The Power of Reassurance: How Leaders Bring True Closure to Conflict

Unresolved issues can linger in a team like a fog, quietly affecting morale long after the crisis seems resolved. As leaders, how often do we mistake action for closure? What does it take to reassure your team and bring them lasting clarity?

It started with a disgruntled team member whose attitude began to ripple across the team, creating frustration and tension. I could see the problem growing and knew I needed to act swiftly.

We rolled out several initiatives to address the tension, each step carefully calibrated to support the team while holding the individual accountable. Conversations were had, boundaries were set, and eventually, we had to isolate the individual to protect the rest of the team’s morale and progress.

It was not an easy decision, but by the end of the process, things seemed to settle. The air felt lighter, and I thought the worst was behind us.

But closure, I would learn, is not always where you expect it.

Six months later, during feedback sessions, I was caught off guard when someone said, “Honestly, I do not think we have fully moved past that time.” Their words were echoed by others, who admitted they still felt unsettled by how things had unfolded.

My initial reaction was surprise. Had we not addressed the issue decisively? Had we not taken all the necessary steps to resolve the conflict?

But as I sat with their words, I realized the gap. I had assumed the crisis was over when the immediate steps were implemented. What I had not done was close the loop with the team.

I had failed to revisit the situation with them, to fully explain the steps we had taken as leadership and provide the clarity and reassurance they needed. In my rush to resolve the problem, I had not offered them a true resolution.

Daniel Coyle, in "The Culture Code," discussed how teams can bounce back from crises when leaders do the right things to foster connection and purpose. Coyle’s framework identified three key skills that high-performing teams used to recover and grow stronger after adversity:

1. Build Safety: Safety ensures team members feel secure enough to express concerns and engage openly. Without it, unresolved issues linger, creating distrust and disengagement.

2. Share Vulnerability: Leaders build trust by admitting struggles and challenges. Sharing vulnerability shows authenticity and invites collaboration to address shared challenges.

3. Establish Purpose: Purpose connects the team’s actions to a larger mission, providing clarity and alignment. It becomes an anchor for teams navigating through uncertainty.

Coyle noted that crises, while difficult, could strengthen teams when approached with intention. He used Pixar’s 1998 crisis as an example.

Early drafts of Toy Story 2 fell far short of Pixar’s high standards, forcing leadership to scrap the project and start over. This bold decision reinforced their commitment to creative excellence and transformed a crisis into a defining moment of purpose and identity.

Crises, as Coyle explained, could act as a crucible, clarifying priorities, deepening bonds, and fostering resilience. Leaders who leaned into crises with transparency and focus often helped their teams emerge stronger and more aligned.

Reflecting on my own experience, I probably could have done better overall, but at the same time, I take comfort that at least I salvaged the situation. I used a mini town hall—a sit-down session with the entire team—as a form of closure. I opened the floor for any questions, which provided the team with reassurance and a sense of transparency.

I attempted to use that moment to strengthen the team, making sure everyone could move forward with clarity. While I did not fully close every loop, that was my consolation to ensure the team felt supported and reassured.

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Here Are My Three Actionable Tips

1. Plan for Check-Ins and Closure From the Start: Often, we leave out the debriefs or learning evaluations after a problem is addressed. From the onset of a crisis, make a plan to revisit the situation with the team once the dust has settled. Schedule time to reflect, learn, and ensure everyone feels closure.

2. Share Your Struggle as a Leader: Articulate the challenges and difficult decisions you face as a leader. Sharing your struggles shows your team that you are human and approachable. It builds trust and reassures them that you are navigating the crisis alongside them with integrity and transparency.

3. Reaffirm Purpose and Build Forward: After a crisis, bring the team together to reconnect and find a renewed sense of purpose. Use the incident as an opportunity to reinforce your mission and make the team stronger. Purpose allows teams to bounce back and move forward with clarity and unity.

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Think of reassurance as a filtration system, separating dirt from water, much like leaders separate noise from key issues. Without it, the resolution feels incomplete. By planning check-ins, sharing your struggles, and aligning the team with a clear purpose, you transform challenges into stepping stones toward a stronger, more unified future.