Q&A With Mel Robbins: Lead and Let Go With The Let Them Theory

Photo Credit: Mel Robbins’ Team



“Your friend, Mel.” “The lady with the glasses.” Mel Robbins is down-to-earth, relatable — and an absolute powerhouse. Her podcast reached No. 1 in the world this year, her latest book, The Let Them Theory, led The New York Times Best Sellers list, and she is a Real Leaders Top Keynote Speaker and coach. 

After 15 years of Army-crawling in the dirt, as she puts it, she recently erupted on the scene as one of the more followed and sought-after experts in mindset, behavior change, and life improvement; and her media company, 143 Studios, has worked with some of the biggest companies on earth.

In this exclusive interview with Real Leaders, Robbins unpacks insights from her new book and its wildly popular, research-backed The Let Them Theory. Plus, she gives a crash course on ChatGPT for business, explains why you need to get on TikTok Shop now, and gets real about her gravest mistakes as CEO.

Real Leaders: How do the ideas in The Let Them Theory apply to business founders and CEOs?

Mel Robbins: The Let Them Theory is a simple mindset tool that shows you in any moment in your business and your life what’s in your control and what’s not — and lets you take the power back and lead. It is particularly important in business because when you get yourself obsessed with the things about your business or your team that you can’t control, it’s going to stress you out. The more you’re stressed, the more you bring that tight, micromanaging, narrow-focused energy to your team and business, the worse your team is going to do, and the worse your business is going to do.

Let them is a recognition that this issue that’s bothering me is not where my power is. Therefore I’m going to recognize that and say, “Let them.” The thing that your team did, the nasty review that the customer left online, the deal that you didn’t win, the interest rates that you can’t control — already happened. The power is not in getting upset about what’s going on in the markets or about how hard it is to hire talented people. Your power is in your response, and that’s the second part of the theory. 

After you say, “Let them,” you’re going to say, “Let me — let me remind myself at all times that I have three things I can control: what I think about this, what I do, and what I don’t do.” One of the major mistakes that I’ve made as a CEO is I often feel the need to do something and react out of panic, fear, or anger. All that does — because leaders bring the weather — is it spreads more panic, fear, and anger through your organization and team.

The third thing you can control — and this is where it changes you as a leader and trickles down into your organization — is the let me part. It’s also about let me manage my response to my feelings about this thing. Let me show up as a CEO instead of showing up like an 8-year-old inside a big body who’s constantly reacting to things and sending shock waves through an organization that needs something different from me. 

RL: What inspired you to create a bonus chapter on leadership?

Robbins: There are two big topics that require and deserve more attention and detail: One of them is parenting, and the other is how to use The Let Them Theory at work. As a CEO I can’t just let my team do whatever the hell they want. I can’t just let things play out. I have to lead. So I wanted to lean more into those two specific applications of The Let Them Theory. 

“Leading With Let Them” is a guide to remind you what you know to be true and give you some principles to use The Let Them Theory to be more effective. It’s about using the science of influence instead of trying to manage top-down. It’s about activating the motivation, skills, and interest of people who work for you to rise up. You’re doing it through people rather than feeling like you have to be the one directing everything. It’s a very different management approach. 

Let’s talk about operations. Operations are people. A company is nothing without its people. I know everybody is extraordinarily nervous and excited about AI, but people are also concerned about AI and how we’re going to use it. At the end of the day, it’s still all about the people. Are the people who work for you excited to work for you? There’s a simple way you can tell. Ask yourself when you pull into work in the morning, do you think the people who work for you are excited to walk into the building? Are they excited when your name shows up on an email? Do you think people are generally open to what you have to say, or they roll their eyes at you because you’re a nightmare? 

The Let Them Theory forces you to understand that you will get better results when you empower and influence people, not when you micromanage them. One of the hardest aspects of using The Let Them Theory, at least for me, is making sure I’m the one: Let me be focused on outcomes, and let me be clear about my expectations and what it means to deliver these outcomes for success. Nine times out of 10 if something is not going well in a business, if you use The Let Them Theory and let them know what the outcomes are, let them know what success looks like, let them have the resources they need to get what you have asked done, and then let me get out of the way and focus on how to nudge people along and lift them up inside a very clear container — that’s the winning formula. 

The biggest mistake I’ve made is not being clear in my communication. If there’s a breakdown, it’s almost always about a lack of process, clarity, or skill set in a particular seat. It’s almost never about somebody’s desire to succeed. 

If you take time to make this shift and you’re willing to go, “It’s on me. Let me lead the way, define the way, and then get out of the way and go into a supporting role,” it’s pretty incredible how things change.

Photo Credit: Jenny Sherman


RL: Where have you landed on leadership for yourself?

Robbins: It would be way easier if I were just the CEO. It is very challenging to be the person creating the content and the face of the brand and the company behind the microphone and in front of the camera  — and do a good job as CEO. 

I think about my business like we’re on a bus, and I’m driving the bus, and we’re going in a certain direction, and I’m the person as the CEO and the face of the business who defines the direction we head in, but I have to understand what seat in the bus I’m actually sitting in because I shouldn’t be driving it — that’s the COO. I should look at the GPS because I’m defining strategy. One of the most important things about leadership is understanding what is the best seat on the bus for you to sit in. (Jim Collins’ book Good to Great lays out the metaphor about having the right people in the right seats on the bus, aka the correct employees in the correct roles.)

As a leader, I have to recognize the things I do well, and if I’m not the best person to do some other job in this company, I need to get out of that seat and get somebody in it who can. 

A major, major breakthrough for me was to understand that being a great leader requires self-awareness. The first step of self-awareness is that you manage your emotions and you are not bringing rain clouds and storms and dysregulation to your team because you’re stressed and fearful. The second step is self-awareness of your unique genius. It takes founders too long to replace themselves. The reason why is you don’t actually think about what is your unique genius — that only you can do in this company — and that’s the seat you should be in. Once you define the vision, what the outcomes should be, and what success looks like — and you have an organization where everybody knows the one thing that matters most today for their seat — things run very smoothly. The hardest person to get out of the way when it comes to an organization is yourself.


Photo Credit: Jenny Sherman



RL: You launched The Mel Robbins Podcast just three years ago, and this year it reached the No. 1 spot in the world. How did you do it?

Robbins: The first thing I ever did in media was host this little Saturday morning radio show in Boston, and I loved that job. When podcasting started to take off, I was like, “I need to get in the game,” but then I started saying, “I’m too late. There are too many podcasts.” Every time I saw somebody launch a podcast, whether it was my buddy Jay Shetty or anybody else, I’d be like, “Oh now I can’t do it.” It’s not true. There are 8 billion people on the planet. There is room for you. If you start putting it out there, the people who want to listen to you will find you. 

