How to Regain Credibility After a Crisis: Essential Steps for Organizational Leaders

As Diana Marszalek aptly states, "Leaders in these moments must embrace a fundamental truth: crises rarely offer the opportunity for resolution on their terms. Instead, when the dust settles, crises become HBR case studies summarizing how they and their organization are perceived by key audiences—customers, regulators, business partners, and employees—for generations." (Crisis Review - Provokemedia))

Understanding the Impact of a Crisis

A crisis can strike any organization, large or small. When a crisis occurs, and news spreads, restoring credibility becomes imperative. Our organizations may offer valuable products or services, but without credibility, leaders can face irreversible damage. An intentional response is crucial.

Ignoring potential fallout is not a viable strategy. A friend once said, "If you bury your head in the sand, guess what part of you is exposed?" This highlights the importance of addressing crises head-on.

Strategies to Address a Crisis

There is a common mindset that suggests, "Get over it," or "Ignore it." This attitude conveys to stakeholders that their concerns do not merit attention, contradicting the very nature of effective leadership. If you're tempted to adopt this approach, consider its pitfalls and potential consequences.

Here are some constructive strategies to help you and your team regain your credibility after a crisis:

1. Seek Counsel

Obtaining counsel is vital. It is important to cover all aspects, including organizational, legal, and financial factors. Seek support from crisis management professionals who can guide you through the complexities of the situation.

2. Conduct a Thorough Review

Take the time to examine the circumstances surrounding the crisis in detail. What processes led to this situation? Identifying necessary changes can help prevent recurrence.

3. Express Empathy

Crises affect people directly. Recognize the impact of the crisis on individuals involved. Understanding and acknowledging their experiences fosters trust and shows that you care.

4. Engage in Open Discussions

Being appropriately open with stakeholders is essential. Transparency can help rebuild trust and show that you are taking the crisis seriously.

5. Invest in Solutions

Avoid adopting a "crisis over" mindset. Focus on what solutions must be implemented to emerge stronger. Every crisis presents an opportunity for growth and improvement.

6. Maintain Accountability

Being accountable to all stakeholders—employees, purchasers, board members, and your organization’s values—is critical. This commitment shows that you value their perspectives and are working to rectify any issues.

7. Adapt Your Leadership Approach

Consider how your leadership must adapt to prevent similar crises in the future. Encouraging a culture of accountability and open communication at all levels can foster a better response to challenges.

8. Execute Your Plans

Finally, don’t simply file away your plans and strategies. Execute them as soon as possible. Demonstrating a genuine willingness to effect change will reinforce your organization’s credibility and help avoid future crises.

Conclusion

Regaining credibility after a crisis requires a systematic approach. Taking these steps can help restore trust among stakeholders and demonstrate that your organization values its commitments. Remember, the phrase "crisis management strategy" underscores the importance of a deliberate plan to tackle and resolve these challenges successfully. Lead with empathy, accountability, and a clear vision for the future.

Michele Aikens