#12 Handling Setbacks & Failures

As a Line Manager you are no stranger to the challenges and pressures that come with the role. While you've tasted success and seen your team achieve remarkable outcomes, setbacks and failures are an inevitable part of the journey. In this chapter, we will build on the previous chapter about becoming more resilient and explore more specifically how to bounce back from adversity, turning those setbacks into stepping stones for personal and professional growth.

Before we get started, let us understand these two terms:

Setbacks

A setback in the context of a Line Manager's role refers to a temporary or momentary hindrance or obstacle that disrupts the normal course of business operations, team performance, or project execution. Setbacks can be caused by various factors, such as unexpected challenges, external factors beyond the manager's control, or temporary setbacks in achieving certain goals or objectives. They are often seen as temporary disruptions that can be addressed and overcome with the right strategies, often requiring adjustments in the management approach or project plans.

Failures:

Failures, on the other hand, are outcomes that do not meet the intended goals, standards, or expectations. In the context of a Line Manager, failures can manifest as the inability to achieve critical business objectives, project goals, or team performance standards. Failures are typically more substantial and have a more enduring impact than setbacks. They can result from a range of factors, including poor decision-making, insufficient planning, or persistent challenges that couldn't be adequately addressed. Failures often necessitate a more comprehensive review of the situation and a deeper analysis to identify root causes and develop strategies for future success.

Differentiating between the two:

Setbacks are usually short-term and have a limited impact on overall performance, whereas failures have longer-lasting effects and may significantly hinder progress.

Setbacks are often reversible, with strategies that can help overcome them. In contrast, some failures may be irreversible and require a fundamental change in approach or strategy.

Setbacks are typically related to specific challenges or obstacles that can be addressed with adaptability and short-term solutions. Failures are broader in scope and may result from systemic issues or persistent problems that require a more comprehensive response.

Both setbacks and failures can provide valuable learning opportunities, but failures often offer deeper insights and opportunities for profound transformation and growth.

Learning from Experience

One of the key characteristics of a successful manager is to be able to take a step back and diagnose what went wrong and how it can be put right. A manager should also take a ‘lessons learned’ approach so that they may avoid the same thing happening next time. We get very caught up in a ‘success culture’ and feel ashamed or embarrassed to admit when something has gone wrong so this can be a challenge, particularly if you are working in a culture where making mistakes has a negative impact on the perception of how well you perform. However, without acknowledging that things went wrong, we lose the opportunity to improve and grow our skills and capability.

Writing for Forbes in 2020, the Forbes Business Council emphasise the need see failure as a learning experience and to understand that ‘defeat is a tool’. They suggest the need to reframe the experience and turn it into a positive which then allows you to move forward constructively.

All of this is easier said than done though, especially if you are dealing with the consequences of the setback or failure. Putting things right will need to take priority in the moment but then it is important to set aside some time afterwards to thoroughly look at what happened and try to identify the root causes.

Working Example

In Chapter 9 of this management series we looked at a working example of Sarah (the Line Manager) tasked with increasing sales revenue by 20%. Let’s imagine we are Sarah and her sales targets have not only failed to achieve the 20% growth so far, but they are down on previous months so it is looking likely they will fail.

Assessing this Setback

Sarah recognises that there is a need to assess the situation thoroughly so that she can get to the bottom of what has happened. Is it all down to market forces or is there something going on within the team?

She gathers her team for a post-quarter review and realises that the root cause of the failure is a lack of training and clear communication about the new strategy. Her team do not fully understand the changes and feel overwhelmed leading to a reduction in confidence which has impacted on the way that they approach their customers.

Instead of dwelling on the disappointment, Sarah decided to turn this setback into a learning opportunity. She understood that it was essential to accept responsibility for the failure as the leader of the team. She took some time to consider how she can learn from this and do things differently going forward.

Sarah’s Approach to Learning from the Experience

Open Communication - Sarah started by having open and honest discussions with her team. She admitted the failure and acknowledged her role in it. This created a sense of transparency and trust within the team.

Identifying the Lessons - Sarah and her team went through what went wrong and what could be done differently. They identified that the new sales strategy was excellent, but its implementation lacked proper training and support.

Training and Development - Sarah committed to providing comprehensive training and support for her team to ensure they understood and could execute the new strategy effectively.

Revised Strategy - The setback also helped her refine the strategy further based on the feedback and lessons learned. She adjusted it to make it more practical and aligned with the team's capabilities.

Avoiding the Same Mistake in the Future

Continuous Communication - Sarah established a culture of continuous communication and feedback within the team. This helped ensure everyone was on the same page and felt comfortable addressing concerns or misunderstandings.

