Sharan Sunner, Managing Director of Seven MediaThere are different types of leadership suited to certain moments and situations. Leading a team that is working on a pitch and driving toward a goal is quite different than what we’re facing in the current moment in the Middle East.
During times of uncertainty, when some staff members may not feel safe, the best thing leaders can do is ensure their people feel supported.
It’s about implementing flexible policies, upholding trust, and drawing on empathy and emotional intelligence.
Managing diverse teams with empathy
We live in a unique global environment where people from many different countries and cultures collaborate, forming a diverse community. At Seven Media, we have more than 130 staff members from more than 30 countries. Many of our staff are from Lebanon and are dealing with two conflicts simultaneously. A lot of people are living away from family or staying alone, which heightens anxiety.
Diversity means that every person will experience stress differently. It also means that we must be flexible in how we approach our policies. Blanket rules and regulations have no place when it comes to personal safety and emotional wellbeing.
Leadership here comes from checking in with team members and deeply understanding their feelings and unique situations. If there is a day of escalation in Beirut, we need to recognise that our Lebanese employees may not be able to work that day. If someone’s child is struggling with online learning, that person may need to miss a meeting or have a deadline extended. Flexibility and the ability to adapt to change are key.
Psychological safety is not a ‘soft skill’
Much of what we’re talking about is what leadership experts call ‘soft skills,’ but there’s nothing soft about leading with empathy.
If leaders are doing their job properly and having open conversations with staff about mental health, it is challenging. Many of us were not raised to deal with our own emotions or those of others and it can feel awkward at first, but it’s important. I would much rather have a team member show their true emotions and be honest about their anxiety than have them suffer in silence.
If your team knows that they can come to you for help and you will provide support and resources when they’re challenged emotionally, you know you’re doing your job well as a leader.
Open and honest conversations, and empathetic leadership work best when employees have high levels of trust.
We have found ourselves drawing from the COVID playbook over the last few days. During that time, our guiding motto was trust and consistency. Most of our staff have been with us since before 2020 and hopefully trust that we can guide them through this crisis as well.
Leadership at all levels
Empathetic leadership isn’t just about one person setting the tone and pace – there is so much we can all learn from each other during times like these. Over the last week, we have seen the Minister of State for International Cooperation, Her Excellency Reem Al Hashimy, calmly reassuring people across the nation with the following words, ‘you are safe with a leadership that cares for you and will do everything they possibly can to ensure that safety continues.’
We’ve also seen social media posts featuring Emiratis speaking of their pride at residents’ trust and love for the UAE going viral, as well as hundreds, if not thousands, of offers of help from strangers online and in community groups.
Last year was the Year of the Community in the UAE, and this year is the Year of Family. These themes could not be more apt for what we are experiencing right now.
As an agency, there is a lot we can take from the example being set by UAE Leadership, Emiratis and residents across the country. We are a family, and our team members, their families, and loved ones are part of the Seven community.
I know that our staff at every level are leading in their own way to shepherd us all through this time, whether they’re an Account Director, or a Copywriter, or an Intern. Everyone is playing their leadership role.
Leadership that listens more than it speaks
Often, we think of leadership in terms of someone who is loud and extroverted, and those traits do come in handy at certain times, but not right now.
In this moment, it’s about listening more than speaking.
Ensuring our people are functioning and supported is our focus. We have been doing this on a daily basis through check ins with teams and consistent communication across different offices in Abu Dhabi, Dubai, Saudi Arabia and Qatar, via WhatsApp both individually and in groups, and through Slack channels.
As an industry, we have an important role to play for our clients, but we have a greater responsibility to our teams first.
By Sharan Sunner, Managing Director of Seven Media.
