When Covid 19 first hit our shores, I remember the emotions flying with staff, leaders and teams. Many leaders reached out to me asking how to communicate when emotions are high. I developed a short but effective communication model for leaders to use that is still as relevant today as it was 3 years ago.
Here’s how it works:
Step 1 – Understand
This step is all about putting yourself in the shoes of your employees and expressing empathy for the situation and feelings that they are experiencing.
For example:
- I understand how you must be feeling about coming into the office with many others.
- At times, those thoughts cross my mind too as I am sure many others feel the same.
- It is normal to have those thoughts.
Step 2 – Educate
In this step, we need to educate our employees on the solutions that have been implemented and how those changes affect them.
Here are some examples of changes that were communicated during the pandemic.
- Staggered return to work.
- Hand hygiene practices and supplies.
- Social distancing measures you as a company have implemented.
- Clear instructions if feeling unwell.
Step 3 – Reassure
In Step 3, we use this opportunity to reassure our team that we are here to help and have implemented solutions with their best interests in mind.
For example:
- We have been through many challenges before, and we will get through this together.
- It’s okay to feel a range of emotions. However, it is also important that we continue to build resilience.
- This is the leadership top priority and they are working hard to look after us.
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