Resilience on the River: Your Role When the Raft Flips (It Will)

 We had just a few rapids left, and I wish I could say everything went perfectly, but life, leadership, and rafting often have their unexpected twists. Perhaps it was overconfidence or complacency after conquering the toughest rapid, but shortly thereafter, a team member was ejected from the raft as we collided with a rock, nearly tipping over. He disappeared beneath the water's surface, and for a moment, panic set in. I caught a glimpse of his bright yellow life vest, and two of us swiftly grabbed hold of it, pulling him back into the boat like a fish leaping out of the water. It was a heart-pounding moment, but thanks to our training, we handled it with skill and composure. You see, Tom had foreseen such scenarios and ensured our preparedness. We were ready.

 

Enumerating the countless setbacks and challenges I've encountered would be impossible. Leadership, with all its facets, encompasses an arduous journey. My late mother used to say, 'You've got such broad shoulders!' This likely stemmed from the days when she made matching shirts for my brother and me. The standard patterns for my size didn't suffice. Over time, I've come to realize that these metaphorical broad shoulders have been an asset in bearing the weight of responsibility for nearly 10,000 associates under my care. Now, let's delve into the winning strategies for navigating troubled waters.

 

l  Managing setbacks and failures

 

Surprises can be detrimental, often leading to hasty and unprepared reactions. It's essential to anticipate setbacks and, having learned to keep your focus downriver, be ready with an alternative route through the rapids. This mindset not only empowers your team to forge ahead but also serves as a valuable analogy. I often liken it to charging up a hill only to encounter an impenetrable forest. In such situations, I don't see an obstacle to retreat from, but rather a challenge to navigate around.

 

So, you might want to know how to manage setbacks and failures. You need not fret, I have you covered. But before we go into the details, I need you to know that both setbacks and failures are inevitable. Even though you are diligent, they might still occur. However, having the will and the right skills to manage them will make a huge difference.

 

Now, let's get into the list of how you can manage setbacks and failures as a leader.

 

l  Embrace a Growth Mindset: Approach setbacks with the belief that they provide opportunities for personal and team growth. Encourage your team to view failures as learning experiences, fostering adaptability and innovation. I have talked about the essence and power of a growth mindset in a few chapters. To manage setbacks requires positivity. So, you must be optimistic and ready to take the right steps to comeback.

 

l  Thorough Analysis and Learning: After encountering a setback, lead by example in conducting a comprehensive analysis. Identify the root causes and derive actionable lessons from the experience. This analytical approach helps prevent the repetition of similar mistakes.

 

In essence, you need to get to the root of the problem first as a leader. Once you identify what the problems and likely solutions are, you also need to carry your team along. Sometimes, the situation surrounding the failures might require you to meet with your team to look inwards for a possible way out. Most importantly, analysis of failure and setbacks will help you learn more about how to solve a problem and better ways of doing things.

 

l  Open and Supportive Communication: As a leader, you should foster an environment of open and honest communication within your team. Encourage your team members to share their concerns and ideas freely. This transparency enables collective problem-solving and promotes a sense of shared responsibility.

 

To ensure the growth of your organization, you need to give autonomy to your team members. Allow them to share their thoughts about a problem. Also, you should let them carry out independent research and come up with viable strategies for solving a given problem.

 

l  Adaptability and Resilience: Demonstrate flexibility in your leadership approach by being open to adjustments and changes in response to setbacks. Exhibit resilience in the face of adversity, conveying a commitment to finding solutions and moving forward.

 

You need to be a resilient leader. A lot of businesses across the world have faded out because of this. As a leader, you have to be gritty enough to actualize and accomplish the visions and goals of your organization. As I mentioned earlier, you can't avoid setbacks because you will likely not have any control over them. What you can control is your reactions and your actions when it hits you. It's with resilience that your organization can retain its standard and relevancy, even after failures.

 

l  Delegation and Empowerment: You should delegate tasks and responsibilities to team members. Also, you need to empower them to make decisions and take ownership. This distribution of responsibility not only eases the burden on you but also leverages the diverse skills and perspectives of your team.

 

By doing these, you will know the departments with deficiencies and address the problem promptly. Delegating tasks and empowering your team will allow you to concentrate on the important tasks and decisions to move the organization forward. In essence, the division of responsibilities ensures progress and helps manage setbacks better in your organization.

