Leaders, This is Your Moment. Here's What to Say.

By Christina McKenna

Now that the World Health Organization has declared the COVID-19 situation a pandemic, organizations large and small all across the globe are trying to quickly decide and communicate what this means for their work, their teams and their stakeholders.

Time is short and the stakes are high.

Leaders, now more than ever, your employees need to hear from you. They need information, they need context and they need leadership. While there are more questions than answers at this point, don’t let that be an excuse for failing to rise to the occasion.

Your job today (not tomorrow, not next week) is to shore up the troops and tell them what’s needed.

Here are four things leaders should demonstrate when they communicate with their teams about the COVID-19 situation:

1.  Concern. First and foremost, let them know that these are extraordinary times with the highest of stakes. Tell them that above all else, you are concerned for their health and safety and that of their families and our community. Be clear that, while there is no place for panic, bold action may be required to responsibly look after one another.

2.  Control. Let them know that “We’ve got this.” Assure the team that leadership is monitoring the situation, keeping an eye on the organization’s needs, and making responsible decisions, as best you can.

3.  Information. Give them specifics about what you’re doing to keep them safe, even if your response is simple like instructing staff to wipe down counters, tape off drinking fountains and remove community snacks. If you’re taking more drastic steps, like restricting travel or mandating that employees work from home, communicate that clearly and factually.

   Also, be clear about where the team can get questions answered. If you can’t allocate resources to handle the large number of questions that may arise, offer guidelines for making decisions on one’s own, such as “If you’re not sure about whether to schedule a meeting in-person or over the phone, for now assume less contact is safer.”

   Because the situation is changing daily and even hourly, commit to providing consistent updates and supplying information as it becomes available. Remember, an information vacuum is the breeding ground for rumors and panic.

4.  Encouragement. This is important. Let your team know that you have confidence in them and your organization. Remind them that you believe that if you pull together and stay vigilant, together you will ensure the best possible result for one another, the organization and our community.

Yes these are confusing and uncertain times, but that’s when leadership is needed most.

Leaders, you’ve got this. Now be sure the team knows it.

Finally, please know that we at Bluestone stand ready to provide guidance, offer advice and even help craft and deliver your message during these difficult days. You can reach me directly at cmckenna@bluestoneexec.com or call me at 248.514.7085.

For more guidance on leadership, crisis communication, and how to talk with your team about coronavirus issues, be sure to sign up for our blog, “Let’s Be Clear,” by emailing info@bluestoneexec.com or visit our website, bluestoneexec.com.