Resilience is the New Leadership Currency
Resilience is the New Leadership Currency
Resilience is the New Leadership Currency
Two weeks ago, we had to say goodbye to our son Evan, who had been visiting from his therapeutic boarding school in Idaho. While we know this program is the best place for him, it still hurts every time he has to leave.
We arrived at the gate an hour before his flight. It was my first time at the Austin airport since COVID began, and as someone who is used to traveling quite a bit, it was a bizarre experience. It looked like a ghost town with the exception of 20 or 30 people at our gate. When it came time to board, Evan waved goodbye (I was instructed I could not hug him in public) and walked down the jet bridge.
We left while the plane was taxiing, as we usually do, and headed home. Unfortunately, the plane had mechanical issues and didn’t take off. Concerned he might not make his connection, we talked to Evan and asked to speak to the Delta representative. He waited in line and handed his phone to Myriam.
Myriam was kind and patient, answered our questions, and addressed our concerns. Delta is my preferred airline because of their customer service (shhhh…don’t tell my mom who is a flight attendant with a different airline who also has amazing customer service). This was just another one of many great service experiences. Then, another delay, and another, so Evan waited in line to talk with Myriam, who was once again patient and kind. She let us know that the plane would take off shortly and Evan would make his connection.
But then, something even more incredible happened. Thirty-minutes after the flight took off, my phone rang, and it was Myriam. She found my number in Evan’s flight record and called to let me know that his flight left safely, and that he was kind and respectful. She explained that she is a mom too, and she wanted to make sure I knew he was safe.
Goosebumps!
Myriam did naturally what most organizations spend hundreds of thousands of dollars to train their employees to do. She made an emotional connection, she empathized, and she took it upon herself to go the extra mile.
It doesn’t matter whether you are an individual contributor, mid-level manager, or senior executive, a resilient leader is someone who understands that to influence positively, the heart has to come before the spreadsheet. Resilient leaders know that while deadlines have to get met and budgets must be kept, the real magic happens in the little moments that aren’t scripted or prescribed.
“A resilient leader is someone who understands that to influence positively, the heart has to come before the spreadsheet.”
Resilience is the new leadership currency and starts with these 3 steps:
1. Practice Mind Over Moment
When navigating challenging times, it is easy to fall into the trap of reactivity, and that depletes resilience. Resilient leaders understand that in order to create a culture that drives success, you must be proactive and present when dealing with people and situations. Even though Myriam had a line of people frustrated that they might miss their flight, she was totally present and focused. Leaders that promote and practice mindfulness break out of reactivity to lead strategically. This includes being present with employees and customers, building true connection, and staying focused on what is most important, not what is screaming the loudest for your attention.
2. Define the service experience
How do you want people to feel after they have interacted with you and your organization? This includes employees and customers. Whether you are selling a product, offering a service, or both, focus on how you want people to feel. Myriam could have explained Delta’s policies and procedures, but instead, she focused on making sure Evan felt safe, and we felt reassured. While it sounds cheesy, people really do remember how you made them feel. An organizational culture of resilience starts with the empowerment of employees. When you stop writing policies, and start creating desired experiences, you create a culture that can weather the storms.
3. Focus on connection
Resilient leaders understand that trust and connection drive performance and profitability, not the other way around. These are often called “soft skills”, but in my twenty years of experiencing working with organizations, they are the hardest skills of all. Social distancing and Zoom meetings aren’t going anywhere in the near term. While we may have to maintain physical distance, we can still create emotional connection with each other and our customers. Social connection is a core psychological need, and people who feel more connected are happier and healthier than those who aren’t. Leaders that foster emotional intelligence, empathy, and social connection have teams that are more engaged, positive, and productive.
Resilient leaders don’t escape challenging times, but they are prepared for them. So thank you Delta for promoting a resilient culture. And thank you Myriam for being a shining example of resilient leadership and helping this worried mama worry a little less. You made a really tough day a little bit easier.
Stay brave and resilient,
– Anne
Want more tools and strategies to help you build resilience and successfully navigate turbulent times? Check out my LinkedIn Live interview with Dr. Elizabeth Lombardo and my most recent feature in SUCCESS magazine!
It is Day 23 of the 31-Day Mindfulness Challenge!
