I feel the most important characteristic is being diplomatic and tactful. I think there’s something to be said about leaders who can read the room, and then present their opinions and ideas without harming the relationship between themselves and the audience/patient or the tone of the conversation. I have watched a particular leader that I work with who is always successful when deescalating complaints from patients. She listens to the concerns, she remains approachable with her body language, and when she responds she does it in a manner that is respectful yet effective.