Daily life in any work environment can be akin to a pressure cooker at times and every leader regularly faces all sorts of emotional triggers which can send them into orbit, if they are not assertive and able to maintain high levels of self-control.

In particular, dealing with people can be very frustrating at times and I have yet to find an organization where there wasn't one or two individuals floating around who could push even the calmest leader to the limit, like this guy reported in an article from the Daily Telegraph in the UK.

Caretaker who fell off stepladder sues for £50,000 over ‘inadequate training'

A school caretaker who was injured falling off a six-foot stepladder is suing his employer for £50,000 claiming he was not trained how to use it properly. The caretaker claimed that his bosses did not show him how to use the 6ft ladder safely, although he admits using others for at least 30 years without mishap.

The caretaker told the court he had signed a form to say he had received "ladder training" but said this only consisted of being warned not to stand on the top platform or work at higher than three metres off the ground. "I thought that was the extent of ladder training," he told the court. "I didn't know there were other things regarding ladders."

Now, it would be more than a little tempting to hit him with the ladder, I fear, but - to their credit – the best leaders can suppress that urge.

Even when faced with those few employees, colleagues or situations which really test their patience, the really noticeable thing about certain great leaders is how they can remain in control; they might well boil up inside, but they can manage their responses because they are always assertive characters who are on top of their emotions.

When they do lose their temper, and like everyone that happens from time to time, the best leaders do so not through impulse but more likely out of choice, because they feel that a bit of a wake-up call is required.

This ability to be assertive, linked to self-confidence, influences everything they do but particularly helps them as communicators or when responding to the variety of triggers they encounter every day and because of that, I find that employees frequently describe the best leaders as being ‘calm and in control'. I tip my hat to them.

Enjoy your day!

About Us

Enda Larkin is Director of HTC Consulting, a Geneva based consulting firm delivering integrated business solutions to the European and international hospitality and tourism industry.

Prior to establishing HTC in 1994, he has worked extensively in the hotel industry in Ireland, the UK and the US, and has also been an advisor with the Irish government agency for tourism development. Since 1994, he has led many diverse projects throughout Europe and the Middle East.

www.htc-consult.com