We did the first episode from the floor of my closet. We were complete idiots. We had no idea how much work or how complicated this was going to be, but we jumped in with both feet. Even though I knew the formula, I didn’t understand the complexity of how to do it. This thing hit like lightning in a bottle — because name the other female podcast host my age (now 56) with a level of trust from corporations and people globally whose podcast is not celebrity-obsessed or slightly political that’s entertaining and you can relate to. There’s nobody. 

It’s taken me 15 years of Army-crawling my way through the dirt to get to a point where people are like, “Wow, she’s everywhere.” I’m still the same person I was 15 years ago when my husband’s restaurant business was going under, and we were under crushing debt, and I was just trying to wake up and do a little better each day and solve the problems we were facing. The core of my business is sharing all this learning with everybody else. My business is about helping people see a bigger possibility for themselves and giving them the tools, expert resources, and encouragement they need.

Having a business model that is ad-supported so that 99% of what I do is free to everybody matters to me because I have been in periods of my life where I felt like I was the only one with this struggle, I couldn’t afford to talk to a therapist, or I was so stressed and lonely, and I didn’t know there were simple solutions to the issues I was dealing with. I’ve been really focused on how to create an audio or video experience or book that’s worth somebody’s time. I start with the end user in mind.

The second thing is I’ve never changed my focus, and this is super important. I am a one-to-one brand. You will never hear me name my audience. You will never hear me talk about everybody. I have always thought about what I do as a walk with a friend, and I have put that intention at the forefront of everything.

The final thing that has really changed the game over the long-term is I play the long game. I’m very aware of the lever points of what I want to control and what I don’t care about controlling. I have always cared about controlling my content and owning it. Eight years ago when I first self-published The 5 Second Rule book and audiobook rights, everyone thought I was crazy. No it didn’t make The New York Times Best Sellers list. It did something way better. As it’s gone on to sell millions and millions and millions of copies, it’s been translated into 50-some languages, and as it went on to become the most successful audiobook ever launched in history by a self-published author — I own it all, and I set a precedent. As you look at The Let Them Theory explode around the world, guess what? I own it all too because I’m smart enough to understand the longtail of any business deal. As a business owner, I will never do a deal for money now that in success I would be pissed off that I didn’t make a smarter deal, which means I play the long game because I bet on myself.



Photo Credit: Jenny Sherman



RL: You’ve said that better leaders create a better world. What is your vision for a better world, and how do we get there?

Robbins: I’m very discouraged that we’ve gotten to a point where people seem incapable of having conversations with opposing or different points of view, because everything is not a zero-sum game in life or in business. Not every win has to mean somebody else loses. To be for somebody, you don’t have to be against something else. And I am deeply concerned that politics, business, everything has become entertainment. Everything is reduced to a sound bite. Everything is about the profit and not the people. 

One of the things I fundamentally believe is that 95% of people have a good heart. They’re a kind person. They want to do well. Start from that truth — that most people believe the same things and are just looking to show up at work and feel like they know what to do in order to do a good job, and they have the tools and the resources to actually get it done, and when they do a good job, they’re acknowledged for it, and there’s not this constant beat down of everything that’s wrong. 

The way that I see a better world happening is it starts with each one of us, and this is also part of the principle of The Let Them Theory. It’s easy in today’s world to look at the headlines, the economy, or the constant drumbeat of change and feel overwhelmed and powerless. My message is simple: You’re not powerless — because the power is not out there; the power is in how you respond to these things. 

The world will become a better place if we can learn how to sit in a room and be with people who have different ways of seeing things. Be the mature adult who’s able to let them have their opposing point of view, and then step forward and try to understand why they might have that point of view. 

RL: What’s next for you?

Robbins: What’s next for me — and I think this is also a very hard thing in business — is not taking on more. I would like to get better at what I’m already doing, and that is a very new skill for me because as an entrepreneur and a CEO, I have always chased the next thing.




Breaking it Down: 5 Ways to Lead Better

Robbins co-wrote a free companion guide to The Let Them Theory for leaders with her business coach, David Gerbitz. The bonus chapter, “Leading with Let Them,” identifies five behaviors to amplify a leader’s ability to influence others.

  1. Let Me  –  Focus on What I Can Control
  2. Let Me  –  Reframe Mistakes as Growth Opportunities
  3. Let Me  –  Manage by Outcomes
  4. Let Me  –  Be Personable and Present
  5. Let Me  –  Be Consistent

She tells Real Leaders why No. 3 is most critical for leaders:

“I have been such a micromanaging freak before The Let Them Theory because I was constantly stressed out. The problem with micromanaging is that what you’re communicating to your team is, ‘I don’t trust you. You can’t do this.’ 

“Micromanaging happens because you never even bothered to truly communicate what you wanted done, how you wanted it done, by when, and how you’re going to measure it. How am I going to know that this is actually done, and are there steps along the way that are important to me that you follow so I can understand how this got done? That’s on you, it’s not on your team. 

“Managing by outcomes forces you to actually stop the Zoom parades and define very clearly, what does this job look like in terms of this person’s roles and responsibilities, and what does success look like in that job?

“Most of us are so busy running our business and doing things the way we’ve already done it that quarterly or annual goals or revenue targets are the only things we’ve defined — but do you know what a successful week looks like? What are those outcomes? Because that’s actually what your team needs. Your team needs a level of clarity about the outcomes for this week because just as the business world is in a constant state of change, so too are the priorities and requests on the desks of the people who work for you. 

“This is a simple way to apply this: From the CEO chair down, does everybody who works for you know the one thing that matters most that they get done today? If people in your organization cannot answer that question, what the hell are they doing? They’re guessing, and that’s not their fault. It’s yours.”

Download “Leading with Let Them” at melrobbins.com/work.




Crash Course: How to Use ChatGPT to Create Your Winning Business Formula

Robbins believes that every leader can achieve business success by following an existing formula.

 

“In today’s world you don’t have to guess because even if you’re innovating, somebody has figured out a problem, a goal, or something you’re trying to do somewhere else,” Robbins says. “They’ve probably given a speech or written a book or a blog article. It’s all out there, so stop guessing and start looking for formulas.”

How do you find the right formula for your business and see it through? It’s simple. “One of the best tools that you have is ChatGPT,” Robbins says. Here’s how to use it — and you won’t find this in the pages of her new book either:

  1. “Write down the problem you’re trying to solve or the innovation you’re trying to create or the growth that you’re trying to have. 
  2. “Challenge ChatGPT to think like the world’s best business coach analyzing the top business growth in the world and come back to you with a 60- to 90-day plan of exactly what you need to do. 
  3. “You’re going to get a formula in a nanosecond. Keep iterating that until you get a formula that feels good. 
  4. “Put it back in, and ask, “What is the team I would need, and what are their roles to get this done?” 

