In the latest episode of Healthcare Leadership Excellence, I have the pleasure of welcoming back Dr. Joseph Michelli, a renowned expert on customer experience and a New York Times bestselling author. Dr. Michelli's work spans insights from companies like Mercedes-Benz, Starbucks, Airbnb, and Ritz Carlton, where he delves deep into their customer engagement strategies. During the pandemic, he wrote "Stronger Through Adversity," a comprehensive guide on navigating crises, drawing from decades of experience and 140 interviews with top leaders such as Brian Cornell of Target and Hans Vestberg of Verizon.

Dr. Michelli and I discuss the critical importance of self-awareness and a growth mindset for effective leadership, especially during crises. He emphasizes that leaders must understand their values and strengths to lead authentically and evolve their leadership styles. This introspective journey, often supported by coaches or mentors, is essential for developing the resilience needed in unpredictable times.

Self-compassion emerges as a recurring theme in Dr. Michelli's book, resonating with hard-driving leaders who often neglect their own well-being. He explains that leaders need to be kind to themselves, as harsh self-criticism can hinder their ability to lead effectively. This self-compassion also impacts how they interact with their teams, promoting a healthier and more supportive work environment.

We also touch on the importance of asking for help, a challenge for many high achievers. Dr. Michelli notes that admitting one's limitations and seeking support is crucial for effective leadership. Dr. Michelli also explains the optimism bias, where people tend to underestimate the impact of crises. Leaders need to prepare for the worst while maintaining a positive outlook to guide their teams through difficult times. This balanced approach, combined with self-awareness, self-compassion, and consistent growth, forms the foundation of effective leadership in any situation.

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