Heidrick Consulting From blame to gain: Leading with agility in a crisis The COVID-19 crisis A crisis can bring out our best and worst instincts. On the positive side, we see many people, communities, businesses, and officials banding together to cope, problem solve, support underscores the need their communities, and find innovative ways to respond to the current COVID-19 crisis. The US Congress overcame all their bickering and finger-pointing to pass desperately needed for leaders at all kinds of legislation, as have many other legislatures around the world. There are great stories about organizations to avoid individual and collective heroics, such as the Seattle community turning soccer fields into space for hospital beds and 400,000 people in the United Kingdom signing up, in less than 24 blame and lead with hours, to volunteer. People are volunteering to make masks, crowdsourcing medical supplies, delivering food, and participating in clinical trials for a vaccine. The medical community is adaptability, resilience, putting all hands on deck, including retirees and medical students. Governors and local leaders are scampering and being resourceful to secure or produce desperately needed medical learning, and foresight. equipment and supplies. On the other hand, we see far too much evidence of the urge to blame. President Trump is blaming China and Obama, while Democrats are blaming the Trump administration and Senate Republicans. States blame the federal government and vice versa. Many in Spain and other European countries are blaming leaders for not moving faster. Even in Scandinavia, which is known for harmony, Sweden, Finland, Denmark, and Norway have responded differently and are playing the blame game. While Denmark and Norway quickly adopted tough measures, Sweden and Finland were accused of being too lenient or too late, causing acrimony within and across the Nordic states.1 Unfortunately, the deep-seated blame instinct gets in the way of moving with the required speed and adaptability. 1 Alexandra Brzozowski, “Norway takes ‘most far-reaching measures ever experienced in peacetime’ over coronavirus,” March 15, 2020, euractiv.com; and Pekka Vanttinen, “Sweden ready to be ‘tougher’ as it bans gatherings of more than 50 people; ski resorts will remain open and after-ski parties closed,” March 13, 2020, euractiv.com. From blame to gain: Leading with agility in a crisis Blaming versus agility Much has been written in politics, business, and psychology about the seemingly inevitable blame game as well as the critical importance of taking personal responsibility rather than finger-pointing. In the current crisis, literally and figuratively, we can’t fight an invisible enemy and there is no flight due to border and transportation shutdowns. Therefore, we are particularly prone to blame. A blame culture leads to fear of mistakes, risk aversion, putting your head in the sand, and inaction. A blame culture leads to fear of It undermines transparency, erodes empowerment, stalls innovation, and stifles learning. It slows mistakes, risk aversion, putting your the fast, focused, and flexible response we need. head in the sand, and inaction. Leaders responding to the current crisis cannot afford to be distracted or nonproductive—because It undermines transparency, of blaming others or for any other reason. Instead, they must be remarkably agile to break free of erodes empowerment, stalls old mental models and politics or business as usual. They must be role models of accountability, collaboration, transparency, and urgency to learn and adapt fast. innovation, and stifles learning. Agility in crisis management Our research on organizations and leaders who accelerate their performance in a volatile and Agile leaders pivot faster, adapt uncertain world indicates that agility separates the best from the rest.2 Such leaders pivot faster, smarter, and look forward adapt smarter, and look forward rather than backward when in crisis mode, which serves as an rather than backward when in antidote to paralyzing blame. We are seeing agile, responsive, fast, seamless, and purpose-driven leadership across our societies. crisis mode, which serves as an antidote to paralyzing blame. In business, note how quickly Jeff Bezos and Amazon shifted operations in its distribution centers to provide supplies needed in the crisis,3 or how Amazon Care is now doing delivery and pickup of at-home COVID-19 test sample kits in hard-hit Seattle.4 Zoom has offered its platform for free to primary and secondary schools.5 Grocery stores around the world are offering early-morning openings limited to senior citizens and increased delivery options for those who are homebound. And Inditex, owner of the fast-fashion brand Zara, is deploying its factories and logistics teams to enable the Spanish government to provide critically needed masks for patients and medical workers alike. Inditex leaders promised to produce 300,000 surgical masks within a week of its announcement and said it “will make a delivery at least once a week.” 6 Agile leaders demonstrate four distinct skills in times of crisis: adaptability, resilience, learning, and foresight. 