5 biggest failures of leaders in a crisis
“It's not what happens to you, but how you react to it that matters.” - Epictetus
The current crisis facing most companies as a result of the global pandemic has tested us all and made us wonder whether our crisis planning is adequate for today’s modern, potentially existential issues facing businesses.
While issues are coming at us quickly, we are having to make decisions – often without a sufficient design plan in place. Now is a good time to document as you go, to create a “living document” for the current AND future crises. In this process, you may notice failings or weaknesses in the system that must be addressed; fixing them may ultimately strengthen and stabilize your business for the long-term.
Our conversations with clients have helped us identify what seem to be the most common failings. Rather than discourage you, we hope this prompts your thinking and helps you to communicate to your organization what you’re doing now, how you are looking ahead to be prepared for the future, and how they can contribute.
1. Failure to plan for the unthinkable.Most businesses have a continuity plan in place, but they aren’t often reviewed, refreshed, or tested. Steps you’re taking right now should be documented for future reference. We recommend four ways to do that.
- Write it down: As you make decisions or implement strategies, take time to capture the change or new action and document it.
- Update it: Schedule time at each quarterly business continuity planning session to discuss real-life scenarios in which every policy, procedure, and functional area is tested.
- Incorporate it: Make business continuity planning and testing a strategic imperative, driven and supported by the senior leadership team. Involve the CEO to ensure it is taken seriously.
- Learn from it: Record and capture learnings from the tests in the firm’s documented continuity plan. While you can’t ever predict the scope or impact of every possible scenario, you can minimize just how far you have to go to cover your bases.
2. Failure to see beyond the usual “blinds spots.” A challenge many leaders face is that they have grown up in a business together and have experienced many of the same situations as a group. While they have a common understanding of the business and operations, this collective viewpoint can lead to group think -- reinforcing the current direction, rather than raising counterpoints.
During this crisis and beyond, you need other experts around the table, people who challenge your way of thinking and bring different perspectives to help uncover those blind spots. Winston Churchill and Abraham Lincoln were both known for bringing close their adversaries and people who irritated the status quo. Take steps so you are preparing to look beyond the known:
- Welcome different opinions and dissenting views
- Create a culture in which colleagues and team members can speak up
- Add new voices who can identify potential issues or problems that you might not see
3. Failure to admit mistakes, even if unintended. Take heed of the lesson a CEO of a large financial organization recently learned. He was repeatedly criticized for a very slow and less-than-heartfelt effort to take responsibility for illegal practices within the firm. He did not assume accountability for wrong-doing, leaving customers and regulators dismayed, costing him his job, and damaging the company’s brand reputation.One of the most important tenants of crisis leadership is to accept responsibility, acknowledge missteps, and commit to transparency. You can expect that whatever you are doing, there will be critics. If you expect legitimate criticism, have a plan on to respond – it’s not too late. If your company was a little slow determining the right COVID-19 response, or unable to nimbly get remote employees up and running, be upfront and say so. A simple message like – “We needed to do better, we will do better, this is how we’re doing better” – will go a long way in solidifying trust and employee engagement through what will likely be an extended crisis period.
4. Failure to focus. When a crisis hits, it is difficult for leaders to focus. Yet decisions need to be made, and quickly. There will be different views on what should happen now, and later. Take those into account without allowing “too many cooks in the kitchen” trying to call the shots on the same issues. Concentrate on the problem to solve with good decision-making technique to create focus.
- Define the problem. As a leader you can start by asking the question, “what’s the problem we’re trying to solve?” Pausing to get this right, before you start solutioning, prevents you and the team from wasting time on the wrong issues or getting stuck in endless debate.
- Define the criteria. Generate criteria for potential outcomes, before you discuss any solutions. If you throw out solutions without having a method to evaluate them, that can start an endless conversation loop. Establish a means of assessing desirability, feasibility and viability of each possible outcome and rank them in importance.
- Agree on solutions. Brainstorm a list of possible solutions, and then cross-reference with your established criteria. Combine solutions if necessary and rank them in terms of how they meet the criteria. Vote, and narrow the list to no more than two solutions to be tested.
