These are uncertain times for all of us. We are navigating uncharted waters and we don’t know what the future holds for us at work or home.
Our industry has and will be heavily affected — for some of us, business has increased as travelers choose general aviation over commercial airlines; for others, business has slowed as travelers stay home and cancel trips.
It is a very challenging time for all of us and our industry.
However, this is not the time to think only about budgets and revenue, milestones or KPI’s; this is the time to think about people — our team members, co-workers, customers, visitors, support staff, family, community…. Everything right now needs to be about people. We will get through this, and when we do, people will not remember what was done but how it was done. Employees will remember how they were treated by their companies and managers during this difficult time. Customers will remember the customer service, the flexibility and the understanding they received. If we are effective in putting people first during this challenging time and being sympathetic leaders, it will build exceptional customer and employee loyalty.
Many operations and businesses have already implemented reduced working hours, staggered shifts, skeleton crews and remote working to allow for increased social distancing and changes in normal work volume/traffic. How is this affecting your team members and customers? Our industry thrives with change and the need for us to remain flexible is more so now than ever before. Helping your teams and customers stay healthy, safe and secure is what matters now.
Uncertainty can create anxiety for many. This anxiety can cause someone to become snappy or irritable. Some people who are isolating at home may miss the social connections and feel lonely. The need for compassionate and empathetic leadership is critical now. As a leader you must maintain morale and positivity amongst your team, and be supportive and understanding. This is a time to become personal and to learn more about the people around you — to show them that you and the company care about them.
In these unprecedented times, over-communication by leaders is vital. No one has all the answers right now but don’t try and candy coat things and make promises that can’t be kept or set unrealistic deadlines; now is the time for honesty, so don’t be afraid to tell your customers and your team what you don’t know. Similarly, encourage your team and co-workers to avoid speculation and instead direct them to reliable sources of information.
We are social creatures and lack of contact with team members can start to etch away at engagement and motivation levels, so check in regularly with your remote team members or those on a shift which does not overlap with yours. Show them that you are there for them and that you care. If team members are distracted or falling off track, gently guide them back.
Finally, these times also require self-compassion. We can often be our worst critics, but now is the time to be kind to yourself and recognize your strengths and positive qualities.These are unprecedented times and now, more than ever, we need resilient and compassionate leaders who prioritize people and are not afraid to face and prepare for the uncertain future we all currently face.
Our industry has always excelled and improved in the face of challenge and change. As you work to swiftly and effectively meet the needs of all of your stakeholders, please know that ServiceElements is available to assist with leadership coaching — free of charge — if we can help in any way; please let us know.
Karen Davies has been with ServiceElements for six years and has more than 25 years of diverse aviation experience, including scheduling for a Part 91 flight department and customer service within a repair and overhaul facility. She has served on the NBAA Schedulers and Dispatchers Committee, holds an Aircraft Dispatcher License, is a Certified Aviation Manager and a Certified Coach and has a Masters in Project Management.
