Think FAST
The project deadline was missed. You find out because you are copied on an email explaining how work is continuing rather than completed. This is work for your most important client or a critical, high visibility internal project. You want to rip someone's lungs out... figuratively speaking. What do you do?
A client emails you that your customer service, technical person or manager did not call them as promised. They are very upset. This client is not your largest, but they are important. This is not the first time this person has not followed through. You are livid. What do you do?
One team member tells you the sale at a prospect has the approval of a key decision-maker. Hours later another team member says that yesterday the prospective client added a requirement that might eliminate your company from consideration. Your numbers for this quarter depend on closing this sale. How can one person tell you the sale looks solid and another say it is doomed? You realize you should have taken that vacation when you had the opportunity. You think someone must be lying to you. Anger starts to seep from your pores. What do you do?
The reaction I would have in my younger years was not successful. Here is the approach I try to take today that more consistently delivers results and demonstrates the qualities of an intentional leader:
Pause and remain quiet. (This is possibly the most difficult part of the process. Once you master this, the rest is much easier.)
Breathe deeply into your stomach five, maybe ten times. Face it, the situation has already advanced enough to a point where waiting 60 seconds is not going to change the outcome.
Ask questions. You may find that:
(#1) The client approved an extension to the deadline because they added more work.
(#2) Your employee did contact the client, and even documented it in your PSA software. The client had not checked their Junk Mail folder.
(#3) Your employees are talking about two different sales opportunities.
Intentional leaders do not jump to conclusions, immediately react with emotion or make assumptions. Instead they ask questions to confirm the information, the real problem and to determine a solution that includes a process for avoiding miscommunication in the future.
How often have you gotten upset when it was unnecessary (and unproductive)? Start today by just being silent the next time a problem arises so you have time to think of questions instead of jump to conclusions. Think fast instead of talk fast.
Developing these three steps into a new habit will improve your effectiveness as a leader; relationships with other people; and increase retention of top performing employees (and much more). It is a cord of three strands that will carry you through many difficult situations.
Proverbs 17:27-28: A man of knowledge uses words with restraint, and a man of understanding is even-tempered. Even a fool is thought wise if he keeps silent, and discerning if he holds his tongue.
Meeting Ideas
THINK FAST is an opportunity to learn a habit that can transform your professional and personal life. Too often we react to situations without thinking instead of responding to situations AFTER we confirm the facts. The objective is to respond in a way that is laser-focused on the problem rather than incorrect assumptions.
Here are some ideas on how to discuss developing this habit with your team:
Give me one example of when you reacted to a work situation rather than responded. What were your assumptions?
How did reacting based on assumptions waste time, lose money, hurt business relationships or cause other problems that could have been avoided if you had taken the time to THINK FAST as outlined in this discussion.
When you try to do Step 1, which is to "Pause and remain quiet," what will be your biggest challenge? What action can you take, such as excusing yourself and walking away for a couple of minutes, or extending your silence to collect your thoughts, will you have to take to stop yourself from reacting too quickly?
Is THINK FAST a habit you want to develop? If yes, then who will hold you accountable and how?
If THINK FAST is not a habit you want to develop, then discuss why. If this is your situation, consider whether the problem is that you just do not like to admit it when you are wrong. If this is the case, then think about this more and discuss it with a mentor or respected advisor. Another alternative is to try a blended approach that starts with thinking instead of action, but you accelerate your way of confirming information so you can take action more quickly.