 

l  Strategic Planning and Contingency: Since failures and setbacks are inevitable, you only need to focus more on what you can change as a leader. So, you need a proactive approach to any setback that might occur. In essence, you should be strategic as a leader. Also, you need to have contingent plans to remedy any kind of problem that will militate against the progress of your organization.

 

Therefore, you must integrate anticipation of potential setbacks into your strategic planning. Develop contingency plans to mitigate the impact of unexpected failures. This proactive approach equips your team to handle adversity more effectively.

 

l  Embracing a growth mindset

 

My mother-in-law has an undeniable passion for plants like she loves them so much. Whenever she visits our home, you can often find her in the front yard, tending to and nurturing our foliage with her pruning shears even before she knocks on our door. Her approach to plants is a living testament to a growth mindset. She understands that by removing the old and withered, you make space for the new to flourish. Even when faced with a seemingly ailing plant, she's confident that there are methods to nurse it back to life.

 

In leadership, we can draw inspiration from her approach. We must continuously assess what's thriving and where our focus is needed, while always keeping an eye on the future. Our role as leaders is to monitor the present while diligently preparing for what lies ahead, just as my mother-in-law cares for today's garden while nurturing its potential for tomorrow.

 

Furthermore, embracing a growth mindset as a leader goes hand in hand with cultivating resilience. When you adopt this perspective, you approach setbacks and challenges not as insurmountable obstacles but as opportunities for growth. Resilience, in this context, means the ability to bounce back from adversity and even thrive amidst it.

 

As a leader, you should view failures and setbacks as valuable lessons that can fuel your personal and team's growth. Just like a resilient plant can withstand harsh weather and still flourish, you can adapt and persevere through difficult circumstances. This mindset empowers you to weather storms, learn from your experiences, and become more effective in the face of adversity.

 

Also, you should understand that incorporating resilience into your leadership style means not only navigating today's challenges but also preparing for the unexpected challenges of tomorrow. By maintaining a growth mindset, you're ready to remove what's old and nurture what's new, just as a gardener trims withered branches to allow fresh growth. It's a powerful approach that can drive success in leadership, enabling you to lead your team through ever-changing landscapes with confidence and fortitude.

 

Having shed more light on how to embrace a growth mindset as a leader. I would love to share with you five principles you need to adhere to. These could ultimately guide you and your team towards success in the dynamic landscape of leadership.

 

Let's have the list.

 

l  Adversity as Opportunity: You should view challenges as opportunities for personal and team growth. Resilience is one of the traits of a growth mindset. And this will give you the capacity to rebound from setbacks and adversities.

 

l  Lessons from Failure: As a leader with a growth mindset, you need to start seeing failures as valuable learning experiences. And being resilient enables you to adapt and apply these lessons for continuous improvement.

 

l  Thriving in Adversity: Resilience within a growth mindset means not merely surviving but thriving in the face of adversity. These traits will enable you to excel even when circumstances are challenging.

 

l  Adaptability and Learning: You should embrace change and learning as integral parts of leadership. As a resilient leader, you will adapt to new situations, akin to how a resilient plant adjusts to varying conditions.

 

l  Future Preparedness: Leaders with a growth mindset are forward-thinking and prepared for unforeseen challenges. And with resilience, you can lead your team through unexpected obstacles with confidence and determination.

 

Cultivating resilience in yourself and your team

 

Leaders, often carrying a heavy burden for their teams and organizations, must remember that they cannot be resilient if they're running on empty. The role of a leader can blur boundaries, especially when performed well. Reflecting on my past, I was a mediocre high school athlete.

 

In my junior year, we played for the State Title in football, and I started as a defensive tackle. Despite our loss and a facemask penalty I incurred, those are the highlights of my athletic career. However, my competitive spirit remains unwavering.

 

Upon moving to Florida and finding a tennis facility in our community, I discovered an outlet for my competitive drive. I've been playing tennis for about five years now, primarily in singles matches. I've hesitated to engage in doubles play, as I still don't feel confident enough to have someone count on my shots. I'm a work in progress. Singles tennis demands constant movement, split-second analysis of ball trajectory and opponent positioning, and unyielding attention. It's both physically exhausting and exhilarating, leaving no room for thoughts of work or home. Any mental drift leads to a swift loss of points and games.

