How to Lead Your Team Through a Crisis
A crisis can be a time of intense difficulty, stress, and complexity for your organization and, by extension, for you as a leader. It may be a significant public problem or something contained and private. It may be particular to your organization or a situation experienced globally.
Whatever the circumstances, a crisis is not a time to panic or freeze. As a leader, you have the responsibility and opportunity to thoughtfully guide your team through the challenges and help the organization emerge more robust and resilient.
But how do you do that? Here are some tips to consider:
Seek credible information. As a leader, it's your responsibility to determine the most reliable, up-to-date information from trustworthy sources. Don't rely on rumours or speculation. Instead, verify the facts and data before sharing them with your team or making decisions based on them.
Communicate often and early. During a crisis, there's typically a lot of noise out there. Ensure your team understands what they must do—and why—daily. Address their concerns directly. Don't sugarcoat the situation or pretend to have all the answers. Be honest and transparent about the challenges and uncertainties you're facing. Establish a communication routine and stick with it, even if there's nothing new to say other than "nothing new at the moment." When progress has been made, even if minor, share it so that people don't despair.
Lead with humility and compassion. A crisis can affect people's physical, mental, and emotional well-being. As a leader, you need to show empathy and care for your team members as human beings first. Acknowledge their feelings and fears. Listen to their feedback and suggestions. Please provide them with the support and resources to cope with stress and anxiety. Finally, recognize their efforts and achievements during this difficult time.
Use appropriate communication channels. Depending on the nature of the crisis and your team structure, you may need to use different modes of communication to reach your audience effectively. For example, you may use video conferencing for regular meetings with your team members; email updates on policies or procedures; social media for engaging with customers or stakeholders; or phone calls to check individual well-being.
Explain what your organization is doing about the crisis. Your team members need to know that you have a plan of action for dealing with the situation. Explain how your organization responds to the problem internally (e.g., changing work arrangements) and externally (e.g., adjusting products or services). Share your vision for overcoming this challenge together as an organization.
Be present, visible, and available. During a crisis, your team members must see you as an active leader in solving problems. Don't hide behind closed doors or delegate everything to others. Show up at meetings (virtual or physical), participate in discussions (online or offline), answer questions (via email or phone), provide guidance (through feedback or coaching), etc.
Demonstrate calmness and optimism. A crisis can trigger fear and anxiety among your team members, affecting their performance and morale. As a leader, you must model a positive attitude and confidence in yourself, your team, and your organization. Don't let your emotions get the best of you or lose sight of the bigger picture [6]. Show that you can handle pressure, make sound decisions, and find solutions [6]. At the same time, be realistic about the risks and challenges ahead. Balance optimism with pragmatism.
Plan—but be ready to shift gears. A crisis requires quick action and flexibility. As a leader, you must work with your team to assess the situation, gather input, and formulate a plan. However, it would be best to be ready and willing to pivot, adjust, or reformulate your strategy as new information emerges. Don't get stuck on one course of action or ignore feedback from others. Instead, be open-minded, creative, and adaptable.
By following these tips, you can lead your team through a crisis with courage, clarity, and compassion.