It happened halfway through a customer care workshop.
We were talking about empathy, how every interaction either builds trust or breaks it, when one participant shared a story about a recent customer encounter.
A man had called in, frustrated and curt. Instead of rushing him off the phone, she took a deep breath, stayed calm, and really listened. She became very present. Within minutes, his tone softened. By the end of the call, he was laughing and thanking her.
The zoom room went quiet for a moment. Then I said, “That right there — that’s a teachable moment.”
We unpacked what had happened: how her calm reset the emotional temperature, how empathy changed the outcome, how her energy became contagious. The whole group learned something powerful — not from my PowerPoint, but from real life, in real time.
That’s the beauty of a Teachable Moment.
It doesn’t require a classroom, a slide deck, or a budget.
It just asks that we stay awake enough to notice what’s happening, and generous enough to use it as a learning opportunity.
What’s a Teachable Moment?
It’s the instant when experience and awareness intersect, when something ordinary becomes a chance to grow. Teachers use them all the time. So do the best leaders.
When money is tight and training gets cut, Teachable Moments are the bridge between “we can’t afford it” and “we can’t afford not to.”
Here are a few ways to use them right where you are:
Catch people doing things right. When someone lives your company values, maybe by calming an upset customer or taking extra care with a detail, stop and say it out loud. “That’s exactly the kind of care our customers remember.” Specific praise reinforces culture better than any manual.
Reframe complaints as gifts. A customer who complains is giving you free consulting. Ask your team, “What can we learn from this?” Gratitude transforms defensiveness into growth.
Model calm in chaos. When stress spikes, remind your team, and yourself, to breathe. Leadership is an emotional contagion; your composure gives others permission to find theirs.
Celebrate what’s right. Create a “Brag Board” where everyone can post quick stories of great service or teamwork. Positivity spreads faster than policy.
Teachable Moments don’t replace formal training, but they keep learning alive between sessions. They create a culture of reflection and recognition. Two of the most powerful motivators I know.
Notice. Name it. Nurture it.
That’s leadership in its simplest, and most human form.
