Lessons from a workplace email incident

Leadership is Tested in Moments of Anger It was a busy Monday morning when Sarah, a team lead, received an urgent email from her manager, Mark. "The presentation slides are a mess," Mark wrote. "Fix them immediately!" Sarah had spent the weekend perfecting the slides, ensuring every detail was aligned with the brief. Confused and frustrated by the criticism, she responded, "Mark, could you specify what needs fixing? I’ve followed all the guidelines provided." Mark, still fuming after a stressful client call, didn’t bother to explain. His frustration spilled over, and he fired off more curt responses, blaming Sarah for what he thought was a poorly prepared presentation. Hours later, after calming down, Mark finally reviewed the slides again. To his surprise, they were flawless. The issue wasn’t Sarah’s work—it was his own stress clouding his judgment. Realizing his mistake, Mark walked over to Sarah’s desk. "I owe you an apology," he admitted. "Your work was excellent. My frustration earlier was misplaced." Sarah accepted the apology, but the incident left her thinking: Could this have been avoided? Mark learned an important leadership lesson that day: Anger is short-lived, but its impact can last far longer. Here’s what leaders can take away from this: 1/ Pause Before Reacting: When emotions run high, step away. A moment of calm can prevent a lifetime of regret. 2/ Seek Understanding Instead of Blaming: Before pointing fingers, ask questions. Often, frustrations stem from misunderstandings, not mistakes. 3/ Apologize and Correct: Mistakes happen—even for leaders. Owning up to them strengthens trust and respect within the team. 4/ Lead with Clarity: Leadership isn’t about being right all the time; it’s about navigating challenges with composure and fairness. In leadership, the true test isn’t avoiding mistakes—it’s about how you handle them when they arise. Anger might feel justified in the moment, but clarity and understanding always leave a stronger impact. What’s one moment where a pause or a second thought helped you avoid a mistake? How did it shape you as a leader?

Years ago, a former colleague of mine was drafting an email to a difficult client. As a joke, he addressed it, "To the Constant Pain in My Ass" … then accidentally hit send. After waiting for a reply that understandably never came, someone had to call the client and address it directly. And guess who that someone was? 🙋🏻 Since I was in leadership, I was responsible for the mistake. Surprisingly, it wasn’t too bad. I introduced myself, acknowledged what had happened, and said plainly: "There's no justification for this. It was unprofessional, and I take full responsibility. All I can do is apologize, guarantee it won’t happen again, and let you know this is already being addressed internally." Our client was calm, maybe even a little in shock. But by handling it head on - without deflecting, downplaying, or making excuses - I was able to smooth things over and keep the relationship intact. Conflict happens. Clients get frustrated. People make mistakes (though I can’t speak highly enough of proofreading! 😒). How you own a challenging moment often determines whether you recover or burn the bridge. 1. Acknowledge it fast - don’t let it fester. 2. Take full responsibility - no excuses. 3. Apologize and, to the extent possible, overcorrect. And just to reiterate, acknowledge it. We could have hoped that email went unread, to spam, etc. We could have waited to see if our client brought it up, and crossed our fingers that he didn’t. But usually, problems just don’t go away - you have to get ahead of them. Even if it’s awkward. If we didn't lose this client, suffice it to say, people are willing to forgive a lot. They just won't forgive lack of ownership and accountability.

