Leading a People Turnaround: Mastering the Art of Relationship Repairs

By Jayson Krause, Managing Director of Level 52 & Award-Winning Author of The Science Behind Success

When it comes to leading people, trust is often likened to a bank account. You make deposits through actions that build trust and withdrawals when trust is compromised. But here's an organizational truth: even the most intentional leaders make withdrawals. Mistakes happen. Misunderstandings occur. Trust gets damaged. The question is, how do you bounce back? The answer lies in an often-overlooked aspect of trust building: relationship repairs.

Relationship repairs are the equivalent of making a deposit after a hefty withdrawal that has left you in a deficit. They're about acknowledging the mistake, taking responsibility, and making it right. They're about rebuilding trust brick by brick. It’s incredibly effective, yet, many leaders shy away from this. They either ignore the issue, hoping it will fade away, or they deflect blame. This is a poor strategy because experience has taught me that avoiding repairs doesn't make the problem disappear; it merely sweeps it under the rug.

Why then are relationship repairs such a potent trust builder? Because they demonstrate humility, accountability, and resilience. They show that you're not just a leader who celebrates victories but also one who faces setbacks head-on. They show that you value the relationship more than your ego. All of these are not only value-adds to the relationship, but organizational viruses you want spreading throughout the company.

Let's get practical. How can you become adept at relationship repairs?

1. Acknowledge the issue: The first step in any repair process is acknowledging that something is broken. This requires humility and self-awareness. It's about admitting, "I messed up."

2. Apologize sincerely: A genuine apology goes a long way in mending broken trust. But remember, a true apology is not about making excuses. It's about expressing regret and understanding the impact of your actions.

3. Make amends: Apologies are a good start, but actions speak louder than words. Show that you're committed to making things right. This could be through changing your behavior, making up for a mistake, or taking steps to prevent a recurrence.

4. Learn and grow: Use the experience as a learning opportunity. Reflect on what went wrong and how you can avoid similar mistakes in the future. This shows resilience and a commitment to personal growth, both of which are key to rebuilding trust.

Despite your planning and best-intentions, things will go wrong. Relationship repairs are a powerful, yet underutilized tool in a leader's trust-building arsenal. By mastering this art, you can turn setbacks into switchbacks that lead to stronger trust and deeper relationships that enable you and your organization to continue to progress.