Crisis leadership: leading effectively in times of uncertainty

In times of crisis, leadership is absolutely critical. Leaders must quickly adapt to changes, think on their feet, and take calculated risks to steer their organizations through the storm. The COVID-19 pandemic has thrown unprecedented challenges at business leaders worldwide, causing them to drastically rethink how they lead in uncertain times. This article will explore a few key principles of crisis leadership that successful business professionals rely on to get through difficult times.

1. Keep calm and carry on.

One of the primary attributes of a successful crisis leader is their ability to stay calm amidst the chaos. Employees will look to their leaders during times of uncertainty, and it’s essential to project a steady and reassuring demeanor. Crisis leaders must be able to think critically about the situation at hand, assess the risks and make informed decisions, all while remaining calm and confident.

For example, Singapore’s SMRT, a public transportation operator in the city-state, has faced numerous challenges due to the COVID-19 pandemic. Despite implementing multiple safety measures and reducing its services, SMRT Chairman Seah Moon Ming remained composed and focused on leading his team. He prioritized the safety of his employees while maintaining operational efficiency, creating a sense of security and trust.

2. Communicate clearly and consistently.

Communication is critical during times of crisis. Employees are looking for guidance and reassurance from their leaders and must have regular, consistent updates. Crisis leaders should be transparent about the situation and communicate their actions to manage the crisis. Maintaining a consistent message across all communication channels is essential to avoid confusion. Here are some ways to do this:

a. Hold regular team meetings.

Employees need to know what’s happening and how it affects them. Regular update meetings can help keep everyone on the same page and allow employees to ask questions or voice concerns.

b. Send out frequent emails or notifications.

When crisis strikes, rumors tend to spread quickly and easily. Leaders must be proactive about communication and promptly send out clear, consistent messages.

c. Make sure everyone is on the same page.

All departments should be informed of any changes or decisions made by leadership to ensure everyone is on the same page and working towards the same goal. If possible, ask for employee feedback and try to consider their perspectives.

d. Encourage open dialogue.

Leaders should create an environment that encourages two-way communication and allows employees to express their ideas and concerns. This can be done through regular town hall meetings or other forums where employees feel empowered to speak up.

3. Be agile and flexible.

When a crisis hits, leaders need to be willing to change course quickly. The ability to pivot and adjust strategies as needed is crucial in navigating through times of uncertainty. Crisis leaders must be agile in decision-making and adapt quickly to changing circumstances. However, it’s crucial to maintain a sense of stability while being open to swift changes.

For example, the CEO of Australian telco Telstra, Andy Penn, implemented an agile business model that allowed the company to transition quickly to a remote working environment during the COVID-19 pandemic. By leveraging cloud and automation technologies, Penn created a digital workspace for his employees and ensured no interruptions in services.

4. Lead by example.

One of the most essential things a crisis leader can do is lead by example. Leaders should set the tone for the rest of the organization, demonstrating a solid work ethic, commitment to the mission, and empathy for individuals impacted by the crisis. Leaders showing empathy and understanding during challenging times is equally important in building trust and hope among employees.

5. Foster team cohesion.

Organizations must come together in times of crisis, and leaders can facilitate that by fostering a sense of team cohesion. This means encouraging collaboration and breaking down silos between different teams. Crisis leadership requires leaders to look beyond personal interests and focus on the organization’s objectives, serving others and building trust among team members.

Leading effectively in crisis is essential for business professionals, especially in today’s volatile world. Successful crisis leaders remain calm, communicate clearly and consistently, stay agile and flexible, lead by example, and foster team cohesion. By following these principles, leaders can navigate their organizations through challenging times and come out stronger on the other side.