In this specific situation, which is certainly reactive, I would first focus on “damage control” — putting out the fire which, in this case, it would be Mosca’s interruption. The article describes the feeling behind the interruption as, “The anger in Mosca’s voice grew as she went on.” Mosca used the word “we” a great deal when presenting her views. Immediately, I would give each employee individual praise in front of the group, thank them for their patience and then move onto “knowledge is power” (briefly explained in my first paragraph) which is part of appropriate crisis intervention. Before jumping into the game plan, I would discuss staff support, the importance of knowing your limit, and methods to prevent burn-out.
Laying out a game plan would come next which includes clearly defining the end result (the goal) and how each person plays a part (roles, duties, responsibilities) in the larger picture. After laying out the game plan, I would then open the floor for a Question and Answer session. Closing the staff meeting, I would remind staff of my open door policy and schedule a special meeting for department heads to discuss staff support. By scheduling the meeting in front of the entire staff, the subordinates know that I am making an effort towards creating a better environment.
Incorporating ideas from a fellow student’s experience, Lawless should use the agency’s intranet to create a “financial crisis” page that would contain the following elements: updates, seniority lists, facts/figures, a transcript of the Q/A session (from the staff meeting), and a discussion board. Last but not least, Lawless should follow-up with each employee, individually, to give them an opportunity to ask questions and share their concerns.
And I leave you with one of my favorite scenes from the Harry Potter movie series…