Communication is Critical During a Crisis

As the COVID-19 pandemic continues to wreak havoc across the global community, we’re all facing uncertainty.

Leaders have been forced to pivot on a dime and reprioritize goals. Some are managing remote employees for the very first time. Others have shuttered businesses and aren’t working at all. Many are on the frontlines—like the store, restaurant and healthcare leaders—working hard to serve people and maintain a semblance of normalcy. Most are troubled by what all this means for their organizations, employees and bottom lines.

While it is still too early to tell how all this will play out, one thing is certain: If you are a leader in any capacity, you have the power to make a difference in the lives of the people who report to you, whether they are essential on-site staff or employees who are now working from home. You can quell some of the anxiety, support them and inspire them to work hard, despite everything going on around them, through honest, frequent, clear communication.

Some good news first: Most leaders are rising to the occasion

Fierce Conversations just released a new survey finding that employees are generally happy with the communication they received from their organization about the COVID-19 outbreak. Nearly 70% of those surveyed say their organizations are very or somewhat clearly communicating their response to the outbreak.

While 30% is still falling short, it’s promising to see so many organizations managing the crisis through proper communication.

Communication is the responsibility of individual team leaders 

The same Fierce Conversation survey indicated that according to respondents, the best tactics for communicating were a company-wide meeting where employees could ask questions and an email address where they could ask questions. Both underscore the importance of receiving quick answers, which may not be feasible at an organization-wide level. The study said that only 36% of organizations were providing daily updates.

That is why leaders at all levels are so critical right now. It will be up to managers and team leaders to step in and provide employees with the information they need—fast.

Tips for communicating during a crisis

As a leader, what can you do to maintain some calm and productivity during this turbulent time? Shawn Burcham, author of Keeping Score with GRITT: Straight Talk Strategies for Success, offers this advice:

  • Promote transparency. Mistakes happen when people don’t have the information they need to do their jobs. When something affects others in the organization, Burcham says, make sure you put it on the “team table” so that everyone can understand what is happening and provide input.
  • Don’t undercut others to make yourself look good. Disagreements can happen anytime people discuss problems and solutions, but it’s important to keep things civil. “Attack the issues, not the person,” Burcham says. “Work through appropriate channels and be conscious of what your fellow leaders are trying to accomplish.”
  • Make sure meetings are well organized. It’s important that they have an agenda, a start and end time, no sidebar conversations, and that next steps and responsibilities are created at the meeting’s close.
  • Accept that a decision is a decision. It’s all right for people to debate and offer differing opinions during the decision-making process, but once a decision is made everyone needs to support it, Burcham says. “You don’t want situations where people continually reopen discussions about decisions that have already been made,” he says. “And passive disagreement is not an option.”
  • Know that calm is contagious – relax, look around, make a call. Several years ago, Burcham adopted this mentality and worked to make it part of his personal mission statement. Burcham says, “I’m naturally a very impatient person and always will be. My personal mission statement has helped me to better control my emotions and it’s been a critical motto as all of our companies work to navigate through these challenging times.”

It’s a powerful moment in history where we will see some leaders struggle, while others excel. New leaders will undoubtedly emerge. Our hope is that we all take this opportunity to become stronger in our leadership roles so that when we do get to the other side of it all, we will be better for it.

Regardless your level or experience, we’re here for you if you would like help navigating these unprecedented waters. Contact us today.