Leading in a Time of Crisis
Tough as things may be, people can't lead without putting themselves out there, making themselves available to people. Following a crisis, leaders will meet people who are scared, confused, disoriented and in need of information. These people want answers from someone who knows what's happening. They are also upset, angry, in denial, and looking for someone to blame. As difficult as facing distraught employees or angry citizens might be, nothing may be improved by hiding out.
When people have too little information, they fill in the blanks themselves, starting rumors and spreading misinformation. People need to see, hear from and engage with people who can reduce the unknown and the fear it brings. Provide as much information as possible, as soon as possible. People need to know what to do and what events mean for their future. Strive for consistency, accuracy and precision. In times of crisis, effective leaders accept that they often do not, or cannot, have all the answers — nor should they. Often the best a leader can do is to listen, provide support, and create a sense of relative security. Effective leaders know that success often stems not from what they say, but what they let others say. Seek out information, listen to people and allow them to express their thoughts and feelings.
People need to know that their leaders have engaged, will be involved in the struggle with them, and have committed to their well being. A leader helps people safely negotiate their way from their current predicament to an improved future state. The ability to do this depends on the leader's ability relate to, and respond to, people's needs. What can make this hard for leaders in the fire service is the fact that, to do this, the leader must prove willing to expose their own emotions and actually show the depth of their compassion for others. Remember, people don't care what you know until they know that you care.
Mike DeGrosky is chief executive officer of the Guidance Group, a consulting organization specializing in the human and organizational aspects of the fire service. He also serves as an adjunct instructor in leadership studies at Fort Hays State University. His interests include leadership, strategy, and bringing the concepts of learning organizations and high-reliability organizing alive in fire organizations. He is currently pursuing a Ph.D. focused on organizational leadership. He can be reached at info@guidancegroup.org.
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