MC5 Leadership Brief….From the desk of Our Very Own President, Mr. Troy Culbertson

Discipline of Presence: Connecting through Engagement

Presence is one of the most powerful—and often underutilized—leadership behaviors. Presence is defined as full attention and engagement in the current moment without distraction.
In practice, this means leaders are not simply available, but are intentionally focused on the individual in front of them. In high-paced healthcare environments, competing priorities often pull attention in multiple directions. As a result, interactions can become task-oriented rather than relationship-centered. However, experience consistently demonstrates that outcomes are influenced not only by the completion of tasks, but by how individuals feel during those interactions.

 For example, a staff member may receive the information they need during a quick hallway conversation, but if the leader is distracted, checking a phone, or rushing away, the interaction may leave the staff member feeling unheard or undervalued. In contrast, a brief but fully present interaction—even lasting less than a minute—can build trust, reinforce engagement, and strengthen relationships.

Presence functions as a leadership multiplier, amplifying the effectiveness of every interaction. When leaders are fully engaged, communication improves, misunderstandings decrease, and individuals are more likely to share concerns, ideas, and feedback. This is particularly critical in care environments where early identification of issues can impact both quality outcomes and staff morale.

 Consider two common leadership scenarios:

• During rounding, a leader asks a staff member, “How are things going?” but continues walking while listening. The response is often brief and surface-level.

• In contrast, when the leader pauses, makes eye contact, and listens attentively, the conversation often becomes more meaningful, revealing opportunities for support, recognition, or improvement.

The difference is not the question—it is the level of presence.

In practice, leadership presence is demonstrated through consistent, observable behaviors. These include eliminating distractions such as mobile devices, maintaining eye contact, listening without interruption, and responding thoughtfully rather than reactively. These behaviors signal respect, attentiveness, and professionalism. Importantly, presence cannot be simulated; individuals are highly attuned to whether attention is genuine or divided.

 The impact of presence extends beyond individual interactions and directly shapes organizational culture. Leaders establish the behavioral standard for their teams. When leaders consistently demonstrate presence, staff begin to model those same behaviors in their interactions with residents, families, and colleagues. This creates a shift from a transactional approach—focused primarily on completing tasks—to a relational approach that prioritizes connection, dignity, and person-centered care.

For example:

• A nurse who feels genuinely heard by a supervisor is more likely to listen attentively to a resident’s concerns.

• A care partner who experiences respectful, present communication is more likely to provide the same level of engagement during care routines.

Over time, these repeated behaviors create a ripple effect throughout the organization, strengthening trust, improving communication, and enhancing the overall experience for residents and families.
Leadership presence is also foundational to connection. Individuals who feel seen, heard, and valued are more likely to engage, collaborate, and contribute to positive outcomes. Presence communicates a clear and immediate message: that the person and the moment matter. This aligns with broader leadership principles that emphasize connection as a prerequisite for influence, accountability, and sustained performance.

There are practical, immediate opportunities to embed presence into daily leadership routines. Leaders can:

• Commit to being fully engaged in key conversations, particularly during rounding and team interactions

• Pause before responding to ensure understanding rather than reacting quickly

• Prioritize listening before moving to problem-solving

• Create intentional moments of connection, even within brief interactions

For example, during a busy shift, a leader may only have a few minutes to check in with staff. Choosing to be fully present during that brief interaction—rather than multitasking—can significantly increase its impact. Similarly, during difficult conversations, presence helps ensure that individuals feel respected and supported, even when addressing challenges or performance concerns.

It is important to note that presence does not require additional time, staffing, or financial resources. Instead, it requires consistency and intentionality in how leaders engage. Small, repeated moments of presence have a cumulative effect, gradually strengthening relationships and improving organizational culture.

Presence should not be viewed as an additional leadership responsibility; rather, it is the manner in which leadership is demonstrated in every interaction. Leaders who consistently practice presence enhance trust, improve communication, and support a more engaged and responsive workforce. Ultimately, presence transforms routine exchanges into meaningful connections, reinforcing the organization’s commitment to person-centered care and long-term success.

 Leadership challenge: 

• Model Device-Free Engagement: Intentionally eliminate distractions during interactions, particularly during rounding and coaching conversations.

• Prioritize Listening First: Consistently listen fully before responding or moving to problem-solving. Don’t interrupt with a fix.

• Pause and Engage: Create moments of intentional connection by stopping, making eye contact, and giving full attention—even in brief interactions.