Dealing with a crisis – Focusing on our Team

In my previous post, I wrote about how we, as leaders dealing with a crisis, can start with focusing on ourselves. When we have started to take care of ourselves, we can and should turn our attention towards our team. The expectations placed on our team will not change, but what will change are their circumstances. The way they work, the tools they use, and in some cases, who they work with, will change. They will be discomfited and anxious about all that has happened and all that is yet to come. They will want us to provide direction and reassurance. Here are a few things we can do to help our team members cope with the current crisis:

• Show your support. Don’t forget that this crisis is a new experience for your team too. Let them know that you are available to them 24x7. If you need help in addressing the professional development of your team, ask your company for mentors or coaches who can help over the phone. Participate in important client calls to show your support and let your clients know that your team has your support.
• Monitor your team’s well-being. Some of your team members may be single, away from their family and are now physically isolated from everyone. Not everyone will be able to handle this seclusion well and some of them may be susceptible to emotional stress. While you are already talking to them on work-related conference calls, check in with them 1-on-1 once or twice a week to see how they are doing. If you sense that some of your team members need professional counselling, ask your HR managers for assistance. Explore ways of keeping your team members upbeat and engaged. A client’s HR team is organizing a virtual platform of home videos that will create a sense of community and belonging among their employees.
• Address team concerns proactively. Some of your team members may have anxieties about their employment. Talk to your company’s leaders to find out how you can address these concerns within your team. Give your team frequent updates on what is happening in the company and with your clients.
• Empathize with your team. Your team is coping with working from home alongside their spouse and children – acknowledge this. Remind them that their families too are adjusting and coping with this shared workspace at home. Tell them that their empathy and understanding will make the next weeks fly by faster and will also bring them closer together as a family.
• Stay grounded. Resist the temptation to tell your team what you don’t know for certain. Speculation and rumour-mongering are particularly dangerous in a crisis when your team trusts you to speak the truth. It is perfectly okay to say, “I don’t know. Let me find out” when you are not sure of the answer. While you should be positive in your attitude, avoid over-optimistic platitudes and clichés – they help no one. Encourage your team to stay focused on their work by reminding them of what continues to be important
• Stay alert. If any person on your team starts to behave in unhelpful or dysfunctional ways, like spreading falsehoods, or acting aggressively, take quick decisive action. Your team does not need any more distractions than it is handling already – your timely intervention can help avoid tons of needless grief.
• Be grateful. Do not forget to thank your team for all the hard work they are doing. Recognize and reward the team members who are going the extra mile and making life better for their clients and colleagues.

In my next post, I shall write about how we, as managers, can focus on our company in a crisis.