Regular Training - She implemented regular training sessions to keep the team updated and well-equipped to handle any changes in strategy or processes.

Monitoring Progress - To prevent a similar setback, Sarah closely monitored the team's progress and performance, making necessary adjustments as needed.

Outcome

In this scenario, Sarah's proactive approach to learning from the setback and her commitment to continuous improvement made a significant difference. In the subsequent quarters, the team not only met their sales targets but exceeded them taking them close to the growth objectives set by the business. The setback became a pivotal moment in Sarah's career, illustrating how valuable lessons can be drawn from failures and setbacks when approached with a learning mindset.

Strategies for Analysing Setbacks and Failures

There are several tools you can use to analyse what has happened in a particular situation and how to make improvements. One of my favourites is the Fishbone Diagram originally from the 1920’s but made popular in the 1960’s by Kaoru Ishikawa – sometimes also known as the Herringbone Diagram or Cause and Effect Diagram. It starts with identifying the factors that relate to the ‘defect/error/issue’: Management, People, Process, Environment, Equipment, Measurement and Materials. These categories can of course be tailored to the situation but should be broad enough that they provoke thought into the less obvious causes.

There is an excellent example of the Fishbone Diagram in use published by the NHS when they analysed Waiting Times’ The major factors that they explored were Environment, Methods, Equipment and People. See illustration below:

Once the factors have been identified then the potential root causes can be explored further. The 5 Whys technique (Sakichi Toyoda) can be used to drill down into the root causes.

E.g. Employees are frequently missing project deadlines

Why 1: Why are employees missing project deadlines?

Because they are overwhelmed with their workloads.

Why 2:     Why are employees overwhelmed with their workloads?

Because there is a high volume of incoming tasks and projects.

Why 3:     Why is there a high volume of incoming tasks and projects?

Because the company is taking on more projects than before.

Why 4:     Why is the company taking on more projects than before?

Because there's increased demand for the company's services.

Why 5:     Why is there increased demand for the company's services?

Because the company has recently expanded its marketing efforts and entered new markets, attracting more clients.

Using these methods we now understand the root cause of employees missing project deadlines is the increased demand for the company's services due to the expansion of marketing efforts and entry into new markets.

Coping with Setbacks and Failures

Hopefully by now you will have understood that our response to a situation is within our control to manage. There will be the initial shock or frustration to experience but once we recognise this negative response we can choose to apply a coping mechanism to turn things around so that we do not get stuck in the negative mindset.

Here are some ways that we can cope better with setbacks and failures.

Embrace Emotional Resilience

Acknowledge that setbacks and failures are a part of your journey as a Line Manager. Expect emotional ups and downs, and build emotional resilience to navigate them effectively.

Maintain a Growth Mindset

Embrace the belief that you can learn and grow from every setback. View failures as opportunities for personal and professional development rather than as personal shortcomings.

Practice Self-Compassion

Be kind to yourself. Avoid self-criticism and self-blame when things go wrong. Understand that everyone faces setbacks, and they do not define your worth or competence.

Seek Support and Feedback

Don't carry the emotional burden alone. Reach out to mentors, peers, or your support network for guidance and perspective. Their feedback can offer insights and comfort during tough times.

Mindfulness and Stress Management

Develop mindfulness techniques to stay in the present moment and manage stress effectively. Meditation, deep breathing exercises, and yoga can help you stay calm and focused.

Set Realistic Expectations

Avoid setting overly ambitious or unattainable goals. Realistic expectations reduce the emotional impact of not achieving them.

Analyse and Learn

After a setback or failure, take time to analyse what went wrong. Consider it a learning experience and focus on what you can do differently next time.

Develop a Personal Resilience Plan

Create a resilience plan that outlines how you will cope with setbacks. Include strategies, self-care routines, and contingency plans.

Stay Optimistic and Positive

Maintain a positive outlook. Focus on what you've accomplished and the opportunities that arise from setbacks. A positive attitude can significantly impact your emotional response.

Distract and Reframe

When emotions run high, take a break or engage in activities you enjoy. A change of scenery and perspective can help you reframe the situation.

Stay Connected with Your Team

Communicate with your team openly about setbacks and failures. A supportive team can help alleviate emotional stress and share the burden.

Celebrate Small Wins

Recognise and celebrate even small achievements along the way. This can boost morale and help you maintain a sense of progress.

Professional Development and Training

Invest in your skills and knowledge. Continuously improving your capabilities can boost your confidence and reduce the emotional impact of setbacks.