In our careers, misunderstandings and miscommunications are inevitable. However, the resilience of our professional relationships is tested not by these challenges themselves, but by how we navigate the journey back to mutual trust and respect. I recall a time when a significant misunderstanding with a colleague put a project we were both passionate about at risk. The mix-up stemmed from an email that was intended to clarify roles but ended up causing confusion about responsibilities. Tensions escalated quickly, affecting not only our collaboration but also the project's progress. The key to rebuilding our trust involved several crucial steps: 1. Immediate Acknowledgement: We acknowledged the misunderstanding swiftly without assigning blame. Recognizing the issue openly paved the way for a constructive conversation. 2. Open Communication: We dedicated time to sit down and discuss the misunderstanding openly and honestly. This was not a quick chat between tasks but a focused effort to understand each other’s points of view. 3. Apologizing Where Necessary: Both of us took responsibility for our parts in the misunderstanding. A genuine apology can go a long way in healing professional relationships. 4. Re-establishing Expectations: Together, we revisited and clearly defined our expectations moving forward. This helped prevent similar issues and ensured we were aligned in our project goals. 5. Reinforcing Trust Through Actions: Trust is rebuilt in the small moments. Following the conversation, we made a concerted effort to demonstrate our commitment through reliability, consistent communication, and support for one another. 6. Reflecting and Learning: Finally, this experience became a learning opportunity. We reflected on what went wrong and how we can better handle potential misunderstandings in the future. This incident taught me that trust is not just about believing in someone's abilities or intentions; it's also about the willingness to work through misunderstandings together, with integrity and openness. The concerted effort to repair our working relationship not only salvaged our project but also strengthened our professional bond, making us better collaborators. Have you experienced a similar situation where you had to rebuild trust with a colleague? What actions were key to re-establishing that trust? Sharing your story could inspire others facing similar challenges. https://lnkd.in/e7SRH9Cx

𝐇𝐑 𝐕𝐬 𝐄𝐦𝐩𝐚𝐭𝐡𝐲 I would like to reflect on a incident that happened many years ago A dedicated employee started missing deadlines. Her usual enthusiasm faded, and she seemed disengaged in meetings. Some team members assumed she was losing interest in her work, and her manager was considering a performance review. Before making any decisions, the HR team decided to have a conversation with her. Instead of focusing on missed targets, they asked a simple yet powerful question: “Is everything okay?” Tears welled up her eyes. She shared that she was struggling with a personal loss and was trying to balance work while dealing with grief. She feared that opening up about her situation would make her seem weak or unprofessional. Instead of issuing warnings or performance improvement plans, HR and her manager collaborated to adjust her workload temporarily and provided access to counseling support. Within weeks, she started regaining her confidence. She felt valued not just as an employee but as a person. Soon, she was back to her best, contributing with renewed energy and gratitude. This incident reinforced a crucial lesson: 👉Empathy is not just a soft skill; it is a strategic necessity in HR. 👉 When we listen, understand, and support, we do not just retain employees But we build a workplace where people thrive. 💭Have you witnessed a moment where empathy made all the difference in your workplace? Share your thoughts in the comments. #HR #EmpathyAtWork #WorkplaceCulture Image Courtesy : Pexel

Yesterday, I received a desperate call from a client around 7pm, for whom we host their website. The news was not only disturbing; I remain extremely frustrated and angry even after 12 hours. They had selected a provider for hosted desktop services and have now fallen victim to a ransomware attack. Even more concerning, the provider’s backups were also encrypted. Their systems have been offline for over two weeks. It is worth noting that this provider is ISO27001 certified. My initial review, based on a few straightforward questions, revealed the following: - There was virtually no effective security in place around the hosted desktop solution. - The access controls were basic and built on third-rate, consumer-grade equipment. - Backups were not air-gapped or adequately isolated. - My client has been advised to contact a ‘cyber expert’ to recover their data. There appears to be no sense of accountability or responsibility from the provider. This incident highlights a much broader issue. Cybersecurity is not simply a matter of ticking boxes or acquiring certifications. It requires robust implementation, consistent monitoring, and a genuine culture of diligence. Even if your own organisation takes security seriously, you remain vulnerable if your suppliers or partners do not. Many breaches occur not because of a failure within the main organisation, but through weaknesses in a smaller third party. Every business effectively inherits the security practices of those they work with. Three key points every business should consider: - Take security seriously: Ensure that your IT infrastructure has been properly designed and that security controls are tested regularly. Backups should be properly segregated and not accessible in the same environment as production data. - Choose your providers carefully: Your ISP and IT vendors are an extension of your internal systems. Assess their practices with care. Speed and cost mean nothing if the provider cannot offer secure and reliable services. - Address the weakest links: Small suppliers or partners must follow basic security protocols. One unsecured system or careless practice can compromise your entire operation. This situation was avoidable. Sadly, the consequences are now severe. If you think that ransomware only happen to big companies, you are making a big mistake. I would sincerely advise every business stakeholders to do a proper due-diligence on their IT security and all those they exchange sensitive information. Act now, before it is too late!

