TRUST IN THE MIDST OF CHAOS

Whenever I hear the word chaos, I automatically get a mental image of people running around in the midst of destruction.  It’s almost like a scene from a movie about natural disasters. Although my imagery may be considered a bit dramatic, there is no doubt that chaos can make people feel a sense of panic and doom. 

 As a leader trying to navigate chaotic situations it can be difficult to suppress your angst, but it is a necessary exercise.  Your team is counting on you to provide direction and to help them to survive this situation with a reasonable amount of security and safety.  Leaders who are in the throes of confusion have an obligation to remain calm, embody confidence and communicate clearly.  

 Your team is looking for you to provide a sense of assurance that survival is possible.  Even if you are about to blow, you have to keep your top on.  I’m not suggesting that you become a robot and cease to demonstrate humanity. To the contrary, what needs to happen is that you balance your humanity with an appropriate amount of stamina and poise.  Bite the inside of your jaw and remain resolute in the fact that this situation does not have to be fatal and at some point, this madness is going to become a source of wonder. 

 The confidence that you personify in the tough times yields a respect that can only be inadequately explained. Team members will follow someone that is confident.  Team members will hang their hat on leadership that is based on knowledge, results and reality.  Confidence sounds like “I know that layoffs are eminent, but we are committed to making the adjustments necessary to safeguard our employees and this organization as much as humanly possible.” 

 In times of chaos, no one benefits from confusing messaging. If information is going to be changing, say that at the onset so you don’t seem incompetent.  “More information will be forthcoming” is a much better message than “I don’t know” or even filling the room with unnecessary words that mean nothing and don’t pan out.  Say what you mean and mean what you say.  Be clear and over-communicate to circumvent as much confusion as possible. 

 As I reflect on challenging times in my leadership journey, the one thing that I consistently reflect on is the fact that you can’t delegate trust.  Trust is a privilege that is crafted over time and is the result of relationship, truth, follow-through and consistency. No one can do it for you.  This is a single-handed leadership responsibility.  People need to know that you care.  People need to believe what you say.  People need to know that you will do what you said and that you are not some one-hit leader.  When you put your time into building a strong team and sowing seeds of trust there is nothing that can stop you.