Leading with Compassion and Grace

Today marks another milestone in my journey as an HR Leader. Reflecting on my first day as a recruiting coordinator, at the mecca of consulting firms, Accenture, I can still remember the excitement I felt about starting a new job and ultimately, a new career path, despite having never spent a minute in recruiting. However, that career was nearly derailed just three months into my tenure.

I had been assigned my first major project, which I enthusiastically accepted with the eagerness and excitement of a monkey with a new banana. We were conducting a survey with a large, highly reputable university. This was back in the '90s, long before email was a staple of the office. We were conducting it the old-fashioned way—by mail. The task involved sending out a survey package to over 500 students, and it was my responsibility to ensure each package contained a letter, marketing collateral, the survey, and a return envelope. I also had to correctly upload and manage 500+ student names and addresses.

I took ownership of this project as if it were my only ticket to survival. I worked tirelessly to get everything in order and sent out, and when it was done, I allowed myself a moment of pride. I had successfully completed my first big professional girl project—or so I thought.

Three days later, my head of HR, Don Shaw, approached me in the hallway. “Hey, LoriAnn" he said with a look of curiosity in his eyes and cocking his head to the side. "Did you remember to include the return envelopes in the mailing?" he asked. My heart simultaneously raced and sank. My initial thought was, of course I had. Or... did I? I vaguely remembered seeing boxes of return envelopes in the storage closet at the beginning of the project, but in my rush to prove myself capable of handling this assignment, had I forgotten this crucial step?

Don waited for my response, and I immediately remembered a lesson my parents had instilled in me: always tell the truth, even when it’s difficult. As much as I wanted to confidently say, “Yes, I included the return envelopes. I mean, did you not see how I slayed this dragon of a project” I knew I needed to be honest. I told Don I wasn’t sure but that I would double-check.

Racing back to my office, my mind was spinning. The only way to know for sure was to check the supply closet. As I approached, I desperately hoped not to see boxes full of unused return envelopes. But when I opened the door, there they were, staring back at me, almost taunting me—a clear sign that I had indeed forgotten to include them.

I felt sick. I wanted to pack up my things, resign on the spot, and flee the scene. But instead, I sheepishly made my way to Don’s office, dreading the inevitable conversation. I knocked softly on his door, standing in the doorway, terrified. I confessed my mistake, telling him I had forgotten to include the return envelopes. In my embarrassment, I rambled, offering to fix the situation and even acknowledging that if this was grounds for dismissal, I would understand.

Don signaled me to come in and sit down. My heart sank further—surely, he was about to fire me and simply wanted to take the kill shot up close. As I sat in the large wingback chair, feeling quite diminished by its size and bracing for the worst, Don said, “I appreciate you telling me the truth. I already knew you forgot to include the return envelopes. We’ve received about 20 calls from students asking where they were.”

“I’m really sorry, Don,” I replied, feeling crushed.

“I know you are,” he said. “And yes, you will remedy this by sending out another mailing apologizing for the mistake and including the return envelopes this time.”

“Of course, whatever is needed, I’m happy to do,” I said, eager to fix the situation.

Then, Don surprised me. He said, “I know it would have been easier to tell me you included the return envelopes. But you didn’t. You came back and told me the truth, and for that, I learned something valuable about you: I can trust you to be honest. As for double-checking your work, well, that’s another story and something you’ll need to work on.”

To my relief, Don didn’t fire me that day. Had he done so, my career in HR might have ended before it even began. Instead, he offered me my first important lesson in compassion and grace. By extending compassion, Don gave me the space to grow. His decision to see beyond a single mistake and instead focus on my potential allowed me to find my footing and build a career that has spanned more than three decades.

When leaders act with grace, they communicate a belief in the worth and potential of their team members, which, in turn, inspires loyalty, creativity, and perseverance. By trusting me despite my misstep, Don instilled in me a deep understanding that people are not defined by their mistakes, but rather by how they learn and grow from them. This principle has informed my leadership style ever since.

So, thank you, Don, for not firing this eager but overzealous young professional during a significant misstep. Thank you for teaching me the value of leading with compassion and grace. Your grace in that pivotal moment not only spared my career but set the foundation for a path I never could have imagined. As such, I’ve had the privilege of building a career in HR that has brought immense fulfillment, allowing me to pay forward the same compassion and grace you showed me. It’s a lesson I carry with me in every decision, every mentorship, and every opportunity to guide others. Because of you, I strive to be the kind of leader who doesn’t just manage people but believes in them—and that has made all the difference.