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It's human nature to panic when things get tough. Instinctively, as leaders, we might want to curl up in a fetal position and wait until the storm passes. But when fear and doubt replace employee trust and encouragement, panic escalates fast.
It's too bad, because the key to getting through trouble is right in front of you: your people.
Great managers know that their teams have the energy, ideas and commitment to get the company out of troubled waters. After all, they are the same people that made the organisation strong in the first place. But when managers shut down, when they stop communicating and encouraging their people, it sends a message: brush up your résumé.
Great leaders, instead, use recognition as a way to build confidence, focus employees on the right behaviours, and retain and engage their key people, especially during tough times.
The airline industry knows all about turbulence, so to speak. The entire industry is flying into strong, economic headwinds these days. We spoke recently to the senior leadership group of the excellent US regional airline, SkyWest. Russell "Chip" Childs, President and COO, explained how soaring fuel prices and other serious competitive factors have forced all of SkyWest's 11,000 employees to look for ways to act more efficiently. But, he added, in these difficult times the airline would increase - not decrease - its focus on recognition. He explained that it was SkyWest's unique culture and dedicated people who would carry them through the turbulent economy; and personal, specific recognition was essential to keeping people engaged.
We also listened to Jerry Atkin, SkyWest Chairman and CEO, who said it was a simple formula. "We need to take better care of customers than anyone else, which means we need to take better care of our employees."
Lori Hunt, SkyWest's VP of People, then explained that the focus on appreciating employees was one of the priorities that emerged during a recent assessment and survey process. In fact, taking time to assess your workforce situation and then developing plans to improve engagement is a best practice among those wishing to thrive during any crisis.
SkyWest's leadership wisdom is rare. But these executives realise the bottom line for any company in turmoil - recession, merger, organisational or system change - is that recognition done right can inspire employees to engage in the cause of your organisation and understand their important role in its long-term success.
So, in the current landscape of crisis, do yourself a favour. Sit down. Take a deep breath. Look around you. Yes, there are challenges, and they may seem overwhelming. But as you look around, see the people who can help the organisation survive and, with a little recognition and encouragement, do more than survive: thrive.