The Leader’s Dilemma: What to Do When Commitment Becomes the Greatest Risk
Alfonso Kaiser
Gerente de Programas y Portafolio Certificado | Experto en Planificación Estratégica y Gestión de Riesgos | Más de 28 a?os de liderazgo global | MBA, MSc, Ingeniero Naval, PfMP, PgMP, PMP, PMI-RMP
In the complex world of project management, tough decisions are not the exception but the rule. Leaders face situations where the right path is not always clear. Yet, we are responsible for acting reasonably and in the best interest of the team and the organization.
Recently, I led a high-performing team providing services to a critical client. Their commitment and results were outstanding, but one member's lack of commitment and performance started causing problems. Despite attempts to address the issue, no improvements were seen, and negative feedback from the client began to become more frequent.
In a context where account onboarding is complex and takes over a month, a critical question arose when we were negotiating a service extension: Should I replace this person, knowing the impact it would have on the team, the client, and the organization?
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The dilemma was apparent: the cost and time of replacement were significant, but allowing someone with poor performance to continue on the project not only jeopardized our relationship with the client but also sent the wrong message to the rest of the team. How could we reward a lack of commitment at the expense of those who, despite excellent performance, would be left out simply because they were not on the right project?
Leadership decisions are rarely straightforward, but some principles must be maintained. Poorly managed incentives can quickly become threats to team cohesion and morale. As leaders, we must ensure that excellence is recognized and that lack of commitment is not tolerated, regardless of the circumstances.
I decided to replace this person at the end of the original contract, not because it was the easiest option, but because it was the right one. This decision sends a clear message: in our organization, loyalty, commitment, and excellence are the proper drivers of success, and any deviation from these values will be corrected for the benefit of the team, the project, and the organization.