Resilient leaders plan for comebacks. Imagine attending a meeting with a number of your peers and the CEO. The discussion is about losing a major client. You have already experienced a rough week and the discussion is heated. You have clearly made your case regarding why the customer decided to sever the relationship with your firm after experiencing a lengthy service outage.Larry, the VP of Client Services, blames you for losing the client. Larry claims his inside sources stated that there was a communication breakdown between you and the client regarding the severity of the outage. In front of the whole team, Larry adamantly says, “you blew it”. Yes, you heard it right. You heard the screeching of tires and… Ka-Thunk… Ka-Thunk. You have been thrown under the bus!
Resilient leaders have to think about their options regarding rebounding from an “under the bus” experience.
1. First, you could seek revenge. The next time an opportunity is presented to get back at Larry. Check out the bus schedule and plot to throw Larry under a bus with bald tires and a full load.
2. The second option is to accept Larry’s behavior and resist getting defensive. Use the power of silence to engage other peers to join the conversation. Timing is key so take your time in presenting facts. Control your emotions. Don’t attack Larry, attack the challenge. Do the unthinkable, seek to make Larry an ally (this option will take time). Try to relate to his perspective regarding the situation.
3. Another approach would be to tactfully challenge Larry by asking him about his unnamed sources? What was his contribution in salvaging the relationship with the client? How will we avoid this type of situation in the future? Control your emotions, but be candid.
Based on group dynamics and personalities, you probably can think of more ways to handle this situation. However, since you can only control your responses, you should ask yourself a few questions.
What do I want as an outcome?
What are my motives? (What is really in my heart and mind?)
Will the outcome produce a win-win for all parties involved?
Will I choose to stay within my character?
What kind of legacy would I like to leave?
Wipe those marks off your faces and be resilient leaders!
