For Leaders – In Challenging Times
Keep the focus on
Taking care of yourself |
Showing up as a leader
Taking care of yourself | Showing up as a leader
Lead with competence, care and humility
Be self-aware, be agile, be realistic
Reflect on how you are showing up. Are you helping, a source of support or adding to stress? Take the time to plan and review your day. Everyday change, recalibrate your plans and actions frequently. If you are not, then you may not be processing the new information coming your way.
Balance your personal and professional priorities
Take care of your health and well-being
Your communication must be a lot about asking and listening
Be positive but not overly optimistic
Encourage and motivate people to embrace their challenges and make things happen, but do not create a sense of false hope or being invincible. Be real – every day is a new day and brings new challenges and surprises. Rely on data and legitimate sources of information- make sure your conversations and opinions are underpinned by data and not guesstimates and hypotheses based on past beliefs. Make people aware of what is really happening using data.
Change the formats
Communicate more, communicate differently
New and temporary policies/guidelines
Involve your employees
Support the team and people managers
Make sure you appreciate and recognize effort, commitment and results
Talk to a few customers every day
Keep the teams connected and engaged with customers
Make sure your teams are talking to their internal and external customers every day – to check on how they can help and support them differently. Give customer- facing teams scripts to share information on what the company is doing/taking care of customer interests/positive news. Make sure you update these frequently- create a list of FAQs that your customers are likely to ask your teams and managers for those of you with B2B clients – see how you can help their businesses in a realistic manner. Make sure your teams are spending time listening to them.
Redefine and communicate what customer-centricity means
For each business, being customer-centric at this time could mean different things – keeping the employee and customers safe; taking the time to offer extraordinary support to the customers; sharing the losses; diagnosing their world and business and giving them solutions, giving them access to your resources and expertise. Recognise and reward customer-centric behaviours – this is crucial to ensure that the focus is not only on the business surviving these difficult times, but helping the customer to do so as well! Censure behaviours that lead to business success at the cost of internal and external customers.