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The new reality has a monumental impact on how companies manage and support their workforce

In brief

• In times of uncertainty and ambiguity, leaders need to go back to their organization’s purpose as a beacon for their strategic decisions when people crave meaning and motivation.
• Leaders that share their experiences, how they’re feeling or what they’re doing to cope will build stronger connections.
• The best leaders can put themselves into the shoes of their team members and recognize the hardships they face.

Commuting downtown for work every day, weekly flights across the country to meet with clients, navigating crowded streets and waiting in long lines for morning coffee — this was life for me, and many, just a few months ago. Those moments feel surreal now. The new reality is that we won’t go back to this routine anytime soon, and that will have a monumental impact on how companies manage and support their workforce.

As government restrictions begin to ease and businesses return to work, the role that leaders play is critical. This isn’t just about risk management but trust management. That means they must listen, align and act — to understand and digest the data available for their workforce and business climate, center the leadership team on the future state and lead their employees through change. That’s a big undertaking under normal circumstances, but the stakes are higher now. Employees are under tremendous stress. Personal stories can be dramatic, and COVID-19 is a magnifying glass that leaders must have the courage to use and objectively look through with empathy to see their employees as human beings with basic needs, which can’t be overlooked.

Here are six ways leaders can deliver on what their employees need — and deserve — as we move towards a post-pandemic world.

1. Embrace and amplify purpose. In times of uncertainty and ambiguity, leaders need to go back to their organization’s purpose as a beacon for their strategic decisions when people crave meaning and motivation. Reiterating the corporate purpose unifies employees around a common goal. Bringing it to life in small or big ways can help teams stay grounded while instilling a new sense of pride throughout the workforce.
   
   
2. Show up as the authentic you. We’re all human, and it’s okay to be uncertain. People want an honest connection with their leaders; they want to be able to relate. Leaders that share their experiences, how they’re feeling or what they’re doing to cope will build stronger connections. Vulnerability isn’t a weakness, so be transparent. Now is the time to hang up your best blazer and create genuine connections in your favorite old college sweatshirt – literally or metaphorically.
   
   
3. Foster an environment of trust. In the face of an unprecedented amount of ambiguity, creating a work environment where employees feel safe and secure can go a long way. Leaders can create this sense of trust by empowering their teams to share ideas without fear of failure, and by being transparent as plans change and priorities shift.
   
   
4. Offer pragmatic hope. There’s a lot of stress and uncertainty around COVID-19, and everyone is fuelled by the light at the end of the tunnel. Leaders must maintain a sense of optimism — grounded in reality — in these difficult times and ensure their people know there’s a bright future ahead. This composure keeps everyone steady at the wheel; people are highly attuned to, and affected by, leader emotions at this time.
   
   
5. Be empathic rather than sympathetic. The best leaders can put themselves into the shoes of their team members and recognize the hardships they face. Understanding and — more importantly — appreciating diverse perspectives means you must set ego aside and listen actively. Asking thoughtful questions can generate tremendous insight into how employees are feeling.
   
   
6. Lighten the burden. In the virtual work world, people may feel unfocused, disconnected, less motivated or less productive — and that’s okay. Leaders can help by acknowledging these circumstances and enabling wellbeing. Starting meetings with a personal story, creative initiative, or even just a bit of humour can go a long way.

Navigating the impact of a global pandemic certainly isn’t what leaders expected to focus on this year, but as with any challenge, there’s an opportunity for reinvention we can’t ignore. As we take steps to return to the office and adjust to a new normal, it’s important to embrace the fact that nothing will truly be the same. Defining a new way of working and unleashing the true potential of one’s team is an ambitious objective but one that leaders can conquer with empathy, patience and transparency. People are our business — and now more than ever, they deserve the best leadership we can give them.