Leading with Empathy During Times of Crisis

During a crisis, it is more important than ever for leaders to be authentic and transparent to help their organizations survive and thrive. When leaders bring their whole selves to work and demonstrate their vulnerability, they build trust with their teams, clients, partners and customers, and create an environment that leads to diversity, inclusivity and belonging. 

During last week's Equality Lounge, Lucia Knell, Director of Brand Partnerships at Upworthy, led a panel conversation on how to lead with empathy during times of crisis. Lucia was joined by these remarkable leaders:

• Jennifer Bellamy, VP, Client Sales & Strategy, Verizon Media
• Domenika Lynch, Founder and Principal, DCL Insight 
• Theia Smith, Director, Workforce of the Future, Diversity and Inclusion, PwC

We’re living in unprecedented times where we’re all uncertain about what the future holds. This panel explored ways to pivot with positivity and lead with empathy during a crisis, as well as how brands can support their consumers’ evolving priorities and the collective good.  

Leaders who are leading with empathy are examining and assessing what shifts they can make while still maintaining their business objectives. These include:

• Make changes that are big enough to matter, but small enough to change and become socialized and normalized within the organization, such as introducing opportunities throughout the day centered on wellness
• Embrace differences in each person’s style of doing their work by shifting times of working throughout the day to accommodate other activities employees need to accomplish, such as caring for children and other family members and taking care of household responsibilities
• Normalize behaviors that can be carried forward after the crisis
• Prioritize self-care so that people can show up as their best selves
• Understand who your team is as people and what you all value;
• Practice human-to-human connections and make this a priority

Leading with empathy is important to connect with your customers, too. Communities and consumers are shifting their expectations and demands of brands right now. To be successful and relevant, brands need to assess their objectives and deliver on consumer needs. First and foremost, brands need to show up, put people first and listen to consumers. Additionally, brands should:

• Focus on positive and meaningful connections with people
• Provide access to accurate and timely information
• Help to remove friction from people’s lives
• Service clients and consumers in ways that will feel good to them
• Truly recognize the scope of the time we’re in and pivot to answer to the needs of teams and clients
• Figure out how to prepare for the future, which will be our new normal
• Be authentic about what clients and consumers are going through

There was consensus among the panelists that we must still foster diversity and inclusion while we’re working from home. Leaders should blur the lines of leadership and not focus on who gets the credit. They must also listen to learn from their team members and give everyone a chance for a presence in unified solutions. When diversity and inclusion are done right, you shouldn’t be able to tell who’s doing it. Above all, everyone on the team should be encouraged to bring their whole selves to work now.

It’s more important than ever for leaders to maintain a sense of positivity with yourself, your teams, your clients, your partners, and your customers. Some tips for being positive include:

1. Learn to be more patient with yourself and be sure to nurture you
2. Show up as the best leader as possible
3. Future cast by focusing on what comes next
4. Find moments of gratitude, such as more time with family and pets, enjoy being home and not having to travel, connect with your team
5. Be open and transparent and vulnerable

How are you leading with empathy during these times? Let me know in the comments!