One of the things I do is help leaders manage mess, communicate in crisis and prepare to move forward. It’s really critical that we all put facts over fear and practice good communication. That has been difficult this week and may stay that way for a while.
Some of our leaders do this naturally, but it is hard to think when things are swirling. Here is a list, in order, of what I suggest. The bold items are the steps every time. The normal type is specific to the challenges of the environment today.
I’m around if you need help or a safe place.
In the meantime, take care of you. This is not fun but will not last forever.
All the best,
Julie
CRISIS MANAGEMENT BASICS
Make sure everyone is physically safe at least for the near term. – No press conferences in burning buildings or center of hurricanes.
Speak with one, clear, simple voice. Anxiety makes it hard to hear and retain information so make it simple. Think about the short clear messages we use for other things like “call 911” if someone is hurt, “stop, drop and roll” in a fire.
Share what you know and what you don’t
We know:
- Things are changing daily.
- Today our current funding is safe and our services continue as planned.
- We will keep communications lines open and share any necessary changes as soon as we know them. Watch for those communications – and then say where, website, social, email, etc.
We don’t know:
- We don’t know what will happen next year.
- We don’t know how the rules may change.
Anticipate fears and be prepared to address them for staff and for those you serve. These will vary by the role you play and where but some might be:
- will I be safe
- will I get paid
- will I have a job
- when will this go back to normal
- how will we work on x or y during this time – email, slack, zoom, etc.
Provide clear direction
- Report for work as you always have
- Talk to your supervisor/team
If you don’t know admit it and let people know how you will follow up. No faking it, it destroys trust. Say you don’t know and what you will do to answer – find out, wait, and so forth.
Then take care of you
- Start with the same list.
- Follow what’s happening – within limits. Once every couple of hours. Continuous watching will make your brain feel like it’s happening over and over.
- Take social breaks – quiet time.
- Create your safe team – the people you can be anxious with, you are human too.