EXCEPTIONAL LEADERS...
Lead Masterfully During a Crisis
 The devastation on the Gulf Coast causes us to reflect on the leadership characteristics needed in a time of crisis.
Leading during a crisis requires special understanding of how people react to loss and what they need from the leader in order to get through their personal challenges.
Admiral Stockdale found in the Hanoi Hilton that prisoners who were unrealistically optimistic would not be able to survive. While those who face the brutal reality of the situation and who at the same time had an unswerving faith that they would prevail, did indeed prevail.
First, the leader needs to be able to empathize and communicate that they understand what others are going through. However, this does not mean sugarcoating the facts. That erodes credibility. Leaders must encourage others to face the brutal reality of the situation. This requires that they help others move through shock and disbelief. They do this by empathetically communicating often and repeatedly.
At the same time a leader needs to inspire in others the belief that they will ultimate prevail and overcome whatever difficulties they are facing. They need to inspire others to believe in themselves.
Winston Churchill displayed this kind of leadership during the London Blitz, as did Mayor Rudy Giuliani after the 9/11 attack.
It is important for leaders to reassure others that action is being taken. They need to tell the truth. Simply saying what others want to hear erodes credibility if it is not backed up by facts and action.
It is also particularly important for leaders to listen during times of crisis. Those impacted during a crisis may feel many emotions such as fear, anger, resentment, and anxiety about the future. Complaints and concerns are going be expressed. Leaders need to listen and take the action needed to address concerns.
 Thought Provoker
- Can you honestly empathize with those in a crisis?
- Do you tend to sugarcoat the bad news, telling others what you think they want to hear? Or, do you help others face the reality of the situation?
- Do you communicate repeatedly during the period of shock and disbelief?
- Can you inspire others to have an unswerving faith that they will prevail—that they will get through this?
- Do you reassure that action is being taken and follow up on your commitments?
- Do you tell the truth no matter how bad it is?
- Do you listen relentlessly and address concerns as they arise?
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Exceptional Leaders inspire others to rise to the occasion despite the difficulties and challenges.
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