Facing community crises at any time is difficult. When there are ‘concurrent crises’ it makes it even more challenging and complex to respond and engage.
Community members can feel disturbed, frightened or anxious. At the same time, organisations are also grappling with how to adjust, change and continue to move forward. There is value in continuous connections.
There’s a need for us to continue to talk, solve problems and build understanding whilst we are grappling with this current environment.
In our first session of our new Continuous Connections webinar discussion series, we explored how to connect with communities during COVID-19 without appearing ‘tone-deaf’. We had an overwhelming response to the session, so we’ve developed a free resource summarising the 10 key skills we shared during the discussion.
Finding pathways to continue to talk, solve problems and build understanding is important and valuable. But only if done well.
Everyone in our community is feeling the impacts of the COVID-19 pandemic. And, on top of this ‘new reality’, there are pockets of communities around Australia and the world who are experiencing their second or third traumatic event in as many months.
On top of all this, organisations around the world are grappling with a dilemma. How can they continue to move forward with their work and their projects in this environment? Not only does the work need to continue, but staff want to feel helpful and stay productive. There are additional layers of complexity to consider, as organisations experience internal change and transition entire teams to a remote workforce.
Continuous connection is vital and finding pathways to slowly build your own skills and those of your community is key.
10 TIPS FOR ENGAGING THROUGH DIFFICULT TIMES & HIGH ANXIETY
How do you engage effectively during these challenging and testing circumstances with people who might be experiencing a mixture of high emotions?
1. Plan, plan and plan
Invest now and set yourself up for an effective engagement process going forward.
Poor planning at the best of times makes for bad, even damaging, engagement. Not only will your processes not work, you may even set the project and organisation back several months or years in terms of reputation and relationships.
Take the time to understand what is happening to your community - research, enquire and reach out.
Invest time in a reset. Plan forward strategically - you may need to adapt your approach and align your team.
2. Slow down
Rethink, readjust and avoid rushing ahead
Readjust timeframes if needed - what needs to happen now and what could pause?
Be cautious about moving to implementation, it may take time to return to a ‘new normal’ post event, and delivery may not be appropriate amidst confusion and disruption.
Consider different cohorts and their circumstances - some will be ready to engage and take action, others won’t.
Slow down your engagement - flex around people’s needs and give them time to adjust.
3. Get comfortable with emotions
Embrace and work with emotions (even if it’s not your normal mode of operating).
Understand fear is normal, but it isn’t ‘just’ fear - it is a family of emotions ranging from apathy and concern through to denial.
Don’t try to ‘save’ people from their emotions - emotions are part of being human and help us build resilience.
Get ready for the long haul - emotions will pop up continually and impacts can be felt for decades.
4. Acknowledge it
Recognise what is happening and what people are feeling.
Over the next year or two, you are going to need to notice, listen and acknowledge.
Acknowledge emotions - it helps people carry them.
Remember to be an engagement practitioner, not a counsellor. Just don’t ignore or dismiss what people are feeling.
Recognise emotions before you ‘park’ them - once acknowledged, people can concentrate on something else meaningful.
5. Language and tone matter
Words and how you use them are key
Don’t say ‘I know how you feel’, instead reflect on what you’ve heard people tell you.
Change and adapt your message - the situation (and peoples’ emotions) will shift.
6. Some things will need to stop
Not everything is appropriate right now
It’s okay to delay or stop sometimes - some projects shouldn’t continue.
Warning - meaningless engagement is even more dangerous right now. People will get annoyed if you don’t offer influence, and the promise you make is important.
7. Help people do something proactive
People want to make a difference
People want their time well spent - even more so during a crisis - and many will be looking to influence something or take action.
Move people to action at the right time - provide activities that create meaning and movement when the ‘danger’ passes.
8. Provide internal advice fearlessly
Draw on your strategic skills and relationship building expertise.
Strategic people need to step up, and that means engagement practitioners. Provide frank and fearless advice to leaders.
Work with your ‘buddies’ in communications and combine forces - but don’t think communications is all that’s needed, relying on ‘inform’ only is a risk.
9. Break your engagement down
‘Chunk’ your process into manageable pieces.
Don’t exhaust participants - keep online sessions short, interactive and purposeful, (because screens can be tiring) and don’t talk ‘at’ people for too long.
Manageable chunks are key - break activities into discrete components and provide options that can be done synchronously (together) and asyncronously (separately).
10. Remember, you’re experiencing this too
Recognise that everyone is feeling the pain.
Everyone will be hurting - your colleagues, your boss, even you. ‘Anticipatory grief’ linked uncertainty affects behaviours and capacities. Recognise and sensitively manage your own emotions, and you’ll be more empathetic and better able to engage effectively.
We've summarised all the top tips from this post into a handy free download. Perfect for sharing, printing, filing, or whatever you want really!
SUPPORT & TRAINING FOR ENGAGING THROUGH A CRISIS
Are you worried about engaging with people who might be anxious during this COVID-19 crisis? Want or need to engage on something but concerned about appearing insensitive to what people are going through?
We can help you navigate this dilemma and address your key questions including:
When is the right time to engage?
How can we effectively adapt as things change?
What is important to consider and what should we expect from each engagement?
What language is required to help connect and build rapport with communities?
We are offering two different package options:
one-on-one individual mentoring
project team (group) training.
Want more info on our ‘coping with COVID-19’ packages and other online engagement services?
Download our services information pack below.
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