Are you blindsided when things break down, problems happen, or conflict occurs? Great leaders anticipate these breakdowns and know that it’s a matter of when – not if – they’ll happen. Lead your team with a planned recovery and equip them with the skills to overcome these setbacks.

Leading When Things Break

0:22 – Last chance to get your Kindle edition of Courageous Cultures: How to Build Teams of Micro-innovators, Problem Solvers, and Customer Advocates at a crazy-good price.

1:12 – Why do light poles and stop signs break the way they do when hit by a car? Why do they break at all?

2:53 – How engineers plan for things to break to avoid more damage and minimize time to repair.

3:44 – As leaders, you can deny that things will ever go wrong or you can plan for it. Effective leaders engage in planned recovery.

4:15 – One area where planned recovery is particularly effective is in human relationships. You and your team members are going to let one another down, you will hurt each other’s feelings, and step on toes. It’s unavoidable. So how do you plan for it?

4:58 – How you can model planned recovery and help your team restore relationships when things break.

5:30 – Extending planned recovery to customer service breakdowns

6:00 – Do what you can to minimize errors and breakdowns, but plan for them so that they don’t cause catastrophic or collateral damage when they happen.