workforce together by creating something that is bigger than themselves. Arleen shares her dream, a workforce driven by leaders who understand how to create a culture where every person is made to be part of a team, and the support is palpable. Arleen reminds us of the factors that prevent leaders from creating a strong sense of team. (1) Generally, you are not seeing people at their best, because life is full of challenges; (2) Team formation must be directed with intention by leaders who are focused on bringing the workforce together; and (3) Every individual on your team is coming to the workplace with different life experiences, including things that can be triggering to them in how they react. Arleen takes us on a deep dive into one of the episodes from the TV Show “The Bear” nominated for 23 Emmys. She shares how the writing and acting in this series artfully depicts pain, suffering and the worst things about our past experiences and how they surface in highly stressful situations. Arleen discusses how this new restaurant sets a lofty goal to achieve a coveted Michelin star, a recognition of excellence in the culinary world. We discuss how every experience feels like a pressure cooker when they attempt to achieve the impossible. Arleen shares the great work from Patrick Lencioni’s book The Five Dysfunctions of a Team. We dive into a discussion regarding the environment when there is an absence of trust and how that impacts people on a team to support one another beyond their daily assignments. Arleen reminds leaders that with education, and intention, you can create the conditions for team members to thrive, working to support one another, despite challenging and stressful circumstances.

In this podcast, Arleen is joined by guest podcast host, Dr. Beatrice Anduze-Faris, a.k.a. Dr B., for an insightful discussion about the importance of self-care and finding ways to release emotional triggers from past traumatic events. Dr. Anduze-Faris, an experienced clinician in the field of HIV and palliative care, shares her personal learnings and insights as a healthcare executive, Emotional Freedom Techniques (EFT or tapping) practitioner and life transformation coach. Dr. B. leads us into a discussion inviting leaders to find the courage to tend to their own needs first, so that they can lead their organizations even more effectively. In particular, the awareness that past traumatic events can affect us daily, without proper intervention, is key. Releasing the resulting emotional triggers will open the possibilities of living a life that is more connected to our purpose.  Dr. B. reminds healthcare leaders that trauma is "overcomeable” and it is our responsibility to nurture our own needs so that we can be our best selves as leaders. Through the COVID-19 pandemic, particularly in healthcare, the workforce might still be struggling with the effects from exposure to various traumatic events they experienced. They may need to find ways to release that trauma and find joy and purpose again. Dr. B. shares her personal experience as a certified EFT practitioner as a way to release the triggers from past traumatic events and shares the importance of being effective and authentic leaders, building trustful relationships and showing that you genuinely care about your people. When you invest in yourself, you will be more effective investing in the health of your workforce. Then you can support team members to reconnect to their passion of helping others, as their true purpose.  You can connect with Dr. Anduze-Faris by reaching out via email at beatrice@themudojo.org or connecting with her on social media.

In this podcast, Arleen discusses one of the most painful problems in healthcare by sharing the great work in Patrick Lencioni’s book Death by Meeting. Arleen reminds healthcare leaders that meetings can absorb a majority of your time every day, preventing you from interacting with team members, patients and visitors who need your presence and support. Arleen reminds leaders that if you've ever participated in an unstructured or poorly run meeting, you understand firsthand that achieving deliverables and moving targets can feel like you are pushing a large boulder up a hill. Arleen shares with leaders the importance of developing strong time and organizational management skills and being aware that any loss in productivity and efficiency from poorly run meetings, should be raised up for discussion.  Arleen shares her personal experience working with one organization, Novo Nordisk Inc., who used LEAN methodology over 15 years ago to transform the way meetings would occur in every part of the organization around the globe. Wasteful practices such as poorly defined agendas, inadequate facilitation practices, lack of participant preparation/engagement and failure to keep time to task were corrected with the implementation of a more efficient and consistent set of standards and expectations regarding use of time during meetings.  Arleen shares how Novo Nordisk Inc., a global healthcare company headquartered in Denmark, instituted a global process-improvement initiative known as “Meeting Effectiveness” which added structure and effectiveness for leaders and team members to ensure time was not wasted, allowing leaders to spend quality time with their team members from attending too many meetings. Arleen reminds every leader that it takes courage to speak up and protect your greatest commodity–your time lost attending unproductive meetings. When we find strategies to improve meeting effectiveness we increase engagement, productivity, efficiency, quality care and patient outcomes.

