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6 A CUSTOMISED, VIRTUAL FLASH CARD FOR MANAGERS  Continued from previous page situations  How to keep technology current  How to maintain reliable ICT systems, equipment, devices and software  The best fits for key tasks in the organisation at all times, including crisis times  Crisis communication methods and techniques  The risks of Social Media as communication tool  How to communicate at all levels and under varying circumstances  Know themselves — strengths, weaknesses and vulnerabilities  How to stay well, especially during crises — physically, psychologically and emotionally  How to function as informal coaches and trainers  Where their comfort zone lies and what is genuinely beyond their competence  How to celebrate incremental team successes and pivotal successes  How to create and maintain a culture of performance and accountability  Why it is important to rely on influence and not authority  The best ways of showing appreciation to different team members  Relevant laws, regulations and rules and recent changes RESILIENT LEADERS DO — ALWAYS  Prepare their minds for hazards and risks  Adapt to changes in the work environment or the mission of the organisation  Achieve Goals and Objectives that generate desired results  Set, oversee and maintain the requisite standards of work  Prepare and keep these matters current — policies, procedures, practices, staff records  Listen actively — communicate — not just talk  Show respect for all persons  Show empathy and provide professional support  Respect confidences (if shared by team members)  Make adaptations for differently-abled staff  Watch that body language aligns with messages being sent  Modulate voice to ensure appropriate tone  Collaborate and cooperate in a structured way with strategic partners  Share only hazard and risk information with the team  Provide psychological support  LEAD their teams  Pull and not push  Manage procedures, systems, processes, activities, events  Continues on next page

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