In my first job as an attorney, I was tasked with emailing a highly confidential legal document to one of our clients - his name was Enrique. The documents were reviewed, prepped, and ready to be dispersed - then I sent the email to the wrong Enrique… Same industry. Same first name. Different last name 😩 I realized it immediately and panicked. My mentor calmly advised me to email Wrong Enrique again, let him know that I’d sent the document in error, and ask him to delete it immediately + “Apologies for the inconvenience!” Wrong Enrique wrote back in a minute - “Deleted.” Disaster averted, but the memory and feeling was lasting. A partner at that firm advised me early on about accountability and work ethic. He said, “You’re a first year associate, you don’t know anything yet. You're going to make mistakes all the time, but you better not make the same mistake twice.” I live and lead by those words…. And I felt the heat so strongly in that moment, I knew I’d never make that error again. While inherently not a profound concept, most of us know from experience that not everyone holds themselves to the same level of professionalism. As leaders, it’s our responsibility to be both empathetic and understanding, while also setting the standard for excellence. Mistakes are opportunities for learning - but we need to learn from them. Failures reveal areas for growth and development - we need to treat them as such. Make a mistake once - it happens, take notes. Make it again…reevaluate. It’s about giving yourself grace, but also recalibrating. What happened? Were you moving too fast? Do you need a new system to track deadlines? Do you not have the resources you need to meet your job expectations? Self-flagellation is not productive. Instead, take the time to check-in with yourself, understanding that you won’t be defined by an error, but instead pushed forward. #workethic #culture #accountability #feedback

One of the toughest moments as a leader? When a direct report makes a big mistake. It’s easy to let frustration creep in - or to feel the urge to come down hard. But in my experience, that doesn’t fix the problem or help the team grow. Earlier in my executive search career, a team member accidentally sent a search status report to a candidate instead of the client. In a situation like this, you can’t “unring the bell.” But you can triage. I told them: Call the candidate. Apologize. Ask them to delete and disregard the email. Once that was done, it was time to take a deep breath and figure out what happened. ➡️ What went wrong? ➡️ Was there a missed step or a process gap? ➡️ How do we make sure this doesn’t happen again? Moments like this aren’t about assigning blame. Most people already feel awful after a mistake. Piling it on doesn’t help. What does help is balancing clear expectations - mistakes like this can’t be repeated - with empathy and perspective.  It also helped that I had my own similar experience in the past, reinforcing that we all make mistakes, but how we respond and recover from them is what matters most. As a leader, ask yourself: ➡️ Am I modeling problem-solving? ➡️ Am I showing how to better serve the client? ➡️ Am I helping this person grow? Mistakes will happen. How we respond to them shapes the culture we’re building and the team we’re leading. Those learning moments can be opportunities to strengthen our people, improve our processes, and better serve our clients. That’s the kind of servant leadership that leaves a lasting impact.

A reminder for leaders (and myself): We can’t get complacent with remote communication. Countless tools, apps, and notifications can give us a false sense of accessibility – and accountability – when navigating challenges within our organizations. A recent example of this hit me hard: I emailed a request to an executive leader at one of our portfolio companies. I could tell from the executive's initial email response that we weren’t on the same page: why we were asking or what the outcome would be. It was a clear misunderstanding. Instinctively, I picked up the phone and spoke to the executive. We hashed things out, but I could sense we were still not 100% aligned or convinced of the other's position. A follow-up call seemed like the next step to get closure. But rather than a phone call, I got in the car and drove to their office. We spent an hour and a half actively listening to each other without distractions. As we wrapped up our talk, I felt lighter. Better yet? Our relationship felt stronger. It may seem like a “small” thing, but checking in with each other in person is transformative – something I have to remind myself to do in a world increasingly moving away from this. So much can get lost in translation over email – or even a video call. Showing up shows you care. And I really do care about this person. If we had not sat down, looked each other in the eyes, and shared our feelings, this could have culminated in a much larger (and unnecessary) issue. The lesson: An hour-long, in-person conversation can prevent months – even years – of disconnection. It’s always worth your time to meet with your people in person.

