crisis management – Workforce

May 8, 2020June 29, 2023

Employee communication how-to’s during a crisis

The usual employee communication strategy goes out the door when a company faces a crisis. Special circumstances like natural disasters, workplace shootings and pandemics put employers in a challenging situation. The future is uncertain, people are constantly learning new facts and messaging has to be carefully crafted.

Meanwhile, emotions may be high while people deal with the aftermath of a potentially traumatic event, and employers must be able to communicate messages carefully and empathetically. Added to this challenge, distance may be an issue. Disease outbreaks, hurricanes and snowstorms may leave a workforce separated from each other, either working remotely or unable to work at all.

It’s important for organizations to develop a crisis communication plan. Within that plan include details that relate to specific crises. Technology will be a key part of these strategies, especially when there’s a possibility that employees and managers won’t be in the same office for an unknown amount of time.

Here are some tips on how to utilize technology in a crisis communication strategy.

Communicate the organization’s response:

Whatever the crisis, employees want to know what is going on with their jobs and updates on the company. If a company closes temporarily due to a disaster, for example, people want to know when it will open again. Are their jobs safe? Is the employer taking proper health and safety precautions as they reopen the workspace? Are employees’ concerns and questions being addressed or ignored?

While managers may not have all the facts, they can set up weekly calls or send ongoing communication that gives employees whatever information is available. That way, people don’t feel out of the loop and know that their concerns are being considered and addressed by management.

A mobile communication solution is especially valuable since employees can access the information they want whenever and wherever on their own device.

Share only trustworthy sources and facts:

In times of crisis, misinformation and myths can be spread just as easily as facts, as crises like the COVID-19 pandemic and mass shootings show. Coronavirus myths include that antibiotics kill the virus and that only older people and people with chronic conditions are at risk. Mass shootings myths include that people with a mental illness are more likely to commit acts of violence (they’re actually much more likely to be victims of violence).

The important lesson for employers here is that rather than relying on the opinions of random people online — even if they seem credible — they should rely on basic facts from the experts.

As managers regularly communicate with employees as part of their crisis management strategy, they shouldn’t further spread misinformation.

Show empathy:

Just sharing facts won’t show empathy for the anxiety, trauma or other negative emotions employees may feel during a crisis. Compassion and a sense of understanding can go a long way to easing employees’ fears.

This is also an area managers can practice. They don’t have to go in blindly when they want to show a human, vulnerable, empathetic side to employees. Practice could be role-playing with someone else and analyzing what responses worked. Or it could mean researching how to communicate with people who have been through a crisis and practicing how to say it genuinely to another person.

In the case where managers and employees are separated, managers can show their team members on a personal level as well via their company’s mobile chat tool. It could be as simple as asking someone how they’re doing or communicating to them that management cares about their well-being. Just be sure it is genuine.

Don’t ghost employees:

Even though employers have enough on their plate when dealing with the aftermath of a crisis, they shouldn’t neglect their employees , who often are hailed as an organization’s “most valuable asset.” Ignoring the impact of the crisis on these people won’t reflect well on the manager or the organization.

It can be easy to keep in touch with employees and keep the lines of communication open with the right tech tools. Workforce.com allows managers to communicate with employees, whether it’s to share important information with them or just to reach out and show empathy for their situation.

Tools like this exist and can make managers’ crisis management responsibilities more effortless and streamlined. Utilize the latest communication technology in your crisis communication strategy.

March 18, 2020June 29, 2023

The role of businesses in addressing the COVID-19 pandemic

COVID-19, coronavirus, public health crisis

Workplace policies, benefits and culture can have a big impact on public health.

The basics of what employers can do to address the coronavirus is to allow employees to work from home and make sure they can access and afford the health care they need, said Elise Gould, senior economist at the Economic Policy Institute.

While many employers may be concerned about their bottom line and the loss of productivity, the reality is that loss will be even greater if employees come in sick, potentially with the coronavirus, Gould said. Passing this virus onto coworkers and the public is not good for the bottom line.

Some research about the flu shows that employees having more sick days is linked to reduced contagion, she said. With the coronavirus, “it’s time to do that. It’s not even a big, bold thing to think about, giving people paid sick days when they’re sick. It is a smart move,” she said.

Currently, even people with paid sick days don’t have enough days to recover from coronavirus, Gould said in her EPI blog “Amid COVID-19 outbreak, the workers who need paid sick days the most have the least.”

