Biggest lesson learned
As a young graduate from business school Sam went through a trainee program and was then taken on as a permanent employee at the bank's corporate headquarters in Detroit. Half a year later he caused an incorrect booking, which caused the department irrecoverable damage of over 100,000 US Dollar. It was clear to everyone in the office what happened and who made the mistake.
His manager was on a business trip at the time. Everyone held their breath when the head of department appeared a few days later in the open-plan office, walking towards Sam's desk and saying “Come with me!” She walked in front of him without a word, took the elevator and went to the top executive floor. When they got out of the elevator, she walked in front of Sam to the office of a Board Member who was known to be choleric. The young men trembled, because his dismissal was the obvious consequence. Now his manager spoke for the first time and told Sam: "We're going in there now and you won't say a word. Do you understand me?" He nodded. Shortly after entering the office, the Board Member yelled at the manager for 20 minutes. Sam's boss at the time remained calm. She only said twice: “You are right, the mistake happened in my department and I take full responsibility for it.” Sam stood quietly in the back and was ignored by the Board Member. After the executive vented, they both left the office.
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Outside the manager looked the young man into his eyes and said slowly and insistently: “I don't want you to make the same mistake again. I want you to learn from it. Making a mistake is not a big deal, in particular when you do things for the first time. Making the same mistake twice is a choice, a decision not to learn from experience and reflection.” Then he turned and left without mentioning that topic anymore. Sam is now a successful manager himself and says: “After that day, I would have done anything for my leader. I would have jumped out the window for her, if she had asked. After all I learned from her what it really means to be a leader and step up and assume responsibility.“
What was your defining leadership moment?