“I’m constantly doing this,” Robbins says. “I’m constantly saying to my team things like, ‘Well, I understand that it takes us this long to go from taping a podcast to actually creating the 73 assets that go with the podcast, from the episode to the social media assets to communicating with the guests to the blog articles to the description to the thumbnails online to the titles of the podcast — it’s unbelievably complicated what we do — but I would like to know has anyone else out there, whether it’s in television or movies or processing engineering code, figured out how to actually find the roadblocks that keep slowing us down?’ We can hire a consultant. We can search online. So we are constantly looking for ways to improve the way that we do things in industries outside of our own. That’s the way you use a formula.”

The challenge lies in the resistance. “Here’s the big pushback that most CEOs and entrepreneurs have around formulas,” Robbins explains. “They say, ‘Well then I’m copying everybody.’ The fact is the second you have the formula, that’s the easy part. You have to use it, and that’s the hard part. Once you start applying it to your business, you’re going to make it your own.”




Hot Tip: Why You Should Sell on TikTok Shop

Robbins suggests that you own the rights to your books and other products so you can sell those items on TikTok Shop. She explains, “TikTok Shop is a wholesale play, which means it doesn’t actually get reported as a book scan, and most authors are so focused on making The New York Times Best Sellers list and having sales reported. I’m not. I’m focused on the impact. What’s incredible about TikTok Shop, the formula I figured out, is because it’s a wholesale sale, I get to set the price and turn our entire audience into an affiliate, and anybody who recommends the book can make a percentage of the sale of the book. That means I’m an affiliate on my book too, so now I make money on the back and front ends. How cool is that?”

Feeling Versus Suffering — The Space Between



On average, the duration of an emotion moving through the body is around 90 seconds in its purest form. Like water moving through a hose, the water/emotion/energy arrives and wants to move. When it doesn’t move it creates build up. When in public spaces, work, etc., connect to your breath to regulate and be sure to schedule time with yourself to move this energy later.

It’s not about feeling it, getting stuck in it, and throwing you off track. It’s here to help move energy, clear your channel, and strengthen your resilience. The reason we suffer is because we aren’t willing to feel most of what arrives and if/when we do, we get stuck in the story of it (the mind) rather than the sense (the body).

The reference to 90 seconds comes from neuroscientist Jill Bolte Taylor, who explains that when we experience an emotion, the chemical process triggered — such as a surge of adrenaline or cortisol — lasts about a minute and a half! I say this excitingly because I’ve sat in my “stuff” for years, or I’d avoid it. The relationship I have with healing shifted once I immersed myself in somatic work. I began to allow myself to feel more deeply and create safe spaces where I can feel the full feel. Feeling, for me, has always been scary because I’ve been very heightened since sliding out into the world, and I didn’t know how to hold these big emotions that seemed so heavy.

It didn’t feel safe to. I didn’t know what to do with the emotions that came up, so I tucked them away into a little backpack that turned into a very big backpack, and I carried it around with me throughout my life. Yet, these emotions are not meant to be held and carried with us as much as they need to be held by us — the part of ourselves that seemed too much before.

The conflict, or more so the space between feeling an emotion and suffering, arises from what happens after those 90 seconds — the inner-dialogue — and to be conscious of it. If we continue to dwell on the emotion, replay the situation in our minds (the story), or resist the feeling, we create suffering.

I have a long history of suffering, and I had a very challenging time choosing different because I thought I needed to feel this way to feel it through. But it was the story I was at war with and found myself looping and emotionally drained.

Story versus sense: The emotion can feel heavy or burning, textured, etc., whereas the story is the story. What is the story that’s running in your mind that’s like a whisper in the background directing your life? Notice the tone of the voice/thoughts, and when it’s loud and shouting, etc., it’s the ego in panic.

Suffering isn’t a prerequisite for happiness.

Overall, the suffering stems from attachment to the story or resistance to the emotion, rather than allowing it to pass through. Feeling emotions means fully acknowledging, accepting, and experiencing them without judgment — with your witness on and redirecting your focus, setting boundaries and an intention when feeling an emotion through — while suffering is when we suppress or cling to those emotions with the story running.

Emotions are temporary — and it’s important to create a safe space for yourself to fully experience your human experience — welcoming in emotions and parts of yourself as you come into wholeness. As long as you want any type of intimate relationship, feeling is required — the pleasure, the pain, all of it, the full range — not suffering.

The nervous system and our body’s reactions hold onto experiences — whether joyful, pleasurable, or painful — in similar ways. This is due to emotional and physical blockages that form from past trauma or unprocessed emotions, which get stored in the body. Through somatic work, these stuck energies are released and with that space now available, both pleasure and pain can be fully experienced, witnessed, and released. By staying present with these emotions rather than dragging them along with you, people can free themselves from the grip of suffering tied to both pleasurable and painful experiences.

This isn’t easy. It also doesn’t have to be hard with loving support. You are becoming the holder of your life, and what’s needed is your willingness to explore — your curiosity alongside your witness being on is enough. It’s not personal; it’s the sovereign path — the spiritual evolution and journey you are on. May this find you and reach you — 

to remind you of who you really are. 

Take A Moment

A moment in silence invites you into the relationship that you have with silence. It invites you into the relationship that you have with yourself. It is an invitation for you to connect to the part of you that is seeking your attention — your guidance and holding. It offers you space to see between each blink so you can see more clearly; the space between each breath, sentence, and story. It offers you space to connect more clearly and to hear your own voice; not listening to what you can hear with your ears, yet what you can feel in your heart.

How to Unlock Trust Within Your Company

I’ve invested in 20+ startups. The successful ones always have a culture of trust. Most companies secretly don’t trust each other. They have all kinds of trust issues — egos get in the way, issues fester under the surface, and teams become dysfunctional. Mine was the same until I found this simple trust-building exercise, which I’ve now repeated hundreds of times. Here’s how to dramatically improve trust within your company.

Take 15-20 minutes at the start of any informal meeting, such as leadership off-sites or team dinners/drinks. Warn everyone that you’re going to get personal, but that it’ll be fun. Then, go around the room and ask each person these four questions.

1. Where’d you grow up?

  • Help them expand.
  • Ask follow-up questions.
  • Learn about their upbringing.
  • Really listen.

2. Siblings?

  • Older or younger?
  • What was it like being the [oldest, youngest, only]?
  • Context really helps humanize your employees.

3. Sports or hobbies?

  • These are easy things to find in common.
  • Get them to elaborate.
  • Did they play in high school/college?
  • Do they still play?

4. Biggest challenge?

  • This is where things get real.
  • People really open up — death in the family, tough upbringing, bullied in the past.

It’s important to listen attentively and not judge. This simple exercise has a massive impact. People drop their guard, find things in common, and better relate to each other. I’ve seen the trust built through this exercise last for years. Trust me.

More Compassionate Remote Layoffs

Managing layoffs is always a difficult task for any organization and brings a new set of challenges. As the world continues to adapt to remote work, it is essential to have a plan in place to manage remote layoffs effectively. Here are six tips to help ensure a smooth process for all involved.


1. Have a clear plan and timeline.

In the case of managing remote layoffs, setting a clear plan and timeline can help mitigate any confusion or uncertainty. This plan should include the number of employees affected, the departments involved, and the timeline for the layoffs.

