The pandemic has upended our lives in ways we never thought imaginable, and this period has provided us with a unique opportunity to reimagine the concept of leadership. Strategies and approaches that worked during good times, probably won’t work right now. As leaders navigate extended periods of crises and uncertainty, they must lean more into their emotional skills and exhibit greater empathy as they coach and manage their teams. Now, more than ever, relationships matter. According to new research, empathy tops the list as the most important leadership skill, because it directly connects to retention, engagement, and performance. Although we might not be able to get back to “normal,” great leadership can help us get to something better.
Here are five key behaviors to keep in mind during this period of uncertainty:
1. They are Mission-Driven
During times of uncertainty and crises, it’s normal to feel overwhelmed and lost, especially in our decision-making. At times, it can feel like there are more problems than solutions, and we may not know where to start. But great leaders are driven by the mission, which means they are fiercely goal-oriented. Great leaders align their decision-making with the mission or the task at hand, and this approach determines the problems they prioritize and solve. By anchoring their decisions with the mission, great leaders are able to guide their teams in a purposeful direction even through uncharted waters.
2. They are Great Listeners
Contrary to popular belief, during tough times, leaders should do more listening than talking. This is not the time to shut people out and “go with your gut.” Great leaders lean into curiosity, seek counsel and feedback, and ask questions. They actively listen, which means they focus fully on what’s being said and how it’s being said, paying special attention to verbal and non-verbal communication (i.e. body language). Before making a decision, great leaders listen with an open mind and ensure that different voices and perspectives are represented in the room. Since it’s impossible for us to have all of the answers, active listening is essential in our efforts to gather information and understand issues and experiences from someone else’s worldview. More than ever, we need leaders to realize that during tough times we must create avenues for people to feel seen and heard.
3. They Are Transparent Communicators
Successful communication starts with consistency and transparency. When times are uncertain, it’s imperative for leaders to stay in contact with their teams. Great leaders are honest, and they communicate clearly what’s known and unknown during a crisis. If we don’t have answers or if information must remain confidential, we must communicate those facts to our teams. Long stretches of radio silence from leadership during a troubling time can sow seeds of doubt, mistrust, and anxiety amongst team members. Don’t worry about overwhelming colleagues with details. People don’t get worried when you share a lot of information at once. People aren’t afraid of what they know. They’re afraid of what they don’t know, and knowledge gaps can breed misinformation. Great leaders recognize that timely updates and vital information keep team members engaged and build trust during stressful periods of unpredictability.
4. They Are Mentally Agile
Mental agility refers to the capacity to respond to events in a flexible way and the ability to move quickly between different ideas. The psychological concept mirrors the physical skill of agility in sports, which involves changing the position and direction of the entire body with speed and accuracy. Athletes are trained to always be on their toes, because they must quickly adapt and change as new information is presented to them. Similarly, great leaders demonstrate mental agility when they are able to embrace a flexible mindset, take in change, and find the best course of action to move forward despite uncertainty. For many leaders, the pandemic has taught us the valuable lesson that during periods of unpredictability, we should make our plans in pencil, and stay ready to pivot.
5. They Show & Tell (Model The Way)
Carl Jung, one of the founding fathers of human psychology, was notorious for saying, “You are what you do, not what you say you’ll do.” During especially difficult times, great leaders put their words to actions and model the types of behaviors they want to see on their teams. This is where the doing really comes into play. When leaders do what they say, it builds trust, establishes credibility, and sets team norms. If leaders want team members who are coachable and are willing to learn, they, too, must also demonstrate curiosity and a willingness to ask questions and solicit feedback. It’s not enough for leaders to simply say they have an “open door policy.” Great leaders recognize they must demonstrate this through their actions. Due to the power dynamics, it can feel risky and intimidating for team members to approach their leaders with difficult news or to ask for help when they make a mistake, especially if they never see their leaders modeling the same behaviors. During tough times, leaders must be acutely self-aware and ensure that their words are reflected in their actions.
These five key behaviors can work in tandem and help leaders better navigate this period of uncertainty and well beyond it.
For more information on the qualities of great leaders during tough times, check out the Forbes article “Empathy Is The Most Important Leadership Skill According To Research.”