The Stress Effect E-Book

Henry L. Thompson

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 503

Veröffentlichungsjahr: 2010

Beschreibung

Reveals the powerful and undermining effects of stress on good decision making-and what leaders can do about it

The ability to make sound and timely decisions is the mark of a good leader. But when leaders with otherwise strong track records suddenly begin making poor decisions-as seen in the recent corporate scandals that rocked the business world-the impact can be widespread. In The Stress Effect, leadership expert Henry L. Thompson argues that stress is often the real culprit behind this leadership failure: when leaders' stress levels become sufficiently elevated-whether in the boardroom or on the front line of a manufacturing process-their ability to effectively use their emotional intelligence and cognitive ability in tandem to make wise decisions is significantly impaired. Until now, experts have argued that increasing your emotional intelligence will help you cope with and manage stress. This book suggests that stress actually blocks access to your emotional intelligence as well as your cognitive ability, two critical components in the decision-making process. This book

• Shows how stress adversely affects the performance of even the most savvy leaders
• Reveals the truth about one of the prime factors behind the current failure of leadership
• Offers a solid prescription for building a "stress resilient system" and arms leaders with best practices for managing specific stressors that take the biggest toll on decision making
• Is written by an award-winning organizational psychologist and leadership consultant whose clients include a roster of Fortune 500 companies

A groundbreaking and insightful resource for leaders, The Stress Effect reopens the dialogue on stress, its effect on decision making, and what to do about it.

Leseprobe

Table of Contents

Praise

Title Page

Copyright Page

Dedication

Introduction

Smart Leaders, Dumb Decisions: How Does It Happen?

Beyond the Résumé: Two Essential Qualities

Why The Stress Effect Approach to Leadership Is New—and Necessary

CHAPTER 1 - How Leaders Make Decisions

The Art of Choosing a Leader

Leadership: Redefining What It Takes

Organizational Complexity Levels: One Size Does Not Fit All

Role Level and Complexity: Matching the Leader to the Job

Individual Leader Complexity: Find the Person Who Can Do the Work

Decision Complexity: Find the Leader Who Can Make the Right Decisions

Decision Strategies: Pick the One That Works

Using the Perception-Appraisal-Motivation-Action Model: What Was Sullenberger Thinking?

The Takeaway on Leadership and Decision Making

CHAPTER 2 - How Cognitive Intelligence Influences Decision Making

Cognitive Intelligence: What Every Leader Needs

What Is Cognitive Intelligence?

Cognitive Intelligence as a Science

Measuring Cognitive Intelligence

Cognitive Intelligence Moderating Factors: When All Things Aren’t Equal

Cognitive Intelligence Across Leadership Role Levels

Cognitive Intelligence and the Brain: Where the Action Is

Cognitive Intelligence and Decision Making: Deciding How to Decide

The Takeaway on the Link Between Cognitive Intelligence and Decision Making

CHAPTER 3 - Emotional Intelligence and Decision Making

Emotions Happen: A Closer Look at Why We Feel the Way We Feel

Emotional Intelligence: Awareness and Management

Emotional Intelligence and the Brain: Finding the Source

Emotional Intelligence and Leadership: What It Takes to Be a High Performer

Emotional Intelligence and Decision Making: Avoiding the Hijackers

Emotional Intelligence Moderating Factors

Leading by Example: Emotional Intelligence at Work

The Takeaway on Emotional Intelligence and Decision Making

CHAPTER 4 - Stress and Decision Making

All Stressed Out: Our Way of Life?

The Cost of Stress

The Stress Effect: It’s Like Taking a “Chemical Bath”

Stress Effect Models: Different Brains, Different Responses

Four Sources of Stress: It’s Not Just 9 to 5

Optimal Performance Zone: Finding the Balance

The Takeaway on Stress and Decision Making

CHAPTER 5 - How Stress Leads to Poor Decision Making

How Stress Turns “Normal” into Anything But

Why It’s Not So Easy to “Get a Grip”

Decision Making

The Perception-Appraisal-Motivation-Action Model Under Stress

How Do You Behave?

