Empathy and curiosity…under pressure

Most (all) of us know that listening and empathy are good leadership attributes - most helpful in relationships of all kinds. Empathic listening, listening instead of waiting to talk, asking probing questions and being curious…are incredibly valuable skills. 

But what about when the pressure is on and your good intentions all of a sudden are difficult to put into practice. Say you learn unexpectedly that a key customer is extremely unhappy with you. When communicating with your team on the heels of this news, are you able to be the leader you aspire to be? Or does the tone change and the stress transfer to others? 

These are the moments where we are put to the test. Most of us think we have good poker faces. I hate to tell you. We do not. 

Your team watches you closely - especially when the heat is on. The temptation to hide your vulnerabilities, go it alone…or worse, engage them in action when in a reactive state creates all kinds of unhappy outcomes. Making things worse while eroding credibility and trust. 

There are no easy answers - but the effective course of action generally involves measured reflection, honesty, genuine curiosity, connecting with key colleagues and creating a thoughtful plan to respond (rather than react)....listening to and involving your team in creating solutions. 

It is actually possible to strengthen your leadership and develop your people…while solving real challenges.