To create a sense of stability, leaders should resist making promises they can't keep. Instead, they should offer transparency into their decision-making process. This builds trust in the leader's judgment and calms anxiety, even when the final outcome is unknown.
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Don't sell change as a seamless process. Like a surgeon detailing post-op recovery, leaders must be transparent about the chaotic and painful phase of transition. This manages expectations, builds trust, and helps people endure the 'psychological soreness' of transformation.
The best leaders act on incomplete information, understanding that 100% certainty is a myth that only exists in hindsight. The inability to decide amid ambiguity—choosing inaction—is a greater failure than making the wrong call.
Leaders can reduce team anxiety and prevent misinterpretation by explicitly categorizing input. 'Do' is a direct order (used rarely), 'Try' is an experiment, and 'Consider' is a low-stakes suggestion (used 80-85% of the time). This ensures a leader's random thoughts aren't treated as gospel.
A leader's instinct may be to solve problems immediately. However, pausing to simply name the reality of a difficult situation and validate the team's feelings builds more trust and reinforces authority than offering a premature solution. It signals awareness and command.
In a crisis, the public knows no one has all the answers. Attempting to project absolute certainty backfires. A more effective strategy is "confident humility": transparently sharing information gaps and explaining that plans will evolve as new data emerges, which builds credibility.
Honesty alone is insufficient for leadership because day-to-day realities can be volatile. Effective leaders provide stability by being consistently honest. This creates a predictable environment, manages expectations, and allows team members to know exactly what they are signing up for.
Ben Horowitz suggests a leader's primary role in decision-making is often to provide clarity, which unblocks the team and allows them to move forward. The organization needs a clear direction more than a perfect answer. This is achieved by staying in the details and being accessible, not by dictating every solution.
To communicate when data is incomplete, leaders should: 1) State what is known and unknown; 2) Declare their own commitment; 3) Invite the team to prepare and participate; and 4) Tie the effort back to the larger mission. This validates feelings and encourages proactive engagement.
Complete transparency can create panic and demotivation. A leader's role is to filter harsh realities, like potential layoffs, and deliver an authentic message that is both realistic and optimistic enough for the team to absorb productively, rather than sharing every fear.
To maintain calm and courage, leaders should concentrate on process and input metrics (e.g., customer satisfaction, employee engagement) rather than being fixated on outcome metrics (e.g., EBITDA). This 'process focus' emphasizes doing the work well, reducing the paralysis often caused by outcome-driven fear.