Much of what I know about navigating a crisis successfully can be summed up in two words: mindset and communication. This is not to say the road is easy. A former small-business owner I know described her role as “a crisis a day for thirteen years.”
You may not be able to control the crises, but you can control how you respond and move through them. Here are three powerful ways the smartest companies are making this difficult time less stressful and more constructive—and how you can as well:
They look for the opportunities
You can encourage your employees to do the same. Practical examples of opportunities in a crisis:
- Reminding yourself what business you’re in, both as a company and an HR department; for example, my hair stylist would tell you she is not in the business of cutting hair—she’s in the business of creating more self-confidence. Having this broader perspective will open up new ways to adapt and serve your own clients.
- Reaching out to customers, asking what they need or want right now. Example: Not long after COVID-19 turned our economy upside down, I listened to a podcast from Inc. featuring Rebecca Minkoff, who shared how she used social media to connect with customers and provide them with what they were looking for; namely, great content, helpful tips, and a break from the news. What would customers (or employees) most like from you?
- Encouraging employees to learn and share something new—thereby creating or reinforcing a culture of learning. In the words of Jack Welch, “An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.”
This is where it pays to have a determined mindset—one that doesn’t downplay crises, but finds ways to use them as a catalyst for improvement.
They respect their employees
When work-from-home first gripped our world, I noticed there were two kinds of managers: those who had done their jobs well, and thus trusted their team to get work done, and those who did not trust their teams and blamed that lack of trust on their team—instead of taking ownership of the problem.
For those in that second category, here’s your opportunity: to refine your management and communication style so that employees know the results they’re accountable for, but also have the freedom and flexibility to achieve those results. This is neither micromanagement nor employee abandonment. It’s a decision to see your staff as fundamentally bright, capable and motivated.
Other ways to show employees respect:
- Take time to find out how they’re doing, not just at work but outside of work
- Ask “How can I help?” and listen to what they tell you
- Hold fewer meetings
The best companies look for ways to protect their employees’ time. Why? Because nothing portends disengagement and burnout like exhaustion and fragmented calendars. And few things show respect more than showing respect for someone else’s time.
They communicate, even when it’s difficult
At this point, few if any employees expect the news will always be good. But even when the news is terrible, most employees appreciate it when delivery is timely and forthright.
Other, more subtle aspects of communicating well:
- Taking time to listen and respond—both to what’s being said and not being said
- Communicating expectations—thereby setting employees up for success
- Showing employees appreciation; for example, with a kind word, a bit of well-timed recognition, or simply pitching in to help
Finally, here’s a good question to ask yourself and your team: When this crisis is over, what story do we want to look back and remember? Start taking steps today to create a story you’ll be proud to retell. That’s how you show you’re a smart company who navigates crises well.
About the Author
Gina DeLapa helps leaders transform their company culture so employees engage. When everyone works from a leadership mindset, productivity increases, drama decreases, and office morale takes care of itself.