Reach Out, Respond, Reflect

We are living in the most fascinating of moments. We’ve literally lifted entire brick and mortar systems from building-based, face-to face service models to a virtual space nearly unoccupied prior to this situation. I can’t say enough about the incredible work that educators are doing to make this transition. They are reconnecting with students, building community virtually and leveraging tools new to most of them in order to continue learning for children.

Don’t get me wrong, human tragedy, economic collapse and the basic struggle for so many is not a situation to relish in any way. However, it is important to recognize and learn from the ways we have had to adapt our work and move organizations to a virtual space over a matter of days. In the spirit if necessity being the mother of invention, there are important lessons to learn that will help us improve our practice now and moving forward.

In the education space and specifically from a leadership perspective, we’ve moved from the age old focus on three r’s, reading, ‘riting and ‘rithmetic, to an essential new set of three R’s important to consider as we support and lead our internal and external organizational communities: Reach Out, Respond, Reflect

Reach Out

              Can I help you, let me grab that for you, what do you need, what do you want to know?

What do you do in any crisis..from the smallest; like your neighbor is about to drop their groceries on the way in the house, to the biggest; your friend has a tragedy occur in their life? We almost instinctively say let me grab that for you, how can I help, what do you need, let me know what we can do? The ultimate act of care is the first one. The first human expression of concern and care you make is perhaps the most important one. …“can I help you?” says so much about you and your organization.

These questions provide comfort to those in need. The simple act of asking tells those on the receiving end that you care. Two take-aways here: it’s not just about asking. It needs to be about listening too. You really need to be willing to take the feedback, the asks, the needs, and do something with that. Second, follow up needs to be respectful of the ask. You should be willing to follow-through but also be up front about limitations. If my neighbor responds to my “how can I help” question with asking me to borrow a million dollars, I need to be up front about my ability to follow through. The asks that are possible should be done with sincerity and without an expectation for something in return.

I mentioned this last week but it bears repeating…reaching out is also about flipping the communication script. There’s plenty of advice out there about clear and immediate communication. I think it is important to consider exactly what we are communicating and how it meets the needs of our audience.

We usually communicate what we think people need to know. Those pieces of information are important, but how about asking people what they are looking to find out, what are worried about, what are your fears, what are your concerns? Another act of care and frankly respect, is crafting communication that meets the needs of the recipient not just the provider’s need for communicating important information. Craft your communication to combine important information from your perspective with answers to the questions that people have. Again, lots of comfort can be found in having the unknown answered by a trusted source.

On the matter of trust, be willing to say I don’t know, but I’ll try and find an answer. Humility, trust and honesty go along way in every situation, especially in crisis.

Respond

              Act, be bold, do more, take the extra step, follow up directly, clearly and constantly.

Now that you’ve reached out, how will you respond? As yourself, what can your organization do that goes beyond the minimum, how can you do just a little more, how can you embolden your moral mission and put your values into visible practice by being better, doing a little more, doing the unexpected? I’m guessing that this will serve an immediate benefit and have the lasting effect of increasing the capital you have with those you serve.

Make sure that your responses match what has been asked of you. If the neighbor with groceries slipping out of their hands turned to hand you a bag and found you watering their lawn I don’t think they’d be quite as appreciative of your “help.” Be decisive, direct and thoughtful. Consider the limitations of your organization and don’t over promise. Under-delivering can quickly deplete your “bank of trust” with people. Marshal your resources, be prepared to make sacrifices and develop a clear action plan to address the needs that have been expressed to you when you reached out.

Reflect

              What else can we do, what is sustainable, how did we do and how can we improve?

It’s always important to deeply reflect on what you’ve done and measure effectiveness and sustainability. Let’s be proud, acknowledge great acts and significant efforts in our organization and then reflect on what else we can do, how well did we do, how sustainable is our practice and what comes next. That’s right, can you sustain the effort? What do you and your colleagues need to make that happen? Consider changing needs of those requesting your help but also of those providing it. Don’t miss this step. The people working with you are making a herculean effort while managing their own needs, often putting them aside. Be in touch with what you can do to support them and understand their limits. This will help you determine sustainability and make adjustments that may be necessary.

Use these same steps over and over again to make adjustments. Think in chunks. What needs to be done now, then next week, then next month and then next quarter. Don’t become overwhelmed. Do what you can when you can while taking care of yourself so that you can take care of others. If you’re able to delegate, do so. This will help you or someone on your team think about the next chunk while the immediate action plan is being implemented.

Just a thought…rinse and repeat…reach out, respond, reflect…

Take care and best wishes to you and yours for good health.