The Takeaway on Stress and Poor Decision Making

CHAPTER 6 - Increasing Stress Management Capacity

The Stress Resilient System: Fitting the Pieces Together

Building Stress Management Capacity

Stress Capacity and Decision Making

Capacity-Building Techniques: From Stress to Relaxation

The Takeaway on Stress Management Capacity

CHAPTER 7 - Developing Cognitive Resilience

Resilience: The Core of Stress Management

Psychological Hardiness: The Scientific Foundation of Resilience

Cognitive Resilience

Sleep Loss: A Major Enemy of Cognitive Resilience

Developing, Enhancing, and Maintaining Cognitive Resilience

The Takeaway on Stress and Cognitive Resilience

CHAPTER 8 - Building Stress Resilient Emotional Intelligence

Stress Resilient Emotional Intelligence

No Access: When Stress Blocks the Way to Emotional Intelligence

Must-Have Components of SREI

Building Stress Resilient Emotional Intelligence

Performance Aids: Find What Works for You

The Takeaway on Building SREI

CHAPTER 9 - The Seven Best Practices to Prevent Stress

ARSENAL: The Seven Best Practices

ARSENAL Basic Assessment

The Takeaway on ARSENAL

Conclusion

Notes

Acknowledgements

About the Author

Index

Praise for The Stress Effect

“Good leaders make good decisions under stress, and the ability to do this depends on their emotional intelligence. Thompson masterfully walks the reader through this all-important connecting link, which represents one of the best predictors of successful leadership.”

—Reuven Bar-On, the person who developed the concept of EQ

“If your job involves leadership—or if you aspire to be a leader—read this book. Thompson tells you what you need to know about managing stress as a leader. You’ll learn from research-backed examples, good and bad, what you need to do in the kinds of difficult situations that every leader faces.”

—Steven J. Stein, coauthor, The EQ Edge, and CEO, Multi-Health Systems

“The Stress Effect presents a compelling story of the impact stress has on decision making and why it matters for leaders. It is the only book of its kind to explain the relationship of decision making, cognitive intelligence, emotional intelligence, and stress as they relate to leadership. You will find the practical examples and stories engrossing and the description of research studies accessible and understandable.”

—David Caruso, cofounder, EI Skills Group

“Thompson provides a valuable resource for connecting the dots between emotions, stress, and productivity. Read it now and practice his suggestions!”

—Marcia Hughes, author,The Emotionally Intelligent Team

“As the CEO of a fast-growing company and as a fighter pilot, understanding how decisions are affected by stress is critical. In The Stress Effect, Thompson offers an introspective look at how stress, cognition, and emotions impact the effectiveness of rapid decision making. This book should be on the short list for CEOs and fighter pilots alike.”

—Jeffrey Parker, CEO, ATAC

“Thompson has studied, consulted in, and led organizations in stressful environments that constantly demand effective decision making from leaders. I highly recommend this gem of a book to anyone who needs to know more about stress and stress resiliency in order to fulfill their various leadership roles.”

—Brendan J. Croskery, retired chief superintendent, Calgary Board of Education, Canada

Copyright © 2010 by Henry L. Thompson. All rights reserved.

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Library of Congress Cataloging-in-Publication Data

Thompson, Henry L.

p. cm.

Includes bibliographical references and index.

eISBN : 978-0-470-62298-8

1. Decision making. 2. Leadership. 3. Stress (Psychology) I. Title. HD30.23.T468 2010 658.4′ 03-dc22

To my wife, Grenae Thompson, for her undying support over the yearsand relentless effort to make this book become a reality

Introduction: Good Leaders Make Good Decisions Under Stress

Every great decision creates ripples—like a huge boulder dropped in a lake. The ripples merge, rebound off the banks in unforeseeable ways. The heavier the decision, the larger the waves, the more uncertain the consequences.

BENJAMIN DISRAELI

On January 15, 2009, approximately ninety seconds after the start of “another day at the office,” the work got unusually stressful—very, very stressful. This story has been told thousands of times, awards and accolades have been bestowed to the heroes (and some blame has been doled out to others), and the actions, decisions, and events that followed have been endlessly scrutinized. In the course of this book, I’m going to return to this story again and from many perspectives to help you gain an understanding of what happens when leaders make decisions under high stress—extreme stress in the case of US Airways Flight 1549.