“The United States is unprepared for the COVID-19 pandemic given that many workers throughout the economy will have financial difficulty in following the CDC’s recommendations to stay home and seek medical care if they think they’ve become infected,” she wrote. “Millions of U.S. workers and their families don’t have access to health insurance, and only 30 percent of the lowest paid workers have the ability to earn paid sick days — workers who typically have lots of contact with the public and aren’t able to work from home.”

Many are calling for national paid sick leave, but the future of the Families First Coronavirus Response Act is still uncertain.

“We know that national paid sick time is realistic in the sense that many industrialized countries provide for it,” said said Janie Schulman, partner in global law firm Morrison & Foerster’s Employment + Labor group. However, “mandatory paid benefits in the U.S. have been and continue to be a politically divisive issue.”

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Also, in the U.S., there is always a question as to which matters are reserved to the states and which may be legislated at a federal level, she said. While the federal government has yet to enact a paid sick leave law, several states and some cities have done so in recent years.

“It remains to be seen whether the COVID-19 outbreak will create a paradigm shift at the federal level,” Schulman said.

With employees staying home, one key issue that organizations have to deal with now is employee absenteeism, said Roberta J. Witty, research vice president at Gartner, Risk and Security Management Programs. They have to understand what their mission-critical business services are and determine how to staff them if they have a high-absenteeism rate. This may be done through cross-training, moving work from one location to another or other kinds or workload balancing.

“For those business services where a face-to-face interaction is required, you might have to shut down some of those services due to best practices regarding controlling infection between people as outlined by the CDC,” Witty said. “Also, there may be a hard decision to be made – what is the minimum percentage of your volume you can support with a degraded workforce, and then shut down if you go below that level.”

Businesses, like individuals, must cooperate in our generally accepted social contract that requires each of us to do our part in trying to limit the spread of disease for the overall public good, Schulman said.

“[We have already seen businesses around the country step up and do more than they are legally required to do,” Schulman said “Many of the steps we have seen businesses take in the past few weeks are not mandated by law, but rather demonstrate the proactive efforts of businesses to limit the spread of the coronavirus (COVID-19) to protect their employees and the public.”

These steps include encouraging remote work, cancelling large public events, offering extra paid sick leave and limiting visitors coming to company premises, she said.

Many of these tough calls will undoubtedly hurt businesses’ bottom line and affect productivity, revenue, profits, and stock price and may interfere with relationships with customers and vendors, she said. In many of these cases, companies are weighing the costs of these short-term sacrifices against the potential long-term harm that would occur if they did not take these steps.

One effective best practice some companies are following is creating a pandemic team or crisis management team, said Tracy Billows, chair of law firm Seyfarth’s Chicago office Labor & Employment department. Team members — which include individuals from many departments including HR, legal, health and safety, security, operations and finance — work together to create a holistic strategy.

A pandemic team should also include the COO or CEO to give the team the leadership needed to and to ensure the committee is acting consistently with the company’s culture, policies and expectations, Billows said.

Even companies with crisis management plans in place already may have a need for a committee.

“I’ve worked with employers who have had pandemic plans and emergency response plans for years and, to be frank, they’re all updating them for this. The old rules are out the door. This is new. This is different. This is not the same thing we’ve dealt with before,” Billows said.

Companies should be responsive to any Centers for Disease Control and Prevention updates as well as local or state public health guideline updates, she said.

“It’s important that employers show that they are staying up-to-date on the latest and update their policies and protocols accordingly,” she said. “It can feel like you need a dedicated team just to do that, but those who are doing so are being successful at it.”

To learn more about the recent legislation around COVID-19 and what it means to your organization, register for our free webinar, What HR Needs to Know about Coronavirus.

March 18, 2020April 11, 2023

During COVID-19 outbreak, utilize internal communications in your company crisis plan

Internal communication is a vital part of crisis management, whether it is a pandemic like COVID-19, a natural disaster or a workplace shooting.

As the people and organizations worldwide deal with the implications of the coronavirus, it is vital for people to communicate accurate information about the virus, check what they’re retweeting and make sure not to spread disinformation. Businesses have a similar responsibility, but on top of that, their communication must be strategic. It should be part of any crisis management plan.

Employees will be getting information about the coronavirus from somewhere, and coworkers will realistically discuss the company’s response to the pandemic among one another, whether their response is appreciative or critical.

Whatever standard message a business publicly announces during a crisis, if employees have issues with how the crisis is being handled, it doesn’t matter if the media paints the company in a good light. There still may be low employee morale and high levels of frustration internally.

