Many companies are finding they have begun to quickly execute the business continuity plans they have developed and documented in order to address the ongoing COVID-19 pandemic, but what may be harder to address is the human element of this crisis.
Here are some items to think about as we all work our way through this ever-evolving situation:
Self-Awareness: This is a time for urgency, but also a time to stay even tempered. Remembering that everyone is dealing with this professional crisis together, but also dealing with the personal ramifications as well helps frame the impact on the organization and on individuals. This is a time for personal and professional courtesy and patience, regardless of your level in the organization.
Communication: With so many people working remotely, keeping the organization in lockstep can be challenging. Reach out on a personal level, and never forget the importance of thanking your employees for continuing to work together through this crisis. For your customers and agents, remember to keep them aware of the steps you are taking to keep the operation running and meeting their needs.
Decisiveness: Not everything you need for this crisis will be written in the business continuity plan. Decisions will need to be made—quickly—without every piece of analysis done. It is ok to make some missteps, and leaders are not immune to that. Owning the misstep and taking quick action to correct it will be better than delaying decisions.
Creativity: Today is different than yesterday; it is not business as usual. Tap the creativity in your staff (and yourself) to come up with new solutions to address the challenges of working from home and continuing to provide service to your customers during this time of social distancing. Don’t let the bureaucracy that governed your business as usual get in the way.
Above all, empathy: Your employees need to know that you understand COVID-19 is having a personal impact. Be flexible in your HR policies. Leaders acknowledging that most people just want to get back to “normal,” but they have the challenges of sickness, quarantine, homeschooling, and working from home all hitting at the same time shows they understand the enormity of the situation.
We are all looking forward to the day when business returns to some state of normalcy. Leading with confidence, creativity, and compassion can only improve our ability to help everyone through this difficult time and build a stronger, more connected organization in the process.
This post is adapted from a longer article at Carrier Management.
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