I’ve talked to a few clients recently in the midst of challenging moments – a harmful comment to a staff member, equity missteps and harm, and financial and budgetary cuts looking up ahead. The ability to navigate through turbulent times is crucial, but if we are being honest, it doesn’t always come naturally, especially in urgent situations. Many of us like to put our heads in the sand, avoid it and pretend it goes away, or act urgently without all of the information. I’ve recently given the same advice to a few people for very different issues. This quick framework is inspired by Change Management methodology and is a simplified way to walk through a painful moment – if only to remind yourself to take a deep breath.  

Listen:

In the midst of a present crisis, the importance of listening cannot be overstated. Listening goes beyond just hearing the words; it involves understanding the nuances, empathizing with diverse perspectives, and capturing the emotions that underpin the crisis. Listening also pushes us outside of our own small perspective and gives us the ability to consider other ideas and views on the same issue. We can intentionally design listening if we have time, or we can act swiftly if the issue calls for it – but listening is always the first step. A culture of active listening not only provides valuable insights but also fosters a sense of inclusion and unity. If you see a budget problem on the horizon, gather some good brains together to think it through. If you have an employee conflict – make sure both sides have a moment to share their perspective. Listening can be quick or designed with a purpose – but you cannot skip this step.

Reflect:

Once the voices have been heard, it's time to step back and reflect. Reflecting doesn't mean dwelling, but rather, it's an opportunity to process the information, identify patterns, and discern the best course of action. This stage involves introspection on both an individual and organizational level. Consider your organization's values and mission. How do they align with the current situation, and where might adjustments be necessary? Reflecting doesn’t have to be slow, but it is a critical step. You can reflect as a group or as an individual leader – but you need to take a breath and pause for a moment.

Act:

Armed with insights from listening and guided by the clarity gained through reflection, it's time to take decisive action. This is where the rubber meets the road – where strategies are implemented, communication plans are activated, and changes are set in motion. Acting swiftly yet thoughtfully is key. The actions taken during a crisis should position the organization for a stronger future.

In the middle of a Wednesday, faced with a short-term or long-term issue, it can be hard to take time to walk through these steps – but the long-term health of an organization or company demands you make space. At The Spark Mill, we believe that crises, while challenging, offer opportunities for growth and transformation. By actively listening, reflecting on core values, and taking purposeful action, companies and organizations can not only weather the moment but also emerge stronger and more resilient on the other side.