Leadership in Turbulent Times: Communicating Effectively During a Crisis

Crisis communication is one of the greatest tests of leadership. How do you inspire confidence while addressing fears? How do you balance calm decisiveness with empathy, especially when decisions have far-reaching consequences? In moments of uncertainty, the way leaders communicate can determine whether they build trust or sow doubt.

---

I once worked with a senior leader who seemed unshakeable. For over two years, I watched him navigate complex situations without ever batting an eyelid. He was calm, composed, and always in control, regardless of the challenges at hand.

However, there was one time, during the pandemic, when I noticed something different. We were in the middle of a significant crisis, one that required early morning meetings at 7 a.m. because we were in full crisis mode. The leader had to make a difficult decision. On one hand, the decision could alleviate immediate issues; on the other, it could lead to potential trouble or even danger for some individuals.

For the first time, I saw anxiety on his face—perhaps even a tinge of panic. It caught me off guard because I had never seen him like that before. Yet, what stood out to me was how he handled the situation. Despite the apparent strain, he retained his composure, processed the problem, and made a decision with clarity and resolve.

Reflecting on this moment has taught me much about crisis communication. It was not just the calm composure he displayed—it was the heart he showed. He was not simply doing his job for the sake of it. He clearly cared about the safety and health of those affected by the crisis. That genuine concern defined his leadership and left a lasting impression on me.

---

Lessons from Theodore Roosevelt and the Coal Strike

In Leadership: In Turbulent Times, Doris Kearns Goodwin examined the leadership of four presidents—Abraham Lincoln, Theodore Roosevelt, Franklin D. Roosevelt, and Lyndon B. Johnson—during moments of great challenge. Among the stories, I found the account of Theodore Roosevelt’s handling of the 1902 coal strike particularly fascinating.

The strike involved 147,000 miners demanding better wages, shorter hours, and union recognition. As winter approached, the strike threatened to leave homes unheated and factories idle. Roosevelt stepped in with a masterclass in crisis leadership:

1. Proactive Engagement

Roosevelt brought union leaders and mine operators to the negotiating table at the White House. His willingness to act decisively set the tone for resolution.

2. Introducing a Third Party

Recognizing the power imbalance between the miners and the operators, Roosevelt reframed the conflict by introducing the American public as a third party. By highlighting the potential suffering of families who relied on coal for heat and survival, he leveled the playing field and appealed to both sides’ sense of responsibility to the nation.

3. Neutral Facilitation

Roosevelt maintained neutrality, ensuring both parties felt heard and respected, which preserved his credibility as a mediator.

4. Creative Problem-Solving

When negotiations stalled, Roosevelt proposed an independent commission to investigate and recommend solutions. This innovative approach led to a compromise that granted miners higher wages and shorter hours while allowing operators to retain control of their mines.

5. Transparent Communication

Roosevelt kept the public informed, building trust by emphasizing his administration’s commitment to resolving the crisis for the greater good.

This incident illustrated how Roosevelt’s balanced communication, innovative thinking, and strategic framing resolved a potentially catastrophic crisis.

---

Reflections on Leadership

Roosevelt’s story resonated with me because it mirrored what I saw in my leader during the pandemic. That brief moment of anxiety revealed a heart that cared deeply for the people impacted by the crisis. It was not just about solving problems—it was about protecting lives when safety and health were at stake. Leadership in turbulent times requires more than decisiveness—it requires compassion, creativity, and a profound sense of responsibility for others.

---

Here are my three tips for communicating during a crisis

1. Train for the Moment

Effective crisis communication requires preparation. Enroll in structured training programs focused on public speaking, active listening, and delivering complex messages under pressure. Practicing scenarios with your team can ensure you are ready to handle real crises with clarity and confidence.

2. Practice Your Emotional Fitness

Just like physical fitness, emotional fitness needs to be trained. Develop techniques to stay calm and composed under pressure, yet include enough emotion to convey empathy. Avoid extremes of appearing too detached or overly emotional. Meditation, mindfulness, and role-playing scenarios can help strengthen this balance.

3. Adapt to the Medium and Audience

Different platforms and audiences require tailored approaches. Train yourself in using tools like video, virtual platforms, or public speaking techniques to match the occasion. For example, a televised speech might focus on broad themes, while smaller meetings allow for deeper dialogue and nuanced messages.

---

Crisis leadership is like walking a tightrope. Every step demands balance—between honesty and hope, composure and emotion, decisiveness and empathy. The tightrope is narrow, the stakes high, and the winds ever-changing. Success requires practice, preparation, and focus. With these skills, leaders can navigate the most turbulent times with confidence and grace.