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The Operator's Playbooks

Nobody gave mea manual.

A foreword — on questions, notebooks, and the people who took a chance.

Foreword

So I wrote my own.

I learned this trade the way most people in it did — on the job, by doing, by getting it wrong and paying attention to why. There was no handbook waiting on the desk when I stepped up. You worked it out, or you didn't. I worked it out, slowly, one mistake at a time, and the mistakes taught me more than any induction ever could have.

Two things carried me through, and both of them, at the time, made people smile.

The first was the questions. "Got a question, Helen?" — usually with an eye-roll, sometimes with a "we've only got four minutes." I asked anyway. Not to be seen, not to fill a silence, but because I genuinely wanted to understand what we were actually trying to do, and how the piece in front of us served the common goal. I laughed. I didn't care. I am unapologetic about that. You cannot lead toward something you haven't bothered to understand, and I would always rather ask the obvious question than pretend I already knew the answer.

The second was the notes. Books and journals, one for every role, filling a cupboard — every meeting, every conference, every course, every event written down. People smiled at that too. But the bits that landed are underlined, asterisked, unmissable. And in the margins are the doodles — the tell that I'm taking it in, mind ticking away while I'm actively listening, working out where it fits. Those notebooks became something I don't think the people smiling ever had: a record. Years of the best advice I was ever given, captured while it was fresh, there to return to.

And there's something I won't forget, either: the leaders who trusted me before I'd earned it. The ones who handed me a department to run, a project to deliver with no project-management experience to my name, the keys to a challenging site with no prior experience of one. They took a chance on someone who had the questions and the notebooks but not yet the track record. That trust is its own kind of teaching — and a fair part of why I lead the way I do now, and why I believe in backing people before they can prove they're ready.

When I reflect now, I'm not reaching into memory — I'm reading back the actual words of the people who taught me.

That's what these guides are. They are the manual nobody handed me — the questions worth asking and the answers worth keeping, organised at last. I built them because I needed them once and they didn't exist. If they save you a few of the mistakes I made, or give you somewhere to start that I never had, then the questions, the eye-rolls, the notebooks and the chances I was given were all worth it.

Helen Vernon
The Operator's Playbooks