Idea in Brief
The Problem
Leaders in every sector are now dealing with angry stakeholders. Witness the crisis confronting government officials—and associated businesses—in early 2022, when Ottawa was blockaded by truckers protesting Covid-19 vaccination requirements.
Why It Happens
We are experiencing a perfect storm of three forces: Many people believe the future will be worse than the present. They also feel—rightly or wrongly—that the game is rigged and they have been treated unfairly. And they are increasingly drawn to ideologies of “othering.”
The Solution
Drawing on real-world case studies and on disciplines including psychology, economics, and philosophy, this article offers a framework for managing outraged stakeholders that includes five steps: turning down the temperature, analyzing the outrage, shaping and bounding your responses, understanding your power to mobilize others, and renewing resilience.