Great leadership is forcefully exposed during difficult times. Those who decide to practice key behaviors to recognize and inspire their teams come out ahead regardless of the tough decisions they must make. But practicing great leadership in crises is not easy, nor is it usually accomplished by just one person. Great leaders are surrounded by other great leaders to help guide and inform. As strategic right hands to executives, Chiefs of Staff are in a critical position to help leadership navigate through difficult times. Below are a few of the many ways they are stepping up.
They acknowledge how people feel.
It is important to understand that many people are concerned about their health, their finances, and their jobs right now. At the helm of the organization, leadership may or may not share some of these same fears. However, they must recognize and acknowledge first, the concerns of the team. Chiefs of Staff often serve as “empathy whisperers” for leaders because of their strong relationship and commitment to the broader team. They know how others are feeling and make sure that sentiment is conveyed to the leadership team at the top.
The Chief of Staff at a mid-sized technology company recently explained, “As we were deciding on a pay reduction for all staff, I had to remind those around the [leadership] table that this was a much bigger deal for our teammates not in the room than it was for them. A 20% reduction of pay has a much more significant impact to those lower on the pay scale than those in the executive office. It’s important that they are fully aware of that.”
They help communicate clearly and regularly.
Communication is fundamental right now. Leaders must face challenges with brutal honesty and open communication. Chiefs of Staff ensure their leader’s message is properly disseminated across the organization and that they remain accessible to staff for questions or clarification.
For example, a Chief of Staff for a large nonprofit in the Bay Area encouraged her boss to host a weekly virtual happy hour with the team in an “Ask Me Anything” format. Another Chief of Staff started a Slack channel for her CEO to take questions from team members and all were responded to directly from him. These Chiefs knew how important is was for their teams to hear directly from the leader, so they found creative ways to create open dialogue.
They find ways to adapt and learn.
As we clearly see, there is no manual for navigating a crisis like the one we are currently in. The best leaders and organizations will quickly adapt. They will start and stop, again and again. They learn as they go and find opportunity to continue serving the business where they can.
The Chief of Staff role, by its very nature, is one of adaptability. Chiefs often have little or no position description when they begin their job. They must figure things out amidst ambiguity, which requires immense curiosity, learning, and resilience. These behaviors become essential during times like this, and whether other executives have these skills or not, the Chief of Staff steps in to assist in leading through trying times.
Many Chiefs of Staff have been tasked with leading or co-leading their organizations COVID response task forces. For Chiefs, leading a new project or task force, especially one that’s never existed before, is nothing new. They learn and observe what needs to be done and mobilize the resources to do it. They lean in to challenge rather than being paralyzed by it.
The Chief of Staff role, by its very nature, is one of adaptability. Chiefs often have little or no position description when they begin their job. They must figure things out amidst ambiguity, which requires immense curiosity, learning, and resilience. These behaviors become essential during times like this, and whether other executives have these skills or not, the Chief of Staff steps in to assist in leading through trying times.
They look out for energy and emotion.
It is important that we all care for ourselves during a crisis so that we can best help others. This is no more evident than how our brave health care providers and first responders must protect themselves. Leaders in organizations can best care for their teams by modeling good behavior themselves. This means wearing a mask to demonstrate the importance of safety if there is a return to the office or taking time away from the computer during the day to unplug and recharge. Nevertheless, caring for yourself, with the stress of leading an organization, is difficult to prioritize, and if not made a priority can often lead to burnout. The Chief of Staff provides gentle nudges to their leaders to ensure this does not happen.
The Chief of Staff at a Colorado engineering company shared, “Our team really enjoys seeing our CEO in a more ‘natural habitat’ at home. He dresses more casually, will take calls while outside, and even his kids interrupt our Zoom calls occasionally. It’s refreshing for people to see that he is experiencing the same things they are, and that he’s doing what he can to care for himself.”
Chiefs of Staff have been, and continue to be, critical lifeblood to organizations in good times and bad. If there were ever a time a leader should be considering hiring a Chief of Staff, the time is now.
If you are interested in adding a Chief of Staff to your organization, we’re here to help.
