How Leaders Can Keep Their Cool in a Crisis

When it comes to a crisis happening, the question seems to no longer be “if” but “when.” By their very nature, crises put things in a whirlwind and emotions run high. So it’s imperative that leaders keep their cool and make smart decisions. Executives who have had to successfully navigate crises of all kinds warn that you can’t pick your crisis. The first thing to know is that you need to expect the unexpected. When the crisis does hit, the first hours are essential. The usual response is for the CEO to huddle with his or her legal counsel and communications team. The focus is typically on assessing legal risks and figuring out how investors and the media will react. But there are other constituencies that need to be considered, too. Customers, employees, and partners are watching to see how the company reacts. Are you being transparent? Are you taking responsibility? Are you living up to your own mission and values? You might not be able to control what people say about you. But there is one thing you can control: yourself.