Learning…the Hard Way

I was embarrassed and disappointed.

I should have known better. 

It was all going well, until it was not. 

As soon as the official from their embassy in Washington, D.C. uttered his words, I knew it was going to be a “learning moment,” and I would be learning the hard way. 

I do not remember the precise phrase he used but, after an awkward pause, he said something to the effect of, “Mr. Fradkin, may I ask your age?”

At the time, I was in my early 30s.

I had been given, or more accurately, defaulted into, an interesting assignment.

The President of the Republic of Botswana, Quett Ketumile Joni Masire, would be coming for a private breakfast at the headquarters of my employer in Chicago.

I had been asked to co-host and coordinate his visit.

I was the default organizer because, at the time, I was leading a large and rapidly growing international business. 

I had been traveling the globe.

Much like a sponge, I was absorbing all sorts of new life and business experiences – cultures, customs, geographies and more. 

I was immersed in these adventures across the Asia Pacific region, Europe, the Middle East, Africa and South America and was lulled into a false sense of assurance.

I became reasonably agile and comfortable moving across different geographies and cultures.

I was at ease shifting from Tokyo to Sydney, Singapore to the Sultanate of Oman and Johannesburg to Sao Paulo.

As the miles and experiences grew, so too did my confidence.

I adapted swiftly and seamlessly to new and unique environments and circumstances.

Growth and learning comes quickly with exposure.

Directly encountering global diversity helps one appreciate the cultures of others while also sharpening an understanding of what is truly different, special, good and less so about your own country.

Touching walls of all types and built for different purposes - from the Great Wall to the Berlin Wall to the Wailing Wall immerses you in history.

Visiting the world’s great towers – CN, Big Ben, Eiffel, Pisa, the Tower of London, the Tokyo Tower, and Kuwait Towers helps you appreciate the growth, progress and pride of different societies.

Viewing the splendor of the waterfalls of Iguazu, watching a community reaction to a Yakuza parade, running the City2Surf and more all combine to provide an array of experiences that can bolster one’s belief that they are eminently adaptable.

In some ways, I felt like a secret agent, capable of blending into any locale in which I was operating.

It made me believe that organizing a diplomatic visit was just another adaptation that I could easily handle.

I now know that experiencing something is not the same as mastering it.

It is easy for confidence to get outsized when things are going well.

Business had been booming. 

Clients were happy. 

The franchise was growing consistently at double-digit rates and financial performance was excellent. 

At the time, however, I had no formal exposure to diplomatic protocol.

It was not in my background and it was not a part of my regular job.

There is a reason that we refer to the diplomatic corps, diplomatic missions, diplomatic immunity and the etiquette of diplomatic protocol, none of which was a particular focus for me at the time.

Diplomacy operates with its own unique etiquette.

The experiences I gained through my global travel had given me a false sense of security and convinced me that I would “figure it out.” 

I jumped into the role with zeal. 

I did not have a playbook but I tried to cover every detail.

There was work to coordinate with corporate and building security.

There was liaison activity with the U.S. Secret Service, which is responsible for protecting foreign dignitaries visiting the United States.

There was menu planning, including a review of dietary restrictions and preferences.

There was the need to obtain the flag of Botswana so we could have it on prominent display.

There were so many other details but, for a novice in this arena, I thought I was doing a pretty good job – until the pause.

Looking back on it, I was in over my head and it was apparent.

The pause came when my contact at the Embassy of the Republic of Botswana asked where, precisely, the President would arrive and how he would be greeted.

Having worked with the Secret Service, I knew the entrance that would be used.

I was aware that it would not have a revolving door and other security related details.

Accordingly, I described the entrance with confidence, whereupon my contact pressed for the answer to “who” would greet the President at the door upon his arrival?

I assumed my contact’s concern was with the ease of getting from the arrival to our dining room.

I volunteered to meet the President and his entourage at the door to personally escort them to our meal and to meet the others in our party.

It was at this moment that he asked my age, and followed his question with a directive.

“Of course,” he said, “you will be there along with your CEO, waiting for President Masire’s arrival.”

“Yes,” I said, “of course,” as I rolled my eyes at my own foolishness in not planning for presidential protocol.

In the end, the visit came off without a hitch.

The logistics were smooth.

The meeting was productive.

President Masire’s insights on the Republic of Botswana, their elephant herds, the diamond industry, tourism, and his story of being accidentally shot down by an Angolan Air Force jet were memorable.

As I reflect on the experience, it was humbling and there were important learnings.

Experience should not be equated with mastery.

Preparation can never be too thorough.

Fully understanding complete context matters.

These learnings made a remarkable visit more impactful even though they were learned… the hard way.