 

Leadership entails making a multitude of decisions every day. While I cannot verify the exact accuracy of the statistic, it's staggering to contemplate that the average leader makes between 100 to 400 decisions daily. No wonder we often feel depleted.

 

For the longest time, I struggled to find a way to 'check-out' and simply be present in the current moment. We all need that personal outlet. Mine came in the form of this demanding sport. Regardless of what your 'thing' might be, it's crucial to find it to center yourself. Your family, your team, and your company all deserve and depend on your best self.

 

As a leader, here are a few things to follow if you want to cultivate resilience in yourself and your team. They are:

 

l  Lead by Example: As a leader, you play a pivotal role in shaping the team's resilience. Also, you should demonstrate your ability to bounce back from setbacks, maintain a positive attitude, and adapt to change. Your actions should inspire team members to develop their own resilience.

 

l  Open and Supportive Culture: You need to foster an open and supportive culture where team members feel comfortable sharing challenges and seeking assistance. In addition, you should encourage transparent communication to create a sense of unity and shared responsibility for overcoming obstacles.

 

l  Continuous Learning and Growth Mindset: Promote a culture of continuous learning and a growth mindset. Therefore, you have to encourage your team to view setbacks as opportunities for personal and professional development. As a leader, you also need to provide resources for skill enhancement and problem-solving to your team members.

 

l  Balanced Goal Setting: You should consider helping your team set realistic yet challenging goals. These goals should be attainable, and progress should be celebrated. Achieving milestones boosts confidence and overall team resilience. To cultivate resilience in your team, you need to equip them with some goal-setting skills and resources.

 

l  Work-Life Balance and Well-Being: After paying utmost attention to yourself (Self Care), you need to advocate for work-life balance within your team. Ensure that team members have the time and resources to maintain their well-being outside of work. A balanced life supports emotional and mental resilience, preventing burnout and promoting overall team health.

 

l  Learning from challenges and bouncing back stronger

 

Learning from challenges and bouncing back stronger is a crucial skill you need as a leader. When faced with obstacles, leaders can grow by reflecting on their experiences, adapting their strategies, and seeking feedback. This resilience and continuous improvement not only benefit the leader but also inspire and motivate their team, fostering a culture of growth and innovation.

 

In this subsection, I will give you a list of what you need to do to learn from challenges and bounce back stronger as a leader. So, let's get into the details without further delay.

 

l  Embrace Failure as Growth: As a leader, you must learn how to view setbacks as opportunities for personal and professional development. You should analyze what went wrong, extract lessons, and use them to refine your leadership approach.

 

l  Open Communication and Feedback: You should promote a culture of open communication within your team. Encourage feedback and actively listen to your team members, as their insights can be invaluable in overcoming challenges.

 

l  Adaptability and Continuous Learning: As a leader, you should stay adaptable by being open to change and flexible in your strategies. Additionally, you should keep learning and staying updated with industry trends and leadership best practices.

 

l  Resilience and Coping Strategies: To bounce back quickly, you must cultivate emotional resilience to effectively manage stress and maintain a positive attitude during tough times. In addition, you should develop coping strategies to handle adversity.

 

l  Team Empowerment and Transparency: You should empower your team to learn from failures and contribute to solutions. Also, you need to maintain transparency and motivation through effective communication, setting clear goals, and assessing progress regularly.

 

Leading with Compassion: The River’s Lesson in Empathy and Servant Leadership

 

During a talk I attended, a powerful statement struck a chord with me: "We are all Human first." It resonated deeply, and I believe certain messages have a way of finding us when they touch on something we've been wrestling with. As we journey through life, especially with the benefit of hindsight, we gain the ability to reflect on our experiences and refine our perspectives. If only we could have the gift of foresight to navigate our leadership and life paths more smoothly.

 

The concept that "Compassion is not weakness" is a vital one to embrace. It's essential to understand that having empathy and compassion doesn't make a person soft or ineffective. In fact, these qualities are not only admirable but also crucial for effective leadership. The absence of these critical skills can hinder your ability to engage and enroll others in your vision and goals.

