“I think the customer abused the product.”
“Our assembly instructions were very clear.”
“My team offered help many times; they said they did not need help.”
“We are probably going to have similar problems with other customers.”
“I say let the attorneys resolve the issue.”
Under pressure, some leaders (like athletes) rise to the occasion and perform superbly. Others “choke” and flounder. What is the difference?
Stressful events arouse primal instincts which encourage fight (attack weaknesses) or flight (protect yourself by escaping). These forces, in current society, may lead to rash decisions and/or destructive behaviors
In the discussion on warranty issues, voices grew louder, more persistent and even harsh. Defensive comments flourished and non-verbals leaned aggressive. Suggestions focused on blaming the customer (fight) or establishing procedures designed to protect the company (flight). There was little effort to summarize or analyze rational options.
High-pressure performers slow their heart rates, breathe normally, relax their muscles, remain calm and speak confidently. Frenzied actions appear to slow down. Important data separates itself from jumbled facts. Clouds dissolve. Murky situations clarify. The path forward opens. Winning decisions and productive behaviors occur.