Inspiring others through troubled times

Without a doubt, businesses today are facing unprecedented challenges resulting from the current economic crisis. Staff, bonuses and costs need to be cut. Managers are balancing redundancies and expectations and the teams they lead are anxious about an uncertain future.

How you deal with these times is key and we’ve all, no doubt, heard the scare stories. Managers sending impersonal emails to the staff telling them that as times are tough bonuses are being cut (although they were an integral part of pay packages) and that staff must prove their value and relevance to the business. To cap it all, the staff then discover that senior management bonuses have been paid. Some resignations are tendered immediately and those who remain are frozen in fear. Morale hits rock bottom.

But it doesn’t have to be so bleak. A second manager in the same position takes the time to come out of his office and speak personally to each team. He explains that business is challenging and that he values their hard work but that bonuses cannot be justified for anyone, including the senior team. He assures people that he will reward them again as soon as he is able and that his door is always open. Subsequently, morale is high.

In today’s troubled times, managers need to rally their troops and encourage people to pull together. Contrast Winston Churchill’s ‘we’ll fight them on the beaches’ speech versus many of today’s doom and gloom merchants. The added ingredient is emotional intelligence. If you can’t pay people with money you must pay them with emotional reward but what does that mean?

1.  Get out and talk to people. Don’t hide behind a closed door facing a screen. Listen and support them. You may have to fortify yourself to hear difficult things but empathy goes a long way in maintaining morale.
2.  Acknowledge the challenges. People value honesty. Then explain how you intend to address them.
3. Don’t pretend you can solve all the problems. Those closest to the ‘ground’ often have solutions to address specific business issues that you as a manager have never thought of.
4. Make people feel a part of the solution. Acknowledge their contribution and show them what they can do.
5. Be generous with feedback: personal and professional development is a gift that will be invaluable whether they stay or leave.
6. Draw out concerns and transform negativity to optimism and determination. Identify as a team what thoughts, feelings and behaviours will help you overcome the current problems. Fear makes people stupid, triggering the stress response that shuts off the ‘thinking’ brain.
7. Recognise that different people are motivated by different things. Reassure people personally that you will address their needs when you are able. Demonstrate that you care.

Emotional intelligence is a much-needed skill in the current crisis. Words inspire people to action when they engage emotion. HR can help managers understand its relevance to motivation and performance.

This was written by acknowledged expert, Helen Whitten. A published author who has appeared on TV and in the media discussing related issues, Helen is a professional coach to corporates and individuals and has just published ‘Cognitive Behavioural Coaching Techniques for Dummies’. Helen is the Managing Director of Positiveworks (www.positiveworks.com)

Comments

Carrie Hookham on 27 April 2009 15:22:17

A poignant and highly relevant article in todays troubled climate with some particularly pertinent guidance for managers who so often underestimate the positive impact of personal contact with employees in such circumstances. More likely this is seen as the first “nice to have” to go in order to focus on the crucial elements of the “day job”, a myopic view in the longer term when it comes to the support that will no doubt be required from the workforce to rebuild prosperity in light of a market upturn.

Rebecca Monk on 27 April 2009 15:42:55

A really useful piece of writing and some valuable points that I think many Managers are currently overlooking.  And not just Managers!  We talk about HR as if they are the solution to emotional intelligence issues but all too often they provide a simple, black-and-white approach and expect Managers to be able to interact with their employees like this without any coaching.  It requires strategic HR people and (true) Business Partners in order to empower Managers with these skills.  In my view, upskilling the HR team is the first necessary step for many companies.

Nick Duncan-Brown on 08 May 2009 11:42:10

The key element is always communication and how the message is delivered. Some Managers have a lot to learn in respect of how to deal responsibly with times of trouble and as indicated the best way to get the best out of people is to encourage teamwork, provide feedback and praise... communication, communication, communication.