 

Allow me to share a personal story that underlines the importance of these principles. In July 2007, my life took an unexpected turn when my father called to inform me that my mother had been placed in Hospice care. Wait! What? Isn’t hospice what they do for someone who has very little time left? How could this be? This news was a shock because I thought she had successfully battled colon cancer in her mid-forties, and for all I knew, she was doing well. The chemotherapy had been a challenging experience for her, and she never liked being ill.

 

What I didn't realize at the time was that the cancer had returned with a vengeance, and my mother had made the difficult decision to discontinue treatment. Unfortunately, she hadn't shared this decision with us, so my father's phone call caught me entirely off guard.

 

At that moment, I was the General Manager of a bustling hotel in a major city. I immediately contacted my direct supervisor, who also happened to be the president of our firm. I explained the situation, and to my surprise, his response was simple yet profound: "Go home now and take whatever time you need."

 

In our industry, especially back then, there was a prevailing belief that being the one who always showed up and prioritized work above all else was a badge of honor. I'd like to think that my priorities were in the right place, but I had certainly been someone who could be counted on to rise to the occasion, no matter the circumstances. So, when my supervisor said, "Take whatever you need," I interpreted it as an encouragement to return quickly and ensure the hotel's continued success, even while I was away.

 

With my supervisor's blessing, I flew back to Florida to be with my family. Over the next three weeks, I shared some incredibly precious moments with them. I was given the gift of saying a proper goodbye to my mother, and even though it was incredibly painful because I was a self-professed momma's boy, I will be eternally grateful for that time. Equally surprising was how well the hotel continued to run during my absence.

 

I would wake up each day and send an email or attempt to reach the Assistant GM for updates. The response I received each time was consistent: "Everything is great, we will call you if we need anything." At the time, I didn't think much of it. However, upon my return, I realized just how unusual this was. The period I was away was unusually busy, and our hotel, which was built in the 1960s, had its fair share of challenges that typically required attention. Yet, for more than three weeks, there was not a single issue reported.

 

Upon my return to work, I began to catch up on what had transpired during my absence. To my surprise, everything wasn't as smooth as reported. There had been a couple of significant challenges, some of which would undoubtedly have required my direct involvement. When I asked my Assistant GM why I hadn't been informed, he looked down at his shoes and then back at me, saying, "Chris, I know you would have liked to have known. The fact is, the moment you left, the President called me and had me assemble the leadership team at the hotel for a conference call. During that call, he explicitly stated that we were forbidden from calling you or engaging you in any matters related to the hotel. Furthermore, he made himself available at any time to address any needs we had."

 

The actions of my supervisor were a gift that I can never fully repay. Not only did he allow me to be with my family during a deeply challenging time, but he also removed any temptation to lose focus on what truly mattered.

 

How invested do you think I became in our company's culture after experiencing such a demonstration of empathy, understanding, and support? Here's a hint: "INCREDIBLY ENROLLED."

 

When I eventually became the CEO of Chesapeake Hospitality, I challenged our leaders to "Do What Matters Most," encouraging them to prioritize enduring values over fleeting accomplishments. This experience serves as a constant reminder of the importance of compassion, empathy, and understanding in leadership.

 

With all this being said, it is safe to get into the details of this chapter. And I can assure you that the subsections are full of beneficial tips on how you can become a compassionate leader.

 

l  The power of empathy in leadership

 

One of my all-time favorite Maya Angelou quotes goes like this: “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

 

This quote has always resonated deep within me. It underscores the profound truth that when you genuinely care about those around you, you are compelled to make them feel valued.

 

To achieve this, your leadership style must undergo refinement in a manner that leaves no doubt that you have their best interests at heart. Even when the situation requires corrective coaching, the delivery and content must be shaped to convey the ultimate aim of their success. There will be times when this approach doesn't yield the desired results, but in such cases, you can rest assured that you gave it your all with the sincere hope of success.

 

The power of empathy in leadership is undeniable. It's a critical trait for effective leadership. Also, it fosters stronger connections with team members, builds trust, and enhances communication.

 

When leaders empathize with their employees, they create a supportive and inclusive environment, leading to increased morale, motivation, and overall productivity. Empathetic leaders can better address the needs and concerns of their team, resulting in a more harmonious and successful work environment.

 

Now, let's check the list below.

 

l  Enhanced Communication: Empathy plays a fundamental role in enhancing communication between you and your team. As an empathetic leader, you should be skilled at active listening, which goes beyond simply hearing words. You pay close attention to the emotions, concerns, and non-verbal cues of your team members.