2. Communicate transparently.

Communication is key when it comes to managing remote layoffs. It is essential to communicate transparently with employees about why the layoffs are happening and what they can expect. Clear and honest communication can help build trust and respect between the organization and the employees.

3. Communicate empathetically.

Empathetic communication plays a key role in reassuring employees. Layoffs can be emotionally charged for all involved, and it’s crucial to be sensitive to employees’ feelings. Show empathy and compassion and be willing to listen to their concerns.

4. Provide support and resources for affected employees.

Layoffs can be a stressful time for employees. Provide support and resources, such as counseling or outplacement services, to help affected employees navigate this challenging time. Offering resources and support can help alleviate some of the stress and anxiety employees may experience.

5. Maintain confidentiality.

Maintaining confidentiality can help build trust between the organization and its employees. Be sure to keep employee information private and only share the details with those who need to know. 

6. Provide guidance for the next steps.

After the layoffs, guide the remaining employees on what they can expect moving forward. Be clear about any organizational changes and the steps the company is taking to move forward. Providing guidance can help alleviate any concerns or uncertainty about the future.

Managing remote layoffs can be a challenging and emotional task, but by following these six tips, organizations can help ensure a smooth process for all involved. Having a clear plan and timeline, transparent and empathetic communication, providing support and resources, maintaining confidentiality, and guiding the next steps can all help make the process more manageable. 

Layoffs are common in economic downturns. With this in mind, you may need some of these same workers to return as the economy starts growing again. 

Remember, communication and empathy are key, and showing compassion and respect for affected employees can go a long way toward building trust and respect between the organization and its employees. 

This article is reprinted with permission, all rights reserved.

Master Your Conversational Intelligence

Follow these five steps to improve stakeholder relationships, organizational culture, and your ability to drive change.

I find that 75% of challenges in professional and personal settings stem from communication issues, whether it’s miscommunication, lack of communication, or poor communication.

Why? Communication is multifaceted, encompassing verbal and non-verbal cues, facial expressions, tone, body language, brevity, thoughtfulness, cultural awareness, and more. Adding our fears, insecurities, ego, and people-pleasing tendencies to this mix further complicates getting it right.

Mastering communication is tough and a lifelong pursuit, but that’s also what makes it fascinating, challenging, and incredibly rewarding when done well. The more you improve it, the higher-quality relationships you build, making the pursuit all the more worthwhile.

Here, I’ll touch on a key subset of communication skills: linguistic intelligence vs. conversational intelligence (C-IQ). After defining each, I’ll focus more on conversational intelligence because without it, it’s almost impossible to build or sustain quality relationships. 

Linguistic intelligence is the art of using language effectively — written and spoken. Those with high linguistic capabilities excel at reading, writing, storytelling, and memorizing words and dates. They thrive on taking notes, listening to lectures, and engaging in discussions and debates. People with high linguistic intelligence are good poets, writers, lawyers, and speakers. This type of intelligence involves sensitivity to the sounds, rhythms, and meanings of words, as well as the function of language as a whole.

Conversational intelligence, on the other hand, is using communication to connect, engage, navigate, and influence within conversations. It’s not just what is said but how it is said and the emotional undertones of it. C-IQ involves understanding and utilizing various conversational cues and dynamics to build trust, develop relationships, and achieve mutual understanding. This includes empathy, listening skills, timing, and the ability to read non-verbal cues.

So, while linguistic intelligence is the crucial foundation for effective verbal communication, conversational intelligence is broader, encompassing strategic and emotional aspects of interaction. Though linguistic intelligence can greatly enhance conversational intelligence, it’s not strictly necessary to have high linguistic intelligence to possess or develop high conversational intelligence.

In your role as a C-level leader, mastering C-IQ is essential because it directly impacts stakeholder relationships, shapes organizational culture, and dramatically improves your ability to drive change.

Medical professor Wendy Levinson’s famous 1997 study on doctors showed that the primary reason patients with negative outcomes sue their doctors for malpractice is not due to medical negligence but how the doctors communicate with them. It also demonstrated that physicians who improved their conversational intelligence significantly reduced malpractice claims. By spending an average of just 4 more minutes with each patient (18.3 minutes vs. 15 minutes), physicians not only addressed medical issues more effectively but also built stronger relationships, leading to increased patient trust and fewer malpractice suits.

We get similar results in corporate settings. Numerous studies reveal that teams led by individuals with high conversational intelligence exhibit better performance, higher engagement, and more innovative thinking. 

Here are some specific steps to improve your conversational intelligence. I know some are trite, but they work, and the difficult part is doing them consistently:

1. Listen attentively by giving your full attention to the speaker, nodding, maintaining eye contact, and providing feedback through summarizing or paraphrasing what they said. Listen to understand, not just to respond. Put your cell phone out of sight with notifications turned off. If you can see the phone, part of your attention will be on it regardless of how hard you try to be present in the moment.

2. Use open-ended questions that can’t be answered with a simple yes or no. They lead to more detailed and meaningful responses and help uncover deeper insights that result in more engaging conversations.

3. Build trust by being consistent, reliable, and sincere in your interactions. Follow through on commitments, and be transparent in your communication. Trust is the foundation of all effective communication and collaboration. If the other party can’t take you at face value, none of the other communication tools and techniques will work effectively.

Avoid tricks at all costs. In today’s hyper-connected world, smartphones and social media have significantly increased the frequency of interactions each person has. This heightened exposure has made us adept at seeing through others’ motives. Your best strategy is to be genuine.

As business management expert David Maister said, “The trick of earning trust is to avoid all tricks.”

4. Regulate your emotions and understand their impact on your communication. If you’re known for getting defensive or losing your temper easily, people will hesitate to be straightforward with you.

Regarding anger, when you get angry in person, you leave behind only the memory of your behavior. Do it over an email, and now you have a permanent record of it to regret. No matter how justified it feels to express your anger or make an exception just this once, don’t do it. It’s not an exception, and you will regret it. Walk away and cool off instead.

5. Pay close attention to non-verbal communication by observing body language, facial expressions, gestures, posture, eye contact, and even silence. Ensure that your non-verbal cues align with your verbal messages; don’t deliver bad news with a smile.

Non-verbal cues often speak louder than words because they’re subtle and nuanced. Too much eye contact can be perceived as staring, while too little can seem evasive or uninterested. The right amount conveys confidence, interest, and sincerity. Someone might say they feel comfortable, yet they’re fidgeting, sweating, and have shortness of breath. Yes, that’s an extreme example, but it drives the point home.

In conclusion, conversational intelligence is not just a nice-to-have skill but a crucial aspect of highly effective leadership. By honing your C-IQ, you build stronger relationships, inspire your team, and set yourself up to drive meaningful change all around. 