In this podcast, Scott Ellner, DO, MPH, MHCM, FACS returns to join Arleen as guest podcast co-host to discuss the important considerations regarding artificial intelligence and how it relates to leaders, your workforce and the patients you serve. Technology continues to evolve and is an important aspect in healthcare delivery. Scott shares insights from current research regarding looking at artificial intelligence as augmented intelligence for healthcare workers and what you need to consider in order to stay competitive. Leaders must understand how artificial or augmented intelligence will support healthcare workers and the role it plays in improving patient outcomes. With artificial intelligence there will be legal, regulatory, ethical and financial considerations that will require us to make decisions regarding its use and the opportunities to evaluate it for your teams. Scott reminds leaders that artificial intelligence can never replace your authenticity as a leader. And that you must build trustful relationships and seek opportunities to provide additional support to the healthcare workforce every day. Authenticity is what will help leaders to create the path for change to occur in healthcare.

In this podcast, Arleen is joined by co-host Veronica Barber, EdD. for a discussion about the importance and power behind emotions and how they affect your ability to lead healthcare workers through the day-to-day challenges. We discuss, as leaders, when we better understand how to manage our emotions we can navigate with ease, calmness and connect with every team member on an emotional level. Veronica reminds our audience that empathy is a critical skill set for leaders and healthcare workers to connect with people on a cognitive and emotional level. However, leaders must understand that it is okay to feel what your team members are feeling, but you must shield yourself from absorbing everyone’s energy, otherwise it will wear you down.  Veronica educates us on the differences between introverts and extroverts and how as leaders we need to recognize the individual needs of your team members. Veronica also shares from the research the concepts of emotional contagion and antifragility and how they relate to our emotions. Arleen and Veronica share what leaders need to know when it comes to the power of emotional intelligence and how it is needed to sustain the workforce.

In this podcast, Arleen reminds leaders in healthcare that taking a humanistic approach and showing your workforce that you care is essential. Arleen reminds leaders that the experiences your workforce face every day are highly complex and full of challenges. Your ability to inspire, motivate or offer words of encouragement might just be the one thing that keeps them coming back.  Arleen reminds leaders of the importance of developing your expert noticing skills. Whether it is spotting a team member who needs help, emotional support, or just words of encouragement you taking action is what your team needs from you. Arleen reminds leaders that if you don’t prioritize taking time out of your busy day to show you care about your team, then you shouldn't be surprised when they do the same with their patients. You are in the business of caring for people. That means you must care for your workforce. Arleen reminds leaders that if you don't build in daily practices to show people you care, you may find it harder to attract those caring, compassionate people.

In this podcast, Arleen discusses the important role leaders play in demonstrating ownership and accountability especially when delivering feedback to team members. Arleen reminds leaders of their duty to inspire, motivate and engage with team members, but more importantly to share ways to make an impact on the day-to-day experiences your team members face. Arleen reminds leaders that an important aspect of your team’s success is supporting your team members to heal their hearts through daily self-care. Arleen discusses how healthcare is unpredictable, which causes the workforce to experience challenges every single day, sometimes resulting in stressful behaviors to surface. Arleen reminds leaders that you set the conditions for the conversations to happen naturally and organically. Arleen shares key principles to consider before delivering feedback to your team members. Learning how to create a psychologically safe place where feedback is shared as a teachable moment that allows the person to self-reflect and be open to receive the feedback.

