Turning Feedback into focus: how a brief call changed my leadership approach by Gabrielle

Turning Feedback into focus: how a brief call changed my leadership approach by Gabrielle - August 2026 Scholarship Essay

Working in corporate America has its level of reward just as much as it’s ground zero for your mental state. Beyond testing your ability to think fast in stressful situations or practical resolutions, yet it’s a mirror reflecting on your confidence. Even before you have the chance to see it yourself. In highly stressful working environment leadership often happens when you don’t have the answers as quickly yet how well do you take constructive criticism when you’re off course.

Having worked in the customer service world for 11 years in different industries I’m what you call a seasoned professional. There’s always going to be those few moments where you’re questioning your training and experience. Even with knowledge you’re not immune to pressure. On one particular case I was handling an extremely complicated flight disruption with a family of four. The passenger was upset and rightfully so. An expectation they hoped the airline would’ve handled immediately wasn’t. Though my intention was to come to a quick resolution the passenger wasn’t willing and demanded a solution that was workable for them. When dealing with a highly upset customer will cause a spike in anxiety here and there.

Speaking with leadership and having a solution that would be fair I tried to soften the reality that might not meet the customer’s needs. Instead of being direct I started to ramble as I was explaining next steps.

Days after this case was handled I wasn’t aware that my team lead captured that call. During our debrief my team lead provided necessary feedback that was both observant and pivotal. In our debrief, my team lead noticed that I was not as direct and forthcoming when it came to resolution associated with this call. While I appreciate my team lead not being critical of my technique or technical knowledge it was about the execution that she was concerned with. And my team lead mentioned that it wasn’t how it was being said, but using filler words was unnecessary. The round about way of not getting to the point it made the customer a little more agitated in the process. In addition my nervousness and anxiety reflected my approach to my response.

This feedback truly helped in my follow up approach for practical learning. As a first step, you have to separate standard performance from mental readiness. Usually we tend to overcompensate, which in my case I did, but using verbosity didn’t help. We are encouraged to use situational flexibility in fragile situations. Yet it’s about being aware while in stressful moments.

Second, it changed my view on how communication can be used as a tool for leadership. Being clear and direct can be an act of empathy. When it’s the opposite this can cloud your ability to think clearer and create uncertainty. By refocusing the how to respond and being calm you create a better frame of authority.

Today, my goal is to keep resolutions short and clear. While all cases aren’t the same and the approach has to be taken specific to that problem; this gives me preparation to pause, listen and take out the non essential fluff and lead in fairness. This also examines that we with experience you’re never not above learning about blind spots and better approaches to making you a better professional.