2 For more on the research underlying this article, see Heidrick & Struggles, “Developing leaders for the 21st century: How leaders can mobilize, execute, and transform with agility,” February 8, 2018, heidrick.com. 3 Eugene Kim, “Amazon to stop accepting all products other than medical supplies and household staples to its warehouses amid coronavirus crisis—read the memo it just sent to sellers,” Business Insider, March 17, 2020, businessinsider.com. 4 Christina Farr, “Amazon will deliver and pick up at-home test kits provided by new coronavirus program in Seattle,” CNBC, March 23, 2020, cnbc.com. 5 Alex Konrad, “Exclusive: Zoom CEO Eric Yuan is giving K–12 schools his videoconferencing tools for free,” Forbes, March 13, 2020, forbes.com. 6 Brooke Bobb, “Zara owner Inditex will donate masks for coronavirus patients and health workers in Spain,” Vogue, March 18, 2020, vogue.com. 2 DiverseHeidrick region, & Struggles inclusive workforces: Diversity and inclusion policy and practice in Asia Pacific Adaptability: Shifting priorities quickly due to rapidly changing Critical steps for adaptability in a crisis external and internal dynamics Adaptive leaders instantly shift their frame, plan, and priorities in the face of crisis. This means sizing Shift the frame. Brainstorm with up the situation quickly and accurately versus engaging in denial, blame, and distraction. We have others virtually to consider how to all witnessed in real time the slow response from the Trump administration and many politicians in shift old mental models to new ones. moving the United States from a political into a crisis mode, a pattern that has played out in many European countries as well. It has taken many large hospitals, businesses, cities, and states far too Deliberately challenge long- long to shift gears, stop business as usual, and move to a full-scale war footing. Telemedicine is standing assumptions and finally taking hold, and resources are being converted. Consumer-facing businesses are shifting to conventional wisdom in your home delivery. Despite these efforts, the lost time, tragically, will translate to lost lives. team or organization by asking Adaptive leaders step above the fray, recognize the scene has shifted in fundamental ways, and break the team to list the operating out of old mindsets to launch new business models, ways of working, and just-in-time innovation. assumptions that must change. In response to the COVID-19 outbreak, Singapore’s government, for example, speedily closed borders and deployed significant resources, in terms of people and technology, to tracing the Deploy a devil’s advocate to contacts of people diagnosed with the virus early, which is widely thought to have slowed the quickly encourage contrarian, spread of the virus there. And, like Inditex, companies around the world have shifted their focus diverse alternatives and to help fend off the viral disease. To help pump up the dwindling supply of hand sanitizer in views and creative ideas. France, LVMH has repurposed some of its perfume facilities to produce disinfectant.7 British Prime Minister Boris Johnson, who was himself diagnosed with the virus at the end of March, is speaking to engineering firms to explore if and how they can shift production to making ventilators for the Value speed over perfectionism. National Health Service with a wartime spirit and urgency. Uber and Grubhub are delivering food Waiting to get all the software just and supplies with cars and drivers that are safe, clean, and antiseptic. Pharmacies and liquor stores, right and dotting all the i’s and essential services in a crisis, are making deliveries or offering curbside pickup. crossing all the t’s slowed large bureaucratic hospital systems from moving faster to telemedicine. Adapt your leadership style to Adaptive leaders step above the fit the crisis. Listen, support, and fray, recognize the scene has shifted be empathic while being bold, decisive, and action oriented. in fundamental ways, and break This is not a paradox; it is a out of old mindsets to launch new necessary balancing act. business models, ways of working, and just-in-time innovation. 7 Leila Abboud, “Inside the factory: How LVMH met France’s call for hand sanitizer in 72 hours,” Financial Times, March 19, 2020, ft.com. 3 From blame to gain: Leading with agility in a crisis Resilience: Bouncing back from setbacks Critical steps for resilience in a crisis and failure This crisis tests the character, values, determination, and larger purpose of leaders. Can you link Mind your leadership shadow. your actions to a core mission related to your purpose? Current data from China, Singapore, South Everyone is taking cues from the Korea, Italy, and now even some areas in the United States seem to show that if leaders are clear, leader, so stay positive but real. Be consistent, resilient, determined, and persistent in their response to the virus, the spread and increase transparent, as your team will be of cases will slow.