It’s easy to be a good leader when things are humming along. But when the wheels fall off the bus and everyone scatters for cover, the best leaders are those who are able to defuse the situation without leaving their employees feeling horrible and isolated.
In my career I’ve had an opportunity to witness a number of impressive leadership moments “under duress.” Here are five things I learned about leadership from past and present bosses.
1) Stay calm and carry on: It can be tempting to second guess and openly question your decisions when things start to look dire. If you’re in a position of trying to answer for something you didn’t do, it can be frustrating and easy to get emotional (vulnerability does that). Some of the best leaders I’ve served under have been incredibly calm in the midst of a serious #!&% storm. Their manner is like a virus: It spreads rapidly through the air and helps set the mood of the entire team.
2) Try to avoid throwing others under the bus: When faced with an angry superior or third party, it is easy to get defensive– particularly if you didn’t cause the problem in the first place. Unfortunately, covering yourself frequently means blaming other people. While perhaps a good idea at the time, in the long term you’ll be alienating your employee and could be compromising the morale of your team. Taking a more considerate and balanced tack can be far more effective. Remember, the crisis is temporary. How will you face this employee after it is over?
3) Figure out how to fix the problem and support your employee in doing this: Sweeping in and saving the day can sometimes be necessary. But it’s also often deflating (and even humiliating) for the employee involved. If there’s a way to guide them towards fixing the issue themselves, try to do so. If you need to take a more active approach, consider mapping out your strategy with those directly involved. If you are taking the lead, ask for their feedback and, where possible, use it.
4) Do a private debrief after the event. Once the problem goes away or is dealt with, it can sometimes be tempting to let bygones be bygones. If the employee knows they made a mistake and you feel confident they’ll take steps not to repeat this action, a debrief may not be necessary. But if you feel the employee is not aware of the damage caused by their actions, it makes sense to privately discuss the challenges created by their actions and how you as a team can work together to ensure it doesn’t happen again.
5) When the dust settles find a way to re-empower. After a gong show, it’s likely both you and your team members will feel dejected. Tensions could be up and there may be some finger pointing. Everyone might be feeling the uncertainty. Finding a creative way to re-engage and re-empower your deflated employee or team can be critical to getting everyone marching again (happily) in lock step. This may entail a “quick win” project or a task uniquely suited to your employee’s talents. Whatever it is make sure to get them working on it quickly after the debacle. Not only will they be distracted from the other day’s disaster, but it will give you an opportunity to positively reinforce their work.
Leadership under duress is never easy. But if you keep a positive frame of mind and empower your team to take a similar tact, you’re certain to be a concrete fixture that your team can rely on no matter how challenging things get.