By Thomas Davis, DNAP, MAE, CRNA
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I can still vividly remember the day early in my Air Force anesthesia career when Lt. Col. John- The-Boss enthusiastically entered the workroom where our team was setting up the day’s equipment. Like a kid with a new toy, John had excitement written all over his face, wearing a grin indicated that he had something for show-and-tell. John announced that he had discovered and purchased a tool that would increase our productivity by ensuring that every open project would quickly be brought to completion. He had our attention and we insisted that he show us the contents of his bag. John opened the bag and dumped ten round, 4-inch petri dishes on the worktable and then handed one to each person. With one eyebrow raised and one lip curled, we each opened a glass container and discovered a label inside that said, TUIT. Ignoring our chuckles and groans, John continued by going down the list of unfinished projects that had been started with good intentions and put on hold until someone got a round tuit.
Ideas flow freely from a creative group and projects that are started with the best of intentions often die from lack of follow through. The implications arising from procrastination are even greater when it is the leader who fails to follow-through because not only is there a loss of productivity, the leader’s integrity is compromised. Lack of follow through on commitments is demoralizing, destroys trust, and fragments the team.
“Be impeccable with your words and speak with integrity. Say only what you mean…”
~ Don Miguel Ruiz
Observing for follow through on a commitment is an overt way to measure the personal reliability of another person. Here are two examples, one negative and one positive.
One of my friends has a son is in his early 20s and very talented at wood working. He can flawlessly design and build cabinets, dressers and chairs. He is a bright young man and has many creative ideas for developing a business that includes opening a woodworking shop, hiring help and marketing furniture throughout his region of the state. Unfortunately, to date, he hasn’t done much about it. He has not consistently followed up on many of his promises to customers, nor on any of his own ideas. The business isn’t thriving and he lives hand to mouth while telling others about his dreams for dominating the furniture market.
Conversely, a second friend, and professional colleague, is always available and eager to share ideas when either of us is working on a project. When we brain-storm, he freely shares his ideas and often says, “I’ll send that information to you.” Without exception, he follows through within 24 hours on whatever he promises, sometimes sending a document before we even finish the call. In the past three decades, he has never failed to follow-up when he promises action. To his credit, he quickly says no if he cannot accommodate a request. Yes or no, I have the utmost respect for his honesty and reliability.
Following through with commitments is a habit that will elevate your status as a leader, develop self-respect while earning respect from others, and contribute to the overall morale of your team. Here are some tips for aligning your action with your words.
- Define the ask. Requests come in many forms throughout the workday; an email message asking you to update a database, a request for information for the annual report, a need for you to champion a project, a personal request from a team member in need of schedule considerations. Before giving the quick knee-jerk “yes” response, catch your breath and clarify what is being asked of you. A database update could be a 5-minute quick click or a 3-day deep dive into archived data files. A schedule consideration could be an easy accommodation, or it could leave a shift unstaffed and demoralize the team. Because you intend to follow through to completion, it is essential to define what is being asked and the effect it will have on other work that will be set aside when you tackle the new commitment.
- Make yes mean yes. As previously stated, integrity requires alignment of your words and actions, and you can only have integrity if you follow through on commitments. After clarifying the ask, assess your resources, including your available time, and make a reasonable decision about accepting the request. You will gain respect with an honest “no” and conversely, you will lose respect with a false “yes.” When you say yes, be prepared to explain when and how the issue will be completed because yes without a plan really means no.
- Commit with decisive language. Your inner dialogue has a powerful effect on your motivation to follow through. Saying “that’s a good idea” or “yes, we should do that” are not calls to action. Using words such as can and will are more powerful and indicate a commitment on your part. Think in terms of “we will do this and here is how we will approach it.”
- Resolve small things immediately. My high-integrity friend with instant follow-up is the role model I use when the ask is small and easily resolved. If the resources are at hand and the item can be resolved immediately, do it now. If your resources are in the office or at home, make it the first thing you do when you get to the location. From personal experience, I can affirm that I have never awakened in the night thinking about promises that were kept quickly; it’s the unkept promises that keep the stress hormones circulating and disrupt sleep.
- Establish a timeline on your calendar. The workplace can be crazy and chaotic so it is important to write down your commitments lest you forget. If a project extends over time, make sure that each of the milestones is on your calendar and that you achieve them. Calendar and planner apps, readily available for mobile devices, are a good place to enter your commitments. In addition to the target date for completion, schedule the app to send reminders at intervals to hold yourself accountable.
- Find a mentor. A mentor is a valuable resource person who will help you develop your plan, identify resources, and keep you on track. In addition to tapping into the expertise of a mentor, check in at intervals and update the mentor on your progress. Share your timeline and encourage the mentor to hold you accountable for your commitment. It’s much easier to make yes mean yes when someone is sitting on your shoulder and offering encouragement.
“What you do cries out so loudly that I can’t hear what you say”
Lt. Colonel John-The-Boss and The Bag of Tricks is a funny but true story with an elementary lesson about reliability. And reliability is no joke. Reliability is just as important as ability and a person of action motivated by integrity always follows through with commitments. Consistent follow-through directly affects productivity and establishes a positive view of your personal ethics among co-workers, which in turn, opens the door to trusting relationships. High morale, elevated productivity, cohesive team, respect, trust. Maybe we should all get a round tuit.
Tom is a skilled anesthetist, published author and frequently requested speaker.