What follows is an abridged version of the actual cockpit conversations between Captain Chesley Sullenberger and First Officer Jeffrey Skiles and between the departure control, Patrick Harten, and Captain Sullenberger, beginning just after takeoff. (Most conversations between departure control and other aircraft have been omitted.) As you look at the times, notice that something is being communicated almost every second:

15:26:37 Sullenberger: Uh, what a view of the Hudson today.1

15:26:42 Skiles: Yeah.

15:26:52 Skiles: Flaps up, please, After Takeoff Checklist.

15:26:54 Sullenberger: Flaps up.

15:27:07 Sullenberger: After Takeoff Checklist complete.

15:27:10 Sullenberger: Birds. [At 3,200 feet.]

15:27:11 Skiles: Whoa!

15:27:11: (Sound of thumps/thuds followed by shuddering sound.)

15:27:12 Skiles: Oh (expletive)!

15:27:13 Sullenberger: Oh yeah.

15:27:13 (Sound similar to decrease in engine noise/frequency begins.)

15:27:14 Skiles: Uh-oh.

15:27:15 Sullenberger: We got one rol—both of ’em rolling back.

15:27:18 (Rumbling sound begins and continues until approximately 15:28:08.)

15:27:18 Sullenberger: Ignition, start. [The plane is now dropping at eighteen feet per second and is approximately three minutes from impact.]

15:27:32 Sullenberger: Mayday! Mayday! Mayday! Uh this is uh Cactus fifteen thirty nine.2 Hit birds. We’ve lost thrust in both engines. We’re turning back towards LaGuardia. [Incorrect call sign.]

15:27:42 Departure control (Patrick Harten): Okay uh, you need to return to LaGuardia? Turn left heading of uh two two zero.

15:27:43 (Sound similar to electrical noise from engine igniters begins.)

15:28:02 Skiles: Airspeed optimum. Relight. Three hundred knots. We don’t have that.

15:28:03 (Flight warning computer): (Sound of single chime.)

15:28:05 Sullenberger: We don’t.

15:28:05 Departure control: Cactus fifteen twenty nine, if we can get it for you do you want to try to land runway one three?3 [Incorrect call sign.]

15:28:05 Skiles: If three nineteen...

15:28:10 Sullenberger: We’re unable. We may end up in the Hudson. [By sixty seconds, he has consciously considered the Hudson and is moving in that direction.]

15:28:31 Departure control: Alright, Cactus fifteen forty nine it’s gonna be left traffic for runway, three one. [Harten, who is talking to other aircraft and clearing a runway does not process that Flight 1549 cannot return to LaGuardia.]

15:28:35 Sullenberger: Unable.

15:28:36 (Traffic Collision Avoidance System): Traffic! Traffic!

15:28:36 Departure control: Okay, what do you need to land?

15:28:37 Skiles: (He wants us) to come in and land on one three ... for whatever.

15:28:45 (Predictive Windshear System): Go around! Windshear ahead!

15:28:45 Skiles: FAC (Flight Augmentation Computer) one off, then on.

15:28:46 Departure control: Cactus fifteen twenty nine runway four’s available if you wanna make left traffic to runway four. [Harten is still trying to get him back to LaGuardia. Incorrect call sign.]

15:28:49 Sullenberger: I’m not sure we can make any runway. Uh what’s over to our right? Anything in New Jersey? Maybe Teterboro?

15:28:55 Departure control: Okay yeah, off your right side is Teterboro Airport.

15:28:59 (Traffic Collision Avoidance System): Monitor vertical speed!

15:29:00 Skiles: No relight after thirty seconds, engine master one and two confirm ...

15:29:02 Departure control: You wanna try and go to Teterboro?

15:29:03 Sullenberger: Yes.

15:29:11 Sullenberger (over public address system): This is the Captain. Brace for impact!