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Today’s word: Laugh
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Laugh. Like really laugh. 😂
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Laughter is good medicine. A genuine smile, one that uses the muscles around your eyes, generates the same brain activity as eating 2,000 chocolate bars!
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Humor cools your heart, calms your nervous system, increases pain tolerance, and lowers blood pressure. Check out YouTube or Netflix for great stand-up comedians.
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#mindfulnesschallenge #mindfulness #resilience #reset #humor #optimism #positivity #laugh #smile #mindset #mindovermoment
Happy Friday my brave and resilient friends! It is Day 22 of the 31-Day Mindfulness Challenge. 🙏
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Today's word: Sense
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Notice what you are experiencing right now through any or all of your five senses.
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Sit comfortably and take a few deep breaths. Then, breathe normally and identify five things that you can see. Notice the colors, shapes, sizes, and details. Next, think of four things you can feel. The fabric of your clothes touching your skin, the cool air on your face, your foot touching the floor, or the chair underneath you.
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Then, think of three things that you can hear. This can be the sound of a fan, someone walking down the hall, or the buzz of your computer. Next think of two things you can smell. Your wet dog, something cooking, or the perfume of someone sitting near you. Finally, notice one thing you can taste. Simply focusing on your senses brings you back to the present moment.
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I realize this sounds simple, and for a long time, I thought it was hokey, but what you are really doing is training your brain to control your attention.
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#mindfulnesschallenge #mindfulness #resilience #reset #meditation #fivesenses #braintraining #breathwork #mindset #mindovermoment
Exciting day in the AGG Studio with lots of #deliciousmoments!
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Thanks to the magic of virtual events, I had the opportunity to speak for @dell, @jnj, and @microsoft all in the same day! A huge gratitude shout out to everyone who joined the sessions. It was an honor to spend time with you!
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#deliciousmoments #virtualkeynotespeaker #virtualevents #virtuallearning #professionaldevelopment #gratitude #resilience #reset #homestudio
It is Day 21 of the 31-Day Mindfulness Challenge!
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Today's word: Create
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Get creative.
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Being creative can be a great way to cultivate mindfulness. If you’re looking for a fun way to be more mindful, try tapping into your creative side.
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Color, draw, doodle, write a poem, or plant something. When you are engaging in your creative activity, return to the present moment with it. Allow your creativity to flow and use it as a practice.
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#mindfulnesschallenge #mindfulness #resilience #reset #creativity #staypresent #mindset #mindovermoment
It is Day 20 of the 31-Day Mindfulness Challenge!
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Today's word: Affirm
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Repeat a positive affirmation.
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It’s difficult to see the world in a way that is inconsistent with the way you see yourself. If you’re sending yourself messages like “I’m not good enough” and “I’m unhappy”, you start to find those things because we find what we look for.
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You have survived the worst things that have ever happened to you, and you are still standing. This year is your chance to be kind to yourself, practice gratitude, and live your life on purpose.
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Share your positive affirmations with me in the comments! 🥰
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#mindfulnesschallenge #mindfulness #resilience #reset #selflove #selfcare #positiveaffirmations #bekindtoyourself #gratitude #liveonpurpose #mindovermoment
I hope you all started the week off strong yesterday! 💪 It is Day 19 of the 31-Day Mindfulness Challenge.
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Today's word: Reset
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Write down your top three priorities for the day.
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Getting clear on your priorities doesn’t take away busy, but it ensures that you stay true to what’s most important despite it.
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When you look at the way you spend your time, does it reflect the priorities you listed? If not, how can you make small shifts in the way you manage your day, week, or month to gain alignment?
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For three strategies to help reset your priorities and your perspective, click the link in my bio!
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#mindfulnesschallenge #mindfulness #resilience #reset #priorities #perspective #mindovermoment

Anne Grady is a Speaker, Author, and #TruthBomb Dropper.
Anne shares practical strategies that can be applied both personally and professionally to improve relationships, navigate change, and triumph over adversity. And she’ll make you laugh while she does it. Anne is a two time TEDx speaker, and her work has been featured in numerous media outlets, including Harvard Business Review, Entrepreneur, Forbes, Fast Company and Inc. magazines, CNN, ESPN, and FOX Business. She is the best selling author of 52 Strategies for Life, Love & Work and Strong Enough: Choosing Courage, Resilience and Triumph.