Leading in times of crisis
The world is in the midst of a global pandemic, the likes of which have not been seen in more than 100 years. This public health crisis has upended the way we live, with no part of our lives untouched. Corporate America has had to adjust and operate with agility to keep business going. Companies that wish to remain competitive will require robust and compassionate leadership in these unprecedented times. Micromanagement (always a bad approach) and merely barking out orders (a favorite management tactic of jerks) won’t cut it. This is not the time to retreat, hide, or avoid risk. How you differentiate yourself during this crisis will define your brand as a leader. It’s time to step it up.
Be decisive. No one respects a wishy-washy manager, and now is not the time to drag out your decision-making process. Show your strength and confidence by making and executing decisions based on facts, not emotions.
Set clear goals and expectations. Now more than ever, you need to lucidly articulate what you expect from your team. Your people are not psychic, and the undercurrent of uncertainty that is pervasive right now will cause them to question what you’re talking about unless you are very clear.
Communicate, communicate, communicate. In times of crisis, the rumor mill will be working overtime. Your job is to not provide the mill any more fodder by being elusive, secretive, or by hoarding information. If you have information, share it with your team as appropriate. If someone asks you a difficult question, answer it directly.
Lead with empathy. More than anything else, people want empathy from their leaders. They want to know that they are unique and valued for their humanity. Understand that this new way of working is challenging for your team. Accept that it’s not business as usual.
Be visible and be accessible. You’re not walking around the office or holding meetings in the conference room, but you can still let your team members know that you are available to speak, counsel, or offer advice. Your job is to run the business, and that is achieved by developing your people. Being accessible engenders trust. Managers who are trusted drive great results.
You have an incredible opportunity to define your professional brand right now. Following the 9/11 attacks, American Express’s new CEO Ken Chennault distinguished himself from his peers by doing what I’ve outlined here. Now he is hailed as an expert in crisis leadership. Remember Mr. Chennault’s mantra: a leader’s job is to state reality and give hope. Crises disrupt order, which causes discomfort and confusion. The best thing a leader can do is not to attempt to maintain order but to recognize the disorder and create new ways of leading amid the new reality.