15:29:21 Departure control: Cactus fifteen twenty nine turn right two eight zero, you can land runway one at Teterboro. [Incorrect call sign.]

15:29:21 Skiles: Is that all the power you got? ... Wanna number one?

15:29:25 Sullenberger: We can’t do it.

15:29:26 Sullenberger: Go ahead, try number one.

15:29:27 Departure control: ’Kay which runway would you like at Teterboro? [Harten did not process Sullenberger’s, “We can’t do it.” He’s still trying to send him to Teterboro.]

15:29:27 (Flight Warning Computer): (Sound of continuous repetitive chime for 9.6 seconds.)

15:29:28 Sullenberger: We’re gonna be in the Hudson.

15:29:33 Departure control: I’m sorry say again Cactus? [Harten did not consciously perceive Sullenberger’s, “We’re gonna be in the Hudson.” He’s still trying to send him to another airport.]

15:29:53 Departure control: Cactus fifteen forty nine radar contact is lost. You also got Newark airport off your two o’clock in about seven miles.

15:29:55 (Enhanced Ground Proximity Warning System): Pull up! Pull up! Pull up! Pull up! Pull up! Pull up!

15:30:01 Skiles: Got flaps out.

15:30:03 Skiles: Two hundred fifty feet in the air.

15:30:04 (Ground Proximity Warning System): Too low! Terrain!

15:30:06 (Ground Proximity Warning System): Too low! Gear!

15:30:06 Skiles: Hundred and seventy knots.

15:30:09 Skiles: Got no power on either one? Try the other one.

15:30:09 (Radio from another plane): Two one zero uh forty seven eighteen. I think he said he’s going in the Hudson.

15:30:15 (Enhanced Ground Proximity Warning System): Caution! Terrain!

15:30:16 Skiles: Hundred and fifty knots.

15:30:17 Skiles: Got flaps two, you want more?

15:30:19 Sullenberger: No let’s stay at two.

15:30:21 Sullenberger: Got any ideas?

15:30:22 Departure control: Cactus fifteen twenty nine if you can uh ... you got uh runway uh two nine available at Newark it’ll be two o’clock and seven miles. [Harten still has not fully processed that Flight 1549 is going into the Hudson. He’s still trying to send the plane to another airport. He is using the incorrect call sign.]

15:30:23 (Enhanced Ground Proximity Warning System): Caution! Terrain!

15:30:23 Skiles: Actually not.

15:30:24 (Enhanced Ground Proximity Warning System): Terrain! Terrain! Pull up! Pull up! [“Pull up!” repeats until the end of the recording.]

15:30:38 Sullenberger: We’re gonna brace.

Seconds later US Airways Flight 1549 executed a perfect water landing in the Hudson River, and the next crisis began for the crew and passengers. They had survived the crash but now were sitting in a plane filling with thirty-four-degree water in a swiftly moving current. Yet as we all know, every person on Flight 1549 was rescued that day.

Having survived a helicopter crash, several parachute malfunctions, and other near-death experiences, I can say that nothing gets your attention like the finality of knowing how many seconds you have left before you die. The instant those Canada geese flew into the plane’s engines, the lives of everyone on Flight 1549 were put on a three-minute timer that was rapidly ticking toward zero.

No one was more aware of the countdown timer than Captain Sullenberger. He was under extreme stress, yet he was able to make a series of complex decisions while executing precise control over a plane that was literally falling out of the sky, filtering through a vast amount of incoming data to find the critical pieces, carrying on conversations with departure control and First Officer Skiles, and maintaining a delicate balance of air speed, lift, nose attitude, and control as the plane hit the water. The Stress Effect focuses on how leaders like Captain Sullenberger make decisions under high levels of stress; some have successful outcomes, and others do not. The “miracle on the Hudson,” as the day’s events came to be known, was not just the result of good luck. It was the result of some very good decision making despite some very bad conditions.

Smart Leaders, Dumb Decisions: How Does It Happen?

