Leading with Empathy Through Turbulent Times: A Guide to Building Trust and Resilience
With her wealth of wisdom from meeting and interviewing people, Oprah Winfrey once shared a profound truth:
"Every human being wants most to be seen, heard, and understood."
This fundamental need resonates especially deeply in challenging times when uncertainty looms. Whether dealing with redundancies, structural changes, or economic pressures, leaders must meet this human need with empathy and strength.
Reflecting on my leadership journey, I’ve had to make the difficult decision to implement layoffs during Zimbabwe’s hyperinflationary crisis. Being the leader ‘letting go’ of good team members in a market where unemployment was over 70% was heart-wrenching. I was young and early in my leadership career and did not want to be the messenger of bad news. I recall I delegated some of these ‘necessary yet terrible tasks’, and I still remember some of those I did speak with, their voices heavy with despair: "How will I feed my family? This is a death sentence, Mr. Good!" In those moments, I understood firsthand the profound responsibility leaders carry to be 100% responsible and communicate openly and supportively, even when making painful decisions.
Over a decade later, as a team member, I faced the uncertainty of a potential layoff. Just three weeks into a new role as a new immigrant, I learned that our company was cutting 22% of its workforce. I fully expected to be one of the first to go, being the newest member. Yet, when two longer-serving team members were let go, I was flooded with relief (I still had a job), guilt (that I was kept and other longer-serving members were not), and ongoing anxiety (was another cut coming). This experience reminded me again of the importance of leaders addressing the anxieties of those who stay behind. In such moments, team members ask themselves: Do you care for me? Can you help me? Can I trust you?
From these experiences, I found empathy, honesty, and supporting both the leaving and remaining team members are crucial to maintaining trust and morale. I’ve seen a few essential strategies for leading with empathy through challenging times. Here are three key actions to support your team and reinforce their trust in you.
1. Communicate Transparently and Compassionately
You must be sure your team understands the decisions being made. Transparency is more than delivering information; it's about doing so with respect and empathy. Your team looks to you for guidance and reassurance, especially when uncertainties arise.
Hold a Thoughtful Team Meeting: Start with honesty. Instead of skirting around sensitive topics, directly acknowledge recent changes. For example, say, "As you know, we’ve had to make some difficult decisions. [Name] will no longer be part of our team, and we wish them all the best in their next steps." This clarity respects the team’s intelligence and the need for open dialogue.
Reinforce Shared Goals: Use this time to realign with your team’s goals. Focus on their importance to the team’s future and each person's critical role in achieving those goals. This approach encourages everyone to stay focused and united.
Connect Individually: Connect one-on-one with each team member after group discussions. Offer reassurance and an open ear. A reminder from John Maxwell resonates here: "People don’t care how much you know until they know how much you care."
2. Provide Support and Stability
Are you clear on how you can support your team through transitions? Leaders need to be visible and supportive during times of upheaval. Actions speak louder than words and build trust.
Be Present and Engaged: Show up on the front lines. Regularly engage with your team, providing Recognition, Appreciation, and Encouragement (RAE’s). Your presence and words of encouragement can significantly reduce anxiety.
Create an Open Dialogue Culture: Encourage your team to share thoughts and concerns. This openness helps ease anxieties and reinforces that their voices are valued.
Set the Example: In challenging times, your team looks to you as a model of resilience. Demonstrating calm and positivity provides a stabilising force they can rely on.
3. Learn and Improve Continuously
Finally, life is about growth, so how can you grow from this experience to create a stronger team in the future? Leadership is a continuous learning journey, and challenging times offer valuable lessons.
Reflect on Team Processes: Evaluate hiring, onboarding, and training practices. Consider how these might be adjusted to better support team resilience and cohesion in the future.
Seek Constructive Feedback: Open the floor to feedback about the recent changes and how they were handled. These insights will help refine your approach and improve future outcomes.
Invest in Personal Growth: : Leadership is about serving others. As Simon Sinek says, "Leadership is not about being in charge. It is about taking care of those in your charge." Let every experience—good or challenging—shape you into a more empathetic, effective leader.
Reflecting on my journey, I now know that authentic leadership in tough times isn’t about the decisions made but the empathy and integrity shown. I realise that I could have done more to ensure stability and morale during times of change. Had I communicated more transparently and provided more individual support, I could have prevented some trust gaps that eventually needed rebuilding. I leave you with two reflective questions to answer:
In recent challenging conversations, how did you acknowledge and validate the emotions of your team members, and what impact did you notice on their trust in you?
How can you communicate difficult decisions to your team more effectively while reinforcing a shared vision and sense of stability?
Leading through difficult times is challenging, but you can strengthen your team and foster a resilient, high-trust environment with clear communication, consistent support, and a commitment to growth. Remember, as Sun Tzu said, "Amid the chaos, there is also opportunity." By addressing your team’s core questions: Do you care for me? Can you help me? Can I trust you? – You can create a foundation of empathy, understanding, and strength. Then, with encouragement, transparency, and improvement, you’ll guide your team through tough times and toward a shared future of resilience, unity, and success.
Lead with Impact
Gary Good
Founder - LeaderLegacy
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