Once upon a time, I suggested to my MD that if he didn’t give me a crisis, I would make one. Never afraid of a crisis and confident in my ability to manage, effectively what I was saying was that I was bored and wanted some excitement. He duly obliged and I didn’t have to create any problem.
Fortunately, at that time I had the benefit of lots of experience in managing difficult situations, so I was pretty confident I could handle what he threw at me ― and I did. We all have to start somewhere, so here are a few thoughts about what I have learned about managing people during times of crisis.
BEFORE you do any of this, make sureand pay regard to the warning at the end of this article.
Recognition
First thing you need to do is recognise when the situation is turning into something special. The way you approach your day-to-day work will not be effective if there is a something causing chaos. It calls for a time to change your approach dramatically, and if you don’t recognise it yourself, there will be a lag before you start to adjust and get some traction.
If you are facing a crisis, recognise that you are facing a crisis.
Communicate
If you are facing a crisis, and you are about to radically change your approach, you have to let people know. They will very quickly get upset if they are expecting the normal Mr Nice Guy to arrive at the office and instead are met with a corporate equivalent of a war council.
Make sure and do whatever you are able to do to provide information, background and clarity on what will be happening next. Sure, you are unlikely to be able to answer the last one, especially at the beginning; but as soon as you can, keep people in the loop.
Become Dispassionate with Feeling
This doesn’t mean you have to become so logical you could jump on the Starship Enterprise with your pointed ear, but almost. The point is, when things are in chaos, emotions usually lead. Emotions are important, but you need to be able to step out of that and keep a clear head so you can think clearly. What is really going on? What are the facts? What are the real implications or risks involved? Where is the evidence?
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But, do not deny other people their emotions. Recognise that others may be upset. Let them be upset, but don’t let that upset you. Often when a crisis hits, people are confused, bewildered and really don’t know where to turn. Let them turn to you as a safe pair of hands.
Make a Plan
It doesn’t have to be the perfect plan, but a plan confidently expressed is a boon. If you are the only one with a plan and a clear head, you’re likely to be in the lead. While others are losing theirs, if you can keep yours and show people where they need to go, their inclination will be to follow.
Make sure it is a well-reasoned plan, and develop it quickly. In my experience, first time they hear it there will be challenges; but if the situation is extreme, the hurdle you need to cover is actually fairly low. But, any sign that you are wrong, any chink, and you could end up in a mess. Get it right and fast and start to deliver.
Keep Close. Keep Very Close
Once people start to implement your plan, you have to make sure and keep your ear to the ground. Chances are high that you are rolling the dice and taking a few risks — it goes with the territory. Crisis managers are often gamblers masquerading as precision operators. Don’t let that delude you. You are operating at the limits and if you start to believe you are in control, you will not survive for long.
The key here is get a plan rolling and stay alert to notice incoming intelligence. In effect, you are using your experience and intelligence to form a hypothesis about what needs to be done, and then you learn as you go.
Even if others don’t see that happening, you need to be keenly aware that you probably don’t yet know the answer which will win the day.
Smile and Go Home
Just because it is a crisis doesn’t mean that you cannot also have a life. You have to be sensitive of course, depending on the situation and the public gaze, but nobody expects you to be a super-hero, even if in fact you are!
Set clear limits and boundaries. These may be beyond what you would normally do, in which case you might need to manage your stakeholders waiting at home for you. Don’t keep these valuable people waiting in the dark. A little proactive communication and negotiation can work wonders.
Oh yes, don’t forget to smile, even if it is a private little smile. Handling chaotic times and crises can be fun if you have the confidence that eventually you will find a way through to a satisfactory conclusion. I fondly recall one TV directory asserting that they love a crisis. It gets the adrenaline coursing through their veins. It makes them feel alive.
For many, there is nothing in life more exciting than a good crisis. Just make sure and manage it well, eh?
WARNING: You need to be careful with what I share here. Not everyone will be ready to deploy these ideas successfully. Part of becoming successful is knowing your limits, so make sure and apply your intelligence to these ideas, translate them into your current situation and then make careful decisions about what you do; yes, you are the one who will take the fall if you get this wrong, so spend plenty of time making sure you get it right!
The Gautrey Influence Blog
Ever felt overlooked, unheard, or stuck in office politics? You’re not alone. The Gautrey Influence Blog breaks down the real-world strategies behind leadership, influence, and power—giving you the tools to be heard, respected, and successful. Join 35,000+ professionals getting ahead the smart way—subscribe now..
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👉 [Subscribe & Take the Assessment]