Say your company is in the middle of a massive restructuring. Ambiguity abounds. Everybody’s stressed.
In a meeting, which leader would make you feel more trusting and resilient?
In my keynotes on Compassionate Agility, I’ve asked audiences all over the world this question. Without fail, Leader B’s approach wins out—usually unanimously.
Why? It’s simple. Amidst change and challenge, teams don’t need vague catch phrases. They don’t need toxic positivity. They don’t need meetings where words are said but nothing is communicated.
No.
They need your humanity. They need you to be courageously vulnerable. They need you to share in the not-knowing. They need you to assure them that they’re being heard. They need your authentic transparency, your calm confidence, and your unfailing commitment to stay connected to them—no matter how stressful things get.
If you’re a leader in the midst of any challenge or change, read on for some very practical tools for solidifying connection, galvanizing performance, instilling resilience, and deepening hope when things feel hard and there’s not much you can share.
Navigating Uncertainty: 5 Essential Communication Strategies
1. Say, “I don’t have all the answers.”
There’s no use covering over your own uncertainty — people know. When you acknowledge out loud that you don’t have all the answers, that things might get messy, that some balls might drop, that people will need to adjust, but that you’re committed to a process of collaborative answer-finding nonetheless — you’re displaying strength, and cultivating trust and resilience in your team.
2. Speak to What You Can Speak To
One of the most effective ways to build trust is by being transparent about what you do know.
Consider reaching out to your own leader to clarify what information you can share with your team. “I need to share something with them, even if it’s small. Are there one or two pieces I can safely relay?” This not only empowers you to communicate more effectively, but also demonstrates that you’re committed to keeping your team informed within the parameters of what is appropriate.
A simple statement like, “Here’s what I do know: [Insert here X, Y, and Z facts.] I’ll keep you updated as I learn more — I won’t hold out on you.” can go a long way in alleviating anxiety.
3. Create Space for Emotions
As leaders, it’s essential to create a safe environment where team members feel comfortable expressing their emotions. Don’t try to fix, save, defend, or set straight. Just ask and listen.
You can say something like, “I know many of you may be feeling anxious about the changes ahead. Let’s take a moment to hear each other out. How are you doing? Really?”
This approach allows team members to voice their concerns and fosters a sense of care and belonging.
But remember, your role is to create the container for these emotions, not to be the container yourself. Witness pain, but do not take it on. You’re a supporter, not a savior.
4. Provide Reassurance of “Withness”
The root meaning of the word “compassion” is “to suffer with.” During periods of uncertainty, being a compassionately agile leader means reassuring your team that you’re in the struggle with them.
It’s a neurobiological fact. Human nervous systems need safe, authentic connection in order to perform at their best — especially when there’s flux.
Communicate your commitment to your team by saying, “I’m with you in this. It’s not easy — I’ve lost sleep too. I promise to keep you informed as soon as I have updates, and I’m here to support you every step of the way.”
This reassurance builds a sense of solidarity, reminding your team that they are not alone in navigating this ambiguity.
5. Ask Your Team to Name Their Needs
All of us need different things to show up well in the face of stress. Ask people to reflect on that. Give them some time — a lot of us aren’t very tuned into our needs.
You can say, “Let’s all take a minute to pinpoint one thing we need from each other to stay strong in this challenging time.”
Then, provide an opportunity for them to communicate it to the whole team. Someone might say, “I need more consistent communication on X topic.” Another person might say, “I need y’all to honor the blocks on my calendar when I’m not available for meetings. I’m really not available!” Someone else might say, “I need to exchange dad jokes in the break room with Raquel every day at noon!” Whatever the needs are, let them be voiced, and have the team commit to working to meet one another’s needs.
The Path Forward: Embracing Compassionate Agility
As we navigate the complexities of leadership, it’s essential to adopt what I call “Compassionate Agility.” This framework encourages leaders to be flexible and responsive while maintaining a compassionate focus. In a world that often feels chaotic, leading with empathy and understanding is crucial for fostering a resilient team culture.
Remember, your ability to guide your team through change with compassion and clarity will not only help alleviate their anxiety, but will also strengthen the trust within your team.
Thank you for your commitment to compassionate leadership. Together, we can create environments where trust flourishes, even amidst uncertainty.