Despite the immediate importance of communication, many organizations have yet to create a strategy. According to a report from Gallagher’s Benefits and HR Consulting Division, 61 percent of organizations have developed a communication strategy related to COVID-19, with 82 percent of health care having a strategy compared to 49 percent of non-health care organizations.

In another survey of 300 communications senior leaders, the Institute for Public Relations found that 44 of respondents said their crisis communications plan did not specifically address an infectious disease outbreak. Ten percent of respondents did not have crisis communication plans at all.

There are some basics that employees should understand about coronavirus symptoms and the course of the illness, which should be an integral part of a communication campaign.

First, COVID-19 is not airborne. It’s passed by droplets. That means when someone who is infected coughs into their hands and touches a surface, someone else can catch it by touching that surface and then touching their face. As strange as it may seem, that’s good news. It means that if people wash their hands frequently with regular soap — especially after you may have touched surfaces that a lot of other people touch, like doorknobs, the keypad for clocking into work or shaking hands — they’re much less likely to be infected.

Second, some people have compared COVID-19 symptoms to the flu, but that’s not completely accurate. The two most common symptoms are fever and a dry cough. People with COVID-19 rarely have a sniffle. They also aren’t likely to be nauseous. What they are likely to have is bad upper respiratory problems. They tend to develop a severe cough that makes it hard for them to breathe, which is what is making COVID-19 dangerous.

Finally, it’s also true that for most younger workers, the symptoms are milder and people who have it may only think they have a cold. However, older employees or anyone with a compromised immune system are much more likely to have serious symptoms that require medical assistance. The medical assistance that is often required is intubation and the use of a ventilator.

The reason why COVID-19 is such a big deal right now is because the number of people who require medical assistance is overwhelming the medical system in the places where the number of cases has grown, like Italy. The medical system has been overwhelmed even in places that have a consistent ratio of doctors and hospital beds to people (Italy’s is better than the United States’, for example). There are only so many beds in the hospitals and only so many ventilators.

That’s why there has been a push to slow down transmission through actions like social distancing and remote working, because if it is slowed enough, it won’t overwhelm the health care system. The mission is to flatten the curve and buy time for the health care system to adequately care for those who fall ill.

If someone has been exposed, they are likely to have symptoms within five days of exposure and can also be a carrier for up to 14 days, even if they’re asymptomatic. This is why quarantine periods are generally 14 days long.

According to recent guidance from consultancy Deloitte, the most important players in your communications plan are front-line managers. Employees expect accurate, authoritative and transparent information. “Trying to conceal risk can potentially create more,” the report stated. Leaders should outline communication plans and make sure that managers know what to expect and understand and define their role.

Further, companies need to prepare plans for site disruption and reactivation. “In the event an entity has to close its doors for non-critical workers for a period, determine a communications plan about how you’ll communicate with all workers, including contractors and vendor partners,” according to the Deloitte guidance. “Have a clear playbook for how to initiate a closure and how to reroute operations and employees to other locations within your network. Moreover, finalize a checklist to determine when employees can return to work once the all clear is given.”

Employees are bound to talk about the coronavirus outbreak on social media, and there are certain steps a business can take to temper this, according to Deloitte. One solution is to provide employees an internal communications channel through which they can express their issues about what they’re seeing within the organization. It’s a smart business move to “ensure direct communication as much as possible as an alternative to social media,” the report stated.

For Workforce.com users there are features on our platform available to keep communication lines open during this difficult time. Chat with your staff, schedule according to operational changes, manage leave, clock in and out remotely, and communicate changes through custom events, among other things.

COVID-19 is rapidly changing how businesses operate. We recognize that organizations need an extra helping hand right now. So we’re offering our platform for free to new sign-ups over the coming months. Sign up today and our Workforce Success team will gladly provide a personal, online walkthrough of our platform to help you get started.

March 17, 2020June 29, 2023

An important collaboration: CHROs and legal confront crisis management

There has been exponential growth in the field of crisis management over the last several years. Crises are understood to have the long-term potential to change the way an organization operates, sometimes threatening its survival or fundamentally changing its stakeholder relationships.

Also read: How Business Leaders Should Respond During Crises

Crisis management, accordingly, helps organizations survive these events. Gone are the days when crises were limited to emergencies and disasters that left a physical impact on an organization. Now included are so-called “soft crises” that may not result in physical damage but nonetheless have a lasting impact on a company’s brand, reputation and employee morale. Here are ways that the chief human resources officer and legal counsel work together to see crises to successful ends.

