What It Looks Like: Liam, the Chief Executive Officer of a global retail company, faces a sudden crisis when the company experiences a major IT system failure during the busiest shopping season of the year. Customers are unable to make purchases, and the company’s reputation is on the line. In the initial crisis meetings, Liam is visibly overwhelmed. His responses are unclear, and his body language conveys uncertainty, which causes confusion among his senior leadership team. As they try to come ...