Communication, Teamwork Can Foster Resilience, Says Dr Lee Norman

The best leaders are those who foster open communication, says Lee A. Norman, MD, MHS, MBA, who appeared at The American Journal of Managed Care®’s Institute for Value-Based Medicine® event on population health in Kansas City, Missouri. Norman, who is senior medical director for Optum Care Kansas City, served as the secretary of the Kansas Department of Health and Environment from 2019 to 2021 under Governor Laura Kelly. He also served in the US Air Force and later as a colonel in the Kansas Army National Guard.

Transcript

How can communication and teamwork play a role in building resilience among health care providers, and how should leaders foster a safe and positive environment and one that encourages people to speak up?

That is so critical, because the best leaders are those who foster open communication, open and very direct communication amongst team members and amongst team members and leaders. And it's very deliberate communication. I call it the assertiveness script. Actually, that was something taught to me by my daughter when she was just a little kid. And that was, "Dad, if you have something to say, say it. Ddon't hint at things, I can handle it, be straight up with me." And I really learned and took that to heart and have as a leader ever since. Encourage people to speak up because if I'm going to miss step, I want somebody to help me to identify it before I misstep.

And that requires, fundamentally, trust amongst team members, team leaders, you know, and sometimes as a leader, you lead; sometimes as a leader, you follow; and you have to learn followership as well as leadership. But I think the fundamental, is open and unimpeded communication between all the members of the team. And being honest and letting me know, if I got egg on my face, I want you to tell me, and because I don't want to go down that path.