Start by applying these specific steps consistently, and you’ll notice a significant improvement in the quality of your interactions and your leadership impact. Remember, communication is at the heart of leadership — invest in it, and you’ll reap the rewards both professionally and personally. 

Why I Began as a Self-Funded Entrepreneur

When the startup and investment arenas struggle to embrace ideas from different perspectives, here’s how to persist.

Venture capital can be the lifeblood of entrepreneurial endeavors and the catalyst for entrepreneurial growth. However, its support is often elusive.

To protect their investments, venture capitalists rely on certain patterns and trends to help them separate surefire opportunities from the overly risky. They diligently observe things like technological advancements and consumer trends to pinpoint startups with solutions that aim to address unmet needs or significant inefficiencies. They also scrutinize a startup’s team and evaluate their expertise and resilience. A blend of market foresight, thorough analysis, and a focus on scalability help VCs navigate markets with lucrative investments. 

However, the corridors of the VC industry predominantly echo the voices and visions of conventional entrepreneurs. Some of the top investment areas in 2023 have been gaming and media. VC firms are in contract with limited partners and general partners who set the investment criteria. Then the start-up must fit the boxes prescribed. The flaw in this is that disruption is outside of the box, landing those ideas often in the trash pile. I believe the models they follow tend to go in the opposite way of true disruption. This isn’t to say that unicorns don’t emerge and become household names, but it’s not as frequent as it perhaps could be. 

Entrepreneurs might be surprised to learn this, but vocalizing a disruptive vision can sometimes result in receiving less funding — and sometimes no funding at all. Funding earmarked for groundbreaking ideas often ends up supporting ventures that adhere to more established norms, which can sideline pioneering entrepreneurs who aim to revolutionize industries. It’s understandable, as 90 percent of disruptive startups typically fail within their first year, according to a 2020 report by Startup Genome. Beyond that, venture capitalists often fail to analyze disruptive ideas without predisposition or bias, unsure of how to fund the truly disruptive. 

This is the exact struggle Salesforce founder Marc Benioff had, and it’s something I also experienced when trying to secure funding for my company. I don’t expect VCs to be able to predict the future, and I do believe that disruptive companies are rare because, well, that’s what makes them disruptive. However, continuing to exclude disruption from the entrepreneurial narrative perpetuates a cycle of inequity within the ecosystem. It’s for these reasons that I became a self-funded entrepreneur.

Where Is Our Disruptive Entrepreneurial Ecosystem?

The absence of a disruptive ecosystem can further impede the growth and representation of diverse leadership. The startup and investment arenas struggle to embrace and nurture the wealth of ideas that emerge from different perspectives. Unconventional founders often find themselves navigating an uphill battle as venture capital tends to favor tried-and-tested businesses. Women-led businesses are 63 percent less likely to secure funding than those founded by men, according to 2020 INSEAD data, and while funding for Black-owned startups has increased, Black women only received 0.34 percent of total venture capital spending in 2021, Crunchbase reported.

Armed with advanced degrees and a family legacy of scientists and mathematicians, I encountered relentless challenges when starting my company in the emerging green tech space. If I had been building a company in the gaming industry, for example, or was seeking funding for a simple software platform or beauty product, I’m confident I would have received more immediate financial support. But if you don’t fit into the current VC-prescribed investment thesis, you don’t get funded.

Just like Salesforce is now a billion-dollar giant, I’ve grown my platform-as-a-service business for co-manufacturing into a successful organization helping to cultivate higher-wage jobs in marginalized communities while providing services and co-working space to green startups in predominantly Black areas. I wanted to make Miami more inclusive to bridge the gap between innovation and equitable opportunities, and that mission will carry to other cities and counties as we grow.

I realize some of my previous insights might sound a bit bleak, but I want to express my hope and excitement for the future of innovation. I believe entrepreneurs are finding creative ways to push inventions forward without initial VC investment, which leads to more ownership for founders as they grow. 

To Evolve, Keep Your Voice and Vision

My career has been fraught with encounters that typify the challenges faced by disruptive entrepreneurs. Financial and real estate professionals did not understand my vision or industry at first, and that’s OK. Green tech isn’t an industry that most professionals are familiar with — although that is changing. However, when I built the first container homes in Miami Gardens and the first of its kind in affordable housing, the industry began to explode, and lots of funding followed for many developers.

When you rely on funding from others, it can often weaken your voice and vision, keeping your business from evolving. It’s important for any founder to maintain conviction in their vision. This is a testament to your resilience and belief in the transformative impact of your ideas. Surrounding yourself with a supportive community that believes in the power of diversity and unique perspectives is pivotal. Seek out mentors, peers, and allies who champion inclusivity so you can forge ahead with confidence and determination. Remember, the world needs a distinct lens through which you view challenges and opportunities.

Develop and Maintain Your Entrepreneurial Agency

Mastering your entrepreneurial destiny through self-funding isn’t merely a financial decision — it’s a statement of autonomy and empowerment. You steer the course of your venture, which can instill a profound sense of ownership. I believe you must prepare with humility but perform with confidence, and once you prove success, you will be surprised how investors begin to throw capital your way.

Self-funding also equips you with a comprehensive understanding of your venture’s financial intricacies. It’s an immersive experience that goes beyond monetary aspects, teaching valuable lessons in resourcefulness, strategic planning, and fiscal responsibility. Every dollar invested becomes a deliberate choice, fostering a lean and efficient operation. This hands-on approach to financial management cultivates a depth of knowledge that extends far beyond the immediate needs of your business, providing a solid foundation for sustainable growth and resilience in the face of challenges.

I quickly realized my destiny was in my hands, which empowered a self-confidence and resilience I might have otherwise neglected partnering with other VC investors. For innovative entrepreneurs, this realization serves as a catalyst to challenge norms, shatter barriers, and carve new paths forward.

Explore and Nurture Your Core Entrepreneurial Skills 

Self-funding is an immersive learning experience that hones a spectrum of core entrepreneurial skills. It forces entrepreneurs to develop skills beyond the conventional realms of business. From resourcefulness and adaptability to resilience and innovation, self-funding cultivates a versatile skill set crucial for your success. The need to manage limited resources efficiently prompts creative problem-solving, pushing you to explore innovative solutions and unconventional pathways to growth.

An entrepreneur’s most important tool is discipline. You must discern to use the resources you have wisely because your discipline and allocation of resources will make all the difference to your success. As a diverse founder, I’ve found that people will waste as much of your time as you let them. I have learned the hard way to be careful of the tyranny of the urgent. Learn to say no, and set agendas for your day, week, month, and year. 

Navigating the self-funding landscape nurtures an inherent understanding of risk management and strategic decision-making. Every choice carries weight, compelling a meticulous evaluation of opportunities and potential risks. This hands-on approach to risk assessment and mitigation becomes ingrained in your entrepreneurial toolkit, empowering you to make informed decisions while remaining agile in a dynamic market. Moreover, the ability to pivot and adapt strategies in response to challenges becomes second nature, ensuring your venture remains agile and resilient in the face of ever-evolving circumstances.

