This year, tempers and frustrations have been at an all-time high. Tsk-tsk to all those who just assume backlash and outburst are the answers.
Given that the busy travel and holiday season is upon us and perpetual troubles domestically and abroad abound, it seems that there is no telling some days what might be next.
Without warning or notice, something happens. It could be something appalling, an altercation, or unanticipated allegations, or some appalling incident. It could very well be a natural disaster. As leaders, we have an obligation to rise above the fray when things seem to fall apart.
Earlier this year, news reported that a Jet Blue flight attendant lost his composure while having a bad day on the job. There he was on the flight public address system telling people off and screaming obscenities as he told his employer just how miserable he was in his job. And then the sensational media glorified that he was justified when he went berserk while serving in this temporary leadership role. But, there’s a more important message here.
Is this anyway for those in positions of authority to behave? Once seemingly cordial conversations are short-circuited by exasperation and impatience. Just how can we as leaders be expected to move around the storms and find higher ground?
My book Leadership Building Blocks: An Insider’s Guide to Success holds a lot of the solutions about how to maintain “cool points” during the unexpected.
1. Maintain Composure – When faced with an unexpected situation, good leaders take stock of what has happened before reacting. Get a standard game plan to follow regardless of the circumstance.
2. Gather Information – Be sure to get the facts. Be in the know about the issues and what questions to ask to ensure that all possible action and strategies are being considered.
3. Probe all Aspects – If unsure what the issues are, probe all aspects to get a better understanding. That way there is a better perspective about action required.
4. Speak up – Talk with others about your concerns and challenges. Like-minded people can find common ground dealing with similar. In fact, someone else has a ready-made solution or has dealt with something similar previously.
Irritation, anger, and disappointment will always come around the corner. But, at the end of the day it is really about how we keep our seatbelts on and move through the challenges instead of creating new ones.
-Dawn McCoy, author of Leadership Building Blocks: An Insider’s Guide to Success
