The COVID-19 pandemic is a global health crisis and a human tragedy on an almost unimaginable scale. It’s also an economic blow to businesses, especially those that rely on foot traffic and free movement. Even companies that can operate 100-percent virtually feel the impact of closures and revenue losses. Hundreds of millions worldwide are struggling with scarcity, separation from loved ones, and the need to homeschool children and work at the same time.
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There’s no “one weird trick” to heal the sick, optimize broken supply chains, or fully mitigate the economic fallout. But making human connections and using resources as wisely and considerately as possible can make the best of a bad situation. Communication and creativity are the best assets we have to see us through this crisis. HR professionals and business leaders have a huge role to play in the response, and their use of communication and creativity can make a critical difference.
Transparent, Compassionate Communication
It’s impossible to overstate the importance of communication at a time like this. To paraphrase an old saying, a crisis doesn’t create strong leaders; it reveals them. Open and transparent leadership is more important than ever. For HR and business leaders, now is the time to communicate honestly with all stakeholders and share not only decisions but the rationale behind those decisions, whenever possible.
Employees deserve caring and compassionate communication. It starts with listening and ensuring management and HR are in sync. At most workplaces today, it’s not possible to have a face-to-face conversation. But leaders can keep in touch electronically and give employees a voice, through teleconference technology, surveys, or online forms. They can then use the information they gather to address the issues on employees’ and customers’ minds.
Soliciting feedback, listening to it carefully, and acting on it in a personal way is the key. Great leaders are their authentic selves when interacting with their teams, and they inspire employees to be their authentic selves, too. Treating employees as individuals is critical in a crisis. It’s also good management because it brings out the best in everyone. As Zappos CEO Tony Hsieh put it, “We want the person to be the same person at home or in the office because…that’s when the passion comes out.”
Creative, Solution-Oriented Thinking
Hsieh also noted that people who are their authentic selves are more creative, and that points to another critical element of crisis survival: creative, solution-oriented thinking. Right now, contemplating the issues in their totality can be overwhelming. Positive, solution-oriented thinking can help leaders make better decisions and inspire others to bring their creativity to bear on a problem.
I’ve seen that creative spirit at work among JotForm’s customers. One smoking cessation startup is now offering free COVID-19 screenings, evaluation, and testing in three large states. Two women who were concerned about kids going hungry in the wake of school closures decided to do something about it, creating a form to collect information from students and families so they can deliver meals. A counseling service set up a workflow so they can take appointments and securely deliver services online.
In these and many other real-world cases, people are engaged in solution-oriented thinking to find new ways to maintain business continuity and/or use the assets and energy they have to help others through a tough time. Watching them harness their creativity to address problems and provide services to their customers or people in their communities who need help is nothing short of inspiring.
Getting Through This Together
The world has changed in ways that were hard to imagine a relatively short time ago. HR teams that competed to attract job candidates in February are now helping company leaders decide where to make cuts to survive the next quarter. Colleagues who depended on the energy and interaction in their workplaces are now working at home while caring for children and worrying about aging parents.
There are no easy answers, and it may be months before we return to anything resembling “normal” in a business sense. But we can get through this together. HR professionals have a critical role to play in the coming months. Transparent, compassionate communication and creative, solution-oriented thinking can help us get through this crisis — together.
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