To keep a business running smoothly, managers need to train their employees on how to perform pre-prescribed duties on a consistent basis. It's also every leader's responsibility to hold their team accountable to a high standard of quality and to work with them on streamlining their processes to increase efficiency.
A big challenge, however, is in preparing teams to excel when circumstances take an unexpected turn. Uncertainty is a given in business interactions, whether with clients, partners or colleagues, and leaders must take steps to coach their employees on best practices for handling uncommon situations well.
At my company Amerisleep, we encourage our staff to approach unfamiliar problems with an inquisitive mind. Rather than get flustered by the introduction of new variables, our team members are expected to ask questions to identify the key issue, diagnose the cause, and research the best solution.
Below are three things other leaders can do to ensure their team is comfortable dealing with uncertainty -- and that they are capable of thriving too.
1. Create contingency plans teams can use to guide next steps.
When you anticipate the possibility of alternative scenarios, you can pre-plan different ways to respond.
In sales, for instance, one of the most dependable strategies is creating a script that features curated response patterns a salesperson can use to guide conversations based on each client's reaction. This reduces the negative impact of resistance and rejections because it gives the salesperson a model for how they can best overcome the situation.
When negotiating with vendors, too, you may encounter obstacles that could derail the deal. To prepare our managers for those situations, we walk them through the most common sticking points such as price and timeline. If the costs are too high, we seek ways to cut back on expected deliverables to decrease the overall scope and rework the engagement so that it fits our budget. If the delivery schedule is longer than expected, we dissect the process to discover which steps we can expedite.
As a regular part of the training process, department leaders should provide their team members with guidance for how they should process uncertainty and proceed with a solutions-based approach.
2. Train staff to identify elements under their control and act accordingly.
The unknown can be quite jarring for some people. It often causes those unprepared to abandon all hope of influencing the situation and to accept whatever happens. But participants always have some measure of control, even when the expected outcomes seem less likely to manifest.
Teach your employees to look for elements they can leverage -- such as historical data, rapport with other team members or participants, and available tools and technology -- to allow them to reestablish their composure. Otherwise, they may view new variables as an obstacle instead of an opportunity. This will also help them become more self-reliant, empowering them to independently push more projects through to completion.
Our employees at Amerisleep take this to heart. When website outages occur, rather than panic, our development team follows a pre-defined process for troubleshooting and resolving the issue. Additionally, they take this opportunity to identify ways to further strengthen the reliability of our online experience, mitigating the risk of future failures. Although it's impossible for us to predict when our site may experience a bit of downtime, what's certain is the fact that our engineers are both skilled and process-oriented enough to find the perfect solution in a timely manner.
3. Promote strong analytical and critical thinking skills.
When unforeseen circumstances disrupt a plan, it's common for people to immediately begin thinking about the ramifications of the uncertainty on their future. In these instances, they're focusing too heavily on the consequences when they should exert more energy finding meaningful solutions.
Those who excel at dealing with the unknown stay in the moment and follow a successful roadmap: prepare as much as possible beforehand; anticipate the unexpected; look for ways to make a difference; and act decisively.
By taking a structured and strategic approach to addressing unfamiliar scenarios, you maintain your ability to think through the problem rationally rather than reacting emotionally.