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Eric Douglas in The Leadership Equation. Practices That Build Trust, Spark Innovation, and Create High-Performing Organizations has the following advice for us as pharmacy leaders.  This post is not intended to be a complete summary of this book but rather selected points.

• When trust levels are high teams like pharmacy operate at maximum efficiency. Communication flows. Innovation thrives unfettered by the fear and consequences of failure. Individuals strive to become their best because they trust that their efforts will be rewarded.  When trust is broke, performance levels drop in response. What is the trust level in your workgroup or department?
• To build trust start with yourself as the leader
  • Honor
    • Honorable leaders live up to their commitments
    • Make no promises you can’t keep
    • View your word as a bond with your people so they will reciprocate
    • Take responsibility, give credit where credit is due, behave morally and ethically
    • Always do what is right even if the stakes are high and doing the right thing carries great risk. Mark Twain said “Always do right. This will gratify some people, and astonish the rest”
  • Heart
    • Deeply believe in what you are doing so you have the courage to see it through
    • What distinguishes successful leaders is their ability to sustain their passion through adversity
    • Be willing to experience grave disappointments and the metaphoric depths that all leaders must go through
    • Effective leaders are sustained by an inner energy and drive
    • Their passion inspires those around them and builds trust
  • Humility
    • The ability to accept and admit one’s flaws
    • Not focused on themselves and use the word “We” twice as much as “Me” or “I”
    • Check your ego at the door and channel that energy into developing others and a great pharmacy service
    • Others assume a humble person is more likely to do what’s in the best interest of them and the group
    • If you treat others as equals you are perceived as someone who is fair and who can be trusted
  • Humor
    • People love leaders who display a sense of humor as when you poke fun at yourself others trust meter increases
    • No matter how much you try to control things you can’t so don't die trying but rather laugh at the absurdity around you
• Generate the spark of innovation
  • Innovation occurs when people feel their work is fulfilling, when they are focused on achieving an important goal, have the ability to control what/when they do things, when leaders reward them for ideas rather than squelch ideas, feel loose, speak freely and are able to challenge the status quo
  • Assisting people to innovate
    • Be clear about the goal or what will success/winning actually look/feel like
    • Make sure the goal is achievable by asking what resources will be needed and what the challenges will be. You can’t expect to get the best out of people if the quest is impossible or even improbable
    • Provide people the freedom to figure it out so don't micromanage or indicate how you would do it. Give them permission to challenge the status quo or start with a blank sheet of paper versus tweaking.  Count to ten before saying no to their ideas
    • Put people together who truly enjoy working together as your roll is to put the best team on the court
    • Make people feel good about what they’re doing. Praise works magic especially for actual work being done. To express appreciation takes all of five minutes but it will be remembered for days and maybe weeks.   

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