Dealing with a crisis

Respond now!

"The longer you wait, the more information you gather, the less options you will have available to you." That was the key message I received when I had emergency training for a large nuclear complex. The training was in command and control. When a crisis emerges, command and control can be the most relevant and effective form of leadership - necessary to contain the consequences, deal with the impact and start the recovery.

Similarly, "bad news doesn't get better with time". 

So leadership is key as to how you deal with the situation. This is followed by your decision making processes. Are your current processes appropriate? I was speaking with a client this week who realised decision making had ground to a halt in his large organisation. Why? Because they were consultative and relied on large numbers of people attending numerous face to face meetings. Not going to happen when people are working remotely. If needed, change your decision making at least for a period of time.

And that brings me to communications.  Ironically, the worst thing you can do is overwhelm people with information. Keep the messages clear and simple. Repeat them regularly. If you change them explain why. Give purpose.

Most business owners and leaders will instinctively know what is required right now. Whether it is obvious cost cutting, increasing sales, reducing production, moving online and find new opportunities (yes there are new opportunities in a crisis). Clear leadership and fast decision making can make this happen.

Combine it with clarity of message and you can find a way through the crisis. It is likely your options will be to grow, batten down the hatches or in the very worst case develop an exit strategy for the business. 

But just remember - operate with integrity and high moral values. It has been well researched that those businesses that "do the right thing" in a crisis are more likely to survive and grow.

So in summary:

1. All decisions maybe scrutinised after the event - just make the best ones you can in the moment.

2. You need sufficient information to make decisions. But if you wait for a complete picture the options available will diminish. Adequate is better than perfect.

3. Keep information simple and clear. Do not overwhelm.

4. Remain calm and show calmness (regardless of what's going on inside you).

5. Give clear instructions/actions. 

6. Humour is essential, however, do not be flippant when it comes to peoples health and wellbeing.

7. Those companies that do the right thing in times of crisis, are more likely to survive and grow long term (plenty of case studies).

And finally, if you need help, ask for it and make sure you get it.