Leadership Essentials - Crisis Leadership - Offices

Crises inspire a lot of uncertainty, especially among your employees who typically aren’t aware of certain information and decision-making. That’s why one of your most important functions as a leader is communicator. Your employees look to you for information and guidance on a normal day. In a crisis, this is amplified. Without clear, consistent, and frequent communication, employees can quickly panic and turn to gossip that’s distracting and possibly harmful. In this topic, you’ll learn how to communicate most effectively during a crisis to help keep your employees calm and productive.

• Questions (level 1, 2, 3)

• Video module

This topic is currently available in English.

1. Communicate early and often with your employees throughout the crisis, even if it repeats something you’ve said or doesn’t provide new information. This will help employees stay calm and makes sure they understand the message.

2. Use a variety of communication tools/channels to communicate with your employees to make sure that they receive your messages.

3. Create and follow a communication schedule, so employees receive regular, repeated updates about the situation and will know when to expect them throughout the crisis.

4. Make sure your messages are consistent between teams and formats, but also internally and externally. This way everyone receives the same information.

5. Provide employees with opportunities to give feedback, both in group and individual settings. This makes employees feel heard and helps you understand and address their concerns.

6. Regularly share the feedback you’ve received with the rest of your team, as well as the actions you’re taking to address them. This shows your team that you value their opinions and will help increase their trust in you.

7. Look for and share good/positive news with your team often to help keep them motivated and hopeful.

In times of crisis, your employees look to you for guidance and reassurance. Not only do you need to make sure your store/facility operates effectively and efficiently, but you also need to make sure that your employees believe in your ability and commitment to helping them get through the crisis. If your employees aren’t confident in your ability to lead them, they won’t be as productive or satisfied with their work. In this topic, you’ll learn strategies you can use to earn this confidence from your team and help reduce employee turnover during the crisis. This includes staying visible, encouraging positive thinking, and being transparent throughout the crisis.

• Questions (level 1, 2, 3)

• Video module

This topic is currently available in English.

1. Be as visible and accessible as possible by walking around the office or phoning or video chatting with your employees often, and make sure they know how to reach you. This lets them know you care about how they’re doing and that you and the company are there to support them through the crisis.

2. Pay attention to employee’s emotions and nonverbal cues, so you can address any issues or concerns appropriately and prevent potential burnouts.

3. Treat everyone, regardless of their position, with respect and compassion to help you build trust and reduce anxiety within your team and other members of your company.

4. Stay calm, composed, and aware of your own emotions and stresses. How you present yourself to your employees can impact how they feel about and interpret the crisis.

5. Encourage your team to think positively, by expressing positive body language and highlighting your team’s strengths and successes. This will help your team remain hopeful and reassure them in an uncertain time.

6. Be honest and transparent with your employees about what’s going on. If you don’t know something, say so. This will help build confidence and trust with your employees during the crisis, rather than spread misinformation and confusion.

In 1943, Abraham Maslow developed the Hierarchy of Needs to explain people’s motivations, suggesting that certain needs were more important than others. As a leader, understanding these needs can help you better empathize and understand what your employees require in order to be successful. While this is true in normal circumstances, this is especially true during a crisis when people’s needs can move quickly up and down the hierarchy. In this topic, you’ll learn about the five levels of needs outlined by Maslow and what types of resources and support they account for to help you become a better leader.

• Questions (level 1, 2, 3)

• Video module

This topic is currently available in English.

1. Maslow’s Hierarchy of Needs is a theory that suggests that people have levels of needs and will focus on fulfilling their unmet needs in a particular order, starting with the lowest, basic needs and moving upwards.

2. There are five levels of needs in Maslow’s Hierarchy:

   level 1 – physiological,

   level 2 – safety/security,

   level 3 – belonging/social,

   level 4 – esteem, and

   level 5 – self-actualization.

3. Physiological Needs is the first or bottom level of the hierarchy, and includes basic human needs like food, water, shelter, and clothing.

4. Safety/Security Needs is the second level of the hierarchy and can include job stability, workplace safety, protection from harm, and preparedness.

5. Belonging/Social Needs is the third level of the hierarchy. This level refers to feelings of acceptance and connection with others. It includes, building friendships, finding love and community, so as not to feel lonely or isolated.

6. Esteem Needs is the fourth level of the hierarchy. It refers to the need for a sense of accomplishment and respect from one’s co-workers, and feelings of self-worth.

7. Self-actualization is the final level of Maslow’s hierarchy. It’s the need to fulfill your potential or do what you were meant to do.

As a leader, you’re responsible for looking after your team members. While this is typically limited to their professional life, sometimes, depending on the scale of a crisis, this can extend to their personal life as well. This is because people’s needs inevitably fluctuate during times of crisis. In this topic, you’ll learn how you can address your employees’ needs at the right time and in the right way so that they feel valued and supported during a time of crisis. To do this, we’ll apply the framework and needs outlined by Abraham Maslow in his Hierarchy of Needs. If your employees’ needs are met, they’ll be more productive and satisfied with their work/jobs.

• Questions (level 1, 2, 3)

• Video module

This topic is currently available in English.

1. Focus on fulfilling people’s lower-level needs, like their basic needs, security, and wellness, before you address higher-level needs like belonging, esteem, and self-actualization. This helps show them you care about them as people as well as employees.

2. Increase how often you meet with your team as a group and as individuals, so you can address their concerns and provide necessary communication to satisfy their lower-level needs.

3. Frequently ask your team members if their needs are being met, so you’re able to help fulfill them at the right time.

4. Recognize and praise your employees’ work, and maintain your company culture through social activities and events when appropriate to address their higher levels of needs, like belonging and esteem.

5. Offer support if employees need to alter their schedule to accommodate their physiological or safety needs, like childcare, health, or a sick family member. If they’re worried about these needs, they’ll be less focused on being productive.

6. Encourage your employees to use their vacation time, even if it’s just to stay at home. The time away from work will help them re-energize and allow them to focus on other aspects of their life.

7. Make sure you are aware of and address your own physiological and safety needs, so you’re able to focus on the needs of your team. It will be harder to help them if you’re distracted by your own concerns.