5. Failure to act. Crisis is a strange time. You need to thoughtfully and intentionally respond, yet the environment requires you to be decisive and act quickly, often without all the information. Some leaders get paralyzed by the need to get all the facts and more before they move.Don’t wait until you have your plan 100% finalized before you communicate or execute. You need to make a move based on what you know.That isn’t to say you shouldn’t adapt as you go. In a crisis like this where so much is unknown and hard to anticipate, give yourself flexibility to incorporate new information. Look at how things evolve and discuss the impact on your current thinking and plan. Modify, discard, or stay the course.18th century Scottish poet Robert Burns one said, “The best-laid plans of mice and men often go awry.” Accepting that things will go wrong is the first step. Learning and growing from the experience is next. Consider these steps and you’ll help your organization move from crisis to calm, and ultimately – survive and thrive.
Related content
Last night I started reading a book by Irvin Yalom, a psychiatrist who has written several novels that I’ve loved. But right now I’m reading something different—a book of short lessons he’s learned from many years of working with patients.
Early in his career, Yalom was inspired by something he read. The gist of it was that all people have a natural tendency to want to grow and become fulfilled—just an acorn will grow up to become an oak—as long as there are no obstacles in the way. So the job of the psychotherapist was to eliminate the obstacles to growth.
This was a eureka moment for Yalom. At the time, he was treating a young widow. Suffering through grief for a long while, she wanted help because she had a “failed heart”—an inability ever to love again.
Yalom had felt overwhelmed. How could he possibly change someone’s inability to love? But now he looked at it differently. He could dedicate himself to identifying and eliminating the obstacles that kept her from loving.
So they worked on that—her feelings of disloyalty to her late husband, her sense that she was somehow responsible for his death, and the fear of loss that falling in love again would mean. Eventually they eliminated all of the obstacles. Then her natural ability to love—and grow—returned. She remarried.
Reading this story made me think of the responsibility of leaders toward the people they need to develop—and for the growth and learning that leaders themselves require to be the best that they can be.
Many leadership development challenges seem overwhelming—even impossible. The leaders that we coach usually have a list of areas where they want to get better, but how? How do you “build better relationships with your peers and direct reports”? How are you supposed to “get out of the weeds and demonstrate enterprise-wide thinking” or “build executive presence”? All of these goals are as abstract as they are huge.
So the best approach is to not focus on the huge and fuzzy goal. What we try to do is to break these goals down into concrete actions through working on real-time business problems. To put it simply, though, we do just as Yalom does: We identify the obstacles and work toward knocking them off, one at a time.
Leadership development is not usually a quick fix. You’re not going to develop executive presence through a half-day workshop or a one-time meeting. If you’re interested in meaningful, lasting growth—whether for yourself or for those who work for you—it’s a commitment.
But don’t ever forget that we’re all capable of growth throughout life and our careers. The trick is to find the right coach or mentor who will guide you through that obstacle course.
In my work as an executive coach, I meet at least once a month with each of my coaching clients.
I often talk to them on the phone and exchange emails with them as we work on their real-time business challenges. So, what happens in those conversations? Recurring themes start to come up. I find that many leaders have a “talk track” of words and phrases that they use all the time—without always being aware of the impact. For better or worse, this talk track ends up becoming part of their executive presence and their brand as a leader.
One of my clients had a talk track for many years that led to a reputation for negativity. In one meeting alone, I noticed that he had described about ten different work experiences as “nightmares.” Strong word! So we talked about this talk track. And the next time I heard him lapse into that way of talking, I decided to delve into it. “What I just heard from you was an example of that ‘talk track’ we’ve talked about,” I said. “So let’s talk about this. You say it was a ‘nightmare.’ Okay—why do you call it a nightmare?”
The upshot was that he had made a sales presentation but didn’t get the deal. I said, “Let’s use accurate language to describe the situation.” Was it a nightmare? No. Maybe it was a disappointment. Maybe he could have said, “Unfortunately, we didn’t get the deal” or “They decided to go with another vendor” and state why, objectively. My goal was to get him to stop “catastrophizing” when something didn’t work out.
This leader didn’t want to be defined by that negative “talk track” anymore. So I told him that the only way to do that is to turn up the volume on a very different talk track—one that captures the brand and presence that you want to project.
I’ve had clients who always talked about how difficult or challenging or complex things seemed to them. You’ve probably had a boss or colleague with any number of talk-track themes:
- “I’m so exhausted/overwhelmed/unhappy/unappreciated….”
