It's part of the job.
A few years ago, a client of mine, Dennis,* the CEO of a financial services institution, walked into his executive team meeting and declared, “Anyone else have any darts they want to throw? I seem to be the dartboard of the week.”
I recently caught up with Dennis, now retired, and asked him about that experience of harsh public reproach, and whether, in hindsight, there was anything he would have done differently. If you’re a leader who’s facing down the strident criticism of those you lead — and even if you’re not, you’d be wise to assume your turn may be around the corner — here are some ways to steel yourself and respond well.
When you make mistakes, the scrutiny from the broader organization is intensified. Remember, the farther people are from the problem, the less context and understanding they have. They will fill in the blanks with conjecture, projection of their own trauma, and perceived motives for why you did what you did.
It might feel counterintuitive, but more transparency will work in your favor. Whether caused by your actions or not, even unintentionally, the result is that people you lead are now frustrated, hurt, angry, and confused. Your job isn’t to determine whether those feelings are legitimate or not — your job is to demonstrate empathy for them, regardless of whether you think they’re warranted. Doing anything that conveys dismissiveness risks making people feel like you’re gaslighting them.
It’s always helpful to have people with specific expertise inform your choices. But when all is said and done, you need to stand up in front of the world and represent your message authentically and honestly.
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