Telstra CFO, Michael Ackland’s composure under pressure

Telstra went down nationally last week. Trains stopped, payments failed, triple-zero calls were affected. The kind of outage that puts a company on the back foot for weeks.

Telstra’s CFO, Michael Ackland, fronted the cameras mid-crisis. Ackland didn’t perform calm. He was calm.

He said this:

“We let customers down today in their hour of need. There’s nothing that makes that untrue for many of those customers who are in traumatic situations, and we apologise for that deeply.”

No qualifiers. No blame-shifting to “the system.” No corporate hedge-speak. Just a direct acknowledgment of harm, delivered in real time, under maximum scrutiny.

AFR’s Anthony Macdonald picked up on the same thing I did watching the footage. He noted Ackland’s authority and calm, his refusal to speculate on a root cause before he actually knew it, and, critically, that nobody got thrown under the bus on national television. That last part is rarer than it should be.

Here’s the distinction that matters.

Composure isn’t the absence of pressure. It’s what’s left when pressure hits and nothing underneath it moves. Most people mistake calm delivery for composure. The two aren’t the same thing. Delivery can be trained into a script. Composure shows up when the script runs out and the moment keeps going anyway.

Contrast this with how another major telco’s leadership handled a similar outage: deflection, technical jargon as a shield, a conspicuous unwillingness to just say the plain thing. The difference wasn’t intelligence or media training. It was whether the composure was real or not.

Ackland’s press conference is worth watching in full, not for the crisis-comms lessons everyone will draw from it, but for the simpler thing: the remorse was genuine, and it was paired with action, not a talking head reciting lines written for the occasion.

Authority is Rarely Given. It is Assumed.

Authority is Rarely Given. It is Assumed.

Many years ago, I came across a line that stayed with me:

“Power is never given. Power is taken.”**

At first glance, it sounds aggressive. But in leadership communication, I think it means something else.

It means that authority is rarely bestowed upon you by title, position or permission. It is assumed by others when they see that you already possess it.

You can see it in the boardroom. You can see it in analyst briefings. You can see it in investor days, pitches and difficult conversations.

Some leaders walk into these situations hoping to be perceived as credible. Others walk in knowing they belong there.

The difference is often subtle. But audiences notice it immediately.

The Audience Judges The Messenger

Many senior executives know their material. They understand the numbers. They have prepared the slides. They have rehearsed the key messages. Yet under scrutiny, something changes.

A difficult question arrives. An unexpected challenge emerges. The executive begins speaking too quickly. Their answers become longer. Their voice tightens. Their authority leaks away.

The issue is rarely knowledge. The issue is whether they still appear to own the room when uncertainty enters the conversation. Because authority is not communicated by what you know.

Authority is communicated by how you handle pressure.

The Leaders Who Project Authority

The leaders who project authority under scrutiny tend to display similar behaviours.

They pause before answering. They appear comfortable taking time to think. They acknowledge difficult questions without becoming defensive. They speak in measured, deliberate segments.

And perhaps most importantly, they do not appear to need approval from the audience.

They are not trying to win the room. They are leading it.

Authority With Warmth

This does not mean becoming arrogant. In fact, arrogance often signals insecurity.

The strongest leaders project something different. They combine authority with warmth. They communicate confidence without dominance. They remain composed without becoming distant. They make people feel safe while also making people feel they are in capable hands.

That combination creates trust.

And trust is often the currency that matters most when the stakes are high.

Before Your Next High-Stakes Moment

Before your next board presentation, investor meeting or leadership discussion, ask yourself:

Am I hoping the audience will see me as credible?

or

Am I showing up as someone who already knows they belong in the conversation?

Because the audience will make that judgement long before they evaluate your slides. And often before you’ve finished your first sentence.

The leaders who perform best under scrutiny rarely ask for authority. They project it. And the room responds accordingly.

Application

Over the next seven days, identify one conversation where the stakes matter most.

Before you enter it, as yourself: Am I walking in hoping to be judged credible, or walking in as someone who already belongs in the room. And when the hard question comes, will I answer it, or will I manage it?

That answer will shape your posture, your voice, you pace and ultimately your impact. Because authority is not something the audience gives you. It’s something you demonstrate through how you show up when the pressure is on.

(** The quote is attributed to numerous people)