‘People first’ responses to an externality

Abstract Professional service firms in the built environment are subject to externalities. Whether these forces related economic downturns, changes regulatory environment, natural disasters, trade wars, armed conflict, mass migration, hyperinflation, climate change, global pandemics, entropy, or even never foreseen, must adapt, reposition, and rebound from negative events. The ability adapt is best personified by people that make up a firm. When one firm’s major commission was completely altered overnight due passing of legislation changed mission mandate agency commissioned work, firm nimble enough pivot, judgments about what scope could still be accomplished within deadline, determine who assign necessary tasks get job accomplished. experience forced mentors step up, mentees out their comfort zones, team congeal under pressure, resulted an unmanageable deadline being met despite difficult odds myriad factors beyond control. Only mentorship, knowledge sharing, resilience, dedication allowed positive result for firm, client, user agency, those served institution. It also furthered standing perception as trusted advisor finds way. This case study mitigation exogenous shocks through ‘people first’ strategy will highlight potential A/E/C industry responses similar