Best Practice Briefing #1 on "Leading Through #COVID-19 Crisis" - Reassure Your Team During Times of Uncertainty

When the news is scary and the future is uncertain, many employees will look to managers for reassurance — even though you might not have the answers yourself. You can help by first finding your own sense of focus.

First, leaders must make sure they are dealing with accurate information. Times of crisis can be confusing and frightening, resulting in an amplification of speculation, conspiracy theories, obfuscation and censorship. Leaders must ensure that they are dealing with facts and not fiction, real information and not a rumor.

During these times of uncertainty, leaders may need to communicate frequently with team members in an authentic and transparent manner. To demonstrate a high degree of emotional and social intelligence, share your own emotions and acknowledge those of your team in productive ways. Let team members know that what they feel is okay. Demonstrate active listening and talk with them about your commitment to be there for them and support them even during times of uncertainty. Ask them to do the same and come to you if they are frustrated or concerned. Maintaining open dialogue will keep your team engaged and aligned until a clear direction emerges. 

Before you start communicating, take a minute to pause and breathe. Then demonstrate empathy by putting yourself in your audience's shoes. What are their concerns, questions, or interests? What do they need an immediate answer to? You might use language such as, “I know many of you may be thinking…”

The quicker you can address what’s on their minds, the more likely you’ll be able to calm them down. Seek out credible sources of information, and read fully before distilling it into clear, concise language. You can confidently express doubt or uncertainty, while still maintaining authority. You might say, “Reports are still coming in, but what we understand so far is…” Communicate frequently, even if you don’t have news to report so that people know you are actively following the issue. And provide tangible action items. Use language such as, “Here are the steps we are taking,” or “Here’s what you can do,” to demonstrate action.

This tip is adapted from the latest CEE Masterclass on "Leading Through COVID-19 Crisis". For details, email us at [email protected] or visit us at www.cee-global.com.

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The Centre for Executive Education (CEE) is an award-winning and the premier network for established human resource management and executive development consulting firms globally. We partner with clients to identify, select and develop their next generation of leaders who will navigate the organization through tomorrow’s business challenges.

The Leadership 4.0 Masterclass Series is designed to provide CEOs, C-Suite Leaders as well Business and HR leaders with a platform to develop from being good to great. It is designed to provide CEOs, C-Suite Leaders as well as Business and HR leaders with a platform to develop from being good to great.

The programs incorporate several unique features and work on several levels. It is specifically aimed at enhancing and developing the skills, knowledge, and behaviors of the participants. The participants will develop their understanding of Leadership Effectiveness and how it will lead to a creation of sustainable competitive advantage for their respective organizations through the development of an organizational climate that will contribute towards enhancing employee engagement and productivity.

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