Crises are typically unplanned, are hard to manage and unpredictable. Experienced leaders, including CHROs, know they will happen, but the who, what, where, why and when are normally unknown. Consider how your organization would deal with these events (all based on real crises):

1. Your chief executive officer, who has overseen a period of marked profitability, is caught in a consensual relationship with an employee that reports to her. Your company has a policy that prohibits such relationships.

2. In the wake of a New York Times story about your company paying millions of dollars in exit packages to male executives accused of sexual harassment, thousands of your employees around the world walk off the job in protest.

3. Two of your employees who are responsible for preparing fast food upload a video on social media showing one of them doing vile things to the food in one of your kitchens.

Events like these pressure-test an employer’s crisis management readiness. They pose serious risks, such as loss of consumer, retailer and investor confidence; government fines and sanctions; recalls, litigation and claims; loss of employee morale and focus; and in some cases, high turnover. The value of crisis management is to minimize these and other negative outcomes. The end goal is business sustainability.

Also read: A Leader’s Guide to Effective Communication Under Pressure

Managed effectively, crises require leadership teams to do several things carefully and with deliberate speed:

1. Detect that the incident has reached crisis status, determine its severity, and communicate quickly and transparently with stakeholders, both external and internal.

2. Investigate the matter thoroughly to understand the cause, disclosure obligations, and other responsibilities the organization may have.

3. Take steps to contain the damage from the crisis and prevent its immediate recurrence;

4. Start the process of business recovery.

5. Learn how to prevent the next crisis of this type — stakeholders may forgive the company’s first crisis but they rarely forgive the second of a similar nature.

So, what roles should CHROs play in this process? During the detection and initial response phase, if a crisis is by nature an HR issue, CHROs should work closely with the company’s counsel. Together, they will understand how a problem impacts internal stakeholders, know the policies that are intended to address the problem and be the most familiar with how those policies have been enforced enterprise-wide. Hopefully, they will have helped establish and refine the HR component of the company’s crisis management plan, including identifying triggers that turn an incident into a real crisis, giving the company a helpful head-start when the crisis hits.

Also read: Repairing the Downed Lines of Workplace Communications

Even if the issue is not an HR problem, CHROs are needed to provide an initial response to employees, as they will know the most effective ways to reach hundreds or thousands of employees at or near the same time.

For crises that are triggered by events like a government subpoena or pre-dawn raid, preparation is key. Working with company counsel, CHROs will know what can and cannot be ethically communicated to employees in the initial response phase.

For example, while companies can never tell employees to refrain from speaking with the government, they should always inform employees about their rights if the government approaches them for a voluntary interview. Understanding the difference between the two is important.

During the investigation phase, if the crisis is primarily an HR issue, the CHRO should work with the company’s crisis management team leader (often the CEO or COO) and its counsel to quickly understand the problem — how it happened, who is responsible, and whether any company protocols or controls were bypassed. If the problem is the result of the actions of one employee or a small group of employees, the CHRO and legal team must assess supervisor and managerial responsibility — did they know about the employee’s actions, did they profit from them, and, if they didn’t know about them, should they have known?

In the containment and damage control phase, CHROs will play a pivotal role in deciding employee corrective actions and working on extended internal communications with employees. When the crisis is especially severe, CHROs are also central in retaining talent and helping employees who are facing hardships because their jobs are impacted. This phase may require CHROs to work with the company’s legal team to manage employee litigation and respond to regulator scrutiny.

During business recovery, many employees may experience a range of emotions, including fear, shock, panic, anger, hopelessness and trauma. They will need help getting back on their feet and CHROs have an important role in helping them get there. CHROs can facilitate internal discussions addressing employee sentiment, creating safe spaces where employees can openly express their feelings and still go back to remaining productive employees. In this phase, CHROs will also serve as stewards over needed cultural improvements.

Lastly, in the learning phase, CHROs should play a leading role in determining how to prevent similar HR crises in the future. Here, a deeper root cause analysis is important. How did the problem happen, did the controls work as the company intended, and if not, why not?

Even if the crisis was not an HR problem, CHROs should still lead the assessment of how to mitigate the effects of future crises on the company’s employees.