I accidentally sent the payroll file to the office group email, I realised immediately, I was DONE. I knew it was the END for me. I had 2 choices now- 1. Either go to my manager & tell myself about the goof up, and then RESIGN. OR 2. Sit and wait for them to figure out by themselves and then come and FIRE ME. It was around 8pm My manager was still in the office I sluggishly walked upto his cabin & told him Imagine the difficult conversations the senior management would have had to do with all the employees who would come to them with reasons like - Why does he get paid more than me - What does she do to command more salary - And demands for more salary by everyone He was a rational guy but this mistake was not worth forgiving. He gave me a choice! Either I correct my mistake & have a chance to survive OR ELSE he would correct the mistake & then will have to fire me Since he gave me a chance I had my AHA moment ! I quickly assessed my options We were a small office. • Only senior management had access to mails-on-mobile back then, rest of the guys were majorly on desktop and were expected to see the email next morning since they had already left. • I saw 3 guys who were in the office at that point. I ran towards their desk. Dethroned them requested-ly. Opened their mailbox and deleted the email. • Ran to the IT guy, told him the problem, requested him to block everyone's email access temporarily so they couldn't access any email. Got him my manager's approval. • He helped. We sat in the IT room & next morning before unblocking every mail access he & me ensured the email was deleted from each of those 100 odd mailboxes. Problem addressed ! A few handful of the employees had already seen but they were easy to control IT WAS 15+ YEARS AGO I will never ever forget this mistake Not because it was a blunder But because of the way it was handled by my Manager 5 things he did BRILLIANT which gave me lesson for life 1- He allowed me to take the ACCOUNTABILITY for my goof up. He could have taken immediate charge & solved the problem, but he offered me to face the music and address the issue. Massive growth opportunity for me. 2- He didn't lose his temper and stayed CALM during the entire conversation. He could have vented out his anger, but he didn't. 3- He showed his TRUST in me that I shall be able to correct my mistake. The mistake of this stature which would even affect him and his credibility. 4- He could have just thrown me under the bus, but he knew mistakes happen and no one does it intentionally. He handled the matter with a lot of EMPATHY 5- He still had explanation to do to the CEO of the company. He took charge like a leader and protected me. Earned a massive RESPECT for life. Thats the kind of leader you should work for, and thats the kind of leader one should strive to become. #MyGrowthJourney ______________ Press 🔔 on my profile Gaurav Mehta

The plane had barely landed when my inbox exploded. A flood of emails between two of team. Internal customers CC’d. And the emails were still coming. A volley back and forth over ownership and next steps. It wasn’t intentional, but from the outside, it looked like we were airing our dirty laundry. I couldn’t call right away, so I did the next best thing: A short, firm, and friendly email to the effect of: “…Let’s take this offline, work out a solution together, and then go back to XYZ with a clear proposal/options...” Then, as soon as I could, I called them. Reiterated the message. Issue handled. Later, back in the office, I followed up in person. The Lesson? - If you see something, say something. - Don’t let small tensions drag on or fester. - Your team will respect you for addressing issues quickly and constructively. Does this help? What would you add? All views are my own and do not represent my employer. Image description. The image features a white square centered on a textured blue and green background. Inside the white square, black text reads: “Feedback In Action: see it. Say it. Address it”. In the bottom right corner of the white square, the text “@SALLY.PEDLOW” is written in a small, uppercase font. #career #feedback #growth #management #leadership