Understanding the True Depth and Breadth of the Problem
Matt had listened intently, and now felt the eyes of his team looking at him for direction. The quiet was filled with alarm and anxiety. Would he be confident and decisive or freeze? Terry broke the awkward silence with a possible solution, “Boss, based on what we know, the solution seems obvious, doesn’t it?”
Matt slowly clicked his pen, “What do we know?”
Terry outlined the case they’d just heard, “We know there is one person who engaged in misconduct. We know there is one victim. And we know that the incident was relatively minor and happened a few years ago. Let’s just get them both in the same room, ask them to forgive each other, and get back to work.”
Matt looked out the window. “Terry, I appreciate your suggestion, but we don’t know any of that. We have an allegation. We don’t know if it’s true or false or confused. We don’t know if there is evidence that could be produced or destroyed. If we jump to mediation, either side could destroy evidence or start tampering with witnesses. At this point, we don’t know what we don’t know. Even though we are in a busy season right now, we’re going to slow down and initiate an investigation.”
The presenting issue in a crisis is often just the tip of an iceberg. That is not what many leaders want to hear. However, If you draw conclusions and make a comprehensive plan before having a solid foundation of facts, you are doomed to fail, and trust may be irrevocably broken. What is needed early in a crisis is a willingness to slow down, be curious, and seek the truth in all its complexity. All of that takes courage. At this stage in a crisis, there is a “fog of war” element and the most important priority is beginning a process that will cut through the fog of initial impressions and get to facts.
In this stage of a process, it can be important to communicate that you are taking this investigative step and letting the facts lead. This is sometimes called a “holding statement.” In some situations, it is done in conjunction with a workplace investigation. A holding statement should be brief and factual. There isn’t much to say at this stage, because at this stage the only thing that is clear is noone has the whole picture. That can be scary, and it will not alleviate everyone’s anxiety, but it is honest and honesty is the pathway to rebuilding trust over the long term.
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