Trust Is Pivotal to Success

Without trust, privacy and confidentiality become meaningless. The most vital resource in a health care organization is the staff. The CEO must assign responsibilities to both line and staff employees on the basis of capability. The CEO must recognize the differences and needs of each individual, develop their strengths, and provide guidance in times of weakness. Like a conductor in a symphony orchestra, the CEO must produce organizational harmony among the staff. The CEO sets the tone for building trust in the organization. Therefore, it is imperative that he or she be attuned to the needs of those in the front line, those employees who conduct the day-to-day business of the organization and support its mission.

Jack, the newly appointed CEO of XYZ, has been working for 2 years in his position. Staff members have criticized his physical absence and his once-a-year appearance at employee luncheons. Except for the occasional memorandum drafted by other staff members, many employees at XYZ have become discouraged and distrustful of the top-tier vice presidents who were appointed by Jack to conduct business for XYZ. Employees are beginning to leave, and business is going elsewhere.

Discussion

1. Discuss why the CEO must earn the respect and trust of his or her staff. Discuss why:

a. Without trust, one cannot lead.

b. Being heard and not seen is not leadership.

2. What should Jack do to build trust in the organization?