Home alone – reach out and connect

It is remarkable how our world has changed in just a few weeks.

No more planes in the sky. No more looking at the world from 35000 feet. No more meetings. No more lunches with colleagues. No more big family dinners. No more theatre plays. No more concerts. No more visits to museums and art galleries. No more eating in restaurants. No more wandering around shopping malls. No more going to the gym. No more hugging friends and colleagues. No more going to the movies. No more trips to see family and friends in other parts of the world. No more…?

Until recently, I was talking to board chairs, senior non-Executive Directors and senior executives in business and government about the future of Australia. This is part of EY’s effort to create a national conversation about Australia’s position in a globally connected, digitally driven world. Over recent weeks we have spoken to well over 200 senior leaders to generate ideas about how to diversify Australia’s economy, improve the ease of doing business, build better technology infrastructure and stay competitive in a changing world. I have previously written about this on LinkedIn.

The world was already struggling with the swift changes brought on by new technology, the impact of climate change and the uncertain global geo-political situation. These issues have not gone away but we are now dominated by a very different threat: COVID-19. We suddenly find ourselves preoccupied with economic and personal survival rather than just societal improvement. 

We have had to adjust daily to a rapidly changing situation. Nobody expected four weeks ago that the death rate in Italy would exceed that of China, that borders across the EU and in Australia would effectively be closed and that whole nations would move to social distancing and working from home. Despite regular disaster and pandemic preparedness planning we did not expect our hospital systems to be so quickly overwhelmed or that whole societies would cancel events for the rest of the year. This situation requires billions of people around the world to adjust daily to far-reaching changes. It might well be the most challenging situation to arise in our lifetime.

Business and community continuity are essential now. I have spoken to many people in business, government and my community over recent days. Here are some observations and thoughts:

-         Work out quickly how to effectively manage remotely

It turns out that most organisations are not as good at “working from home” as they thought. “Flexible working hours” or “technology enabled working” are fine when they happen occasionally but it is different when a whole workforce is suddenly switching to this. The last few days have shown that this is equally hard for big corporates, universities, government agencies and small business. Working remotely requires different skill sets from all sides but especially from managers as this EY/ ABC radio audio shows. It’s not just a question of checking in with (not checking on) your people. It is also not just about trust. Instead it is about connecting productively, setting explicit performance expectations and deadlines, assigning and following-up on action items and making sure that team members continue to collaborate – all without over-management. Quite a few organisations will discover the potential cost efficiencies inherent in having a remote workforce. Versions of this arrangement might stay with us post-virus as new business models emerge. Managers should use this time to consciously hone their skills in remote people and performance management.

-         Learn about your organisation's’ technology capability and use it creatively

It turns out that many organisations have good technology to connect people – except that people do not know how to use it effectively. Too many people in leadership roles still see the technology as the domain of “the IT guy”. But now effective use of technology will become the lifeblood of businesses and determine their workflow. Continuous organisational functioning is not just a question of switching from face-to-face communication to email. In fact, it is not about that at all. Instead it is about using the right tools to stay connected with colleagues, clients and stakeholders – and they are not necessarily the same tools. Many organisations now need to quickly provide training to their people, including those in leadership roles, and encourage creative use of these tools.

 -         Get to a new Business as Usual as soon as possible

For many people being productive and collaborating with colleagues creates a sense of identity and self-worth. Work creates structure, patterns and habits in our lives. Without warning all of this is currently disappearing, at least for the foreseeable future. It is inevitable that people will be more anxious, less rational and more distracted in coming months. Managers have a big role in helping people settle into a new normal and to manage themselves with a high level of awareness through this upheaval. Ask yourself how you are feeling before you go on a conference call with your team – now is the time for leadership and your own emotions can get in the way or enhance your team’s remote interactions. You set the tone and getting your people to a new Business as Usual is essential for business continuity.

 -         Physical isolation and social connection

We call it “social distancing” but these are really the wrong words. Humans are social beings. We need to be “physically distant” but stay “socially connected”. Many people are already struggling with loneliness and long-term self-isolation will be an extra challenge. Technology is a great tool that people in previous pandemics did not have. So, let’s get creative about staying in touch and using this moment to get closer to those we love, work with and know. And especially reach out to those who cannot simply work from home, who are sick or alone, who have lost income, are going bankrupt or don’t know where to get their next meal.

In a recent article Christine Jackman gave us five key lessons in a crisis:

-         It’s ok to feel scared and unsettled

-         Community is everything in a crisis – do everything you can to strengthen yours

-         Take care of our health professionals

-         Sunshine is much better than social media

-         Realize how lucky you are even when things get tough

I would add one other: Remember that everything is temporary. This current global crisis will end, too, and it is likely that new models of working and living will emerge.

The lessons above will hold us in good stead as we tackle the coming months.

Stay safe!