The Learning Leader: What Do You Do in a Crisis?

Learning: First identify the key internal and external relationships you need to pay attention to and manage. Decide the ones that you must look after — and then delegate contact with the others to someone else. Take the pulse of the organization as often as you can. Talk to ordinary people who run post rooms, who clean toilets, and who speak quietly and don't complain. Get the Cassandras and the Casualties to talk to each other — ideally in a closed room.