Most business leaders will find themselves facing more than one crisis during the course of their careers. Whether it’s an internal company crisis or an external issue that threatens the well-being of the company, it’s up to leaders to do everything they can to turn things around.
During a crisis, anxiety is high and the fear of making the wrong decision can be overwhelming. By clearly identifying their next steps to address the situation, a leader can help lessen the chaos that an unfolding crisis creates and restore a sense of security. Here, 14 members of Forbes Coaches Council discuss some practical steps business leaders should prioritize when facing a crisis.
Forbes Coaches Council members share practical steps leaders should prioritize in a crisis situation.
Photos courtesy of the individual members.1. Slow Down, Get Centered And Stay Grounded
First and foremost, one practical and critical step a leader can take during a crisis is to slow down. When there’s a calamity, it’s human nature to accelerate and react. So rather than start randomly doing things, get centered and grounded and put all things in perspective before acting. Cooler heads will prevail and help you make an assessment that will determine the right concrete action steps. - Rick Itzkowich, Vistage Worldwide, Inc.
2. Check The Accuracy Of The Data You Receive
Evaluate the accuracy and actual importance of data you receive. Crises tend to become high-emotion events. This emotion feeds rumors and distorts interpretations. Data should be evaluated in three ways—first, for credibility or accuracy, then for how current it still is, and finally, for its actual value or relevancy in solving problems. - Christian Muntean, Vantage Consulting
3. Keep Things In Perspective
Keep things in perspective and focus on the long term. During Covid, effective leaders recognized that this was a bump in the road that would eventually pass. They kept the organization’s strategy, vision and, most importantly, core values in mind as they addressed current challenges and crafted their messages. Reinforcing the mission and consistency components of the organization’s culture was key. - Michael Couch, Michael Couch and Associates Inc.
4. Answer These Questions In The Affirmative
Ask yourself the following questions: “Will my decision bring us closer to achieving our strategy, or will it drive us further away from achieving it?” “Would I be proud of my decision if it were made public in the news?” “Have I thought of potential long-term negative consequences and minimized their possible impact?” Answering these questions in the affirmative will help you through any crisis situation. - Dennis Kight, it works! LLC
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5. Display A Confident, Courageous Mindset
Be courageous! It’s essential for a leader or spokesperson to display confidence and a mindset that says, “We’ve got this,” even if that’s not fact. Encourage team input, formulate a plan, then put into action what will first safeguard your people, the business and your clients. Remember, the right crisis response will also enhance the personal reputation of the leader, the team and the business’s brand in the marketplace. - Jon Michail, Image Group International
6. Take A Moment To Breathe And Think Clearly
Take a moment to breathe! Get outside, walk around or do whatever you can to buy yourself some time to think clearly and consider alternatives before you make a decision to act. Of course, there’s always a risk of analysis paralysis if you pause. But most leaders didn’t get to where they are by hesitating to act. So, taking a few minutes, hours or even a day to consider things thoughtfully is worth it. - Gregg Ward, The Center for Respectful Leadership
7. Provide Clear Direction And Delegate Steps
As quickly as you can, assess the crisis and start delegating the next steps. Who is responsible for media, internal communications, legal outreach, notifications to the authorities, and so on? Ensure each person knows what they need in order to accomplish their task, empower them to serve as a unified front and hold them accountable for delivering on their duties. - April Willis, April Willis Consulting, LLC
8. Try To Appear Calm And Give Regular Updates
Do your best to appear calm, even if your stomach is churning. Teams take their cues from the leader, and his or her mood is contagious. Don’t minimize the crisis, but commit to sharing what you know when you know it. Prepare to give regular updates so that the team knows when they will hear from you and get to ask questions. Even absent all the answers, this can be reassuring. People want to see that you’re in charge. - Kathy Bernhard, KFB Leadership Solutions
9. Lean Into Key Teammates’ Support
Communication is key. Don’t try to solve the problem alone. Lean in to your key teammates’ support and think through solutions and actions to take in the crisis. Prior to a crisis, develop your crisis response team and practice addressing various scenarios. The practice will help you and your team keep cool during a real crisis and allow better solutions to emerge. - Billy Williams, Archegos
10. Form A Diverse, Cross-Functional Crisis Team
Form a diverse, cross-functional crisis team that meets daily, or multiple times per day, in the early days of the crisis to gather data about the circumstances, separate fact from speculation and develop clear position statements that reflect your core values. Establish internal and external spokespeople and keep your internal team informed, reminding them to refer all inquiries to spokespeople. - Jennifer Wilson, ConvergenceCoaching, LLC
11. Let Your Core Values Guide You
In a crisis, it is essential to prioritize your core values. Let them guide your decision-making in a time of crisis. Doing so will not only help to ensure that your business emerges from the situation unscathed, but it will also build trust with your employees and clients. They will see that you are committed to your core values, even in the face of adversity, and that is a powerful message. - Ryan Stewman, Break Free Academy
12. Mitigate Losses As Quickly As Possible
Mitigate losses. A crisis situation usually means the company is vulnerable from either a legal, PR or financial situation, or possibly a combination of the above. Act fast to mitigate losses as quickly as possible. - Jacquelyn Van Tuyl, Jacquelyn Van Tuyl International
13. Be Confident In Your Own Abilities
Make sure you approach it with confidence in your abilities and that the people around you feel safe and validated in their response to the challenge (this could mean psychological or even physical safety), then instill confidence that the crisis will be addressed and overcome and give people a voice in getting to the solution. - Sharissa Sebastian, Leadership Mastery Alliance
14. Be Honest And Face The Truth With Your Team
Be honest. Face the truth with your team. There is nothing worse than hiding what is really going on from those involved. In a crisis, you are not alone. You have a team who can help, but they can only help if they know what you know. Tell the truth, but give them hope. This will enable and empower them to help you through the crisis. Don’t think you need to do this alone. - Alex Draper, DX Learning Solutions