 

This active listening allows you to gain a deeper understanding of what your team members are experiencing, both professionally and personally. When team members feel that their leader genuinely cares about their thoughts and feelings, they are more inclined to communicate openly and honestly. This leads to more transparent and effective communication throughout the organization.

 

Empathetic leaders also encourage a culture of open dialogue, where team members feel safe expressing their opinions and concerns. Such an environment fosters collaborative problem-solving, idea-sharing, and constructive feedback, ultimately benefiting the entire team.

 

l  Building Trust: Trust is the foundation of any successful team, and empathy is a trust-building tool of extraordinary power. When you demonstrate empathy by acknowledging the challenges and emotions of your team members, it sends a clear message that you value and respect your team's well-being. This, in turn, builds trust and respect.

 

Team members are more likely to trust leaders who show empathy, believing that their leader has their best interests at heart. This trust leads to increased loyalty, a sense of security, and a stronger commitment to the team's goals. It also encourages your team members to take more initiative and responsibility, as they have confidence in your support as their leader.

 

l  Motivation and Engagement: Empathetic leaders recognize the unique needs and aspirations of their team members. By acknowledging and supporting these, they can motivate individuals to perform at their best and remain engaged in their work. This leads to increased productivity and job satisfaction.

 

In essence, empathy in leadership goes beyond just understanding the emotions of team members; it involves leveraging this understanding to motivate, engage, and satisfy individual needs. This, in turn, contributes to a more enthusiastic and committed workforce, ultimately driving better results for the organization.

 

l  Conflict Resolution: Empathy equips leaders with the ability to mediate conflicts and manage difficult situations. They can understand the underlying emotions and concerns of those involved, facilitating constructive resolutions and maintaining a harmonious work environment.

 

Additionally, as an empathetic leader, you should approach conflict resolution with sensitivity and fairness. You also need to create a safe and non-judgmental environment where all parties feel heard and respected. This encourages open and honest communication, as team members are more willing to share their thoughts and feelings without fear of reprisal.

 

Do you even know that empathy promotes a collaborative approach to conflict resolution? Rather than imposing solutions, you should encourage those involved to work together to find mutually acceptable resolutions. This collaborative approach not only resolves the immediate conflict but also builds stronger relationships within the team.

 

l  Adaptability and Innovation: Empathetic leaders are more adaptable and open to new ideas. They are willing to consider diverse viewpoints and embrace change. This fosters an environment of innovation, where team members are encouraged to contribute their unique perspectives and ideas.

 

l  Practicing active listening and empathy

 

Engaging in active listening involves more than just glancing at your phone or reacting like an experiment when an email notification distracts you during a meeting. I used to struggle with this, and honestly, I'm still working on it. I've discovered that I must take notes and keep communication devices out of reach to stay fully engaged. While I might not always refer to my notes, they serve as a focus aid. It's essential to prioritize active listening to show that you truly care about others. After all, how can you claim to support them if you can't even listen attentively?

 

Now, here are a few things you need to do to listen actively:

 

l  Be Fully Present: When engaging with your team, put away distractions and give your complete attention. Ensure you make eye contact, show open body language, and ascertain that the speaker feels valued and respected. The best thing you can do while listening is to be present. Imagine sharing something vital to someone who's absent-minded. Such a feeling is terrible and can make you feel miserable as well.

 

l  Listen Actively: Beyond words, you should pay attention to the emotions and perspectives being shared. As a leader, you need to strive to grasp the underlying meaning and feelings behind the conversation. Doing this will make your team feel valued and this can keep them motivated.

 

l  Ask Thoughtful Questions: You should encourage deeper discussion by posing open-ended questions that invite team members to elaborate on their thoughts and feelings. This helps you gain a better understanding. On the part of the speaker who could be your team member, he or she will know that you have been paying keen attention to his or her words. In essence, asking a thoughtful question shows you're listening attentively.

 

l  Show Empathy: Another important thing you need to do is put yourself in the other person's shoes to understand their emotions and needs. Acknowledge their feelings and express your understanding and support. In essence, you have to be empathetic as a leader. And one of the ways to become one is to listen to your team members' views. See things from their angles. You can compromise on things that won't jeopardize the core values of your organization.