The time is ripe for a seismic shift toward a more disruptive entrepreneurial ecosystem. The call to action rests not just with entrepreneurs themselves but within the broader ecosystem. It demands a concerted effort to recalibrate the narrative, foster networks that champion new ideas, and institute structures that offer opportunities for all voices. Choosing the path of self-funding isn’t without its trials, yet it embodies a powerful assertion of control and purpose. This journey doesn’t just benefit individual entrepreneurs; it enriches the entrepreneurial landscape.

Self-funding will phase out when you develop a track record of success. You will be amazed how funders compete with each other for your business, so be patient and keep turning a profit.  This is where the skills of negotiation and prudence really come in handy, as you now know your value and can negotiate fair terms. 


Mind the Gap: Q&A with Shelley Zalis, Founder and CEO of The Female Quotient


She’s sharp, witty, gutsy — the coach you wish you had. Shelley Zalis started a company, sold it for $80 million, and then went into the business of equality. Here’s why.

Real Leaders: You worked in media, research, and marketing, and you founded successful companies before you shifted your focus to the business of equality. Was there a specific life event that led to this shift?

Zalis: I pioneered online research — so if you’ve ever taken a crappy survey on the internet, I’m sorry, not sorry, because that was me. And I built that research company into a big success. We were profiled in some high-profile media, and my former statistics professor read an article and called me up and said, “How is that possible? You were terrible at statistics.” But I actually mastered how to tell stories from data. It’s all about storytelling. That’s how marketers use research. Before we hung up, I asked my professor if he’d like me to do a guest spot in his class. I told him I’d be happy to rescue his students, and we had a good laugh. That’s the feminine, by the way. Women are contextualizers and storytellers. Men are linear and analytic.

RL: Why did you start The Female Quotient?

Zalis: I was the only female CEO in the top 25 market research firms. While it felt isolating, it didn’t stop me — it motivated me. After I sold my company, I realized it was time to give back and create the support I wish I’d had throughout my career: girlfriends in business. At that time, there were so few women at the top, and we often competed with each other for limited spaces. I’m not going to pass that down to other generations of women. I wanted to shift that scarcity mindset to one of collaboration, where there’s room for all women to rise together. I also wanted to rewrite the workplace rules, which were written over 100 years ago by men for men. I was tired of being the exception — I wanted to help set a new standard.

RL: Were you able to preserve the culture of what you had built?

Zalis: When I sold my company, I had 250 employees operating in six cities and an incredible culture. Overnight, we became a publicly traded company of 16,000 employees. So now I’m sitting on the board of a publicly traded French company — 23 men and two women. I had just sold my company and given them a five-year commitment — and we’re talking about my employees and integrating my beautiful little company into their organization. The new executives are discussing my team as if they were chess pieces, and here I am with tears coming down my face.

After the meeting I was pulled aside and told there’s no room for emotion in the boardroom. So I had two options: One, agree — that’s what your head says you should do, your cognitive reasoning. The other option is what I call a heartbeat moment, where you follow your heart — and that is how all my best decisions have been made. My heart knew that was wrong, and I made the decision to speak up. That’s when I began publicly advocating for empathy in leadership. Emotion, compassion, empathy, and genuine care should have a place in leadership. That experience solidified my belief that leadership must evolve.



RL: Why is empathy so important in business?

Zalis: Empathy is the heart of leadership. Without it, you can’t connect with or inspire your team. After that boardroom experience, I realized that my next focus was going to be on changing the gender equation and closing the gap. Empathy is at the core of this mission. We need companies that have equality in their DNA and CEOs with empathy, and both of those things are truly missing. When I received an invitation to the World Economic Forum, it came with the disclaimer, “We want you to come, but you might not feel welcome.”

Wow. My head said, “Who wants to go to a place you might not feel welcome?” My heart said, “You have to go.” At what point do we take the responsibility to break a pattern? How do you change the status quo at the World Economic Forum? Gender equality wasn’t on the agenda, so I decided to bring it there.

That’s why I founded The Female Quotient — to create spaces where women feel seen, valued, and equal, even in the most male-dominated environments. We bring together leaders — both men and women — who understand that conscious leadership isn’t about gender; it’s about choice. Once you’re conscious of inequality, you have a choice: act or don’t. We bring together leaders who choose to act. Conscious leaders recognize their influence and use it to drive equality, proving that change begins with intentional decisions. 

I had no idea if it was going to work, but it did. It is amazing when you follow your heart and you bring something to the world that is filling a need. I did it because it was something I wish I had had as a female CEO.

The Female Quotient focuses on three things: We have The Equality Lounges, which are experiences at pretty much every industry conference across 30 categories from cybersecurity, technology, and finance to sports, music, and entertainment. Our content and social media struck such a chord that we grew to 6 million women in business following us, so now we’re one of the fastest-growing media businesses. And the third area is transformational thought leadership.

RL: What kind of thought leadership?

Zalis: The World Economic Forum estimates it will take 131 years to close the gender gap. Why should it take 131 years? We’ve achieved the “impossible” before — it took 10 years to send people to the moon, and we created pandemic vaccines in record time — so why not gender equality? Gender equality is a human-made problem. In fact, it is the only one of the UN’s 17 global goals that a CEO can achieve in the lifetime of their leadership. They can’t fix climate, they can’t fix hunger, they can’t fix education, but they can actually close the gender gap in their workplace. It’s the only legacy they can leave in the lifetime of their leadership. 

At The Female Quotient, we call this the Flipping Point. We are partnering with Fortune 500 companies to tackle gaps in workforce, leadership, pay, care, data, and procurement. Companies take intentional, measurable steps to close the gender gap in just five years — “flip it in five,” we like to say. It’s not just a dream — it’s a commitment. All it requires is intentional action for change and a conscious mindset and prioritization. Good CEOs don’t want to leave the pay gap data sitting on their shelves. Equality is possible if you want it. 

RL: What can fixing the gender gap actually do for a company?

Zalis: We call it the business of equality. It’s about closing the gender gap in the workplace, not as a “nice-to-have,” but as a business imperative. Equality impacts everything — from talent attraction to market success. Today, CEOs know that equality is essential for sustainable growth and innovation. Equality isn’t an option; it’s a necessity. The business of equality is good for business. CEOs must be accountable and responsible for equality.

RL: How did most companies receive that message 10 years ago?

Zalis: Women are labeled as too aggressive and too pushy and too assertive, and everyone’s always trying to fix the women. Stop trying to fix it. We’re not broken. Why is it that women are the ones always getting the leadership training? Men don’t get leadership training — they get management training. We should all get management training.

Women subconsciously are like, “Oh, I’m not a good leader because they say I need leadership training.” And the men are thinking with bravado, “We don’t need leadership training because we’re not getting it. So we’re the leaders and they’re the followers because they need the leadership training.” For 10 years I’ve been in the business of equality, but first I had to get women to support women.

