The Softer Side to Lead in Quality Management

When evaluating what constitutes an effective leader, numerous books, blogs, and articles offer valuable insights. The same holds true for leaders in the field of Quality. But what about those who lead Quality personnel? The role of a Quality leader involves certain nuances. Therefore, this discussion will concentrate on the softer skills essential for leading Quality professionals.

I propose four key principles:

1.) Humanity

2.) Patience

3.) Resiliency

4.) Deliberateness

Beginning with Humanity, all organizations are composed of individuals. When Quality professionals are tasked with making decisions that affect patients, their colleagues, and the business, they require confidence. This confidence stems from knowing their leader supports them. In Quality, it is crucial for team members to feel both supported and protected. We learn from mistakes and celebrate successes. Humanity should underpin how we lead, perform, and make decisions.

Patience is relatively straightforward. The business's need for speed often conflicts with the careful decision-making required to ensure patient health and safety. Patient-centricity initiates and guides the decision-making process. Balancing this with business needs can lead to conflict, which underscores the importance of Humanity, as strong leaders are needed to support their teams through these challenges.

Resiliency involves long-term patience and is developed by enduring conflict. It requires toughness and the ability to maintain a thick skin without succumbing to burnout. According to Psychology Today, burnout results from mental fatigue, reduced accomplishment, and depersonalization. A resilient leader can prevent burnout within the organization by recognizing early signs of mental fatigue and taking action to support those affected.

Finally, Deliberateness. Leaders, especially in Quality, must make decisions with informed understanding of consequences and compromises, without hesitation. In Quality, leaders must ensure decisions have unanimous support within the organization to prevent secondary discussions that could undermine those decisions. Once a decision is made, it must be executed deliberately and unwaveringly.

Ultimately, while there are many ways to define effective leadership, a unifying purpose that guides the organization is essential. Great leaders care for their teams, make informed, balanced, and deliberate decisions with patience, and possess the resilience to withstand the long-term effects of conflict.