Leading Through Turbulence - How did they do?

Uncertainty is a constant in today's world. As a leader, your ability to navigate these choppy waters and guide your team to calmer shores is more critical than ever. Resilience isn't just about weathering the storm; it's about emerging stronger and more united on the other side.

Today’s business climate proves the point. Economic instability is raising fears of a recession. Major banks are lowering earnings forecasts. FedEx and other industry leaders are warning of weaker demand and rising uncertainty. And rapid shifts in technology and regulation continue to disrupt entire sectors.

In this environment, building resilient teams is no longer optional—it’s essential. This guide provides practical strategies to help you do just that, no matter the challenges ahead.

1. Open Communication – The Foundation of Trust

Open and honest communication is the bedrock of any resilient team. It's not just about sending out updates; it's about creating a safe space where team members feel comfortable voicing concerns, sharing ideas, and providing feedback.

​One notable example of a company that has fostered open communication is Zappos, under the leadership of its late CEO, Tony Hsieh. Established in 1999, Zappos grew into a billion-dollar online retail business while maintaining an open communication culture that inspired employee engagement.

Actionable Steps Implemented by Zappos:

• Regular Check-Ins: Zappos encouraged frequent team meetings where employees could discuss what's working well, the challenges they were facing, and the support they needed.​
  
  

• Open-Door Policy: The company promoted a culture where team members felt comfortable approaching leadership with any concerns, fostering trust and transparency.​
  
  

• Multiple Communication Channels: Zappos utilized various platforms, including emails, instant messaging, and project management tools, to ensure effective communication across the organization.

Research indicates that companies with effective communication programs have significantly higher employee engagement levels. Gallup. Open communication fosters trust, reduces misunderstandings, and allows for faster problem-solving, contributing to overall business success.​

By implementing these practices, Zappos created a workplace where employees felt valued and engaged, leading to higher productivity and a positive company culture.

2. Empathy and Support – Navigating the Human Element

Challenges often take an emotional toll. Recognizing and addressing this human element is essential for building resilience.

A strong example of empathy and support in action comes from Microsoft under CEO Satya Nadella, especially during the COVID-19 pandemic. Microsoft expanded its mental health offerings by providing employees with access to free counseling sessions, mental health days, and wellness resources through its Employee Assistance Program.

Satya Nadella emphasized trust and flexibility, encouraging remote work and allowing teams to set their own rhythms. The company implemented a hybrid work model to accommodate different needs and lifestyles.

Nadella also encouraged managers to express appreciation frequently, and Microsoft made it a point to highlight employee stories and contributions in company-wide communications.

Actionable Steps:

• Promote Mental Health Resources: Provide information and access to counseling services or employee assistance programs.
  
  

• Offer Flexibility: Explore options like flexible work hours or remote work arrangements to support individual needs.
  
  

• Recognize and Appreciate Efforts: Regularly acknowledge individual and team contributions, both big and small.

Showing empathy can significantly improve morale and reduce stress, leading to a more productive and engaged team.

Satya Nadella’s people-first approach was widely credited for keeping morale high and maintaining productivity during a global crisis. His focus on empathy helped foster a resilient and loyal workforce, aligning perfectly with the principle of navigating the human element.

3. Clear Objectives – Providing Direction in Uncertainty

During times of uncertainty, clear goals provide a sense of direction and purpose.

​A notable example of setting clear objectives during economic uncertainty is John Lewis Partnership under the leadership of CEO Nish Kankiwala. In 2023, facing significant challenges due to the pandemic's impact, inflation, and a cost-of-living squeeze, Kankiwala implemented strategies to steer the company toward profitability.

Actionable Steps:

• Collaborative Goal Setting: Involve team members in defining objectives to foster ownership and accountability. Kankiwala involved employees in redefining the company's focus, emphasizing core retail businesses and engaging staff in the restructuring process.​
  
  

• Break Down Complex Goals: Divide large goals into smaller, manageable tasks. The company set clear, achievable targets, such as reducing workforce costs and streamlining operations, to address immediate financial concerns.
  
  

• Regular Progress Reviews: Track progress, celebrate milestones, and adjust objectives as needed. John Lewis conducted ongoing assessments of its financial performance, leading to its first annual pre-tax profit in March after three years of losses, with plans to achieve a £400 million annual profit by 2028.
  
  

Clearly defined goals increase motivation, improve focus, and enable the team to measure success.

By setting clear and measurable objectives, John Lewis navigated economic uncertainties effectively, restoring profitability and aligning the organization toward sustainable growth.

4. Plan for the Future – Build Confidence Through Preparation

In uncertain times, it’s easy for teams to feel stuck in survival mode. Proactively planning for the future helps shift the mindset from reactive to strategic.