- “Everyone here is useless/stupid/incompetent….”
- “It’s such a difficult environment/project/client/travel schedule…”
- “That will never work/We won’t get that deal/It’s a dumb idea/What were they thinking?”
Often people aren’t even aware of how much they harp on a conversational theme and how negatively this lack of executive presence is affecting their professional brand. So what can you do to make sure your talk track is working for you and not against you as a leader? Take these four steps:
1. Identify your talk-track themes.
What are the words and phrases that you find yourself constantly using in conversations at work? Write down the things you seem to say almost every day—or think about what themes come up all the time for you in conversation at work or elsewhere.
2. Consider the impact of your talk track.
As a leader, your words carry more weight than others. You’re setting the tone for your team or division or organization. Whether that tone is absurdly optimistic, cynical, critical, upbeat, energized, or overly emotional, it’s going to be the model for others. Make sure that your talk track is consistent with the values and behaviors you want to drive.
3. Challenge the reality of your talk track.
How accurate is your talk track? Do you have a natural tendency to see the part of the glass that’s empty? How do you respond to setbacks? Do you gloss over the pain? Do you make a mountain out of a molehill? It’s crucial for leaders to be balanced, objective, and real about what’s happening. Your language choices need to reflect that.
4. Consider what you could say differently.
It’s easy to lapse into your talk track. When you catch yourself saying the same old things, try to catch yourself as if an alarm was going off. Can you find another way to say it—something that’s consistent with the brand and presence you want to project.
Don’t get me wrong. Leaders do need to be “real” about challenges and setbacks, and a somber tone may be appropriate and even helpful at times. The goal is to become more aware of your talk track and what it’s doing for you and others. As a leader, people take their cues from you. Before you know it, your talk track can dominate or drive the culture.
Changing your talk track is a challenge. Our ways of talking and viewing the world are pretty ingrained through several decades of life experiences. But change is also very possible. Pump up the volume on a more positive talk track for the holidays, and your presence will be viewed as a gift.
A while back, I heard an anecdote on the radio about cellist Yo-Yo Ma, and it really struck me. Surprisingly, Ma said that once of his biggest inspirations was chef, author, and television personality Julia Child.
Huh?! Well, it turns out that thinking about Julia Child helped him get in the right mindset before a performance. He would think about watching her on television, making a roast chicken that looked beautiful—only to have it fall off the plate and onto the floor. Did she flip out? No, she never stopped smiling. She just acknowledged what happened and went on with the show.
Reflecting on this, Ma realized that the best mindset he could have as a performer was to ensure that his audience was having a good experience—rather than worrying about being perfect. Speaking to the St. Louis Post Dispatch last October, he said, “The idea of performing is hosting. It’s like you’re giving a party. You invite people to come to a place and enjoy something special; basically, they’re subject to whatever you dish out. You want them to have a great time, they want to have a great time, and what are you doing to facilitate that?”
In a Malcolm Gladwell article that I read years ago, Yo-Yo Ma also admitted that he used to strive for perfection in performance. When he was 17, he practiced a Brahms sonata for a year with technical perfection in mind. So what happened when he did that? “In the middle of the performance I thought, I’m bored. It would have been nothing for me to get up from the stage and walk away. That’s when I decided I would always opt for expression over perfection.
”There is a valuable lesson here for executive presentations. In my experience, many leaders worry too much about precision when they present. Aiming for total accuracy, it’s easy to end up with text-heavy PowerPoint slides—and far too many of them. And once you have a ton of bullets on a slide, you usually feel compelled to read them all. At best, slides still tend to distract the audience’s energy away from you—and the presentation is really all about you, not your visuals.
Think about it: What would you rather be able to say at the end of your presentation?
- I covered every point perfectly and spoke without a single stumble.
- I connected deeply with the audience, and I could sense that they were completely engaged with my presentation.
It’s a no-brainer, isn’t it? If you’re able to really connect with your audience’s questions, concerns, and needs, they won’t even notice if the imperfections that jump out to you as the expert.
Of course, there’s a catch here. Connection trumps precision… but the more you master your topic through preparation and practice, the more you’re freed up to focus on connecting with the audience. When you don’t have to work to remember your key points and transitions, you can concentrate more on your eye contact, gestures, and reading the room.
