Leading through a crisis
‘Stay home, save lives’
I’m sure many of us remember that stark warning, delivered by a very serious Jacinda Ardern on 23 March 2020, as the country was plunged into a nationwide lockdown as Covid-19 spread rapidly throughout the world.
At the time, I was leading a not-for-profit organisation providing media accessibility services, including live news captioning for that very announcement. Leading a team through the Covid-19 pandemic, especially those first few months, was a fast and furious lesson in crisis management. How do you lead through a crisis that impacts on the whole world?
A crisis can come in many shapes and forms - a worldwide pandemic, a natural disaster, a major safety or security event, a catastrophic technology outage or any unforeseen event that throws your workplace into chaos.
‘Rough waters are truer tests of leadership. In calm water, every ship has a good captain.’
[Image description: a yellow kayak points across calm waters, with sailboats in the distance and cloudy skies above. Photo taken on the Waitematā Harbour]
On that surreal day in March 2020, I gathered the leadership team in my organisation and we sketched out a plan that formed the basis of our Covid-19 response for the years to come - people first, responsive and flexible. As the weeks rolled into months and Covid-19 increased its grip on the world, I learned a few things about how to lead through a crisis.
Show up
In person if possible! As a leader, although you may feel you can lead over the phone, email or a video call, nothing beats being on the ground in the thick of it. It gives your team confidence that you’re there when they need you, and it gives them tangible, visible support. It’s why the Prime Minister is flown into flood zones and why absentee mayors are lambasted in the media for not fronting up.
2. Communicate quickly
In the absence of information and fact grows fear. Work with your team to understand the facts and ensure you have all the information you need, then act quickly. Communicate clearly and efficiently with your team. Let them know that things may change, but here’s what you know right now. Explain how it impacts them - tell them where they should go and what they should do.
3. People first
You will never regret putting your people first and keeping wellbeing at the heart of your leadership decisions. This doesn’t mean sending everyone home or sacrificing the purpose of your business - it means prioritising wellbeing while managing the crisis. For the recent weather events that have hit Aotearoa, response organisations have been under huge pressure, so ensuring those on the ground are well fed, hydrated, have suitable gear and active leadership support are all extremely important.
Leading through a crisis can be scary and daunting, so now is the time to make sure you have a supportive and capable team around you. High performing teams can thrive in a crisis because there are existing successful ways of working that are transferable to a new and uncertain environment.