The Crisis Manager

FOR THE CRISIS MANAGER @ WORK OPPORTUNITY FOR COACHING Rachel is at a crossroads because her strength in managing crises has made her the person everyone turns to when things go wrong. While her calm leadership and clear thinking are invaluable in urgent situations, this dynamic can unintentionally keep her anchored in reactive work rather than shaping the systems that prevent crises in the first place. Over time, the organisation risks relying on Rachel’s capability to stabilize incidents instead of developing the collective discipline needed to avoid them. Coaching will help Rachel shift from being the responder of last resort to the architect of resilience—strengthening how she embeds prevention, distributes responsibility, and builds teams that can manage pressure without depending on her presence. Rachel: “I’ve become the person people look for when things go wrong, and while I’m good at that, it’s not where I want to stay. My goal is to build systems and a team that can handle pressure without depending on me to step in every time.” SHAPE THE TEAM - Position herself less as the default incident leader and more as a guide who helps others step into that role. Seek feedback and support from trusted peers and senior leaders to strengthen how responsibility for incident leadership is shared across the team. GROW THE TALENT - Deliberately develop others’ capability to lead during pressure—inviting them to run incidents, make calls, and learn from the outcomes. At the same time, seek mentorship and perspective from experienced operators who can help Rachel refine how she builds resilience in others. GUARD THE HOUSE - Strengthen prevention systems by collaborating with technical and operational leaders to review incidents, identify patterns, and improve guardrails. By inviting broader ownership of reliability practices, Rachel ensures the system becomes stronger without depending on her constant presence. C H A L L E N G E S A N D O P P O R T U N I T I E S T O B E B E T T E R CODE NAME: Rachel Better The Deck REFER TO COACHING ROUND ONE INSTRUCTIONS