Leadership In Times Of Crisis

"The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy." Martin Luther King, Jr.

Managing a crisis is one of the biggest challenges in leadership. Whether it's a scandal, an accident, a protest, a shooting at a mall, a plane crash, an oil spill, or other unforeseen event, sooner or later, despite the best laid plans, something unexpected will happen that upends everything. A crisis develops, with the potential to damage the reputation of your company or client. Chaos ensues. Suddenly, everyone is relying on you to manage and address the situation. Your leadership is on the line.

So, what do you do when things don't go according to plan?

How well you navigate and manage this sudden turn of events is critical. Not only will it determine the outcome of how favorably the crisis is resolved, it will shape your legacy and set the tone for other leaders on your team. Dealing with a crisis is more than just reputation management. It's easy to lead when things are going smoothly, and everything is going according to plan. But when it isn't, the real strength of a true leader is determined by how well they handle the cards they've been dealt. When things fall apart, it's the job of a leader to assess the situation, determine a course of action and do the necessary damage control as quickly as possible. It's the leader's responsibility to take charge of the situation and assure everyone that things are under control, creating peace of mind for all concerned. Therefore, it's important not to react emotionally, but to respond quickly.

For example, politics aside, look at the leadership differences in how Iran and Canada handled the recent unfortunate incident when the Ukrainian plane was mistakenly shot down. Both countries had a significant number of passengers onboard. Yet the Iranian government immediately 'reacted' to the incident first by denying it, then blaming the United States, before finally admitting Iran accidentally shot down the plane. The Canadian government on the other hand, 'responded' by acknowledging what happened, meeting with the families involved with a compassionate and calm demeanor, reassuring everyone that Canada would launch a full, transparent, investigation into what really happened and hold the appropriate people accountable.

I have learned that there are no shortcuts when it comes to leadership in crisis. So, when things don't go right, here are five steps I suggest:

1.       Take responsibility. Stay away from the blame game. As a leader, you are in charge. Take ownership of the of the situation.

2.       Separate people from processes and plans. Review the current processes in place without bias. Look at them and gather the facts like a neutral, third party. Determine what is or is not working the way it should.
 

3.       Bring in the people or team in charge who are closest to the situation to get their input and feedback about what they think the issue is. THIS SHOULD ONLY BE A MEETING ABOUT ACTIVELY LISTENING, NOT PLACING BLAME OR JUDGMENT. WHEN LEADERS STOP LISTENING, THEIR PEOPLE STOP TALKING. It's crucial to create a safe environment where employees feel comfortable being open, so you can establish an honest dialog to review what's happened and determine the real problem.

4.       Give yourself time to reflect, alone. Take a quiet day to yourself to think and review the feedback you've received. Evaluate the facts and the lessons learned from the experience. Assess your options, decide on the best course of action to take and move forward as fast as possible.

5.       Follow through. Announce your plan, get buy-in from everyone involved and take massive action. Your decisiveness and quick action are crucial. THIS IS WHAT WILL DIFFERENTIATE YOU AS A LEADER FROM OTHERS.                                                                            

Leadership in times of crisis is always challenging at best. Today's leaders face crisis routinely. And even though one leadership style does not fit all, when it comes to dealing with a crisis situation, I am pleased to have this opportunity to share these five simple, but practical steps I have found to be incredibly valuable in the past. Follow the steps, have faith in the process, trust yourself to steer the course, and you will come through the crisis like a true leader.

Farshad Asl www.farshadasl.com