The Mindsets for Success in BCM and CM

Reflecting on my journey into the field of Business Continuity (BC) and Crisis Management (CM), I can't help but smile at the rocky start I had in a bank's contact center. Back then, I was the voice on the other end of the phone line, delivering what could arguably be some of the worst customer service experience. One memorable instance was responding to a customer’s question about paying off an overdraft with, “What do you mean, how do you pay off an OD? You put money in your account and don’t spend it.” It was a time when monetary rewards were common, and to be considered ”good” at your job selling mortgages and term deposits was the valued metric, I earned just as much from sales referrals as I did from my salary.

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From there, my path took many turns. I moved on to creating mortgage documentation and settling purchases, and then took a change into FX dealing and the net settlement of global Nostro/Vostro accounts. My leap into Business Continuity came almost by accident, I applied for a role I didn’t really understand but—I read a friend's BC plan the day before my interview, to get the bare minimum of insight into the concepts and ideas within the field. Yet, it was in BC that I found a groove that suited my unique need for information and connecting dots across an entire organization. My deeply geeky back-office, net settlement, and problem-solving mindset aligned well within a largely tech-driven BC team.

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Talking to other BC professionals my unconventional path into the field is common, we all come from different avenues, with very little formal University level degree targeted at all the aligned Resilience fields, there was no "regular well-worn path" leading into a career in resilience. For the next generation of BC and CM professionals, I hope you come also from a variety of life experiences and backgrounds, with the constant being the type mindsets you bring into this field. Here’s what I recommend cultivating for anyone starting a career in this industry:

Focus on Continuous Improvement

Be driven inherently by an interest in learning for the sake of learning. Recognize that things are far from perfect right away and be comfortable with building capability over time. By focusing on continuous improvement, you can methodically enhance these areas, incrementally strengthening your organization’s resilience. This often means embracing feedback, learning from every incident, and viewing every challenge as an opportunity to refine and enhance your strategies.

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Problem-Solving Mindset

This field is full of setbacks, what seams insurmountable yesterday suddenly becomes a viable solution today, keeping a problem-solving mindset means you are constantly looking for solutions, not just raising the risk and admiring the problem. What’s important is the ability to pick up and carry on, always thinking about what can be done while never losing sight of the north star of what should be done.

Effective problem solvers are proactive and resourceful, constantly thinking ahead to anticipate potential issues before they arise. This mindset involves being able to analyse complex situations, identify root causes, and develop practical solutions quickly. It’s about staying calm under pressure and having the resilience to keep pushing forward despite obstacles.

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Appetite for Change

Just because something has always been done a certain way doesn’t mean it should continue. Be open to new methods and ideas. In the dynamic field of BC and CM, change is constant, and flexibility is key. Professionals need to embrace innovation, whether it’s new technologies, methodologies, or shifts in industry standards. Cultivating an appetite for change means being curious, eager to learn, and willing to challenge the status quo to drive continuous improvement and adaptation.

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Brand Ambassador for Resilience

Advocate for resilience not just in your own practices but also as a constant source of promotion for the need to embed resilience by design. This involves not only implementing best practices within your own organization but also educating and influencing others about the importance of resilience. By becoming a brand ambassador, you help create a culture of preparedness and adaptability, ensuring that resilience becomes an integral part of the organizational fabric.

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Enjoy Thinking

In our VUCA (Volatile, Uncertain, Complex, and Ambiguous) world, understanding how one thing can affect another is crucial. As direct cause and effect links break down, being well-read and diverse in your reading will help you connect concepts and ideas that may not naturally marry at first glance. Critical thinking skills are paramount; being able to analyse trends, foresee potential impacts, and develop strategic responses is essential. Cultivate a habit of continuous learning and intellectual curiosity to stay ahead in this ever-evolving field.

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Sell the Vision

Influence where you can and find the sweet spot to ask the “next best question.” Effective communication and persuasion are critical in BC and CM roles. You need to be able to articulate your vision for resilience in a way that inspires and motivates others. This involves building strong relationships with stakeholders, understanding their perspectives, and aligning your resilience goals with the broader objectives of the organization. Being able to ask insightful questions can drive deeper understanding and uncover hidden risks or opportunities.

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Adaptable

We learn the most from responding to events, by engaging your brain and looking for individual learning opportunities as the response is ongoing. My personal mantra: “If someone is willing to teach, I might as well get taught.” Adaptability is crucial in a field where situations can change rapidly, be willing to pivot when necessary, and continuously seeking ways to improve your approach. By staying adaptable, you can better navigate the complexities and uncertainties that define BC and CM.

Have a Backbone

This field is full of things that can knock you down. Remember not to accept ‘feedback’ from someone you wouldn’t value praise from. Standing firm in your convictions, especially when faced with criticism or pushback, is essential. Having a backbone means being confident in your expertise and decisions, advocating for what you know is right, and not being easily swayed by naysayers. It’s about maintaining your integrity and staying true to the principles of resilience, even in the face of adversity.

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Now, I turn to my connections and friends on this platform—any tips or mindsets that you think are essential for building a future in this diverse and varied field? What do you wish someone had told you when you picked up that first daunting job in BC or CM? Share your insights and let's help shape the next generation of resilience professionals.

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