CHAPTER 3RUTHLESSLY CARING
A true leader has the confidence to stand alone, the courage to make tough decisions, and the compassion to listen to the needs of others.
—Douglas MacArthur, military leader
What Is a ‘Ruthlessly Caring’ Mindset?
Ruthlessly caring leaders hold the following mindset:
- To achieve performance, they have a responsibility to make tough decisions.
- They must remain compassionate no matter what.
- They must stay connected to people at a personal level, prioritising communication and taking time to talk to people individually in tough moments.
- They must step up to provide support and challenge.
These leaders are therefore both strongly focused on performance and emotionally connected to people in their business. At a personal level, they deeply consider and consciously stay close to the human impact of their business decisions.
In 2020, the COVID-19 pandemic threw the crux of this mindset into sharp relief. Economies shut down and companies were plunged into survival mode, forcing their leaders to make tough decisions whilst calling on them to protect people's health, safety, and livelihood.
During the crisis, so many senior leaders stepped up and showed immense care for people. Michelle Penczak, CEO of Squared Away, for example, was intensely aware of the stress and strain that her employees were under – as parents, military spouses, and as employees. Consequently, she gave all her staff her personal mobile number, making sure they knew she was always ...
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