I have a friend about to be promoted from teacher to vice principal, and I offered some final advice yesterday. I shared that often people will come to you with a challenge or crisis and to them it will demand an instant response… but seldom does it require an instant response, and the response will often be better with a bit more thinking time.
Of course, emergency situations are different, and responses need to be instant in an emergency. But often the emergency being brought to your attention only requires an immediate response according to the person bringing it to you. Taking time, discovering nuances, and seeking more information will actually provide you with far more data to make your response appropriate.
So how do you slow things down?
First, acknowledge the concern. Then ask questions. And sometimes, take the time to repeat the concerns to confirm you heard them properly, and also demonstrate that you understand the issue. Then provide the person with a timeline that you’ll get back to them.
An example my friend shared was a concern of an angry parent expecting an immediate response. I suggested in this case to do what I suggested above but to take specific notes. This lets the parent know that you are taking it seriously and also allows you to feed back exact quotes at the end of the conversation to reiterate that you fully understand the complaint. Hearing the complaint read back in the exact words that it was stated in is a very reassuring way to end a meeting and let the parent know you understand why they are upset.
Once that’s done you can provide a guaranteed response that sounds something like this: “So do I have that right? Good. Obviously this is a delicate situation and I’ve got some follow up to do. I can’t promise you that I’ll have it resolved by the end of the day tomorrow (or another specific day), but can I give you a call then just to update you on my progress?”
Now you’ve got time to bounce it off of your admin team, and/or Human Resources, and/or to follow up with a teacher, and/or other students. Or at the very least you have a moment to think about the situation without it being delivered in ‘emergency mode’ when it’s not actually an emergency.
Essentially, think of it this way:
‘Your immediate urgency does not dictate the pace of my response.’
I didn’t share any of the following when giving advice but I’ll share this reflection here: Looking back at my career, I think this has been one of my superpowers. But like every comic book super hero power, there also comes a weakness. The metaphorical Kryptonite that comes with this superpower is that sometimes my reaction was too aloof. I did not address the issue with nearly enough urgency in the eyes of the person bringing it to me.
Here is a perfect example I learned from. I was a few months into running an alternative school and two boys got into a physical fight. When the teacher came downstairs to where my office was to tell me about it I asked, ‘Where are the boys now?’ One was in the downstairs lobby with the counsellor, the other was upstairs in the kitchen with the youth worker.
When I heard this, I said, ‘Ok, I’ll be there in a minute’, and quickly finished an email that I was sending to a parent. I literally took under a minute to do this, but that was taken as me not dealing with a crisis seriously. In my head, the situation was handled to a point of everyone being safe, but to my staff, who were all heightened by the very real crisis of a fight, I wasn’t prioritizing them… And upon reflection they were right.
In this case it was not just an urgency, it was indeed a crisis, and I should have responded immediately. Lesson learned. That don’t stop me from using this strategy many times later with the staff, but it reframed what they felt was a crisis rather than something they perceived as urgent but could wait. And by dealing with ‘crisis situations’ faster in the future, I was able to leverage those fast responses to delay and find out more, and respond more effectively, when I could and should give myself more time.
The real challenge is understanding not just my own sense of urgency versus crisis, but also that of the people I worked with. I’m not saying I always got it right after that, but I know that I was a much better leader when I remembered:
‘Your immediate urgency does not dictate the pace of my response.’
