Essential workers continue to take care of us during the pandemic. However, it's not just who works in health care, though they're certainly at the front line, many others are keeping our society functioning are considered frontline workers.
Some, if not most of them work with temporary pay cuts, juggle many tasks that several other people used to do, but now it falls on their shoulders. Along with all this, they are working extended and stressful hours. Adding to the work stress, some may have to face additional challenges from their personal lives, taking care of their family, homeschooling, supporting the spouses with house-chores, and many more.
There have been many changes made in the past few months. Staffing levels drastically decreased; processes modified to provide a safe environment. Coworking structure changed to follow social distancing rules. It is a very stressful time for those who are still working in these adjusted work conditions.
All the above raises many questions: How much more can one take on before they burn out? Are these employees eventually thrown in the towel and leave once another opportunity arises, or will they need to break from the hard work? Or will they stay loyal because they feel that their boss has supported them? Will there be a reward for their hard work and dedication? Have these associates been motivated for performance and organizational loyalty? Was the environment supportive of well-being?
Leadership will make or break a relationship between an employee and an employer. I have used this metaphor so often – "The fish rots from the head down" – yes, I know the fish rots from the inside – what I mean is that leadership is the core of an organization.
We must adapt leadership style to lead effectively and show enhanced genuine appreciation for those still in the workforce. Organizations need to make sure these associates who continue to go above and beyond are cared for and supported. And the best way to do that is through leadership style.
Arne Sorensen, CEO of Marriott International, has recently posted his guideposts of three simple leadership tenets. Thoughts on Leading Through a Crisis
He hit the nail in the head. These are some of the basic principles of leadership.
To take this conversation further, here is how to master these three skills.
Listen | Communicate | Empower
Listen
Show respect. Listen from the other person's view. Show genuine concern. Show Empathy.
Don't make assumptions. Not everyone's situation is the same. We all handle stress differently. Some people strive under pressure; some need guidance.
Don't be defensive. We all are quick to respond, but not always smart to react immediately. Associates want to be heard and know that we understand how they feel. Sometimes they need to vent and let out the steam. Let people express their emotions – make it safe for them to say what's going on for them—their voice matters.
Repeat for a clear understanding. Make sure you clarify the outcome expected.
Be Connected. Be Present. State that you're here as support, you're in this together.
Pay attention to non- verbal cues. There are personalities won't vocalize their concerns. When someone withdraws from the conversation is a sign of disengagement. They break from routine, silent, or absent. These associates will negatively influence others that you will need to address to keep up the morale.
Accountability starts at the top, and this is where many companies struggle. It is easy to overlook mistakes or ignore underperformance when we are busy and overwhelmed. However, to continue the high performance, holding people accountable is crucial.
Communicate
Diminish Fear. Reduce emotional distress caused by the unknown. Be proactive by communicating what's coming. Transparency is key. Please don't wait until your team hears it through the grapevine. If gossip or rumors are going around, that's a sign of being too late. Be ahead of the communication trail. No-one wants to be caught by surprise.
Respond to questions, concerns promptly. There is nothing more frustrating when you have to follow up repeatedly to try to find an answer to no response. Follow up and follow through. Close the circle.
Create action plans designed for individual teams, a universal tool for everyone to follow, so everyone is on the same page.
Prioritize and focus. Don't waste time on meaningless topics that spend time. Everyone is doing more with less support; time is inevitable.
Agree on the communication style. Use email as primary communication; no-one is sitting in the office doing nothing waiting on a phone call. Allow time to respond; 24-48 hours is very much acceptable. Please avoid requests labeled "immediately" – creates anxiety and ineffectiveness. Very few things are life-threateningly crucial that one needs to drop what they're doing unless it's a life-threatening emergency.
Be present, visible, and available. Everyone is busy, we get it – but as a leader, you must perfect time management in these times. Your team relies on you. Demonstrate to your team that leaders are involved, knowledgeable, and stay on top of the situation.
Clarity – Don't sugar coat. Being apparent means, we need to take the time to discover what we need, articulate it clearly, and be sure the other party understood the message.
Be positive. No doubt, it is hard when facing adversity. However, the leader's attitude is contagious. Smile and the whole world smiles back.
Be an example of effective communication.
Empower
Steve Jobs said - "It doesn't make sense to hire smart people and then tell them what to do. We hire smart people, so they can tell us what to do."
Good leadership is not about your ambitions. If you are a "Servant Leader," you have already focused on developing your teams to their highest potential. Let them shine, so they know you trust them. Surround yourselves with the star performer, in an environment where downsizing, keep your most valuable team players. Having your star performers on your side will also allow you to delegate effectively, and you can stay more productive.
No one likes to be micromanaged, not even in normal circumstances. The last thing you want to do is hover over someone who is wearing a million hats. Micromanagement will occur when expectations are unclear. Let your team know what to expect. Provide tactical guidance, but let your team do what they do best.
Share relevant information. The best leader knows what their people need to do their jobs well. Please give them the knowledge they need to be successful.
Ask for feedback and ideas on adjusting, and you will be surprised by the creative ideas. Teams who contribute to organizational success are more engaged and feel valued.
Show appreciation. People will work harder for those who care about them. Their trust will earn you respect.
PS:
And last but not least, Thank you for your leadership! To all - the hourly associate, the supervisor, the manager, the director, the C-suite executive - who are still showing up, despite the risks, fears, and the extra work. Your dedication and contribution to your organization don't go unnoticed. After all, this is over; we all going to come out stronger than ever before.
Stay safe; stay well.
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