Crisis leadership
As a manager or leader, you can have the most organized operating models in the world. But an environmental incident, workplace violence or a product that creates a major health issue can still throw your organization into chaos. Here are three ways to keep things in check when everything around you seems to be falling apart:
Understand what's at play. Minor decisions during times of crisis can be crucial, and leaders are under tremendous strain, writes Gordon Merriweather at LeadershipChallenge.com. Things will happen at warp speed. Problems can be magnified as the right personnel may not be available to respond to the crisis at hand, as in the case of a CEO dying suddenly, for example. Leaders won't be able to count on the normal channels of communication, and the media spotlight may be on the company.
Prepare for the unexpected. Do it while things are calm. A written plan should include protecting the individual involved, keeping key audiences informed, and ensuring the organization survives. Bruce Condit, in an article at Inc.com, reminds companies to appoint a spokesperson who delivers clear, consistent messaging through social media and other channels, to be as transparent as possible, and to keep employees informed. Also, communication with customers and suppliers is important; they should not count on the media for information about your firm. It's far better to over-communicate than to allow the rumor mill to control the message.
As a leader in crisis, don't go it alone. A company crisis is no time to be egotistical or independent. Take a long, hard look in the mirror at the role you may have played in allowing the crisis to happen. “Attempting to find short-term fixes that address the symptoms of the crisis only ensures the organization will wind up back in the same predicament,” writes Bill George at WSJ.com. Call in the experts to source and solve problems, taking others into your confidence and letting them help you implement solutions.
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