Highly effective leadership is situational. There is no single best way to lead. Effective leadership has always been and will always be situational – in the context of external environmental factors and the totality of the unique challenges facing every organization.

With the concept of situational leadership in mind, I wanted to the answer the following questions:

• What leadership behaviors are most important to be highly effective in an extraordinarily fluid environment such as that resulting from the COVID-19 pandemic?
• What drives leadership success in times of crisis and great uncertainty, for example, when so many businesses are under the intense pressures associated with the COVID-19 pandemic?

The Management Research Group (MRG), a Portland, Maine-based leadership assessment and research firm, has a leadership 360 assessment tool (The Leadership Effectiveness Analysis or “LEA”). I have used the LEA and studied MRG’s research for years. In their research, MRG data indicates three areas that differentiate highly effective leaders versus those who are less effective in dynamic VUCA environments:

1. Connected with People € “ At the top of the list is the need for top leaders and especially CEOs to be connected with their people. In uncertain times, employees at all levels are uneasy. They are worried about the business, their jobs, and their families. They want to know their leaders are being thoughtful in their approach and that they care about their situation and feelings (empathy). People expect their leaders to be convincing when they speak. They want to be heard and included in decision-making when possible. They expect frequent, open, honest, transparent, and straight-forward communications and don’t want to be surprised.
2. Credible and Able to Instill Confidence € “ In times of crisis and uncertainty, people expect their leaders to be poised, credible, cool, calm, and collected. And of course, confident and in control. They want a plan of action that is convincingly presented with clarity they can embrace. People look to their CEO and top leaders to be experts in the business and/or to assemble experts, listen to expert advice, and share the stage. Effective leaders are viewed as being resilient with an ability to make effective decisions and resolve conflicts as they arise.
3. Intellectually Sharp € “ Having a capacity for insightful and effective thinking is an important leadership behavior in all business environments, and is even more important during times of uncertainty. There is a wide range of information to absorb and people expect their top leaders to deal effectively with ambiguity and to be fast learners who pivot as situations rapidly morph. They want a high-level of self-awareness at the executive-level.

Effective leadership is always important, but never have the stakes felt so high. Leaders need to evolve with the times and they need to use the right suite of leadership behaviors to be most effective in the situations they face, yet remain true to themselves and what comes naturally. The very best leaders do not have a single leadership recipe, they change their approach to fit the situation. They have the emotional intelligence and insight to know when and how to adjust their leadership approach.

During times of crisis filled with challenge, people need their CEOs and top executives to lead with compassion, clarity of purpose, and to frequently and clearly communicate a pathway they can embrace.

At no time in recent memory has Maslow’s Hierarchy of Needs been more relevant. Maslow used the terms “physiological,” “safety,” “love/belonging,” “esteem,” and “self-actualization” to describe the pattern through which human motivations generally move. And he asserted that a failure to have needs met at various stages of the hierarchy could lead to mental health issues. Today, most people, even those more fortunate than others, are battling this hierarchy on multiple levels. It is a stressful time.

Outplacement when done well is all about helping people and companies through difficult and stressful times. In a traditional sense, outplacement firms and their career consultants are skilled at career assessment, personal branding, resume development, building a social media presence, creating a job search campaign, teaching networking skills, providing access to recruiting firms, practicing interviewing skills, and helping negotiate the job offer. But these are “table stakes” to be an effective outplacement provider and career consultant. The greatest differentiator -the “magic”-and by far the most important aspect of outplacement in today’s world (and actually always has been) is the skilled career consultant. The professional who meets with individuals after being told they no longer have a job. The person who listens to their worries, fears, and concerns; who allows them to vent, and tells them everything is going to be OK. The professional who picks up people, dusts them off, and changes the focus from job loss to the amazing opportunities in front of them. The professional who says “WOW, your background, skills and accomplishments are amazing.” Who gives people hope at a time of despair. Who sees the positives and possibilities in a world that appears dauntingly difficult to navigate.

Organizational Perspective

It’s nearly impossible to imagine a more stressful time for companies. They are being forced by uncontrollable circumstances to make extremely difficult decisions about their business and to make changes in their organizational structure and employee ranks to best fit into an uncertain future. For many, it is simply a matter of survival. Unfortunately, people and their livelihoods are involved. Fortunately, companies are a collection of people, most of whom are experiencing the very same feelings as people faced with job loss, possibly with one exception -they have a job -at least for now. Most senior leaders, managers, and supervisors have compassion for what is happening in the world and care for the personal and professional situations their co-workers face . They are, however, caught between the proverbial rock and hard place. Do we cut costs now for the greater good of the company and the majority of employees? Do we layoff people or furlough them? What does the future look like? Will we be able to bring people back? What if we furlough people and then have to move to a layoff? Is that a double whammy?

Companies generally have compassion which is why they invest in outplacement services. Nothing says they must; it is not a legal requirement. But most still do. Some offer outplacement because they are committed to being an employer of choice, and most provide outplacement because they know it is the right way to treat people. They do it because the company is a collection of compassionate people. They provide outplacement because it helps people through a difficult time. And they do it because they want separating employees to leave with as fond a feeling as possible, and in case in the future they want to re-hire, recruit a family member or friend. They do it to protect and build their employer brand. They do it to help their separating employees heal and to minimize the likelihood of an angry and unsupported employee retaliating against the company, the employees who remain, and the community.

More than a Business

In today’s COVID-19 world, unemployment levels are approaching and may surpass record highs. From my vantage point -as both an advisor to companies and a champion for their people-at no time in over 30 years as an outplacement consultant, business owner, and industry leader, has outplacement been more important. People are panicked about their livelihood and the most fundamental need to provide for their families. So, in this very emotional time for companies and for employees, a close relationship with an outplacement firm is vital. Clearly, reputable outplacement providers are in business to support their clients’ employees while also providing for their own employees. And, the very best firms have mission-driven leaders and professional career consultants who help companies and employees navigate difficult times. We are in the business of helping people succeed.

For those companies in a position to support furloughed and separating employees with the support and advice of a career consultant, thank you. For those whose financial situation doesn’t allow for such an investment, most of the best outplacement firms have fee-reduced solutions and/or complimentary services to support their mission of helping your people.

Outplacement has never been more important. We are indeed an essential business with essential employees comprised of compassionate career consultants who are here to help.