One of our key leadership team members reacts with defensiveness and excuses whenever their scorecard metrics or Rocks are off track, which is killing our ability to have healthy debate. How do we break through this defensive wall?

Question

Tyler Smith · Accepted Answer

Defensiveness is a symptom of low vulnerability-based trust. When a leader makes excuses for missed Rocks or poor scorecard metrics, they are trying to protect their status because they view failure as a threat. To break through this wall, you must use the Trust Equation framework to diagnose and address the root behavior. The Trust Equation balances credibility, reliability, and intimacy against self-absorption. In this case, the leader has high self-absorption. They are focusing on their own ego and reputation rather than the success of the team and the company. You must address this directly in a private meeting. Explain how their defensiveness affects the rest of the leadership team during your Level 10 Meeting. Use concrete examples. Explain that when they make excuses, it shuts down open and honest debate and prevents the team from helping them IDS the issue. Reassure them that missing a scorecard target or a Rock is not a fireable offense, but hiding the truth or refusing to own it is a core value violation. Encourage them to share the challenges they are facing. By increasing emotional intimacy and reducing self-absorption, you will build the psychological safety required for them to drop the defensive armor and start solving problems like a true leader.