“Use the difficulty”

In the wonderful Fresh Air interview from 2003, the actor Michael Caine talks about an early lesson he received on handling unforeseen problems: "I was rehearsing a play and there was a scene that went on before me, and then I had to come in the door and they, they rehearsed the scene and one of the actors had thrown a chair at the other one. And it had gone right in front of the door where I came in. So I opened the door and then rather lamely, I said to the producer who was sitting out in the stalls, I said, well, look, I can't get in. There's a chair in my way. So he said, "Well, use the difficulty." So I said, "What do you mean, use the difficulty?" He said, "Well, if it's a drama, pick it up and smash it. If it's a comedy fall over it."

Closer to home, many years ago, a Chennai IT company whose focus was software development faced the real risk of losing a valuable client. The reason: the client wanted their offshore partner to be strong in “Validation & Verification Services” too, in other words, system testing. The company took this feedback from the client not as bad news but as an opportunity. They knew that building this capability would require beefing up in several areas: relevant technical skills, test strategy, risk assessment, industry-specific knowledge, UX, automation, performance testing, and even regulatory and compliance knowledge. Undaunted, they started putting together a small team. Over time, they were able to build a large testing practice that added significantly to their revenue.

The above two examples illustrate how we can react when faced with unexpected developments. Both the actor and the company used an unforeseen problem as a way to do something new and fresh. Turning nasty surprises to your advantage involves a few steps:

• Stay calm. It helps us more to focus on what is in our control rather than wring our hands over what isn’t in our control.
• Assess the situation. Gather information to understand the full scope of the surprise. Can you find out why it happened and who was involved?
• Shift your mindset. Shift your perspective to see the surprise as a challenge or opportunity rather than a setback. Instead of asking ourselves, “Why is this happening to me?” we can ask ourselves, “What can we do with this new reality?” or "How can we learn from this?" or "What doors does this open?"
• Take appropriate action. Thinking creatively and brainstorming solutions can help you pivot or adapt to the new circumstances. You can also leverage your known strengths when you do this. Small, decisive steps can help you test your solution’s viability and build momentum.
• Reflect and grow. Michael Caine said that he never forgot this advice to ‘use the difficulty’ and used it ever since. What can you learn from your own experience? How can you better anticipate these kinds of challenges? What can you do better next time? Letting this experience sink in can build resilience in you; you now know you can handle surprises.
• Seek support. Asking others for advice or help can yield new perspectives and solutions. This requires us to be unafraid to ask for help.

Effective leaders keep lines of communication open with all those affected by unforeseen difficulties and their responses to them. Clear and timely communication can prevent misunderstandings and build trust. I have also seen leaders turn their experiences into great stories of triumph, ones that can inspire others.

How have you handled unpleasant surprises? What has helped you? I would love to hear from you.