Turning Crisis into Opportunity: A Leader's Journey Through Coaching

Context: A business manager, Sarah, is facing a significant issue with a key product launch. Despite careful planning, the launch has encountered several unexpected obstacles, from supply chain delays to unclear communication between teams. The sales targets for the quarter are at risk, and Sarah feels overwhelmed. She’s been working long hours, trying to solve everything herself, but the situation only seems to be getting more complicated.

Step 1: Starting with a Coaching Mindset (Humility & Curiosity) As her leadership coach, I approach the conversation with humility and curiosity. Instead of offering immediate solutions, I begin by asking Sarah open-ended questions to understand her perspective.

I ask:

• "What is your understanding of the challenges we're facing with this launch?"
• "How do you feel about the current situation and your role in it?"
• "Can you identify the key factors that you think are contributing to these issues?"

By asking these questions, I allow Sarah to articulate the problem in her own words. I’m not just gathering facts; I’m also helping her process her emotions and take ownership of the situation. This starts the conversation on a reflective note, giving Sarah the space to think critically about the challenges and what she may or may not have control over.

Step 2: Socratic Inquiry & Defining the Problem Once Sarah has shared her views, I use the Socratic method to guide her deeper into the root cause of the problem. Instead of telling her what I think might be wrong, I ask more probing questions to challenge her assumptions and encourage new insights.

I ask:

• "What do you think could have been done differently in the planning phase?"
• "How could communication have been improved between your teams?"
• "What patterns do you see in previous launches? Have you encountered similar challenges before, and how did you address them?"

These questions guide Sarah to connect past experiences with current issues, which often leads to greater clarity. The goal isn’t just to identify the symptoms but to uncover the underlying causes. As Sarah reflects, she begins to see that communication breakdowns, a lack of contingency planning, and an over-reliance on a single vendor were key contributing factors.

Step 3: Exploring Alternatives & Encouraging New Perspectives (Cognitive and Emotional Reframing) Now that we’ve identified the problem, I help Sarah reframe her thinking. Instead of focusing on the stress and failure, I encourage her to see the opportunity for growth. I ask questions that prompt her to view the situation from different angles and consider new solutions.

I ask:

• "What options could we explore to resolve the supply chain issues? Are there alternative vendors or workarounds we haven’t considered?"
• "How might this situation help you improve communication with your teams moving forward?"
• "What strengths does your team have that you can leverage in this challenging time?"

These questions help Sarah reframe the situation from one of crisis to one of opportunity. She starts considering potential solutions, such as exploring alternative suppliers and organizing cross-team workshops to strengthen collaboration and transparency.

Step 4: Creating a Safe Space for Experimentation (Safe Transitional Space) In coaching, creating a safe space for experimentation is crucial. I encourage Sarah to take small, manageable risks by testing new approaches in a low-pressure environment. This allows her to learn and iterate, building her confidence and resilience.

I ask:

• "What is one small change you could implement today that might have an immediate impact on the team’s communication?"
• "How can you test an alternative supply chain strategy without committing to a large-scale change right away?"

By breaking the problem down into smaller, testable steps, I encourage Sarah to take action while minimizing the risk of failure. This approach fosters confidence and teaches her how to manage challenges in a more agile way.

Step 5: Building Trust and Addressing Undiscussables (Trust & Productive Conversations) During the coaching sessions, it’s important to address the uncomfortable truths—the "undiscussables." In Sarah’s case, one of the elephants in the room is the over-dependence on a single vendor. I help Sarah navigate this difficult conversation by asking her reflective questions and encouraging an open, honest dialogue.

I ask:

• "How do you feel about your reliance on this single vendor? Do you feel it’s time to diversify your supply chain?"
• "What might you be avoiding by not addressing this issue directly?"

Through this conversation, Sarah is able to confront the risk of continued reliance on one vendor. She begins to see the need to diversify and build stronger, more resilient partnerships.

Step 6: Action Planning and Accountability (Setting Goals and Action Plans) Once we’ve explored potential solutions and reframed the situation, we turn to action planning. I help Sarah identify the steps she needs to take to resolve the issue and set realistic goals moving forward.

I ask:

• "What are the immediate steps you can take to resolve the communication issues with your team?"
• "What new metrics or checkpoints can you introduce to keep the launch on track?"
• "How will you measure success and hold yourself accountable?"

We break the action plan into manageable tasks and establish clear accountability. Sarah sets specific, measurable goals for improving communication and exploring alternative suppliers. She leaves the conversation with a clear direction and a sense of ownership over her team’s success.

Step 7: Reflection & Continuous Improvement In our next session, we reflect on the progress made and revisit any challenges. This ongoing coaching process ensures Sarah continues to develop her leadership skills and becomes more adept at managing future obstacles.

I ask:

• "Looking back, how did your new strategies work? What went well, and what could have been improved?"
• "How has your approach to decision-making evolved since our last conversation?"

This reflection deepens Sarah’s learning and helps her refine her strategies for future business challenges.

Outcome: Through this coaching process, Sarah develops greater self-awareness, gains clarity on the root causes of her team’s challenges, and identifies actionable steps to resolve them. The questioning approach not only helps her solve the immediate business problem but also enhances her leadership skills, decision-making, and ability to adapt in the face of future obstacles.

By using the coaching techniques of inquiry, reframing, and reflection, Sarah moves from feeling overwhelmed to feeling empowered, ultimately improving both her personal leadership and the overall business outcomes.