In this podcast, Arleen shares the importance of developing your communication skills to achieve mastery as a core leadership competency in order to support team members in healing their hearts from their day-to-day experiences. Arleen reminds leaders when you are not able to set strategic plans and/or execute them, it affects your credibility as a leader and your messages may land poorly. Arleen helps decode some common traps that leaders face with communication and developing leadership skills. When leaders are unclear in delivering key messages, do not properly set expectations or have not developed effective listening skills, it absolutely affects your team members view you as a credible leader.  Arleen reminds leaders of the importance of creating a structure or outline every time you engage in those difficult or challenging conversations. Doing this simple prep activity will help you achieve mastery through practice and build your confidence. Arleen reminds leaders that when you develop your communication skills and learn how to inspire and motivate your team members, you are in the best position to grow your talent and to feel extraordinary about your leadership skills. Arleen reminds leaders that when you motivate people in your organization through effective communication skills, you will achieve personal and professional satisfaction and be in the best position to support team members.     

In this podcast, Arleen shares how you can be a not so undercover boss in order to support team members. Through storytelling, Arleen shares how sitting with a team member to better understand how he managed the flow of 200-300 emails every day opened her perspective and created an educational opportunity for all team members. Arleen reminds leaders that creating a safe psychological space, and getting the permission of the team member is necessary before shadowing them. Arleen reminds leaders of the importance of using the opportunity to be generous with praise and appreciation during the experience. Arleen also reminds the importance of clearing roadblocks and barriers in order for team members to become more efficient and effective, ultimately making them happier.   Arleen shares how Costco uses their secret shopper program to improve the customer service experience without making it punitive for team members. By understanding the perspective from the lens of your team members, you are best positioned as a leader to improve systems and internal processes. Arleen reminds us you can use this opportunity to advocate and sponsor team members to be seen for their skills and talents while supporting their professional development. 

In this podcast, Arleen reminds leaders that team members secretly wish and hope for the day when they can just return to pre-covid days of providing care. However, just like when a person loses a loved one, it is normal to crave a return to prior times. Arleen reminds leaders that the business of healthcare will continue to evolve, and leaders play an important role in supporting team members every day.  Arleen reminds leaders of their duty and responsibility to support team members to heal their hearts from their day-to-day experiences and offers a new approach to creating a new normalcy through leadership. Arleen shares with the leader's common triggers and traps that can rob a leader of their credibility and create an inability for team members to follow behind them. Arleen shares simple solutions that will help leaders connect to team members and provide meaningful support.   Arleen shares the lessons from Chade-Meng Tan, author of Search Inside Yourself citing leadership lessons from Anthony Hsieh, former CEO of Zappos and the important role leaders play in helping team members achieve a higher purpose. Leaders must understand the important role they play in creating the environment where people are motivated by a higher sense of purpose. According to Hsieh, under these conditions, “work can become a source of sustainable happiness.” Arleen ends the podcast inviting leaders to identify their personal values to ensure when they show up, they are leading from a place of authenticity. 

In this podcast, Arleen discusses several important lessons regarding the power of your communication, including your words and how you say them. Arleen shares lessons from the book, Leadership is Language by L. David Marquet, a retired United States Navy captain. Arleen shares what leaders need to keep top of mind to empower and engage team members. Arleen shares from Marquet’s book, the story of the El Faro, a container ship that sailed directly into a hurricane resulting in the death of the entire crew. Arleen shares words from the transcripts of both captain and crew member responses leading up to the ship sinking.   Arleen also reminds leaders of Toyota’s use of the Andon Cord on their production line to empower team members to raise up communication whenever quality is suspected to be compromised. Arleen reminds leaders in healthcare of similar measures we use to ensure patient safety, especially with communication.   Finally, Arleen reminds leaders how authority and hierarchy play a role in communication. Arleen shares insights from John Miller’s book, Flipping the Switch for leaders to learn how to unleash the power of QBQ (Question behind the question). Arleen shares why leaders must ask better questions and improve your coaching skills to help team members achieve their highest potential. Arleen ends the podcast reminding leaders of typical traps in communicating with team members.