It’s OK to own your passion, your compassion, your empathy. Own it. You’re not too aggressive, you are just passionate. When you have tears coming down your face, it’s not because you’re weak. It’s because you care, and caring is a good thing. You don’t have to hide that.

RL: Do you think the leadership training for women sometimes falls under the guise of a company saying, “Look what we’re doing for women?”

Zalis: Yes, but everyone should get leadership training, and everyone should get management training. Whoever needs it should get it, but it tends to be only the women getting it, so that’s a stereotype.

RL: What are the non-negotiable qualities that a real leader must have?

Zalis: Compassion, empathy, collaboration, kindness, support. Real leaders tend to eat last. They push people up. They listen to hear. I hire for passion, train for skill.



RL: What are your thoughts about female empowerment?

Zalis: I recently wrote an article and posted it on LinkedIn, and it went viral. It was about getting rid of the word empower. I realized that we talk a lot about female empowerment, but you never hear about male empowerment. You talk about empowered women, but you never hear about empowered men. And if you actually look up the word empower, it means someone gives you power. Why do women have imposter syndrome? We have always been waiting for someone to give us permission, for someone to give us a seat at the table, for someone to give us that voice. We’re always waiting. We’re always waiting for what? We’ve always had power within us. Men have not been waiting for anything. They’ve taken it, they’ve used it, they’ve owned it. 

Let’s create a new word: We are not empowered; we are “inpowered.” Let’s stop waiting for a permission slip to do things. It’s about women recognizing their inherent strength and using it unapologetically. We don’t need male allies — we need leadership allies — people in power who value equality and act on it. 

I don’t care if you’re a man or a woman — if you’re in a position of power, use it. We don’t need to take power from men to give it to women. We can all have it. We just use it differently. There’s the masculine and the feminine. And by the way, plenty of men have the feminine, plenty of women have the masculine. I don’t call them soft powers. I call them essential, critical skills. Empathy, compassion, and passion are critical skills. They are strengths.

RL: You were one of the creators of the “See It Be It” movement in media. How does what we see in the media impact female emerging leaders?

Zalis: Media shapes how we see ourselves and each other. During the Paris Olympics, despite achieving gender parity among athletes, the only ad in the Opening Ceremony showed only men and male athletes — even though women were the stars and also brought home more medals. These aren’t minor oversights; they send powerful messages about who deserves recognition. We work with companies to address these biases constructively, making intentional changes to reflect equality. After I sold my company for $80 million, The New York Times ran the story on the front page — but in the Style section, not Business. If I were a man, where would the story have been? I want to change that narrative for all women.



RL: Would you agree that some gender balance issues are unintentional or a result of ignorance?

Zalis: There’s not always some agenda behind it. It may be sloppy work. It may be thoughtless.The most important thing is first to make people aware. I’ll make you aware, but I’ll do it quietly. Once you’re aware, you have a choice to do something or not, but I’ll first give people the benefit of the doubt and then make them conscious of the imbalance.

RL: You call yourself the chief troublemaker. What is your favorite kind of trouble?

Zalis: I break the rules. Old patterns need to be broken to change the equation and close the gender gap. I left the traditional workplace because the rules didn’t work for me; I was tired of being the exception. I believe that if you create rules that work for the exceptions, they’ll work for everyone. Lived experience is key to understanding how to create these rules — it’s not in a textbook. I disrupt norms, challenge patterns, and set new standards so we can all thrive at home and work. It’s not about causing trouble; it’s about creating progress.

RL: Looking back, is there anything you’d do differently? Any advice you’d give to others?

Zalis: Follow your heart. I am 62, and I actually think I’m at the best part of my life  — I really do. This is such a great chapter. Every chapter is a new chapter. I don’t think that 60 is the new 40, or whatever people say. 60 is 60. I think I’m better than I’ve ever been. Be ageless. Live life with no regrets. Age is a mindset. Live at the moment. I’m bold and getting bolder.

I want to look back and know I tried everything I believed in. My advice is simple: Take risks. Don’t let fear of failure hold you back. Every movement I’ve started came from a risk I was willing to take. Age is just a mindset. Whether you’re 20 or 60, it’s about having the courage to follow your heart and pursue what matters most. The best is yet to come. 

Putting the Climate First: Climate First Bank

Here’s how I created a banking business model to serve economic and environmental goals.


In today’s rapidly evolving financial landscape, the role of banks is no longer just about creating wealth — it’s about shaping the future. As business leaders, we must recognize that the power we wield can either perpetuate the status quo or ignite lasting change. 

The truth is that the banking industry is at a pivotal moment. The climate crisis is accelerating, and businesses must adapt. Banking is uniquely positioned to drive this transformation by financing projects that benefit communities and the environment. But how can we create a business model that serves both economic and environmental goals? After all, sustainable business must deliver long-term security and growth for shareholders and employees while still delivering on sustainability goals. 


First, start with your mission. At Climate First Bank, we believe in the power to use finance as a force for good and that every financial decision is an opportunity to build a sustainable tomorrow. We put the planet and people ahead of everything else because we know that when you do what is best for your community, financial prosperity will follow. This drives not only our lending practices but also our partnerships, vendor selection process, and internal operations. We encourage our employees to play a proactive role in their communities by volunteering, continuing their education, and attending values-based events. By weaving initiatives like this into our day-to-day operations, we’ve built a culture based on a solid foundation of giving back to our communities. 

Next, rethink the products and services you offer. In banking, financing solar energy projects, supporting sustainable agriculture, and financing worker-owned cooperatives are just a few ways we have aligned the bank’s portfolio with a more sustainable future. 

Finally, be transparent with your customers. Show them how their money is making a positive impact. At Climate First Bank, we report annually on our impact — we don’t just talk the talk; we walk the walk. Showcasing these accomplishments to a wider audience helps us in every aspect of our business and keeps us focused on the mission at hand. 

For Climate First Bank, “banking like tomorrow depends on it” means recognizing the responsibility we have today. By transforming your business into a force for good, you can lead the way in creating a sustainable and thriving future for all. 

A Bold Investment: Insights From Phlow Corp.

Here are five ways to create an ecosystem of innovation and responsibility that endures well beyond your own tenure.

By Eric Edwards, MD, PhD


As the CEO of Phlow Corp., one of the first U.S.-based pharmaceutical manufacturers to earn B Corporation™ certification, I’ve seen firsthand that servant leadership isn’t just essential for the pharmaceutical sector — it’s a transformative model that can elevate any industry. In today’s interconnected and unpredictable world, leadership isn’t measured by profit alone but by the ability to protect and uplift the lives of those we serve. In our business, this means not only saving lives but also having the courage to focus on tough challenges with new business models that move beyond the status quo. Leaders can tap into a servant leadership mindset in any industry when we go about our work with the goal of pursuing a higher purpose — one that strengthens communities, fosters innovation, and fuels sustainable growth.

