Whilst it may seem that the pause button has been pressed for many over the last months, the easing of lockdown restrictions and the gradual return to work may allude that life is going back to normal. What is normal though? Most experts agree that whilst the current situation regarding COVID-19 seems to have stabilised and may be improving, the possibilities of a second wave or future regional restrictions being imposed means that it is likely that implications from this crisis are not going to go away for a long time. We are heading to a new normal.
The Current Situation
We have been through months of volatility, uncertainty, complexity and ambiguity, this will continue as not only is the virus still alive, but we are also overlaying additional complications as we try to return to normal. Though we actually head into further uncharted territory, leaders should understand:
Environment - The world has changed significantly and whilst COVID-19 may appear to be an environmental or natural phenomena, it is actually a socially driven problem. For this reason organisations need to understand how it is affecting behaviour and the wider economic implications. We have to accept there will be a balance between social response (lockdown, isolation, distancing) and economic recovery (the rate of business operations). This balance will be perceived differently depending on where people sit on that risk continuum.
Customers - Due to the above, there will be more diversity of attitudes and actions between people, so even more potential for differences of opinion or disagreement between customers and businesses. Organisations should anticipate that customers in the new normal will expect and need to see higher standards – not just of hygiene – but also of leadership, communication and service to be able to trust their new environment. Customers will be looking for signs of these, so to rush back to business as usual and operate with flaws, will be noted by your customers and may be exposed or exploited by competitors. People will spend money on the things they either need or value, but their decisions will now be based on their perceived ability to obtain those products and services without taking unnecessary risks.
Team - Organisations should try to understand how much the stress may have affected staff; as individuals and not just the uncertainty around work, then try to minimise their additional pressures. The team will need time to adjust to the new working regimes and procedures. Trusting and giving employees a sense of being valued will help them forge their own way through the new unknown. More than anything, when employees feel supported by their organisation they will be far more resilient and loyal to their leaders and the business.