Leading in Crisis Situations - Emerging Nurse Leader

By Rose O. Sherman, EdD, RN, FAAN

“All of the great leaders have had one characteristic in common; it was the willingness to confront unequivocally the major anxiety of their people in their time. This, and not much else, is the essence of leadership.”- John Kenneth Galbraith

Last week, all of us were riveted in watching the crisis that unfolded in the Northeast when Tropical Storm Sandy wreaked destruction on one of the nation’s most densely populated areas. One major story in this crisis involved New York University’s Langone Medical Center. As the medical facility lost power and the generators failed, the hospital’s staff were forced to transport 64 patients to Mt. Sinai in the middle of the night during the storm. The health care teams at both NYU and Mt. Sinai were applauded for their professionalism, teamwork and strong leadership in the face of this crisis. Not all of us will have our leadership tested in this way during our careers. But this storm is an important reminder that at no time is leadership more important than during the volatile, uncertain, complex and ambiguous environments that a crisis brings.

Leading during a crisis requires a special understanding of how people react to loss, challenges and heightened anxiety. Winston Churchill provided this kind of leadership to his country during the terrible days of the London bombing blitz. Rudy Giulani demonstrated this type of understanding during 9/11 as mayor of New York. Many commentators are noting that Chris Christie is providing this empathetic leadership during the aftermath of the storm to the people of New Jersey. The following are strategies that leaders who have been through crises use in provide the leadership that is needed:

1. Be visible and on the front line of the action

It is important that leaders are visible to staff in times of crisis. Although many hospitals today set up command posts in a centralized location, this does not mean that leaders should not go out to the front lines. There is much misinformation in crises. Leaders need to talk to those directly involved so they have first hand information when making decisions.

2. Stay composed and calm

Crisis situations are anxiety producing for everyone involved. Although things seem like they are spinning out of control, leaders need to project a sense of calmness and control. Many times, we have no control over the crisis whether man-made or mother nature but we can control our response to it.

3. Face reality but be empathetic

It is important not to minimize what is happening during a crisis. Leaders need to admit that a crisis is occurring yet remain empathetic to anxieties being felt by those that they lead. Compassion is important. Followers look to their leaders to frame the situation for them.

4. Be decisive but thoughtful

Leaders need to be willing to make decisions during a crisis based on the best information available to them. You must act with deliberateness but also with speed.

5. Keep the lines of communication open

Communication is critical in times of crisis. Key messages need to be repeated.. Leaders need to listen carefully to concerns. At the start of a crisis, there may be great shock and people have difficulty absorbing information. Misinformation needs to be quickly corrected. Followers want to know what action is being taken and if progress is being made. Strong communication channels need to be developed. When leaders show vulnerability and provide straight communication, people are more likely to forgive their mistakes

6. Convey optimism and hope

When a crisis strikes, people naturally want it to be over quickly. This rarely happens and shock can quickly build to frustration. Leaders need to provide optimism and hope that life will return to a more normal pace at some point in the near future. A message of hope, gratitude and confidence in staff is important during a crisis.

Dr. Linda Henman, a leadership expert, notes that almost anyone can lead when the seas remain smooth and the weather is calm. A crisis situation offers a unique opportunity for a leader who can rise to the challenge, take responsibility and build confidence and trust.

Read to Lead

Baldoni, J. (January 4th, 2011). How a good leader reacts in crisis. Harvard Business Review Blog.

Henmann, L. Lessons for leading during crisis. Undated Whitepaper. Henmann Performance Group Website