1. Lead with Purpose, Not Just Profit

At Phlow our B Corp certification reinforces our belief that business can be used as a force for good. The public good Phlow is creating is measured by our ability to improve access to and availability of domestically produced, high-quality pharmaceuticals and active pharmaceutical ingredients through advanced manufacturing and environmentally friendly manufacturing processes. This includes focusing on our most vulnerable patient populations. For example, we built one of the nation’s leading coalition of children’s hospitals focused on solving pediatric drug shortages and working to supply medicines that most of our industry had left behind due to the lack of economic incentives. Regardless of the industry, leading with purpose ensures your organization thrives while improving lives. In our case, it’s about something even more fundamental: ensuring the health of our nation by reshoring the production of life-saving medicines and ensuring they are made affordably and reliably.

2. Serve First, Lead Second

Servant leadership reverses the traditional power dynamic, putting the needs of others above personal gain. Whether I’m in the boardroom or on the frontlines as a doctor and volunteer paramedic — a role I’ve held for over two decades — I’ve learned that true leadership is about empowering those around you. By taking bold steps to focus on your team’s growth and well-being, you create a ripple effect that drives innovation and success throughout the organization. Across industries, the leader’s role is to serve first, enabling others to achieve more than they thought possible.

3. Build Resilient, Transparent Systems

Resilience is essential. At Phlow, we’re reimagining the domestic production of critical medicines — including how they are protected for a future public health emergency — by building and operationalizing America’s first Strategic Active Pharmaceutical Ingredient Reserve —  a stockpile of critical medicine ingredients that can be deployed during a future public health emergency. Whether you’re managing a global supply chain or a small team, transparency and resilience are foundational to success. In a world constantly facing disruption, leaders must boldly design systems that can withstand crises, mitigate risk, and ensure continuity for the communities they serve. At Phlow, this isn’t just about business — it’s a matter of national security and ensuring the medicines America depends on are always available, especially in times of crisis.

4. Innovate with Impact

Innovation isn’t just about developing new technologies or products — it’s about addressing urgent problems with a focus on people. For us, we have been focusing on leveraging advanced pharmaceutical development approaches, including cutting-edge, continuous-flow chemistry to make pharmaceutical manufacturing more efficient and sustainable. The true value of innovation lies in how it impacts people’s lives. Leaders in every industry can create lasting change by centering their innovations around improving the human condition.

5. Never Stop Mentoring and Empowering Future Leaders

A leader’s legacy is measured by the people they inspire. Whether at Phlow or through my work volunteering on medical mission trips or training paramedics at my local rescue squad, I view leadership as an opportunity to mentor and empower the next generation. Across all industries, it’s crucial to foster a culture where employees are not only valued but nurtured to become leaders themselves. By boldly investing in the growth of others, you create an ecosystem of innovation and responsibility that endures well beyond your own tenure. As leaders, our missions should extend beyond our walls by developing future leaders and critical thinkers.

The Path Forward

In today’s ever-changing world, consider focusing on more than achieving success. Focus on significance and leaving behind a legacy of meaningful, positive impact. For those who seek to transform and are restless about finding a way to make a difference, serving others is the way forward — whether you’re serving your team, your community, or your nation. 

How to Lead Change  — Even in the Face of Resistance

The change leader’s role is to bring resistance into the light of day.

We often think of a change with a beginning and eventually an end. We have decided on our new destination and that at some point, we’ll be “done.” But change is coming at us too fast, and the pace of continuous change is having an effect. GlobeScan’s 2024 global public opinion research shows that nearly 8 in 10 people worldwide (78%) believe “the world is changing too quickly for me.”  This pace of change is especially true for business leaders. In Accenture’s 2024 Pulse of Change Index, business leaders believe they faced an all-time high rate of change in 2023 and expect it to accelerate even more this year.

One destination becomes the next and the next. The change never ends. This reality of continuous non-linear change requires modern change leaders who can guide others forward in these circumstances. Changes move organically through people, but no longer because of a well-defined hierarchy or a structured process. As Niels Pflaeging puts it, “Milk in coffee is a more helpful metaphor than the widespread notion of seeing change as a journey from here to there.”

Historically, leadership programs have been built on authority “leading the charge” and having all the answers. These classic leadership behaviors have been instilled in us since the early 1900s with the introduction of mass production bound by machines and interchangeable people. Leading a change today couldn’t be more different.

At a recent workshop, a leader explained that his team was going through a major change in their communication approach with customers. Customer needs differed by product and service, so this change was complex and inconsistent. He shared that he was the sole leader and spokesperson at their update meetings and didn’t allow time for questions or discussion. He wanted to give clear direction on every step because of the group’s uncertainty – but he often didn’t know enough to provide the best guidance. As a result, his team didn’t trust that he understood the issues and knew the right answers. He said he had to learn that many of his instincts about “being in charge” were getting in his way.

Influential change leaders ask questions and listen more because having all the answers in changing circumstances is no longer possible. They let others have a hand in achieving goals. They don’t evaluate so quickly, so new ideas feel too risky to share. They avoid becoming the “fixer.” The change leader’s role is to ensure the conditions for change and evolution exist.

What About Resistance? 

Inviting others to be part of the change will always bring resistance and skepticism because the status quo is extremely powerful — even if unspoken. It is no longer the change leader’s job to squash skepticism or quickly “get everyone on board.” The command of the “train is leaving the station with or without you” will no longer bring the outcome you want. You want to know what the resistance is and what to make of it.

Rather than thinking of initial resistance as an obstacle, reframe it as a treasure trove of information you can learn from. Rather than burying it, accept and embrace it; otherwise, you may miss an insight that would make a real difference or understand a problem that would have surfaced later. You may discover the team needs a skill set they don’t have today, or there is simply a lack of understanding. You can’t create the right conditions for change if you don’t fully understand where you are.

Bring the resistance into the light of day. Ask for ideas and solutions. Let everyone know you expect recommendations rather than just a list of problems. Welcome these ideas and recommendations — and then listen.

One of my clients set the tone for bringing resistance in the open by always asking her team what they were concerned might go wrong — and then patiently waiting for their answers. By assuming there was resistance, she embraced it and welcomed it into the room.

Conflicting objectives and views need a framework for progress so you don’t hit a stall. Holacracy uses a concept called a “tension” — acknowledging a distance between things as they are today and how they could be. A tension isn’t good or bad, but simply a gap. Tensions are openly explored, and everyone is expected to voice their tensions.

Ask a few basic questions to address resistance or discuss tensions:

  • What is your tension? How does it show up?
  • What do you recommend we try? What is the first step?
  • Who needs to be involved? What must their commitment be?
  • How long will this action take to try an experiment or an alternate approach?
  • How will we act upon these learnings and new information?

These answers can lead to new experiments, options, or a new direction that will enable the change.

And remember: Your role is to create the conditions for change. People will change when they are ready and know how to change. Your role is to make it easier. 

0