Managing people in times of uncertainty and unrest

Managing your people well during uncertain times can help foster a happy environment, where people feel psychologically safe and makes your business a great place to work. People Director Ana Hay offers top tips on how to look after your team during difficult times.

Several events have taken people by surprise this summer, creating a growing sense of instability and fear. Widespread IT outages, the wars in Gaza and Ukraine, the recent riots… upheaval and unrest, whether political, economic or social, have a significant impact on people, and when people are impacted, so are the businesses. they work in. It is difficult as a leader to steer your business through times of uncertainty and unrest and look after your team, but it’s essential to understand how these uncertainties affect your people and to have options up your sleeve to support and guide them effectively.

Understanding the impact of uncertainty

Uncertainty often brings a cloud of anxiety and stress. For businesses, this can mean disrupted operations, fluctuating customer demand, and an overall sense of instability. For employees, it may lead to heightened stress, fear for their job security, and concerns about their own, and their colleagues’ safety and well-being. Recognising these impacts is the first step in addressing them effectively.

Addressing employee concerns

Your employees are your most asset, and their well-being should be a top priority, especially during uncertain times. It’s crucial to acknowledge their concerns and provide reassurance. For example, employees from diverse backgrounds may have felt especially vulnerable or affected by the recent riots. Open communication channels are vital, so training your managers with the ability to hold sensitive conversations and encouraging your team to share their concerns ensures everyone feel heard. This will help in creating a supportive environment where everyone feels valued and understood.

How to respond to uncertainty

Prioritise clear communication:

Keep your team informed with regular updates about the state of the business and any changes that may affect them. Transparency helps build trust and reduces anxiety. When communicating, be clear and honest, but also offer reassurance about the steps that you have taken to manage the situation and mitigate risks.

A good practice we have seen in our clients with internal communications is to first send the message to a specific leadership group or manager cohort, asking for any immediate feedback within a short window.  Then a bit later, send the message to the entire organisation.  With this step-approach you can check the appropriateness of the message and tone, while simultaneously ensuring key groups are ready to address any follow up questions or concerns from all employees.

Implement flexible work arrangements:

If employees are feeling unsafe or stressed about commuting, consider offering flexible work arrangements.  It is important to be flexible about the interpretation of the word ‘flexible’.  For some employees, it may simply mean allowing them to work from home, whereas others may prefer to come into the office, but to travel outside of traditional rush hour timings. If you can’t accommodate their request (and sometimes it isn’t possible), explain clearly the reasons behind your decision.

You may find yourself having to make arrangements for individuals that go against a stated policy, or even where you do not have a policy in place. When this is the case, our leading clients agree a temporary arrangement based on mutual trust. They then agree to revisit the arrangement at specific intervals to ensure it does not become a fixed arrangement or creates additional expectations once the uncertain situation has passed.

Reinforce company values:

In uncertain times, it’s important to reaffirm your commitment to your company’s values and lead by example. Make sure your team understands that these values are not just words but guiding principles that drive decisions and actions. Reinforcing values through your actions helps create a unified and supportive work environment. For instance, if you say that your team comes first and yet insist that people commute into the office despite feeling threatened by unrest in the local area, then you will be sending out mixed messages. Whereas, if you bend the rules to fit the situation, you will be demonstrating to your people that their safety and wellbeing is your priority.

Enhance support systems:

Offer resources that can help employees manage stress and anxiety. Employee Assistance Programs (EAPs) can provide counselling and mental health support. Ensuring that these resources are readily available and accessible can make a significant difference in how your team copes with the current situation.

Through the government programme Access to Work, SME employees and the self-employed and can access additional support.  This can be for employee wellbeing and coaching through Maximus  or for further support with disabilities or health conditions.

Top tips for business leaders

1. Foster open dialogue:

Create spaces where employees feel comfortable discussing their concerns. Providing regular check-ins, team meetings, or informal catch-ups is a great start, but you need to train your managers with the skills to hold open, honest and (sometimes) difficult conversations. If your people know they will get reliable, direct feedback, it builds trust and enables them to confide their true fears and concerns.

Not everyone will be comfortable with frank communication, but it can be learned. Invest in training your managers and coaching your people to build these techniques and put them into practice. This open dialogue helps to address issues before they escalate and shows that you value your team’s input.

In times of uncertainty, some of our leading clients create safe spaces where employees are invited to share their feelings and reactions to external and internal changes.  These are most effective when facilitated by an experienced leader, or an outside contact. It is important that psychological safety is created and maintained in these forums, and a commitment to keep any discussions separate from performance or behaviour conversations at work.

2. Be proactive in addressing issues:

Have clear procedures in place for addressing any workplace issues that arise due to the unrest. This includes handling any misconduct or discriminatory behaviour with fairness and consistency. Demonstrating a commitment to a respectful and inclusive workplace reinforces your dedication to your team’s well-being.

3. Support employee well-being:

Beyond offering flexible work options, consider organising workshops or sessions that focus on stress management and resilience. Supporting your employees’ mental and emotional health can help them stay focused and engaged during tough times.

4. Engage with the community:

Show your commitment to the broader community by getting involved in local events or discussions that promote unity and understanding. This not only helps in fostering a positive company image but also strengthens your team’s sense of connection and purpose.

5. Lead by example:

Your actions and attitude as a leader set the tone for your team. Show empathy, stay calm under pressure, and lead with integrity. Your behaviour will influence how your team responds and adapts to the challenges they face.

You can develop people’s thinking about values and behaviours through open conversations and team sessions. Over the last 14 years our People Puzzles People Directors  usually do this in the context of a company-wide development programme that encompasses the whole team. It gives space for learning and interaction, and often starts with a focus on managing yourself, covering effective communication, company values, understanding and working with others, and how to promote diversity and inclusion. The difference in a team who are exposed to new thinking and challenged to develop their opinions often has a huge impact in terms of taking on new responsibility, developing management capability and the opportunity for internal promotions.

Managing people in times of uncertainty requires a blend of empathy, clear communication, and proactive leadership. By understanding the impact of uncertainty and unrest on your business and employees, addressing concerns with openness, and providing robust support systems, you can help guide your team through challenging times. Remember, your leadership not only affects the immediate well-being of your employees but also shapes the long-term resilience and success of your business. Stay supportive, stay transparent, and most importantly, lead with care.