Руководитель фонда EveryCat Health Foundation объясняет, как управлять страстью стейкхолдеров в некоммерческой организации

Jackie Jaakola is the President/CEO of EveryCat Health Foundation, the world’s leading nonprofit focused solely on feline health research. Mission-driven organizations are tasked with doing work that makes the world a better place, and as a result, can attract people who care deeply about that mission. However, when a mission has stoked the flames of people’s passions, the stakes of daily work can be challenging. As the President and CEO of a nonprofit, I know how important it is to navigate complex, emotionally-charged decision-making in an environment where everyone—donors, scientists, advocates and pet lovers—is emotionally invested. To do this effectively, I must be guided by empathy and transparency. The Nature Of Passionate Stakeholders Mission-driven organizations attract passionate stakeholders, and that’s a good thing because they’re the fuel that drives the impact the organization makes. But this passion can be a double-edged sword that causes conflict. Donors may have strong expectations about the results an organization should achieve. Scientists are driven by data and rigor. Pet lovers and advocates have an emotional connection that guides them. Consequently, all stakeholders have different ideas about what success looks like based on the type of emotional connection they’ve developed with the organization. The Leadership Challenge: Balancing Heart And Judgment An effective leader can’t just rely on a gut check to make decisions; they need data to back up their feelings. Likewise, a purely data-driven decision-making style won’t be effective because it may miss the bigger story that needs to be told. As a leader, I balance both approaches to satisfy conflicting perspectives because our story is a blend of science and passion. The key to this balance is actively listening to everyone, while still being grounded in our mission. Empathetic Leadership Approaches Listening is a necessary strategic tool when leading with empathy—especially when emotions are running high. I ask questions to find out why people feel the way they do. Is it because they’re passionate or because they’re upset? If an emotional response is triggered because people care so deeply about the work we do, is there a productive way to channel those feelings? The more this energy is focused on our mission, the more good things will happen. In that case, emotions are an asset, not a liability. Since my leadership style is based on empathy and transparency, I’m open about my decision-making process. I outline the truth and present the reasoning behind my choices. This is how you build trust, even during times when emotions lead to disagreements. And that trust is fortified when I’m able to admit that I was wrong about something and change course. Decision-Making Under Emotional Intensity During times of emotional intensity, it’s important to understand why it’s happening. For example, in an organization dedicated to cancer research, passionate stakeholders may feel frustrated by the slow pace of finding a cure. It’s okay for people to have strong feelings, but we all have to recognize them, determine the underlying cause and find ways to channel that passion into results. You can acknowledge people’s emotions, but decision-making still should be rooted in mission. Make sure no stakeholders are alienated from the process, and everyone feels heard. This makes people feel like they’re part of a team unit, even during times of conflict. Emotions are a good temperature check, but decisions should be made based on their long- and short-term impact on your organization’s mission. This can lead to tough decisions, so be sure to let everyone know why you made them and how they help your organization move forward. Building Trust Across Diverse Perspectives Some leaders may be inclined to ignore conflicts and just hope that in time, they go away. This mindset can cause leaders to overpromise or keep quiet to avoid tough conversations. But you need to be realistic and create a culture where different viewpoints are valued. When you’re consistent and transparent, you build the trust needed for this type of culture and turn conflicts into constructive dialogue and positive action. The Role Of Boundaries In Compassionate Leadership Being a compassionate leader doesn’t mean saying “yes” to anything and everything. As you listen to everyone’s point of view, you still need to set clear expectations and boundaries. This will help protect your team focus and organizational integrity. It all comes back to mission. The more you adhere to your mission, the stronger the guardrails for decision-making will be. Real-World Scenarios As an organization that focuses on the health and well-being of cats around the world, my company has a combination of science and emotion that I need to constantly balance. Our donors and volunteers love cats, but they don’t necessarily know the minutia of the science. Our science experts have intimate knowledge of what goes into a study, but they may not be able to articulate how it fits into the bigger picture of what we do. As a leader, I understand the importance of both ends of the spectrum, and I need to balance them to tell our larger organizational story. We have the perfect combination of science and heart, and I must make sure both sides work toward our mission. Lessons For Leaders In Mission-Driven Organizations It may sound counterintuitive, but when an organization’s work evokes strong passions in stakeholders, it’s important to be more grounded, more balanced and more strongly tied to mission. Though you should lead with empathy, making sure everyone on your team is heard, you must make your decisions based on the organization’s purpose. Also, to ensure that no one feels left out of the decision-making process, communicate openly and communicate often. When managed effectively, passion in an organization isn’t a force for destruction—it’s the fuel that drives your mission forward. It’s an honor to lead people who truly care about the work you do, and when you use these emotions to make a difference, your impact will be exponential. Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?