High Performing Teams Break Commitments

High Performance Requires Broken Promises.

I believe that in order to create the right environment for teams to operate on the edges of their capability you have to expect broken promises and commitments. 

The real power is how you deal with it when it happens.

Imagine this: your top salesperson promises to close a major deal by Friday.

But come Monday, silence. 

Panic sets in – is this a sign of unreliability, or is there more to the story?

The statement "High Performance Requires Broken Commitments" might sound alarming, especially for the delicate dance of building teams with small budgets - in a scrappy way, with the inevitable mixture of contract types, styles, experience and skill set.

But instead of viewing broken promises as failures, let's explore a more nuanced approach – one that embraces the messy journey of growth and fosters trust, not fear.

When things are good

Think back to the last time your team achieved something remarkable. Was it a smooth, predictable journey?

Chances are, it involved pushing boundaries, facing unexpected challenges, and adapting on the fly.

This is where "stretch commitments" come in. 

They're not about guaranteeing the impossible, but about aiming high and learning from the process, even if the initial goal isn't fully met.

Think of it like scaling a mountain: setting your sights on the peak (the commitment) while acknowledging the potential for detours and unforeseen weather (challenges). 

The key is having a supportive team and a willingness to learn from every step, even the missteps.

Building the Trust Container:

For stretch commitments to thrive, we need to build a "trust container." This means:

• Psychological safety: Team members feel comfortable admitting mistakes and seeking help without fear of judgment.
• Open communication: Everyone feels empowered to share ideas, concerns, and progress updates transparently.
• Focus on learning: Mistakes are seen as opportunities for growth, not reasons for blame.

So, what happens when a commitment is missed?

The 8-Step Repair Kit:

Here's an adapted 8-step process for navigating it constructively:

1. Acknowledge, don't accuse: Start with empathy and understanding, not blame.
2. Listen actively: Seek to understand the root cause, not just the excuse.
3. Connect to needs: Explore the underlying motivations behind the missed commitment (e.g., fear of failure, lack of resources). Ask this question again... Get to the real rout of the reason.
4. Identify patterns: Is this a one-time misstep or a recurring issue?
5. Explore consequences: Discuss the impact of the missed commitment on the team and project.
6. Revisit the vision: Remind everyone of the bigger goal and why the commitment was made.
7. Make a revised commitment: Collaboratively establish a new, achievable goal based on the learnings.
8. Celebrate progress: Recognise and reward effort, even if the initial target wasn't met.

To be clear, this isn't about condoning broken promises, but about creating a culture where growth and learning are valued even when things get messy.

By fostering trust, open communication, and a focus on progress over perfection, UK founders can empower their teams to achieve remarkable things, even when the journey takes unexpected turns.