Communicating Through Crisis

I am often asked what was the most challenging crisis that I have had to lead through in my career. 

There have been many. I lead through 911. I was a bank president in Florida when the state endured 4 hurricanes in six weeks. But, the most challenging for me was being the head of retail banking at what was then, the 13th or 14th largest bank in the United States, during the financial crisis. I’ll never forget the CEO calling me saying, “Karen, please we’ve got to make sure that every teller across the country (a thousand plus of them) can clearly articulate to our customers that their money is safe, where it is, and if they need access to it, how it could be done.” There was a real fear in America that there would be a run on the banks. Lehman was going under. Wachovia was going under. I remember getting off that phone call and thinking “wow, how are we going to get this done? How are we going to lead through this?” 

We got through it. And we’ll get through this health crisis too. Which brings me to another question I get asked often right now: What advice do I have for American leaders today as they battle the coronavirus pandemic? 

I look at our government leaders across the United States and observe how they’re leading. And in the strongest leaders, I see what I have always believed to be crucial to leading through crisis: You have to communicate, communicate, and communicate some more.

You have to communicate calmly, with confidence, clearly. You have to communicate authentically, telling people the truth about what you can and cannot control. What you have a handle on, what you don’t have a handle on — yet. You have to talk to them from the heart, not just from the head. You have to talk to them on the critical few, the 3-4 big issues, you have to hit them constantly, clearly, and consistently. 

You also need to realize that the art of good communication is listening. You have to listen to the people around you. Surround yourself with a good team of advisors and listen to them. And listen to your people, meeting them ‘where they are’. Understand what’s going on in their lives, in their home lives, their fears and challenges, and engage them. 

I believe the biggest and best thing we can do to lead during this crisis, and others that you will face in your leadership career, is to communicate clearly, confidently, and authentically. Listen and engage people. 

I hope this advice will help you and I hope that you and your families stay healthy and stay well.