28th April 2020
Managing with empathy over everything else
Some of us have been around the block. We’ve worked through prior recessions and close encounters with terror attacks. This current pandemic, while completely new and terrifying, is yet another major shift in our new world order—and we’ve come out the other side of these seismic shifts before. But for many young folks in our industry (and let’s be honest, there are quite a few), this may be their first adult encounter with a world disrupted and are feeling completely overwhelmed.
The silver lining in these situations is always about how we come together and support each other through it. With that in mind, I wanted to share some practices I’ve found successful in helping my teams manage through this situation.
It starts with empathy. Empathy is the most critical offering for our folks. Please recognize that everyone handles trauma differently. Some internalize, others need reassurance, some plow through it and deal with it later. So, what can we do to manage the varying ways our people are coping with the situation?
Acknowledge our teams and their feelings
As leaders, we cannot judge, we need to acknowledge our teams and their feelings. This is a real thing. Everyone deserves to have feelings about it. For example, one of my leads starts her status meetings by asking her teams to share a one-word adjective on how they’re feeling. It’s a great way to get a sense check on an individual level and gives her a heads up on the people she may want to circle back with one-on-one.
Recognize that your clients are under extreme pressure as well
The first pass at empathy is putting yourself in the shoes of your counterparts–be it your clients or other partners. For some brands, this is a period where they’ll find themselves looking materially different as a business when it’s all over. They are stressed and overwhelmed just like you. How we support our partners at a time like this shows our true colors as an agency, and makes us more empathetic as a team overall.
"It starts with empathy. Empathy is the most critical offering for our folks. Please recognize that everyone handles trauma differently. Some internalize, others need reassurance, some plow through it and deal with it later."
Danielle Koffer, Chief Client Officer
Allow for flexibility
I was on a new business pitch meeting and one our team members literally had to change diapers mid-sentence. This is our other reality: we are living multiple lives at once whether it’s working alongside spouses, children, pets, or even alone. Giving our team members more flexibility on when they can log on and off allows for better management of the home situation.
Schedule active meetings
For those who can walk outside safely and not close to anyone else, scheduling meetings with clients or team members while walking can be a dual benefit. I have another colleague that scheduled a standing “walking status” with her key client.
Take a mental day when needed
While we are all working harder than ever, it’s more important to schedule mental recharging time. I’ve seen out-of-office notes that say “taking a mental day to recharge.” This is not a luxury in some cases; it’s a necessity. I personally have scheduled some throughout my schedule as a means of self-care.
Please use the employee assistance resources!
Many companies have access to outside help. This is not just window dressing; it’s a real resource. Having someone to talk to outside of the work and home environment can be game changing. I know that within WPP, we’re lucky to have resources such as an employee assistance hotline, video therapy, Mindshare meditation sessions, and more. Frankly, I’ve even thought about calling the hotline on how to deal with my husband who keeps interrupting all my video chats.
"This is the time where relationships are forged on a much deeper level—whether it’s between managers and reports, agencies and clients, peer to peer, or across the industry."
Don’t be afraid to schedule some fun
I’ve already seen Mindshare live baking classes, group fitness activities, game nights - you name it, chances are a team I know has done it. This is not a frivolous thing. It keeps the levity and connects each of us together. Some other ideas if you’re running out: Team mad libs, Karaoke contests, virtual jam sessions for those musically inclined. I've even seen our teams create some very inventive happy hour games.
Be accessible to your people
No matter how busy things get, make yourself accessible to schedule time with anyone that has concerns. I’ve gotten on video chats one-on-one with folks from all levels who just want support and someone to talk to – even if it’s just an ear to vent to.
It’s a good time to be human
This is the time where relationships are forged on a much deeper level—whether it’s between managers and reports, agencies and clients, peer to peer, or across the industry. Let’s not overlook the opportunity to connect because before you know it, we’ll be back in the race.