The pandemic brought out the worst in some. But we can’t deny that it also brought out the best in many. When lockdowns began in March of 2020, both private and public organizations mobilized to provide immediate aid to communities that needed it the most. It didn’t stop there. We heard how ordinary citizens all over opened soup kitchens and village markets that provided goods for free. And while donor fatigue was a reality, stories of generosity from even the simplest of folk reminded us that anyone is capable of helping another.
As we approach the second year of a new normal, we see some semblance of a finish line. The pandemic challenges are far from over. True. But here are some exceptional lessons that continue to stand out.
IT HELPS TO STAY CALM
The ever-changing policies on lockdowns and quarantines, the closing of schools, loss of jobs, death, and the like are valid causes for panic and melodramatic reactions. But leaders, most especially cannot afford to be terrified. Keeping calm by not immediately reacting to everything you hear and by listening before we respond helps bring out creative solutions. Keeping one’s cool is a huge factor in putting stakeholders at ease. And when people are at ease, respectful ideas flow.
COMMUNICATING EARLY and OFTEN MAKES PEOPLE FEEL VALUED
This sounds like a logical thing to do. But in our desire to focus on keeping business, keeping people in the loop comes last. During a crisis, we can always expect a lot of noise. Despite the blare, ensure that your team is on the same page when it comes to what needs to be done and why. If you find yourself the harbinger of bad news, be direct and honest. For many leaders and executives, it helped to stick to a communications routine – even if all they could say was “nothing new for the moment…”.
LISTEN AND LEAD WITH COMPASSION
The reality of it all is… compassion becomes quite the challenge when your business is on the verge of closing. But when push comes to shove and when all you see is uncertainty, it is when your team needs compassion the most. The pandemic continues to be a crisis that weighs on us physically, financially, mentally, and emotionally. When making big decisions, always take your team’s needs into careful consideration. Watch for burnout and depression and take steps to protect against them.
GEAR UP FOR THE NEW NORMAL
This catchphrase is as cliché as it gets. But more than “being flexible” and “being open to change”, gearing up for the new normal also means prioritizing. To perform at optimum levels, leaders have to be astute with how and where they spend their time and energy. This may mean relinquishing roles, not taking things personally, or putting a halt to a line of business that isn’t profitable.
Do some of these resonate with you? If you think about it, these pieces of sage advice are essential to crisis management.
- IT HELPS TO STAY CALM
- COMMUNICATING EARLY and OFTEN MAKES PEOPLE FEEL VALUED
- LISTEN
- KNOW WHAT’S IMPORTANT
Keep this in mind whenever you find yourself in a crunch.
Life lessons abound when you train for crisis and customer care management. Gear up for life!
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NEARSOL is a US-based BPO and service company that offers clients custom-design solutions. It began operations in 2006 and has since gained a strong presence in the Latin American regions, the Caribbean, and the Asia Pacific, winning numerous awards for quality and service along the way. Most recent of which is its Great Place to Work-Certified™ Recognition.
The Great Place to Work-Certified™ Recognition is a global accreditation that tells stakeholders what employees think of the company culture. In brief, it says a lot about the happiness and productivity index in NEARSOL . Certification means people are happy working here and that leadership trust is palpable and real.
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