Described as "absolutely unflappable," CMO Laura Kneebush reveals her method is a deliberate process, not just a personality trait. When faced with a crisis, she intentionally pauses, listens to understand all perspectives, thinks about the big picture, and only then creates a path forward.

While confidence is valuable, it can lead to carelessness. A state of being "fully present"—total immersion in the moment without self-consciousness—is a more powerful and reliable driver of peak performance. It replaces ego-driven thoughts with heightened awareness and flow.

In a crisis, the instinct is to shout louder and match escalating chaos. True leadership involves 'energetic jujitsu': deliberately slowing down and bringing calmness to the situation. This rare skill is more powerful than simply increasing intensity.

In leadership, especially during conflict, you have a choice. You can be a 'thermometer,' merely reacting to the emotional temperature of the room, or a 'thermostat,' actively setting and controlling it. Great leaders intentionally manage the environment, calming panic or creating urgency as needed, rather than mirroring the ambient mood.

A defining trait of a true leader is their emotional consistency, especially during crises. By delivering bad news with the same calm, nonchalant demeanor as good news, they signal to their team that the situation is under control. This emotional regulation prevents panic and builds confidence.

A leader's private self-talk isn't truly private; it "leaks" through body language, decisions, and tone, setting the team's emotional atmosphere. The author calls this "leadership plutonium"—a volatile energy source that can either fuel growth or poison the culture with fear and reactivity. Ultimately, company culture begins in the leader's head.

Tim Hortons' CMO embraces the pressure of managing a beloved brand as "positive anxiety." She internalizes the stress while presenting a calm, confident front to her team, similar to a duck serene on the surface but paddling furiously underneath, preventing her stress from impacting team morale.

True leadership is revealed not during prosperity but adversity. A “wartime general” absorbs pressure from difficult clients or situations, creating a safe environment for their team. They don't pass down fear, which distinguishes them from “peacetime generals” who only thrive when things are good.

To get your team to adopt a new strategy, you as the leader must present it with absolute conviction. Any hesitation you express will be amplified by your team, leading them to reject the idea because they sense your lack of belief.