In 2008, during the financial crisis, Jamie Dimon, CEO of JPMorgan Chase, exemplified proactive future planning. Anticipating economic challenges, he had his team conduct rigorous stress tests to prepare for potential downturns. This foresight enabled JPMorgan to not only weather the crisis but also acquire Bear Stearns, strengthening the bank's position.

Actionable Steps:

• Scenario Planning: Regularly assess potential economic shifts and prepare response strategies.​
  
  

• Stress Testing: Evaluate your organization's resilience under various adverse conditions.​
  
  

• Strategic Acquisitions: Identify opportunities that align with long-term goals, even during challenging times.

When people know there’s a plan—even if it changes—they feel more in control. This builds team confidence and reduces panic during unexpected events.

5. Lead by Example – Model the Behavior You Expect

Your actions speak louder than words. Teams look to their leaders for cues on how to behave, especially under pressure. 

A notable example of leading by example is James E. Burke, former CEO of Johnson & Johnson, during the 1982 Tylenol crisis.

Actionable Steps:

• Be Transparent: Share what you know (and what you don’t) with honesty. It builds trust. When seven people died after taking cyanide-laced Tylenol capsules, Burke promptly informed the public about the situation, demonstrating honesty and openness.
  
  

• Stay Calm Under Stress: Take a pause instead of reacting emotionally. Your tone sets the standard. Amid widespread panic, Burke maintained composure, guiding the company through a methodical response plan without succumbing to external pressures.
  
  

• Show Up Consistently: Demonstrate reliability in meetings, communication, and follow-through. He led daily meetings to monitor the crisis, ensured clear communication with all stakeholders, and oversaw the recall of 31 million bottles of Tylenol, showcasing unwavering commitment.
  
  

Resilient teams are built on trust, and trust grows when leaders show consistency, humility, and integrity—especially when things get tough. Burke's exemplary leadership not only protected consumers but also preserved the integrity of Johnson & Johnson, reinforcing the importance of trust and responsibility in corporate practices.

6. Promote Personal Growth – Build Strength from Within

A resilient team is made of resilient individuals. Helping each person grow makes the whole team stronger.

A prominent example of a company promoting personal growth is Blackstone, a leading global investment firm. In 2024, Blackstone launched the Career Pathways program to address hiring challenges and develop new talent within its portfolio companies.

Actionable Steps:

• Offer Learning Opportunities: Give access to online courses, mentorship, or in-house training. Blackstone's QTS data centers initiated the Data Center Academy, designed to find and train candidates for specialized technical roles. This initiative provides participants with the necessary skills and knowledge to excel in the data center industry.
  
  

• Set Personal Goals: Encourage team members to identify one growth goal per quarter. The program encourages participants to identify their career aspirations and align them with the training provided, fostering a sense of ownership and direction in their professional development.
  
  

• Give Stretch Assignments: Let people try tasks slightly outside their comfort zones to build skills and confidence. Participants are given hands-on experience in real-world projects, allowing them to apply their training in practical settings and build confidence in their abilities.

When people grow, they feel more engaged and capable. It also prepares them to handle change with more confidence and flexibility.

Since its inception, the Career Pathways program has employed over 10,500 underrepresented individuals across Blackstone's portfolio companies. At QTS, the program has resulted in over 100 new hires, with significant percentages converting to full-time roles and receiving promotions. These initiatives not only address staffing challenges but also enhance company operations and culture by investing in employee development.

7. Cultivate a Collaborative Environment – Don’t Go It Alone

Strong teams rely on each other. Creating a culture of support and shared problem-solving helps everyone stay resilient.

​37signals, the company behind Basecamp, exemplifies fostering a collaborative environment through several key practices.

Actionable Steps:

• Use Team-Based Projects: Assign cross-functional teams to encourage knowledge sharing and reduce silos. They operate on six-week cycles with small, independent teams, typically comprising a designer and a programmer. This structure encourages direct collaboration and reduces silos.

• Celebrate Small Wins Together: Acknowledge progress openly, even for minor milestones. The company emphasizes the importance of acknowledging progress. They conduct "Heartbeats," which are summaries of the past six weeks' work, highlighting both major accomplishments and minor victories.

• Encourage Peer Support: Create buddy systems or Slack channels where teammates can ask for or offer help. 37signals maintains a fully distributed team across five continents. To foster connection and support, they utilize various communication tools and practices that promote a sense of belonging and peer assistance.
  
  

Collaboration reduces isolation, builds stronger connections, and helps the team face challenges together instead of alone. By implementing these practices, 37signals reduces isolation, builds stronger connections among team members, and enhances resilience in facing challenges collectively.

Leading through challenging times requires more than just management skills; it requires empathy, foresight, and a genuine commitment to your team's well-being. By implementing these strategies, you can build a resilient team that not only survives adversity but thrives in the face of it.