The Unexpected Call

“I rejoice, because I have perfect confidence in you.”

Most people in my field — organizational development — go to work each day hoping to build organizations where people can unleash their talents and gifts. Some of us work with large groups … some with individuals. Some work with teams at the top … others with front-line units. Results in this business don’t come quickly — often our impact isn’t felt until long after we’ve gone. We don’t usually get much in the way of positive feedback. Ironically, when you’re truly a master, the clients are convinced that they did it themselves.

A colleague, we’ll call Charlie Davidson, told me a story about an unforgettable call he’d received after a client intervention. He had been asked to help a senior leadership team get “unstuck.” The CEO called Charlie, complaining that his management team had lost the fire they needed to take the firm public. The harder he pushed, the farther and farther the company seemed to slip away from the goal.

Tom was the CEO. He worked harder than anyone in his team. At times his colleagues stood in awe at his boundless energy and stamina. The fact was, they couldn’t keep up with Tom. Tom began to take on more of his team’s responsibilities. When things didn’t get done the way he thought they should, Tom took charge of the project. When Charlie intervened, he found a team in serious trouble. Tom’s team was exhausted; yet, they were filled with guilt that they weren’t doing more to help Tom. No one could tell Tom that his tremendous focus and energy were causing significant pain and suffering. Everyone wanted to live up to Tom’s high expectations. They had all joined the company because of Tom’s vision and dedication. No one wanted to let him down.

Tom asked Charlie to help him figure out what to do. Something just wasn’t right. Charlie did what he did best — he listened intently to Tom and his team. Then, when the time was right, he brought the team together. He asked each of them to answer one question: “What is the truth that is in your hearts that you are afraid to lay on the table?”

One by one, Tom heard stories about feelings of inadequacy, guilt, fear and incredible stress. He heard many of his own fears — which he had never shared with anyone. He admitted that he was having serious doubts about his ability to lead the team. When his fears came out on the table, it was like a floodgate. Ideas about how they might meet the company’s goal began to pour in. Charlie sat back in awe. He closed the meeting with a commitment from each person to create an organization where everyone looked forward to coming to work each day.

Several weeks later, Charlie’s son answered the phone. “There’s a girl named Melissa who wants to talk with you.” Charlie picked up the phone. “This is Melissa,” a very high-pitched voice said. It was Tom’s daughter. “I want to thank you for giving my daddy back to me.” Charlie’s eyes started to water. “You’re welcome,” he said. Charlie hung up the phone after talking with Melissa, and said quietly to himself, “Thank you, Lord, for giving Tom the confidence in me.”

— Chuck Appleby