follow their lead. This is particularly true in times of crisis. Five key
principles leaders must keep in mind and demonstrate if they are to
successfully lead their organizations through disaster are transparency,
consistency, accountability, empathy, and resilience.
rumors. Leaders must first be honest with themselves. They need to recognize a
crisis is in the making and quickly persuade others that attention and action
are needed. Such transparency is essential to build trust and to rally support
for what are likely to be difficult decisions and actions. Transparency also
means keeping people informed and updated regularly with facts, actions taken,
risks, and progress. Answering questions is also critical; be honest when you
do not know the answer and be sure to try to find out as soon as possible and
trust and confidence. This does not mean withholding new information, but
rather, letting people know you have updates or new data. Consistency in tone
is also critical. People don’t just listen to your words; in fact, your tone
and body language carry the bulk of your message. Staying calm, even-tempered,
and focused will help your teams do the same. Leaders also need to make sure
their next in line direct reports are consistent. Providing them talking points
and keeping them up-to-date will help create consistent messaging.
good and bad. Give credit when things go well and don’t point fingers when they
do not. When mistakes are made, approach them as an opportunity to learn and
improve. Also, admit when you were wrong. Some leaders fear admitting mistakes
is a sign of weakness, but nothing could be further from the truth. When
leaders admit mistakes, other employees will have the courage to do the same.
The earlier we can catch errors and redirect, the more effective we will be at
changing course. Leaders do have to hold others accountable, but this does not
mean blaming them or berating them. It means setting clear expectations,
following up, and taking action when appropriate.
is a powerful antidote to panic. Crises typically create chaos, confusion,
stress, and fear. Empathy appeals to people’s hearts. Acknowledge what people are feeling
and let them know you care. Don’t be
afraid to admit you have similar feelings, just don’t dwell on them. First,
this is NOT about you- it’s about them. And you also need to present strength
along with that vulnerability.
especially in tough times. Resilient leaders recover quickly. They are honest
about failure and see it as a temporary setback. They keep the team focused on
how to move forward. They focus the team on the opportunities the crisis
presents rather than the challenges or losses. Resilience also helps leaders
of the cause. Keeping in mind the role you play and the powerful influence you
have on every person in your organization will help you steer people through
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