Page 160 - Fearless Leadership

Standing for the Success of Each Other 147

Leaders were resigned for two reasons: (1) having to deal with a recur-
ring breakdown, and (2) not having an effective method for correcting the
situation. Breakdowns and challenges are to be expected. But a predica-
ment occurs when the resolution of a problem requires a change in behav-
ior that no process or system can correct.
In another organization, leaders could not align on a new process for
connecting customer interactions and product delivery from beginning to
end. Each group had their own approach and did not want to change their
system which became particularly apparent with the financial group.
When the financial group dug their heels in and argued for the status quo
with only small modifications, everyone became demoralized and frus-
trated. Not once was the question asked, “How will our process impact our
customers?” All eyes were focused on what was best for internal groups
and the customer—the end user—was left completely out of the equation.
Finally the CEO threw up his hands and said, “We’re keeping the cur-
rent system for now, and in a couple of years we’ll review what changes
are needed.” He avoided taking a stand and compromised for fear of upset-
ting people.
From these two examples we can see how unresolved breakdowns lead
to inferior decision making. Why do we have structured and disciplined
processes for every aspect of business from project management to qual-
ity control, yet we have nothing for how people work together to achieve
efficiencies for the business? In the most important area in which we need
structure and guidelines, we have none. People cannot be held account-
able for a standard of behavior that can be conveniently manipulated, is
applied inconsistently, or does not exist. Missing this important point keeps
us operating backward and paying the price for substandard organizational
effectiveness.

When the going gets tough, fearless leaders have compassion for
people but they hold the line on high behavioral standards.

We wonder why instability exists and people become resigned. Let’s face
the problem squarely: it is not because of breakdowns or challenges. People
are ready for those events. It is because of the enormous amount of energy
required to deal with those who are not taking accountability, are not