Tough on Processes, Easy on People: Pandemic Inspired

In the midst of the COVID-19 pandemic's peak in 2020, I acquired a valuable insight into the importance of prioritizing processes while remaining compassionate towards people. It was during the spring season when a dedicated team received the task of establishing a specialized hospital solely for COVID-19 patients. Fortunately, we had access to a recently vacated hospital within the city.

Over the span of a few weeks, we diligently transformed the empty facility into a fully equipped space capable of providing care to individuals afflicted by the virus. We actively recruited team members who were willing to join us in this endeavor. Many of us were filled with apprehension and uncertainty, unsure of what lay ahead. However, we made a promise to our staff—to take care of them—and we remained true to our word.

Throughout this period, our primary focus was on ensuring the safety of everyone involved. We implemented meticulous processes that prioritized the well-being and safety of our team. Attendance, for instance, was not a major concern; instead, we placed greater emphasis on providing adequate protective gear to guarantee their safety. Rather than monitoring the exact duration of lunch breaks, we concentrated on offering healthy and nourishing meals. We learned to observe the eyes of our team members, recognizing when they required a respite. We affectionately referred to this style of leadership as "leading like grandparents."

Similar to grandparents, our approach was rooted in the desire to ensure the safety and happiness of those in our care. We wanted our team members to feel enthusiastic about joining us each day, akin to the joy grandchildren experience when visiting their grandparents. Routine, discipline, and imparting life lessons were of secondary importance. By fostering an environment in which our team felt supported and cared for, they were able to extend the same level of compassion to patients, even when their families couldn't be present. Their exceptional care and dedication resulted in the preservation of countless lives.

To those who worked alongside me in this facility, I extend my heartfelt gratitude. Your unwavering commitment and compassion have left an indelible mark, and I am truly thankful for your invaluable contributions.