Leading with Empathy During Uncertain Times

COVID-19 is officially a pandemic, and millions of Americans are working at home.

Even if you aren’t sick, you feel the impact of this pandemic. As the coronavirus has spread across the globe, the CDC has made drastic recommendations on social distancing, self-quarantines, and statewide “stay at home” mandates.

Through this unprecedented season, what are some of the best ways to navigate your professional challenges?

“I Feel Your Pain”

Empathy is one of the best starting points.

Defined as “the ability to understand and share the feelings of another,” empathy allows you to comprehend what another person is experiencing or to put yourself in their position.

Empathy is the ability to perceive a situation from another person’s frame of reference, and possibly to experience the emotions that go with that. Empathy is different from just “being kind” because empathy is a powerful tool that allows you to truly understand points of view that are vastly different than yours. A person leading with empathy is more aware of overworked employees, overtaxed customers, or solutions that another person may overlook.

The benefits of empathy are huge. A recent nursing study showed that nurse managers who were perceived as empathetic could boost vitality and thriving environments in their teams. Empathetic leaders can communicate better with employees and customers, build bridges of trust, and can facilitate optimal employee performance and compliance. And this brings exponential gain: organizations with engaged employees have higher productivity, profitability, customer satisfaction, and loyalty.

Empathy in leadership can manifest in many ways with regard to the coronavirus response. Here are just three:

1. Be Calm

During any crisis, people need their leaders to remain calm and to empathize with their thoughts or feelings.

While you may not share the emotions of your customers or employees, it’s ok to acknowledge feelings of anxiety or stress. When possible, share resources that promote facts, not fear (like information from the World Health Organization or the Center for Disease Control), in order to help people intellectually interpret the outbreak.

2. Be Flexible

With many people working from home (with kids in tow!), some employees may struggle.

Leaders should be considerate of missed deadlines, unforeseen health emergencies, and emotions bubbling near the surface. Remember, things are not “business as usual,” and special times require special considerations. Above all, flexible managers are consistently leading AND responding. Simply directing employees to available support resources can make a huge difference.

3. Be Available

Not everyone is empathetic by nature, so this is a great time to check your own heart.

Examine yourself daily and ask: Am I really listening? Am I taking in others’ points of view? Ask for feedback from people you trust or solicit comments through neutral channels. Or set up work-from-home chats where people can share tips, information, advice, or inspiration as everyone adjusts to a new normal.

Natural routines can also go a long way toward building confidence – consider morning huddles, or regular conference call “office hours” to offer an open door for people in their most vulnerable moments.

Be Positive and Proactive

Still not sure how to show grace?

Perhaps the best strategy is to change your perspective. Instead of prioritizing outcomes or objectives, use this time to focus on your own leadership. Ideally, you should be a coach, a therapist, a sounding board, and a support system to your employees. Allow people to chat candidly and comically, and make room for a few failures.

Create margin during this roller coaster, and everyone will benefit!

Responsible Marketing During COVID-19

Fear. Stress. Helplessness.

Whether you’re caring for elderly parents or homeschooling your kids, people across the globe are struggling with big emotions during the COVID-19 situation.

How do you lead well in times like these? While daily leadership is essential for your business, crisis moments reveal the quality of your vision like nothing else. And while you may be exhausted or overwhelmed, now is not the time to push pause on your leadership. What are the “next best steps” you can take in this hour of uncertainty?

1. Increase the Frequency of Communication

During hard times, the frequency of communication should go through the roof.

Even if you have bad news, it’s important to acknowledge this ASAP. While you may not have all the details, a prompt announcement can minimize speculation, reassure panicked contacts, and let people know that you are proactively addressing each challenge.

2. Be Authentic

Now, more than ever, people are craving connection.

Since many of your customers and subscribers are working from the kitchen table, this is an important chance to re-tool your communication. Get in touch with your own feeling of isolation and use this to inform your messaging. From email communication to print mailings, review all your messages through the lens of people who are stuck at home. Ditch the corporate-speak and seek a more human tone for your brand, and use this framework to empower empathy while focusing on others’ needs.

3. Break Up the Depressive Mindset

All of us need a break from 24/7 bad news. So, how can you bring positivity in this hour?

Noting the deluge of video-conferencing, Audi of America recently launched a series of specially curated images to serve as a glamorous backdrop in virtual meeting rooms. Now enthusiasts can bring their favorite Audi with them to their next conference call or virtual happy hour, and Audi plans to release new images weekly. Simple pleasures make a big difference in tough moments!

Now, make it personal. How can you sound a note of joy or generosity today? Could you post a funny video, release a helpful blog, highlight hero stories, or offer incentives that benefit customers or people on the front lines?

Or look at your own product mix and ask: “what could I change to help my customers?” Do you have a paid or premium service that you could offer for free to help people get by over the next few months?

4. Sow Seeds of Honor

When you look at your schedule today, things seem rather quiet and eerie.

Companies of all sizes have sent people home, and every distraction has been silenced. While the coronavirus has ushered in strange times for all, good leaders won’t just hunker down. Instead, it’s time to push back with a different spirit.

In an age of mocking and disdain, today is a great day to show respect and gratitude. Whether personally or professionally, use this forced pause to repair a strained relationship, to say thank you, or to serve others. Make that difficult phone call. Donate blood or serve at your local food pantry. Show public or private appreciation for your leaders. And appreciate people who don’t deserve it (despite their inadequacies).

As you honor people, they will honor others. Perhaps this is a chance to shift the atmosphere and proactively build honor into the fabric of your network. As a leader, you WILL set the pace for others.

Connection is the New Currency

Though today’s challenges are extreme, it’s important to remember they’re only temporary.

It may not be easy, but many of us will come out of this stronger. Though it may feel that the waves are continuing to rise, take heart. Prioritize connection, and the uncharted waters can be parted in order to lead you toward a prosperous future and a newfound hope.