In a Crisis, Great Leaders Prioritize Listening

How leaders navigate a crisis — big or small — has an enormous influence over the impact that crisis will have on their organization, not to mention the personal impact it will have on the people and leadership of that organization, in its aftermath.  The pandemic — a crisis on a global scale — created a series of smaller crises for organizations worldwide. Some floundered at this immediate disruption. Others emerged more resilient than before.

The airline industry was hit hard in the early days of the pandemic and most companies continue to grapple with the fallout — some more successfully than others. Delta Airlines, for instance, earned kudos for its handling of the Covid-19 crisis. Under the stewardship of CEO Ed Bastian, Delta took proactive measures to prioritize customer safety. In 2020, the airline hired U.S. healthcare and research giant, the Mayo Clinic, to advise on virus-related cleaning and ventilation protocols, and in-flight social…

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This article was written by Erika James and originally published on hbr.org