So give some thought to drawing some inspiration from Julia Child, just as Yo-Yo Ma does as a concert performer. When you’re giving a speech, you’re the host, and your job is to set the tone and make sure that everyone has a good experience.
That’s a recipe for a successful presentation.
Related content
La maggior parte delle riunioni di vendita non fallisce.
Semplicemente non porta a una decisione.
Ed è lì che si perde valore.
I clienti di oggi sono più informati, più selettivi e hanno meno tempo.
Non hanno bisogno di altre presentazioni di prodotto.
Hanno bisogno di conversazioni che li aiutino a stabilire le priorità, decidere e andare avanti.
Eppure, il 58% delle riunioni di vendita non riesce a creare valore reale.
Non perché i venditori manchino di capacità, ma perché le conversazioni non sono progettate per far avanzare le decisioni.
“I clienti non agiscono su ogni esigenza che riconoscono.
Agiscono quando qualcosa diventa una priorità.”
In questo breve executive brief scoprirai:
- Perché la maggior parte delle conversazioni informa… ma non porta all’azione
- Cosa spinge davvero i clienti a stabilire priorità e muoversi
- Come creare urgenza senza compromettere la fiducia
- Il passaggio dal presentare soluzioni al facilitare decisioni
- Cosa distingue le conversazioni che si bloccano da quelle che accelerano il progresso
Se i tuoi team stanno affrontando trattative bloccate, decisioni ritardate o un pipeline lento, questo brief ti aiuterà a capire il perché e cosa fare in modo diverso.
Scarica l’executive brief e scopri come progettare conversazioni che portano davvero a decisioni.
A maioria das reuniões de vendas não fracassa.
Elas simplesmente não levam a uma decisão.
E é aí que o valor se perde.
Os clientes de hoje estão mais informados, mais seletivos e com menos tempo.
Eles não precisam de mais apresentações de produto.
Precisam de conversas que os ajudem a priorizar, decidir e avançar.
Ainda assim, 58% das reuniões de vendas não conseguem gerar valor real.
Não porque os vendedores não tenham capacidade, mas porque as conversas não são desenhadas para impulsionar decisões.
“Os clientes não agem sobre todas as necessidades que reconhecem.
Eles agem quando algo se torna prioridade.”
Neste breve material executivo, você vai descobrir:
- Por que a maioria das conversas informa… mas não gera ação
- O que realmente faz os clientes priorizarem e avançarem
- Como criar urgência sem prejudicar a confiança
- A mudança de apresentar soluções para viabilizar decisões
- O que diferencia conversas que estagnam daquelas que aceleram o progresso
Se suas equipes estão enfrentando negócios estagnados, decisões atrasadas ou um pipeline lento, este material vai ajudar você a entender o porquê — e o que fazer de diferente.
Baixe o material executivo e aprenda como desenhar conversas que realmente impulsionam decisões.
La mayoría de las reuniones de ventas no fracasan.
Simplemente no llevan a una decisión.
Y ahí es donde se pierde el valor.
Los clientes de hoy están más informados, son más selectivos y tienen menos tiempo.
No necesitan más presentaciones de producto.
Necesitan conversaciones que les ayuden a priorizar, decidir y avanzar.
Y, sin embargo, el 58% de las reuniones de ventas no logra generar un valor real.
No porque los vendedores carezcan de capacidad, sino porque las conversaciones no están diseñadas para impulsar decisiones.
“Los clientes no actúan sobre cada necesidad que reconocen.
Actúan cuando algo se convierte en una prioridad.”
En este breve informe ejecutivo descubrirás:
Por qué la mayoría de las conversaciones informan… pero no generan acción
- Qué es lo que realmente hace que los clientes prioricen y avancen
- Cómo crear urgencia sin dañar la confianza
- El cambio de presentar soluciones a facilitar decisiones
- Qué diferencia a las conversaciones que se estancan de las que aceleran el avance
Si tus equipos están experimentando acuerdos estancados, decisiones retrasadas o un pipeline lento, este informe te ayudará a entender por qué y qué hacer diferente.
Descarga el informe ejecutivo y aprende a diseñar conversaciones que realmente impulsen decisiones.