Thoughts on Servant Leadership

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<span class="field field--name-title">Thoughts on Servant Leadership</span> </h1> <article class="node node--type-resource node--view-mode-full"> <div class="node__content"> <div class="date-time-share-container"> <div class="field-group date-time-container"> <div class="field field--name-field-publication-date field--type-datetime field--label-hidden field__item"><time datetime="2024-10-09T12:00:00Z" class="datetime">October 9, 2024</time> </div> <div class="field-group time-taken"> <div content="2" class="field field--name-field-time-to-read field--type-integer field--label-hidden field__item">2 minute</div> <div class="field field--name-field-engagement field--type-list-string field--label-hidden field__item">read</div> </div> </div> <div class="share-download-container"> <div id="block-addtoanybuttons" class="block-addtoanybuttons block block-addtoany block-addtoany-block"> <span class="a2a_kit a2a_kit_size_32 addtoany_list" data-a2a-url="https://www.kaufmanhall.com/insights/blog/thoughts-servant-leadership" data-a2a-title="Thoughts on Servant Leadership"><a class="a2a_button_facebook"></a><a class="a2a_button_x"></a><a class="a2a_button_linkedin"></a><a class="a2a_button_email"></a></span> </div> </div> </div> <div class="image-container"> <div class="field field--name-field-banner-image field--type-entity-reference field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/styles/3_1_scale_and_crop_large/public/images/2024-10/servant_banner.jpg?itok=Xo7V3oy6" width="900" height="300" alt="Servant leadership drawing" class="image-style-_-1-scale-and-crop-large" /> </div> </div> <div class="field-group author-container"> <div class="field field--name-field-primary-author field--type-entity-reference field--label-hidden field__item"> <article class="expert-component node node--type-expert node--view-mode-listing-without-bio"> <a href="/experts/lisa-goldstein" rel="bookmark"> <div class="field field--name-field-main-image field--type-entity-reference field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/styles/expert_profile_450x460/public/images/2024-04/Lisa-Goldstien_headshot.jpg?h=56b18868&itok=M1mwvGtb" width="450" height="460" alt="Lisa Goldstein headshot" class="image-style-expert-profile-450x460" /> </div> <span class="field field--name-title field--type-string field--label-hidden">Lisa Goldstein</span> <div class="field field--name-field-position-title field--type-string field--label-hidden field__item">Managing Director</div> </a> <div class="social-links-container loaded" data-marketo-form-email="6564"> <ul class="social-media-links--platforms platforms vertical"> <li class="linkedin"> <a class="social-media-link-icon--linkedin" href="https://www.linkedin.com/in/lisagoldstein-1/" aria-label=" LinkedIn" title=" LinkedIn" > <span class='fab fa-linkedin fa-2x'></span> </a> </li> </ul> <a href="#" class="marketo-form-button-email" data-marketo-form="marketo_form_body_6564" data-expert-id="lisa-goldstein"> <span class="contact-expert-label-long">Contact Expert</span> <span class="contact-expert-label-short" style="display: none;">Contact</span> </a> </div> </article> </div> </div> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p>Over the years, I have met with many hospital leaders who embrace different management styles. Some of the most memorable have been executives who dominated their management teams and stifled independent thought.</p><p>I can only liken this type of management style to kudzu, the sweeping green vine that grows alongside highways. It appears peaceful and harmonious, like one giant piece of thick green carpet, but if you look closely, the vine’s heaviness smothers the flora underneath in an epic oxygen grab.</p><p>I recently learned of a management philosophy that is the exact opposite of kudzu. Servant leadership has been embraced by numerous leaders of not-for-profit organizations and U.S. companies for decades. Servant leadership was developed by Robert K. Greenleaf and articulated in his 1970 essay, “The Servant as Leader.” Greenleaf was an executive at AT&T whose job was to trouble-shoot management problems throughout the massive communications company. Using his vast experience, Greenleaf centered his theory of the servant leader on the executive who embraced employees’ contributions and sought their input to build forward-looking and innovative organizations. The servant leader fostered an environment where collaboration was strongly encouraged, with management often standing in the background. It would seem like not-for-profit hospitals that adhere to the mission of providing excellent healthcare to all would be a natural epicenter for servant leadership.