We all work in teams at UTMB, and we’re all leaders when it comes to the business of offering the very best care and service to our patients and their families. Our success as leaders, colleagues, teachers and friends is dependent on our ability to create an environment that brings out the best in people. Whoever you are, wherever you might be, there are talents to be uncovered in people around you.
If you want to bring the best out of someone, you must look for the best that is in them. As a leader and colleague, one of the most effective things we can do to bring out the best in others is to recognize the achievements and efforts of those on our teams and to share and applaud their accomplishments. Who on your team has helped make your day better, or helped you do your job more effectively? Take time to thank others for the great things they do. Appreciation is something anyone can do and everyone needs.
To that end, small efforts go a long way. Writing a thank you card, sharing some chocolates, or remembering someone’s birthday can help people feel valued for what they bring to the table as part of a team and respected for who they are as an individual. Be present for your co-workers; listen to them, understand the challenges they face, acknowledge their efforts, help them overcome disappointments, and commend them for their successes.
There’s a story I often think of called “Lollipop Moments”, told by Drew Dudley, an expert in leadership development. He often shares his story to illustrate that it is through the small things we do that we can have a great impact on those around us.
The story begins on his last day at college. On this day, a girl came up to him and said, “I remember the first time that I met you.” She then told him the story that happened four years earlier.
On the day before she started college, she was sitting in her hotel room with her parents. She was scared and convinced she couldn’t go through with going off to school. But her parents were very supportive, and whether or not she chose to go to school, they understood. The next day, as the girl stood in line with her family to register for classes, her anxiety grew, and she was about to tell her parents she wanted to quit.
At that moment, Drew came out of the student union building wearing the most ridiculous hat she had ever seen in her life—it was awesome. He had a bucket full of lollipops that he was passing out to people in line and talking about the cystic fibrosis charity he had long supported. When he got to the girl, he stopped. And then he looked at the guy next to her, smiled, and handed the young man a lollipop.
Drew said to him, “You need to give a lollipop to the beautiful woman standing next to you.”
“I have never seen anyone get more embarrassed faster in my life,” she said. “He turned beet-red and wouldn’t even look at me. He just held the lollipop out like this,” shyly offering the lollipop. “I felt so bad for this guy that I took the lollipop, and as soon as I did, you got this incredibly severe look on your face and you looked at my mom and my dad and you said, ‘Look at that. Look at that. First day away from home and already she’s taking candy from a stranger!'”
And she said, “Everybody lost it. Twenty feet in every direction, everyone started to howl. And I know this is cheesy, and I don’t know why I’m telling you this, but in that moment when everyone was laughing, I knew that I shouldn’t quit. And I haven’t spoken to you once in the four years since that day, but I heard that you were leaving, and I had to come up and tell you that you’ve been an incredibly important person in my life, and I’m going to miss you.”
As she walked away, she turned around, smiled and told Drew that she was still dating that guy four years later. A year and half later, Drew received an invitation to their wedding.
Here’s the kicker—Drew doesn’t even remember the encounter at all. Although it seemed like the smallest of acts, to share a lollipop, his action had made a great impact on another person.
Today, Drew calls these “lollipop moments”, or moments where someone said something or did something that fundamentally made life better for someone else. Drew believes one way we can redefine leadership is through lollipop moments, how many of them we create, how many of them we acknowledge, how many of them we pay forward, and how many of them we say thank you for.
We have all experienced our own lollipop moments. We all have likely even been the creator of some whether we remember it or not. I truly believe that sharing these moments with those that gave them to us can have a very positive impact.
Perhaps all these thoughts about showing appreciation and encouraging people boils down to a simple personal commitment—we need to acquire the attitude of believing in and supporting others. Give encouragement to the best you see in others. Let people know they matter.
I recently received news that over the past year, the Transportation Department improved their response time to requests by 8%. Overall, they now currently respond to requests within 20 minutes 82% of the time.
To thank them for this significant achievement, transportation leadership decided to reward the staff with covered cups that say, “Keep a smile in your voice.” What a wonderful reminder to this team that they truly have an impact on the patient and family experience and to their colleagues! In fact, I can recall many patient comments that call out individuals in transportation for their service: “[UTMB has] the best staff, nurses, doctors, transportation people and many others. It was first class all the way; one of the best hospitals I’ve ever been in.”
Pictures of transportation team members were also posted in the hallway beneath a banner that reads: “Attitude is a little thing that makes a big difference.”
It’s great as a leader and colleague to feel positive about an achievement, but make sure others on your team feel elevated by what you have accomplished as well! The credit, the recognition and the idea of giving back once you have a success is what creates an environment in which you can do it again in the future.
Leadership is about something bigger than us—change one person’s understanding of their true impact. There are small things we can do every day—a compliment or encouraging word can help dreams and ambitions become reality, and help everyone at UTMB succeed as we travel down The Road Ahead.