In business schools, we mostly teach students how to interpret markets, anticipate disruption, and craft strategy in uncertain environments. We introduce frameworks, debate case studies, and encourage learners to "think like entrepreneurs". Yet, when a crisis arrives - not in a classroom simulation but in real life - the difference between success and failure rarely comes down to how many models a person can recall.
It comes down to something far more practical: the capacity to stay calm, think clearly, and act decisively without being trapped by ego. A story I recently reflected on captures this lesson with unusual clarity. A young graduate, apprenticing with a lawyer, was asked to manage the office in the lawyer's absence.
For him, it should have been a rare opportunity to demonstrate competence, build confidence, and earn credibility. But the clients did not respond with trust. Many felt uncomfortable dealing with him, doubted his ability to handle court matters, and treated him as a temporary substitute rather than a professional in his own right.
The apprentice, in return, began to feel the weight of rejection and disrespect. Then came a moment that could have turned everything toxic: a dissatisfied client demanded his fee back. The apprentice could have reacted defensively, blamed the client, or turned the encounter into a confrontation.
Instead, he controlled his emotions, responded with empathy, and returned the fee calmly. This is the kind of discipline business education often under-teaches. We emphasise confidence and persuasion, but we do not sufficiently train students in emotional self-regulation.
But instead of sinking into despair, the apprentice started observing his surroundings. Outside the office, he noticed a simple roadside hut selling fries. The operation was basic, unimpressive in appearance, and certainly not glamorous.
Summary from source