Dealing with the “What the Hell” Moment: Leadership Lessons in Security Operations

In partnership with

Unlock Windsurf Editor, by Codeium.

Introducing the Windsurf Editor, the first agentic IDE. All the features you know and love from Codeium’s extensions plus new capabilities such as Cascade that act as collaborative AI agents, combining the best of copilot and agent systems. This flow state of working with AI creates a step-change in AI capability that results in truly magical moments.

Download It Free Today

/As a Senior Security Manager and former Military Police Senior Non-Commissioned Officer, I’ve encountered my fair share of crises. The call or email comes in: a breach, an intrusion, some other fail, or a complaint about the security team. My first thought is almost always the same: What the hell just happened? I would bet yours is similar. It's a gut reaction, a mix of frustration, annoyance, and maybe even anger. The follow-up thought. Damn, now I have to deal with this.

This knee-jerk response is human, and it’s normal. But as security professionals, how we respond in the moments after that initial reaction defines our leadership and the success of our operations. Let’s break this down into actionable lessons for turning these moments of frustration into opportunities for growth and improvement.

1. Pause, Then Lead with Clarity After the initial rush of emotion, it’s critical to take a step back. Our first reaction is often emotional, but our team and stakeholders need us to be logical, composed, and decisive. Pausing doesn’t mean ignoring urgency—it means approaching the situation with the focus necessary to gather facts and prioritize actions.

Ask yourself: - What exactly happened? - Who or what is impacted? - What immediate actions need to be taken to mitigate the situation? This structured approach turns reactive leadership into proactive problem-solving.

2. Investigate the Root Cause A breach or complaint is often a symptom of a deeper issue. Once the immediate crisis is under control, it’s time to dig into the why.

Was there a lapse in training?

A procedural failure?

A technology gap?

This is where your leadership transforms into mentorship. For example, during my time overseeing security for Department of Defense contracts in high-risk environments like Iraq and Afghanistan, a breach wasn’t just a breach—it was a potential life-and-death scenario. Investigating these incidents required a methodical approach, starting with the human element and branching into systems and processes.

3. Communicate and Own the Narrative.

As frustrating as these moments are, they’re also a litmus test for your credibility as a leader. Silence or defensiveness breeds mistrust. Clear, honest communication shows accountability. Own the narrative by briefing your team, stakeholders, and even the complainant. Share what went wrong, the steps you’re taking to correct it, and how you’ll prevent it in the future. Your transparency builds trust—not just in you, but in the entire security operation.

4. Use the Incident as a Training Opportunity

Every failure is an opportunity to improve. After addressing the immediate issue, turn the incident into a case study.

- What can your team learn?

- Are there gaps in your Standard Operating Procedures (SOPs)?

- Is additional training or resource allocation needed?

When I managed Loss Prevention teams in retail, incidents like shoplifting or internal theft always became opportunities to refine surveillance techniques or tighten cash-handling policies. The same principle applies in any security context.

5. Balance Accountability with Support

It’s tempting to place blame when something goes wrong. Leaders build strong teams by balancing accountability with support. If a security officer or team member made an error, approach the situation with a mindset of coaching rather than punishment. This doesn't mean you don't document for a performance failure.

Ask:

- Did they have the tools and training they needed?

- Was this an isolated mistake or part of a pattern?

Correct behavior where necessary, but also ensure your team feels empowered to learn and grow from the experience.

The Bigger Picture Moments of crisis are inevitable in security operations. What matters is how you respond. The next time you receive a call or email about a breach, intrusion, or complaint, let your initial what the hell reaction motivate you—not derail you. As leaders, we’re not just managing incidents; we’re shaping the culture of accountability, improvement, and resilience within our teams. After all, the mark of a great security leader isn’t avoiding mistakes—it’s turning those mistakes into stepping stones for excellence.