And, don’t forget to make things right.
Early in her leadership career, Lisa Carter, CEO of Niswonger Children's Hospital in Johnson City, Tennessee, says she made a big mistake with the schedule in the pediatric intensive care unit. "The nurses were in a mess," she says. "As soon as I found out, I went straight to the unit and apologized. Ending there would have been acceptable, but I knew my mistake created chaos for my team members." Carter stayed with them the entire day and owned the mistake. A week later, a seasoned nurse told her she earned emotional collateral with team members that day. "By apologizing and owning it, I showed I was committed to them," Carter says. "Those simple actions built trust and respect."
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