</p><p>I recently had the chance to spend a few minutes with Nancy Howell Agee, CEO Emeritus of Carilion Clinic headquartered in Roanoke, VA, to talk about servant leadership. Nancy began her fifty-year career at Carilion (then Roanoke Memorial Hospital) as a nurse. She then became a hospital administrator and chief operating officer and ascended to President and CEO in 2011. Along the way, Nancy served on several civic boards and was Chairperson of the American Hospital Association in 2018. Nancy is arguably one of the best leaders in not-for-profit healthcare, in part due to her years of experience working at the system she later led.</p><p>As the leader of Carilion, Nancy adopted the idea of servant leadership by abiding to the simple principle that leaders are here to serve. As a leader, she embraced putting others first. “Leading from behind” is how she described it. She reminded me that among the most important people in a health system—in addition to the patients—are the individuals who manage the patients’ care. Servant leadership in not-for-profit healthcare demands group dialogue and discussion, in part because the stakes are so high. Lives are at risk.</p><p>A servant leader needs to be intellectually curious and strive to learn more from their employees as they lead. Every moment spent with caregivers and colleagues is a learning and a teaching moment. Nancy gave the simple example of making rounds on one of the patient floors and having the nurse manager ask for more blood pressure cuffs for the unit. Instead of immediately approving the request, which would have been easy enough, Nancy talked through the request to understand why more supplies were needed. The teacher became the student. It was an opportunity for Nancy to learn about operations from the manager, and then use those learnings for a teaching moment. It wasn’t simply a question of “need” but a “why” moment to find a solution together. Looping back with the nurse manager to ensure that the unit had the supplies was part of that servant leadership.</p><p>The same discussion took place on a much larger scale when Carilion began planning for the construction of its new Crystal Spring clinical tower: again, the focus of the discussion was on learning what was desired versus what was needed and affordable over the longer term.</p><p>While these are two small examples, the point was made. We make better decisions for tomorrow when we engage employees today. At the same time, Nancy pointed out, leaders must lead, making decisions that will move an organization forward, sometimes taking a less desired pathway to get there when needed. These two are not mutually exclusive, but leading an organization forward may be easier when the employees know they’ve been heard.</p></div> <div class="field field--name-field-topic field--type-entity-reference field--label-hidden field__items"> <div class="field__item"><a href="/insights-all?sort=field_publication_date&order=desc&f%5B0%5D=topic%3A1191" hreflang="en">Blog: Thoughts from Lisa</a></div> <div class="field__item"><a href="/insights-all?sort=field_publication_date&order=desc&f%5B0%5D=topic%3A856" hreflang="en">Treasury & Capital Markets</a></div> <div class="field__item"><a href="/insights-all?sort=field_publication_date&order=desc&f%5B0%5D=topic%3A1276" hreflang="en">Leadership & Governance</a></div> </div> <div class="field field--name-field-meet-the-authors field--type-entity-reference field--label-hidden field__items"> <div class="field__item"> <article class="expert-component node node--type-expert node--view-mode-listing"> <div class="node__content"> <div class="field field--name-field-main-image field--type-entity-reference field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/styles/medium_testimonial_circle_215x215/public/images/2024-04/Lisa-Goldstien_headshot.jpg?h=56b18868&itok=w4031Yyd" width="215" height="215" alt="Lisa Goldstein headshot" class="image-style-medium-testimonial-circle-215x215" /> </div> <div class="info-container"> <a class="link" href="/experts/lisa-goldstein"> <div class="name"><span class="field field--name-title field--type-string field--label-hidden">Lisa Goldstein</span> </div> <div class="field field--name-field-position-title field--type-string field--label-hidden field__item"> <p>Managing Director</p> </div> </a> <div class="social-links-container loaded" data-marketo-form-email="6564"> <ul class="social-media-links--platforms platforms vertical"> <li class="linkedin"> <a class="social-media-link-icon--linkedin" href="https://www.linkedin.com/in/lisagoldstein-1/" aria-label=" LinkedIn" title=" LinkedIn" > <span class='fab fa-linkedin fa-2x'></span> </a> </li> </ul> <div class="marketo_email_author_form field__item"> <a href="#" class="marketo-form-button-email" data-marketo-form="marketo_form_body_6564" data-expert-id="lisa-goldstein"> <span