Why do seasoned leaders with proven track records sometimes suddenly begin making really bad decisions—or no decisions at all? Numerous highly publicized examples involving companies such as Enron, WorldCom, Tyco, Fannie Mae, Freddie Mac, and AIG or events like Hurricane Katrina illustrate catastrophic leadership decisions. Moreover, though they don’t make the headlines or result in anyone’s going to jail, thousands of poor decisions are being made by leaders every minute of every day and in every field imaginable. CEOs were replaced at a record-high rate of 7.6 per business day in the United States in 2005.4 Over 28 percent of those CEOs had been in place less than three years and 13 percent less than one year. By January 2009, CEO turnover reached a new record with an estimated 1,484 leaving their jobs in 2008.5

“CEOs are under intense pressure,” says John Challenger of the outplacement consultant group Challenger, Gray & Christmas. “They have little room for error.” And things aren’t about to get any easier any time soon. As economic pressures at home combine with an ever-changing global economy, the demands on leaders will continue to mount, as will the stress levels in organizations. We’re virtually guaranteeing an epidemic of leaders’ making unsound decisions and resulting organizational failures if we overlook the relationship between stress and decision making—and if we don’t take that relationship into account when we ourselves lead or choose others to do so.

Leadership isn’t just about the right credentials: having worked at the best companies, getting promoted into bigger and bigger jobs, taking home larger paychecks each passing year. Leadership, pure and simple, is about being able to make good decisions during bad times.

Beyond the Résumé: Two Essential Qualities

As the founder and president of High Performing Systems, my job is to figure out what makes leaders tick. Over the years, we’ve worked with companies large and small, as well as organizations like the U.S. Army, Mohawk Industries, Georgia Pacific, Delta Airlines, and Wipro. In addition to being well versed in leadership styles and their effectiveness, I have extensive experience observing and studying the impact of stress on people in decision-making positions. I served as an instructor for both the U.S. Army Rangers and Special Forces (Green Berets) and led these units, and other special operations units, in combat. During the early 1980s I was one of the U.S. Army’s subject matter experts on stress in general and stress on the battlefield in particular. My work has led me to study and experience stress from an academic research perspective as well as through practical experience and field research. My experience and knowledge range from the battlefield to the boardroom.

My work, as well as that of others you’ll read about in this book, points clearly to one explanation for why stressed leaders sometimes make very poor decisions: stress has an enormous impact on the brain’s cognitive and emotional intelligences, two abilities required for making sound leadership decisions at all organizational levels.

Research on leadership, stress, cognitive intelligence, emotional intelligence, and decision making over the past thirty years indicates that when a leader’s stress level is sufficiently elevated—whether on the front line of a manufacturing process, in the emergency room, in the boardroom, or on the battlefield—his or her ability to fully and effectively use the right blend of cognitive intelligence and emotional intelligence to make timely and effective decisions may be significantly impaired, sometimes leading to poor decisions: the bolt is affixed too tightly, the incorrect medicine is given, the merger is killed, the wrong order is given.

Decisions that leaders make can be grouped into two strategies: intuitive and rational. Intuitive decisions are made quickly, automatically, emotionally, and mostly unconsciously, and they tend to be of a routine or emergency nature. Leaders use this mostly unconscious strategy to make decisions on a regular basis every day. Rational decisions tend to be much more complex and more conscious, take longer, and use more structured processes than intuitive decision making. Leaders are also involved in these types of decisions to some extent each day. (In the case of the US Airways water landing, Captain Sullenberger led his crew through a deft and dizzying combination of intuitive and rational decision making, as we’ll see later.)

In the ongoing war for talent, hiring, developing, and retaining talented leaders with high cognitive intelligence and emotional intelligence, the two essential leadership qualities we’ll explore in depth in this book, are the major battles to be fought. The war will be won by selecting leaders who have the right skills and abilities to work at particular levels within the organization and who are able to control stress and make effective decisions, both intuitive and rational.

Why The Stress Effect Approach to Leadership Is New—and Necessary

As a leader, or as someone charged with identifying leaders in your organization, you’ve probably read extensively on the topic and have attended specialized workshops and seminars. You’ve heard over and over again the same information on “what makes a great leader.” He or she is goal oriented, pays attention to detail but sees the big picture, works long hours, is well liked, and so on. Yet most of the traditional descriptions of leadership characteristics leave out a crucial ability—one that should probably be at the top of the list: good decision making under extreme stress. That is the focus of The Stress Effect. It’s not simply about how leaders make decisions; it’s about how leaders make decisions under high stress and how they can improve their abilities to do so.

