139. How to Keep Leadership Grounded and Connected to Teams with Sondra Davis

Transcript – Episode 139: How to Keep Leadership Grounded and Connected to Teams with Sondra Davis

Joe:
Work is a very small part of someone’s life. It’s an important part, and we need them—but it’s just a small part of the intersection of everything happening in their world. And we’re grateful they chose us to be a part of that. But there’s reality, right? There are lots of things happening.

Welcome back, friends, to the show that is food for the boss’s soul. Here on Boss Better Now, we talk with leaders, experts, and changemakers about their experiences in the workplace—all in the name of helping you understand how to create the conditions at work for people to thrive.

Today, I’m joined by Sondra Davis, Chief Human Resources Officer for North Mississippi Health Services. Why are we chatting with her? Well, for one thing, NMHS is the largest non-metropolitan rural hospital system in the United States. They’ve also developed a sterling reputation as a premier healthcare system with consistently high levels of employee engagement, service excellence, and patient satisfaction.

I’ve had the privilege of seeing this firsthand. Several times in recent years, I’ve been invited to keynote their leadership meetings and deliver microlearning experiences to many of their leaders.

Sondra is also one of the nicest, most down-to-earth executives you’ll find anywhere. So, there’s a lot I loved about this conversation. Listen for the habit she says keeps her grounded when work is hard, the phrase she says we should never use again in the workplace and wait until you hear what she and the CEO do every two weeks to drive a high-engagement culture.

There is really good stuff in here.

And now, here’s our conversation.

Sondra, welcome to the show. I am so grateful to you for doing this.

Sondra:
Joe, thanks for asking me. It’s my honor to spend some time with you today.

Joe:
I’m really looking forward to what we’re going to chat about today. As you know, the conversations we have on this show draw on our experiences in the workplace. So, tell me—what was your very first job, and what do you remember about it?

Sondra:
My first meaningful job was in high school. I worked at an assisted living facility. There were about eight residents, and my job was to come in at 6:00 and just spend time with them—literally, just provide company.

I had a few responsibilities—some laundry, helping with basic needs—but mostly it was about being there. I did that for two years, and honestly, it was a precursor to the rest of my life.

Most of the residents were in their 70s and 80s. They weren’t ready for a nursing home but needed some support. The conversations we had—the stories they shared—really impacted me.

There were about seven women and one gentleman, and I was there overnight by myself at 16 or 17. They trusted me. That experience stayed with me.

Joe:
That’s incredible. I imagine they adored you. Not many high school students would choose that kind of work. What appealed to you about it?

Sondra:
Honestly, two things. First, it was an evening job, so I could still do school activities—band, choir, homework—and earn some money.

But looking back, I think I just loved the conversations. I’m an introvert, so being able to talk one-on-one or in small groups really suited me. We’d sit in the living room and talk. They told me stories, asked about my life—there was a real connection.

When I left for college, I was genuinely sad. Even now, when I go back to that town, I drive by that place. It meant a lot to me.

Joe:
Was there a moment when you realized work is more than just a paycheck?

Sondra:
I think that job was the beginning of that realization. I’ve always felt drawn to service-oriented work. Healthcare is a service industry. Even though I don’t provide direct care, I support those who do—and ultimately, our patients.

Looking back, the theme is clear: I’m here to serve people. And now, that means both our patients and our employees.

Joe:
Let’s talk about NMHS. You’ve built a reputation for excellence in both employee and patient experience. What drives that?

Sondra:
It starts with leadership—especially frontline leaders. They care deeply about both patients and teammates.

We’ve had a consistent focus on culture and experience. In healthcare, we know that when employees have a great experience, patients are more likely to as well.

For patients to choose us, they need a great experience. For employees to keep choosing us, the same is true.

Joe:
Was that culture already in place when you arrived?

Sondra:
The foundation was there—strong mission, vision, and values. My role was to help create a sharper focus and elevate that.

We developed a leadership model, clarified expectations, and invested in leadership development. The train was already moving—I just helped accelerate and optimize it.

Joe:
As a senior leader, how do you stay connected to what’s happening on the ground?

Sondra:
A few ways. First, I read every comment from our employee surveys—five to six thousand each year. It gives me real insight into what people are experiencing.

Also, my spouse works here in security, so I hear stories—without violating privacy—that give me perspective.

But most importantly, I never forget where I came from. I remember what it was like being a young parent, juggling everything.

Work is a small part of someone’s life. It matters, but it’s just one piece. And we’re grateful they choose us.

Joe:
That mindset—we’re grateful they chose us—is powerful. It’s the opposite of “you should be grateful to have a job.”

Sondra:
And I didn’t always think that way. But over time, I’ve realized it’s our responsibility to create an environment where people want to stay. I’m grateful they choose us every day—even when it’s hard.

Joe:
Let’s talk about leadership experiences. When did you thrive—and when didn’t you?

Sondra:
I’ve learned from every leader I’ve worked with. The best ones played to my strengths, gave honest feedback, and coached me through growth areas.

Where I struggled? Lack of integrity and lack of clarity. If I don’t trust a leader or don’t know where I stand, I don’t thrive.

Joe:
That aligns with what we see everywhere—feedback, coaching, courage, vulnerability, integrity, communication.

Sondra:
Exactly.

Lightning Round

Joe:
One piece of advice that stuck with you?

Sondra:
It’s all about relationships.

Joe:
One workplace phrase you’d ban forever?

Sondra:
“This younger generation.” We’ve got to stop saying that.

Joe:
Why?

Sondra:
Because it sets up a complaint. We all want the same things—respect, value, connection. The difference is how we express it.

Joe:
What keeps you grounded when work is hard?

Sondra:
Remembering my purpose. When I lose sight of that, work feels heavy.

Every other week, I speak to new hires about culture. That reconnects me to my “why.” It’s incredibly grounding.

Joe:
You also do a 90-day follow-up with employees, right?

Sondra:
Yes. We meet with them and ask: Are we living our values? Do you feel like you belong?

We want honest feedback. That’s how we improve.

Closing

Joe:
Final question: What should leaders remember when work feels overwhelming?

Sondra:
Become more change adaptive. Change isn’t slowing down.

Focus on what you can control. Adjust your mindset. Accept that ambiguity is part of the process—we move through it to get clarity.

Joe:
I love that— “the next normal.”

Sondra:
Exactly. There’s always a next normal. We just have to navigate it.

Joe:
Sondra, thank you so much. I really appreciate this conversation.

Sondra:
Thank you, Joe.

Joe:
Well, there you have it, folks. My deepest thanks to Sondra Davis for her insights and generosity.

If you enjoyed this episode, be sure to subscribe, share, and leave a review. You can also email me anytime at bossbetter@gmail.com.

And remember—commitment comes from better bosses.

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See you next time.