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" ... 3. Overcommunicating: Consider the pace and cadence of your communications. Depending on the crisis, there might need to be daily updates. In most cases, however, overcommunicating can escalate concern and lead to increased scrutiny, from the media in particular. And remember that some information is likely to be confidential. Violating employee, patient or student confidentiality opens you up to additional risk. ... "
" ... Another common challenge for dispersed teams involves tool and process discipline. It’s generally much easier for centrally located teams to align around the same tools, just like it's easier to communicate the benefits, train employees on the tooling and discuss metrics of success or areas for improvement. Centrally located teams can solve many problems with hallway conversations and physical colocation that dispersed teams simply cannot. Dispersed teams can address this by meeting at regular times, fulfilling documentation requirements and communicating (or even overcommunicating). You can help solve this problem by using video conferencing tools. ... "
" ... Cindy Davis: As you can imagine, for a retailer, we’re in a unique situation and our absolute first move was to keep our customers and our associates safe. That meant temporarily shuttering our stores, something that most retailers are not prepared for, and there wasn't really any kind of roadmap. It took some dedicated, committed people coming together every day to try to navigate these waters, which was hard. The three things we really kept in mind was one, let's think about our associates, two, focus on our customers to meet their needs in a very difficult and challenging time, and three, let's live our purpose, which is to make it easy to feel at home. By approaching this crisis through those lenses, I think the team did an amazing job focusing on the customers and overcommunicating with our associates, daily. That overcommunication was an important part of keeping folks engaged throughout that process. For example, our CEO Mark Tritton does a weekly video message to all of our associates. We realized that nothing was more important during a crisis than that frequency of communication. ... "
" ... Strong leaders are transparent with their staff in the best of times, and employees expect management to deliver on this precedent during the worst as well. Being mindful not to spread unverified information, leaders should verge on overcommunicating throughout the crisis, as trust is built on your ability to deliver steady, honest updates to those who are nervous about the pressing uncertainties. ... "
" ... The innovation and improvements in our business are not what people have a hard time with. Rather, they have a hard time understanding if and how they can and will stay relevant given the changes occurring around them. If that’s the case, then the obvious answer is that I as a leader, and we as an organization, need to do a better job thinking through these very questions and then communicating, and overcommunicating, the answers to team members. ... "