There is substantial research to support all aspects of what is presented in this book, such as that of psychologist Richard Boyatzis and his team at Case Western Reserve University.6 Boyatzis, along with his colleagues Melvin Smith and Nancy Blaize, have contributed to the foundation of a relationship between stress and leadership.7

This book explores how the stress effect affects a leader’s cognitive intelligence, emotional intelligence, and decision making, as well as how building capacity in three key factors—stress management capacity, cognitive resilience, and stress resilient emotional intelligence—bolsters a leader’s resistance to stress. In addition, you will learn how seven best practices—Awareness, Rest, Support, Exercise, Nutrition, Attitude, and Learning (ARSENAL)—build capacity in the three key factors and contribute to developing and maintaining a stress resilient system.

Although the key aspects of brain functioning will be addressed as they relate to decision making, this is not a book that spends a lot of time detailing the intricate workings of the brain and following signals along neuronal paths. This is also not a book primarily focused on the academic studies that have been conducted on decision making over the past hundred years, although a few of these studies will be mentioned to make specific points.

The stories and examples I’ve selected encompass a wide range of industries and leaders in decision-making positions, from frontline supervisors and squad leaders to CEOs and generals. Everything in this book is based on the real world and backed by science.

I am in favor of and support the practice of ethical decision making at all leadership levels; however, this topic will not be addressed in this book. A number of books have been published that cover ethics and decision making in-depth, and I will defer to their expertise.

Leaders who use the techniques and best practices described in this book to strengthen their resistance to stress will see the likelihood of their making bad decisions decrease. Even more important, the resulting increase in a leader’s access to his or her cognitive and emotional abilities produces increased job performance, better health, more effective interpersonal relationships, and a lowering of stress.

The information provided in this book is, of course, not exhaustive; no book can be that thorough. In many cases, however, I have included small bites of information to pique your curiosity and inspire you to seek more in-depth information on a particular topic, to stimulate Lifelong Learning—the “L” in ARSENAL.

Now let’s turn our attention to the topic at hand, using our full capacity, including cognitive and emotional intelligences, to make the best decisions possible when under stress.

CHAPTER 1

How Leaders Make Decisions

Most decisions are seat-of-the-pants judgments. You can create a rationale for anything. In the end, most decisions are based on intuition and faith.

NATHAN MYHRVOLD

Just a few weeks before the collapse of industry giant Enron in December 2001, CEO and founder Ken Lay told his twenty-eight thousand employees, “Our liquidity is fine. As a matter of fact, it’s better than fine, it’s strong.” Yet at the same time he was urging employees not to panic, Lay, who had a Ph.D. in economics, sold 918,000 shares of his own Enron stock for $26 million.

Lay and other Enron executives blamed the company’s collapse on Andrew Fastow, the chief financial officer, who pleaded guilty to falsifying Enron’s balance sheet and conspiring with other employees to skim millions of dollars. “I think the primary reason for Enron’s collapse was Andy Fastow and his little group of people and what they did,” Lay said in an interview on 60 Minutes. “But certainly I didn’t know he was doing anything that was criminal.”1

Following convictions of other Enron executives, Lay himself was convicted in May 2006 of conspiring to inflate stock prices and misleading investors and employees. Facing the prospect of spending life in prison, Lay maintained his innocence until his death two months later of coronary artery disease.

The collapse of investment banking legend Bear Stearns came on the watch of Jimmy Cayne, who had become CEO in 1993.2 During the next fourteen years under his leadership, the company’s stock skyrocketed from $16.61 to a high of $172.69 per share in January 2007. But a series of poor management decisions and the collapse of two hedge funds in 2007 plunged the Wall Street giant into a crisis unlike any other in its eighty-five-year history. In May 2008, Bear Stearns became a bargain basement steal for J. P. Morgan Chase at ten dollars a share.