Leading Through Crisis

By Christina Armstrong-Smith

A good leader inspires others to have confidence in the leader. A great leader inspires others to have confidence in themselves.

-ELEANOR ROOSEVELT

Leadership is about more than simply “being in charge.” In times of crisis, leaders are tested to show the strength of their leadership skills. Their ability to rally people together to successfully achieve a goal. So, how do you maintain a sense of leadership when you feel like things around you are so unpredictable? How do you as a leader keep your team moving towards a goal when they’re scared, frustrated, confused, or anxious?

1. Keep calm and carry on

This motto established in pre-World War II Britain was the governments way of encouraging people not to panic. In crisis, there are so many unknowns that if can be unsettling for people. No matter how much you love surprise or spontaneity, humans at their core desire predictability. They want to have some reasonable idea of what could happen. In the current pandemic, no one knows for sure what will happen though many very smart people are working towards a solution every day.

In the meantime, focus on what you CAN control, what you do know. This is common advice for those who suffer from anxiety related disorders. What can you do to mitigate the spread of the pandemic? Think of ways to maintain a connection while mitigating the risks associated with meeting in large groups. Videoconferencing is an easy way to still meet as a group while staying safe. This is directly related to the next item.

2. Act like a flight attendant

Think about the last time you were on an airplane. You likely felt (relatively) calm an comfortable during you flight, maybe even taking a nap or watching a movie. You might not have even noticed any trouble around you. You know that “ding dong” sound you hear throughout the flight? That’s the way the crew communicates with each other. In the rare case that there is a crisis, they don’t announce over the loud speaker all of the gloom and doom that lies ahead. They don’t run down the aisle way with panic on their faces. They maintain composure and calmly execute their duties.

Why?

When we find ourselves in an unfamiliar situation, we follow social cues of others around us to know what to do. Especially those we think know best. So, if, in the face of crisis, you are able to maintain composure and calm, you will empower others to mirror your reaction. You can be honest about what is happening, but there is no need to cause panic. It’s the difference between announcing there is some slight turbulence ahead and saying how challenging it’s going to be to keep the plane upright in the air as it get’s whipped around by jet streams. Your team’s words and behaviors will mirror your own.

3. Empower others

In any crisis, there is no one person deciding next steps to take. It takes a diverse team to make good decisions about how to move forward. Use a crisis as an opportunity to rally your team together to make them even stronger. Have people who have been looking for leadership roles? Have them take on communications related tasks? Have a team member who is always positive and the life of the party? Have them think of creative ways to start or end each meeting on a high note. Or have them think of creative ways to meet virtually for strictly social purposes (virtual karaoke, anyone?)

4. Take care of your team (and yourself) It can be hard to remember that people experience an emotional and mental reaction to crises. One of the most important steps in minimizing the effects of a crisis on your team is to check in with them often. Depending on your team, this may look like daily or weekly check ins. How are people feeling? What do they need? Help reassure them that the team (and it’s members) will be able to survive the crisis. Be honest. If you might have to make decisions that will impact members, be transparent with them along the way. Just like the flight attendant though, you can choose your words carefully to control their impact. “We’ll need to cancel our big event” is heard differently than “We’ll need to strategize the best way to keep people safe while still maintaining our mission.”

5. Know that it’s ok to not have all the answers

If someone comes to you with a question or concern, it’s most important to acknowledge their concern or question. Make sure you understand it and why they’re asking. Sometimes there is a deeper motivation behind the question(s). Try to address their question(s) or admit that you don’t know the answer. Again, try to place the focus on the positive, what you do know, what you can do. Finally, be kind to yourself. For any decisions you make, you will have people that agree and disagree with them. Maintain transparency and open lines of communication as much as possible to ensure that, although people might not like your decisions, they can understand your reasoning.

There are lots of other articles out now about leading through crisis. Check out a few below:

4 Behaviors That Help Leaders Manage a Crisis, Harvard Business Review

The Coronavirus Pandemic: A True Test of Crisis Leadership, Psychology Today

Build Your Team’s Resilience from Home, Harvard Business Review

Have other questions or thoughts about leading your team through this crisis? Leave a comment below!