class="contact-expert-label-long">Contact Expert</span> <span class="contact-expert-label-short" style="display: none;">Contact</span> </a> <div class="marketo-form-body-email intro-modal" id="marketo_form_body_6564"> <div class="inner-container"> <div class="node__content"> <div class="marketo-form-wrapper"> <h3>Contact Expert</h3> <div class="field field--name-field-marketo-form field--type-marketo-form-field field--label-hidden field__item"><script src="//app-sj04.marketo.com/js/forms2/js/forms2.min.js"></script><form id="mktoForm_6564"></form></div> <div class="field field--name-field-marketo-submit-text field--type-string field--label-hidden field__item">Submit</div> </div> </div> </div> </div> </div> </div> </div> <div class="bio-container"> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item">Lisa Goldstein is a nationally recognized analyst, speaker, writer, and expert on not-for-profit healthcare. At Kaufman Hall, she is a member of the Treasury and Capital Markets practice and Thought Leadership team.</div> <div class="field field--name-field-marketo-submit-text field--type-string field--label-hidden field__item">Submit</div> </div> </div> </article> </div> </div> <div class="field field--name-field-section-title field--type-string field--label-hidden field__item">More Thought from Lisa</div> <div class="field field--name-field-components field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type--from-library paragraph--view-mode--component"> <div class="field field--name-paragraphs field--type-entity-reference-revisions field--label-hidden field__item"> <div class="paragraph paragraph--type--featured-component paragraph--view-mode--title-label-only"> <div class="paragraph paragraph--type--featured-insights paragraph--view-mode--title-label-only"> </div> </div> </div> <article class="resoure-blog-type pathway-486 pathway node node--type-resource node--view-mode-component"> <a href="/insights/blog/stronger-hospital-financial-performance-continues"> <div class="node__content"> <div class="content-img"><img src="/sites/default/files/styles/16_9_scale_and_crop_small/public/images/2024-08/financial-performance_thumb.jpg?h=b69e0e0e&itok=4Xou1_DC" width="660" height="371" alt="Consultant working on computer" loading="lazy" class="image-style-_6-9-scale-and-crop-small" /> </div> <div class="mobile-content-img"><img src="/sites/default/files/styles/16_9_scale_and_crop_medium/public/images/2024-08/financial-performance_thumb.jpg?h=b69e0e0e&itok=WP1LxqhG" width="900" height="506" alt="Consultant working on computer" loading="lazy" class="image-style-_6-9-scale-and-crop-medium" /> </div> <div class="field--name-field-resource-type">Blog</div> <div class="content-wrapper"> <h2>At the Midway Point, Stronger Financial Performance Continues</h2> <div class="field field--name-field-publication-date field--type-datetime field--label-hidden field__item"><time datetime="2024-08-28T12:00:00Z" class="datetime">August 28, 2024</time> </div> </div> </div> </a> </article> <article class="resoure-blog-type pathway-486 pathway node node--type-resource node--view-mode-component"> <a href="/insights/blog/can-one-drug-change-hospital-industry"> <div class="node__content"> <div class="content-img"><img src="/sites/default/files/styles/16_9_scale_and_crop_small/public/images/2024-07/weight-loss-drug_thumb.jpg?h=b69e0e0e&itok=0k_cF6uc" width="660" height="371" alt="Weight loss drugs" loading="lazy" class="image-style-_6-9-scale-and-crop-small" /> </div> <div class="mobile-content-img"><img src="/sites/default/files/styles/16_9_scale_and_crop_medium/public/images/2024-07/weight-loss-drug_thumb.jpg?h=b69e0e0e&itok=Rcc7Njrc" width="900" height="506" alt="Weight loss drugs" loading="lazy" class="image-style-_6-9-scale-and-crop-medium" /> </div> <div class="field--name-field-resource-type">Blog</div> <div class="content-wrapper"> <h2>Can One Drug Change the Hospital Industry?</h2> <div class="field field--name-field-publication-date field--type-datetime field--label-hidden field__item"><time datetime="2024-07-17T12:00:00Z" class="datetime">July 17, 2024</time> </div> </div> </div> </a> </article> <article class="resoure-blog-type pathway-486 pathway node node--type-resource node--view-mode-component"> <a href="/insights/blog/importance-humility-and-memorable-forgettable-rating-meeting"> <div class="node__content"> <div class="content-img"><img src="/sites/default/files/styles/16_9_scale_and_crop_small/public/images/2024-06/presentation-meeting-thumb-V2.jpg?h=b69e0e0e&itok=41blH5TQ" width="660" height="371" alt="Business presentation" loading="lazy" class="image-style-_6-9-scale-and-crop-small" /> </div> <div class="mobile-content-img"><img 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