The Bounce: A 5-step Process for Leading When a Team Member Disappoints
Jill Donahue, Fueling the power of purpose in pharma teams
Helping Pharma Leaders Build Teams That Trust, Engage & Thrive. Driving Purpose, Resilience & Alignment Across Medical and Commercial Teams.
👋 Hi! I’m Jill. I help pharma leaders spark collaboration, engagement, and motivation in their teams to ignite impact.
Estimated reading time: 4 min
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John and I work together. We also parent together. We’re partners in work and life. Sometimes we even hug at concerts.
Unsurprisingly, when you spend that much time with someone, even your favorite human can drive you a little nuts. And yes, sometimes that bubbles over into a not-so-subtle glance of disapproval or worse, silence.
What saves us in those moments is a skill we call “the bounce.” It’s the ability to move past disappointment without letting it calcify into resentment. John’s especially good at it. I’ve had to work at it. But I’ve seen how powerful it is, at home and especially at work.
In medicine and pharma, mistakes can have life changing consequences. My passion for purpose arose from one of those medical errors, that cost my father his life. But most workplace letdowns are subtle:
· A colleague misses a deadline.
· A leader drops a promise.
· A team member shows up late and disengaged.
· Someone takes credit you helped earn.
These aren’t dealbreakers, but they’re not neutral either. If left unspoken, they quietly corrode trust, motivation, and performance.
Two weeks ago, I shared the formula for trust in this newsletter. This week, let’s look at one of the skills that protects trust: how to bounce.
The Bright Side: Here’s a five-step framework to help you get back on track after someone lets you down, without losing your cool, your confidence, or the connection.
The Bounce-Back Framework: 5 Steps
1. Acknowledge What You’re Feeling - Without Stewing in It
Disappointment is a signal. Ignoring it doesn’t make you strong, it makes you stuck. Label it- don’t marinate in it.
Why it works: Naming emotions reduces emotional intensity and activates self-regulation.
Citation: Lieberman et al., 2007. Psychological Science, 18(5), 421–428.
2. Pause the Story and Get Curious
Your brain wants to judge. Curiosity asks What else could be true?”. That question unlocks empathy and options.
Why it works: It’s not about letting people off the hook. It’s about avoiding assumptions that close doors.
Citation: Stone, Patton & Heen (2010). Difficult Conversations.
3. Reframe the Meaning
Was it betrayal or misaligned expectations? Reappraisal is a resilience superpower.
Why it works: Leaders who reframe setbacks recover faster and lead steadier teams.
Citation: Gross, J.J. (2002). Psychophysiology, 39(3), 281–291.
4. Talk About It - Respectfully and Directly
Avoidance corrodes trust. Clarity protects it. Say what you expected, what happened and invite dialogue. Be calm, clear, and kind.
Something like this:
“This is what I was expecting, this is what happened, tell me about the difference.”
Or this:
“I thought this was the plan—can you walk me through your perspective?”
Why it works: You focus on impact, not intention. Citation: Kim, Dirks & Cooper, 2009. Academy of Management Review, 34(3), 401–422.
5. Reconnect to What Matters
Disappointment narrows your focus. Purpose widens it. Ask: What are we really here to do, together? When I’m disappointed by someone professionally, I remind myself: we’re not just working. We’re building something that matters.
Why it works: Purpose is a proven resilience enhancer. Resilience is easier when the work matters deeply.
Citation: Steger & Dik (2010); Wrzesniewski et al. (2003).
Final Thought
Disappointments are inevitable. Disconnection doesn’t have to be. The bounce is a choice and it’s one great leaders make often.
How do you bounce? Would love to hear your strategies.
If you’d like a printable version of this framework to use with your team, just reply “Bounce” in the comments.
References for Further Reading:
Chief Marketing Officer at ACTO
5dThis is great, Jill Donahue, Fueling the power of purpose in pharma teams!
Oncology & Hematology Leader | Sales Training | Product Launches | Strategic Commercial Leadership
5dBounce!
VP, Medical Affairs @ Pfizer
6dBounce
Executive Director, Head of Regulatory Affairs, CMC, & QA at Atossa Therapeutics
1wLove this, Jill Donahue! Bounce.
Senior Vice President and Global Head of Patient Centricity at Astellas Pharma Inc Author: A Bandana and a Bluebird: The Path To A Patient Centric Healthcare System
1wOutstanding!