3 leadership qualities for navigating uncertainty

In 2021, I sat down with Zoom CEO, Eric Yuan.

Our conversation focused on a critical topic — leading through uncertain times. The world was struggling through a pandemic, and the question on every leader’s mind was, “How do we help our teams through this crisis?”

From that conversation, 3 key qualities emerged. Empathy, adaptability, and transparency.?

I believe these qualities are just as relevant today as they were in 2021. So, let’s look at how, as a revenue leader, you can help your team through tough times by embracing empathy, adaptability, and transparency.?

#1 - Empathy

Gone are the days of business-only conversation.?

A decade ago, many leaders could get away with structuring their 1:1s exclusively around work. Talk through project updates and barriers, provide feedback, and call it a day.?

This approach overlooked the human side of the company. And it simply isn’t an effective model of leadership, especially during tough times.?

Today, empathy is a key ingredient.?

Empathy allows you, as a leader, to understand the full person you’re working with. It enables you to connect on a deeper level, build trust, and support offsite challenges that have real onsite impacts.?

Action items to become a more empathetic leader:

When your team stumbles into a rough patch, empathy is the first tool to grab. Here are a few plays Eric and I discussed:?

Check in. Carve out weekly time to ask each team member about their personal life and challenges. Open the door for expansive conversation.?

Create surprise moments. A personal “thank you,” unplanned day off, or care package can go a long way toward boosting morale.?

Listen actively. Distracted conversation sends a message. Whenever possible, give each team member your full and undivided attention.?

Hire for empathy. As you build your team, look for leaders who demonstrate empathy. Their efforts will trickle down throughout the organization.?

#2 - Adaptability

Businesses can — and often do — shift overnight.?

The COVID-19 pandemic was a once-in-a-generation example. But more common impacts happen all the time.?

You lose a key player. Your competitor announces a bold innovation. Your product launch doesn’t go as planned. Any one of these major events would send unprepared leaders spiraling.?

But the adaptable leader pivots and thrives.?

There’s no clearer example of this than Zoom. Overnight, the pandemic sent millions of workers home. And what did they do? Open Zoom.?

Eric was faced with a sudden influx of new users. In response, he rallied his team and adapted to the circumstances. Zoom scaled operations, enhanced security, and rolled out powerful features at lightning speed.??

Action items for becoming for adaptable in your career:?

Adaptability, like any other skill, takes time and investment. Use these plays to embed adaptability in you and your organization.?

Embrace continuous learning. At all levels of the organization, promote a culture of active development. Invest in learning opportunities, workshops, and discussion.?

Lead by example. When pivoting, be open with the team about your reasoning. Help them see key drivers of the change and your thought process behind the new direction.?

Build a feedback culture. The most adaptable companies have a culture that promotes feedback at every level. Encourage your team to identify opportunities for innovation and improvement.?

Activate diverse perspectives. Diverse talent is a starting point, but don’t settle there. In meetings, draw out perspectives from every corner of the room. Leave no voice unheard.

#3 - Transparency

You can’t have trust without transparency.?

At its core, trust is relying on someone else. And, in the business world, that level of belief only comes from open and honest communication.?

Without it, your team will never feel the psychological safety they need to work together seamlessly. They’ll always have one eye scanning for danger.?

Modern leaders know the power of transparency.

They demonstrate it in every action. From formal communication to everyday conversation, their words are clear. Their team doesn’t have to question motivations.?

Action item for being a more transparent leader:?

To establish transparency, it’s important to create communication channels with your team. Reach for these plays on an ongoing basis.?

Write your leadership philosophy. Don’t leave your team guessing. Outline your leadership philosophy in detail. This will help your team know what to expect moving forward.?

Provide timely feedback. When you have to engage a team member in tough conversation, do it right away. Be direct with your feedback and receptive to their input.?

Discuss the numbers. Your team has core metrics. Use your data points as a way to highlight success or opportunities. Talk openly about your goals.?

Share the “why.” Big decisions lead to big questions. Make sure your team understands the thought process behind your next move. Give them the context to understand the “why.”

Real leaders shine in tough times

Are you ready to lead with empathy, adaptability, and transparency?

When tough times call, remember to:?

1. Check in with your team and listen attentively.
2. Lead by example and activate diverse perspectives.?
3. Provide timely feedback and share the “why.”

Together, these three qualities will help you build an organization that’s defined by trust and connection. An organization that’s designed to win.?

Until next time,

Andy Byrne

CEO, Clari

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