The Batari Box

Getting stuck in a negative mindset can create a cycle of negativity affecting others in your team. The Batari Box (origins unknown) provides a useful framework to illustrate how this cycle works:

Using this model to reflect on our mood, we can see the link between how we feel and the influence this has on our behaviour. Then how we behave influences how others feel and consequently their behaviour. Until one person breaks this cycle, there will be a continuous loop of negative feelings and negative behaviours.

Getting out of the box

Step 1 - The first step is to recognise that you are ‘in the box’. Self-awareness is a skill that can be developed and practiced.

Step 2 - Take a break if necessary. Step away from your current environment for a few minutes if you can. A change of scenery can break the cycle of negativity and reset your mood.

Step 3 - Practice mindfulness if needed. Deep breathing exercises can help to calm your nervous system and reduce stress and anxiety.

Step 4 - Positive self-talk - challenge and replace negative thoughts with positive affirmations. Remind yourself of your abilities and past successes.

Step 5 - If you are really stuck in the moment, it can be helpful to take a moment to think about things you're grateful for or times when you have overcome a difficult problem. Focusing on the positive aspects of your life can shift your perspective.

Step 6 - Engage in some physical activity, even if it's a short walk or a few stretches. Exercise releases endorphins, which can improve your mood.

Step 7 - If your low mood is linked to a setback or failure it might help to identify achievable tasks or goals for the day. Crossing them off your list can give you a sense of accomplishment.

Step 8 - Share your feelings with a trusted colleague or mentor. Sometimes, discussing your concerns with someone else can provide valuable insights and support.

Step 9 - Return to the issue with a fresh and reframed mindset.

Communicating setbacks and failures

Sometimes we cannot avoid the inevitable and we must explain what has happened to the team or even to the senior management. The worst thing we can do is try to cover it up or let them find out from somebody else.

Here are some helpful tips on how to do this:

Prepare and Reflect

Before you communicate the setback or failure, take some time to thoroughly understand the situation. Reflect on the root causes, what went wrong, and potential solutions. This will help you present the issue more clearly.

Choose the Right Time and Place

Select an appropriate time and setting for the communication. Ensure you have their full attention and privacy when necessary.

Be Honest and Transparent

Honesty is key. Clearly and openly explain the setback or failure, its impact, and the challenges it presents. Avoid sugar-coating the issue.

Use Positive and Solution-Oriented Language

While acknowledging the problem, convey your commitment to finding a solution. Use language that focuses on problem-solving and forward progress.

Share Responsibility

If you were involved in the setback, take responsibility for your role. Encourage a culture of collective responsibility within the team.

Present a Plan of Action

Share your thoughts on how to address the issue. Outline a clear plan of action with specific steps and deadlines.

Be Open to Feedback

Encourage your team and senior management to share their insights, feedback, and suggestions for resolving the problem. Actively listen to their input.

Address Concerns and Questions

Expect and address concerns or questions from your team and senior management. Be prepared to provide detailed responses to their inquiries.

Reiterate the Bigger Picture

Remind everyone of the broader organisational goals and how overcoming this setback will contribute to those objectives.

Maintain a Positive Outlook

Despite the setback, maintain a positive and confident demeanour. Your attitude can influence how others perceive and respond to the situation.

Follow Up

Stay engaged and ensure that the plan of action is progressing as intended. Regularly update your team and senior management on the progress.

By following these steps, you can effectively communicate setbacks or failures to your team and senior management while also demonstrating your commitment to addressing the issue and driving the organisation forward. Effective communication in these situations can help build trust and maintain the confidence of your team and superiors. It is important to emphasise that the person you speak to may have an emotional reaction to what you are telling them so give them a moment to process what you say and avoid coming across as defensive. Once they calm themselves, your positive approach will set the tone of the conversation.

Key Takeaways:

1. Developing emotional resilience is essential to bounce back from setbacks and failures effectively.

2. Every setback and failure holds valuable lessons that can contribute to personal and professional growth.

3. Embrace a growth mindset and see setbacks as opportunities for improvement rather than personal shortcomings.

4. Use techniques like the "5 Whys" to identify the root causes of setbacks and address them.

5. Implement coping strategies, such as mindfulness, self-compassion, and stress management, to deal with the emotional impact of setbacks.

6. Effectively communicate setbacks and failures to others, emphasising transparency and solution-oriented language.

7. Present a clear plan of action to address the setback, and actively involve your team and superiors in finding solutions.

8. Stay positive and focused on the bigger picture, even when dealing with setbacks.

9. Encourage a culture of open communication where team members feel comfortable reporting setbacks promptly.

10. Use each setback as an opportunity for learning and improvement and encourage your team to do the same.