May 1, 2019June 29, 2023

How Business Leaders Should Respond During Crises

When Hurricane Maria hit Puerto Rico on Sept. 20, 2017, HR consulting company ADP jumped into action to support its 36 employees living in the U.S. territory. crisis communication

In the event of a major emergency that impacts its employees, ADP conducts associate safety and welfare checks, which involve an emergency notification system that reaches out to workers via call, text and email to ask if they need assistance, said Zona Walton, senior director of global business resiliency at ADP. Her team achieves 100 percent response in these instances, no matter what it takes. In the event of Hurricane Maria, though, ongoing power outages made these safety checks more challenging and involved search and rescue efforts.

“It can take us hours, it can take us days, and it can take us weeks,” she said. In Puerto Rico, it took several days to locate all employees around the island. “We’re continuing to support Puerto Rico, and we probably will for quite some time, just because of the devastation on the island and the needs of our associates we have there,” Walton said at the time of publication.

ADP provides whatever the workers need, particularly MREs (meals ready to eat), water, flashlights and batteries, but they can also support employees financially. Through its ADP Cares fund, its employees make donations, which are then matched by the company. These funds are available as donations to workers in crisis. Financial support and outreach from employees — particularly in the aftermath of Hurricane Maria — have been incredibly heartwarming, Walton said.

“We see that from one event to the next,” she said.

Balance a corporate statement between acknowledging the tragedy but not panicking.

Walton said her team has activated crisis management for 12 events between Aug. 1 and Nov. 2 of 2017. These events have included hurricanes, wildfires and terrorist attacks that could affect the safety of their employees. Her team had to account for about 8,800 ADP workers.

Walton has seen an uptick in crisis management, partly due to an increase in terrorist attacks and extreme weather events, and partly due to an increased emphasis on employee safety and security, both at ADP and at companies as a whole.

“This is an evolving space,” said Trusha Palkhiwala, vice president of global HR services at ADP. “I think companies are trying to figure out where their right role fits.”

Sharing Sympathy

Although the humanitarian efforts in Puerto Rico have largely been about the physical safety of workers, other tragedies can call for emotional support, Palkhiwala said, leading ADP to communicate their employee assistance programs or even bring counselors to offices.

ADP CEO Carlos Rodriguez also reaches out in some cases. Without sharing political views, it’s normal for him to express sympathy for victims, Palkhiwala said.

Another CEO advised to take a similar approach to corporate communications. If it’s the CEO’s personality to contact employees or the company as a whole in the aftermath of tragedies, then they should, said Adam Ochstein, founder and CEO of StratEx, a Chicago-based human resources software company. However, if they don’t usually make a statement, doing so could come across as panicked.

And communication doesn’t have to be from the CEO, necessarily. “Whoever is kind of like that culture cop for the company should be the one that’s writing or driving the message on it,” he said. At a large enterprise, this could be a supervisor for a department or region who then accesses corporate resources such as EAPs. Also, it’s crucial to communicate these services in common areas, such as the company break room or portal.

Ochstein suggested balancing a corporate statement between acknowledging the tragedy but not to panic. “We’re not putting our heads in the sand. At the same time, we also don’t want to get everyone panicked either, but let’s talk about this, and let’s share how we’re all respectively feeling about it.”

“It’s OK to come across as vulnerable, upset and to show your humanity.”

— Adam Ochstein, founder and CEO of StratEx

As an example of how not to respond after a tragedy, he cited New York Gov. Andrew Cuomo’s statement about the Oct. 31, 2017, terrorist attack in New York City, which left eight people dead and 12 more injured. “The reaction by New Yorkers, as evidenced last night, this morning, people got up, they went to work, children went to school, and that’s what makes New Yorkers special. That strength. That resilience,” Cuomo said.

Ochstein liked Cuomo’s business-as-usual attitude, but if the statement “doesn’t have an empathetic chord struck along with that tough New Yorker bravado, then it comes across as cold and insensitive and callous,” he said. “One without the other causes issues. If I’m too mushy, then no work gets done and you paralyze people. If I have too much of that bravado, then I’m seen as insensitive and callous and unkind.”

In events that impact workers the most, Ochstein suggested business leaders post a blog, have a town hall session and have opportunities for the company and its employees to give back to their communities.

Additional advice from Ochstein includes expressing that an event is impacting them. “It’s OK to come across as vulnerable, upset and to show your humanity,” he said.

Ochstein also advised business leaders to be as prepared as possible ahead of events. In instances of natural disasters that are predictable, preparation is feasible. “The unnatural tragedies, unfortunately, there’s been a lot of those over the last several years, so sadly, we’re getting good practice,” Ochstein said.