Effective Change Managers Accept the Inevitability of Surprises and Shocks
However carefully you plan and manage risks, there will be surprises and shocks. How you handle these unexpected events will define your leadership contribution.
The big picture
In any project there will be surprises and shocks. Others will be watching you to observe how you respond. Do you disappear or go into a state of denial? Do you go into a rant, blaming others, or do you sulk in the corner? How you respond to surprises and shocks will define how other people view your leadership contribution during times of rapid change.
Those around you will be looking for a calm and deliberate response. They will want to know that you recognise the implications of a surprise or shock and are able to bring an honest assessment of consequences. They will want to be reassured that you can adjust your perspective and are not going to be destabilised by the unexpected.
The greater your mental readiness for dealing with surprises or shocks, the better equipped you will be. Handling rapid change is exhausting enough without the emotional deflation that can come with an unexpected surprise. Hence it is important to know how you emotionally handle surprises and how you frame them into a wider context.
Here’s an example
Alex was surprised when one of her key supporters resigned. Initially Alex wondered whether this was a reaction to the way she had been leading the project, but it was soon clear that there were domestic reasons for the resignation. Knowing that she had not been the cause of the resignation reassured Alex. However, there was a shock when Alex’s boss showed her an e-mail of complaint from a different member of staff. Alex was disappointed to see this critical note. But she had assessed as one of the risks potential criticism from some individuals, so this type of complaint was not unexpected. She was emotionally prepared for this sort of response, even though she felt uncomfortable when she read the e-mail.
In practice
- Remember how you have handled surprises and shocks in the past.
- When a surprise or shock happens, seek to understand your emotional reaction and not be overwhelmed by it.
- Accept that it is better for shocks or surprises to happen sooner rather than later.
- Talk through with trusted others how you keep calm when shocked or surprised.