 

l  Suspend Judgment and Offer Support: As an empathetic leader, you should refrain from making immediate judgments or criticisms. Create a safe space where your team members can openly express themselves without fear of retribution. Be responsive to their concerns and offer help when needed.

 

To practice active listening and empathy with your team, you should be prejudicial and judgemental. Be welcoming as much as you can. And always show support for things that mean more to them; you shouldn't be about the organization all the time. When you feel concerned about them (their well-being and family), they will certainly put in their best to ensure the progress of the organization.

 

Servant leadership and its impact

 

Servant leadership, in my view, is a concept often misused in both terminology and practice. Genuine servant leadership embodies a willingness to take a backseat, and actively promote the success and well-being of others, even if it means personal sacrifice. It goes beyond merely using one's position or authority to clear obstacles for the team, although that's important. True servant leadership is about selflessly supporting others to thrive and excel.

 

In this subsection, I will talk about how you can become a servant leader and the impact of servant leadership. So, let's delve into that.

 

Steps to Becoming a Servant Leader

 

l  Self-Reflection: To be a servant leader, you need to take time to assess your own values, strengths, and areas for growth.

 

l  Empathy Development: You will have to cultivate empathy by actively listening and seeking to understand others' perspectives.

 

l  Prioritize Others: As a servant leader, you will put the needs and development of your team members ahead of your own.

 

l  Serve Actively: Also, you must be willing to roll up your sleeves and assist your team with their tasks and challenges.

 

l  Foster Collaboration: To be a servant leader, you need to encourage collaboration, open communication, and a sense of community within the team.

 

l  Empower and Delegate: Importantly, you have to trust your team and delegate responsibilities to enable their growth and development.

 

l  Support Growth: In addition, you should invest in your team's professional and personal development. To actualize this, you can allow them to learn more skills and acquire more certificates.

 

l  Celebrate Success: As a serving leader, you should acknowledge and celebrate the achievements of your team members. Also, you motivate others to smash their goals too.

 

Potential Impacts of Servant Leadership

 

l  Enhanced Team Morale: With servant leadership, team members feel valued and motivated. This leads to higher morale and job satisfaction.

 

l  Improved Trust: If you are a servant leader, your team's trust in your leadership will increase. This is because they see you acting in their best interests.

 

l  Increased Productivity: When your team members feel supported, they will work more efficiently and effectively.

 

l  Higher Retention: Servant leadership can lead to lower turnover rates as your team members are more likely to stay in a supportive and empowering environment.

 

l  Personal Growth: As a leader who practices servant leadership, you will experience personal growth and fulfillment in your professional life too.

 

l  Stronger Team Bond: Teams are likely to become more cohesive and interconnected under this leadership style. In a situation, where you support the team as a leader, the whole team will unite and work towards the success of the organization.

 

l  Positive Organizational Culture: With servant leadership, you can help create a culture of empathy, respect, and continuous improvement within the organization.

 

Creating a supportive and inclusive environment

 

As a leader, you need to understand the essence of creating a supportive and inclusive environment. It means establishing a workplace culture where every team member feels valued, respected, and empowered. In addition, it involves fostering an atmosphere of trust, open communication, and fairness.

 

In such an environment, diversity is celebrated, and all employees have equal opportunities to thrive, contribute, and grow. As a supportive and inclusive leader, you should actively promote collaboration, personal growth, and well-being while addressing bias, discrimination, and any barriers to full participation. Ultimately, this approach leads to a more harmonious, productive, and innovative team.

 

Below are some key principles to achieve this:

 

l  Clear Communication: You should maintain transparent and open communication channels to encourage your team to share their thoughts and concerns without fear of judgment.

 

l  Diverse Hiring and Promotion: Also, you need to ensure diversity in your team by promoting inclusive hiring practices. Essentially, you should focus on qualifications and potential while recruiting or promoting staff.

 

l  Training and Awareness: You should provide diversity and inclusion training to increase awareness. Also, you need to promote understanding of different perspectives within your team.

 

l  Empower Marginalized Voices: As a leader, you can channel your energy to actively seek input from all team members. You should concentrate more on those who may not always speak up. And ensure you encourage their participation.

 

l  Continuous Improvement: You should regularly assess your efforts in creating a supportive and inclusive environment. So, you can adapt your strategies based on feedback and outcomes.

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