This week, I experienced a situation that left me both shaken and reflective. It all started during a rare weekday off, spent at the beach with a friend. We’ve begun a tradition of taking a low-key Monday retreat every couple of months, a chance to decompress and enjoy the ocean’s tranquility. But this time, tranquility gave way to terror.
We were in the water, enjoying the warm sun and the rhythmic waves, when my friend suddenly froze. “Sharon, there’s a shark. We need to get out.” Panic surged through me. Moving quickly in water is impossible, especially when you’re trying not to make waves to avoid attracting the shark’s attention. I kept as calm as I could, slowly making my way to the shore, heart pounding.
Once on shore, my immediate thought was to alert the lifeguard to ensure everyone else’s safety. But his response stunned me. “I didn’t see it,” he said nonchalantly. “I saw one last week, but I didn’t see a shark today.” His dismissal left me flabbergasted. It was as if he believed that if he didn’t see the shark, it didn’t exist.
Worried for the safety of others, I took it upon myself to warn two women still in the water. They were understandably concerned, questioning why the lifeguard hadn’t informed them. Moments later, the lifeguard sped down the beach on a golf cart, fuming. “Don’t scare the people,” he snapped. “That’s my job!”
This incident kept replaying in my mind, and I realized how similar scenarios unfold in the workplace.
My father-in-law often shares his frustration with me about dealing with his bank’s customer service, which has been offshored. What frustrates him the most is that these customer service reps don’t know how to go off script. Whenever he has a unique issue or needs a specific answer, he hits a wall. The reps just repeat whatever is on the paper in front of them, unable to provide any real help or solutions.
This issue isn’t limited to customer service. If your employees are managing concerns—whether with customers or leaders—with a strict adherence to scripts, that’s a problem. We need to empower our workers to make decisions, be innovative, and take initiative.
Here are some insights and strategies to consider:
1. Recognize and Validate Concerns
Just as the lifeguard dismissed my sighting, leaders sometimes dismiss employee concerns. Whether it’s about workplace safety, project deadlines, or interpersonal conflicts, invalidating concerns can lead to increased anxiety and a lack of trust. Leaders should strive to listen actively and validate employees’ experiences and feelings.
Strategy: Foster an open-door policy where employees feel safe sharing their concerns. Acknowledge their feelings and take actionable steps to address the issues.
2. Effective Communication is Key
In any organization, clear and timely communication is crucial. The lifeguard’s failure to act on the shark sighting put others at risk. Similarly, in the workplace, failing to communicate important information can lead to misunderstandings and hazards.
Strategy: Ensure there are established channels for reporting and addressing concerns. Regularly update team members on any potential issues and the steps being taken to mitigate them.
3. Empower Employees to Take Action
Just as I took it upon myself to warn others, employees should feel empowered to take action when necessary. This autonomy can lead to a more proactive and engaged workforce.
Strategy: Encourage a culture of ownership where employees are trusted to make decisions within their purview. Provide training and resources to equip them with the skills needed to handle unexpected situations.
4. Don’t Shoot the Messenger
The lifeguard’s anger was misplaced. He saw me as the source of panic rather than addressing the actual threat. In the workplace, shooting the messenger can deter employees from reporting issues, leading to bigger problems down the line.
Strategy: Create a safe environment for feedback. Ensure that those who raise concerns are met with support rather than criticism.
5. Maintain Composure Under Pressure
In moments of crisis, how leaders respond can set the tone for the entire organization. My attempt to stay calm while exiting the water was crucial. Similarly, leaders need to manage their own reactions to guide their teams effectively.
Strategy: Develop stress management and crisis response training for leaders. Practice calm and composed communication, even in high-pressure situations.
Mindset Shift: From Panic to Proactive
This experience taught me the importance of being proactive rather than reactive. In the face of unexpected challenges, shifting our mindset from panic to proactive problem-solving can make all the difference. Here are a few tips:
1. Stay Informed: Knowledge reduces fear. Ensure you and your team are well-informed about potential risks and the steps to take if they arise.
2. Practice Mindfulness: Techniques such as deep breathing and mindfulness can help maintain composure in stressful situations.
3. Build a Support Network: Having a trusted network to rely on can provide support and diverse perspectives during crises.
The shark sighting and my father-in-law’s frustrations with scripted customer service were stark reminders of the importance of empowering individuals to go off script. When we validate concerns, communicate effectively, and foster a culture of empowerment, we can create more responsive and resilient organizations. Let’s encourage our teams to think critically, act decisively, and turn moments of panic into opportunities for growth and improvement.
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