A crisis separates the wheat from the chaff.

The men from the mice.

The leaders from the managers.

Leaders know that communication is critical in a crisis: People need to know what’s going on.

Managers play dead in a crisis. They hide behind their office door, they have one-on-one meetings, they keep staff in the dark.

Leaders show the way out of the crisis, even when there is no map.

Managers follow the rules, even if the rules don’t apply.

Leaders talk of kindness and helping others, even when the walls are falling in.

Managers talk about revenue targets and cost-cutting and self-preservation.

Leaders help the surrounding community. 

Managers lock the doors, every man for himself.

Leaders communicate not just with their staff, but with their customers too, making sure the customer knows it’s supplier cares. 

Managers only communicate with staff, neglecting direct-to-customer communication. 

Leaders fill information vacuums.

Managers don’t know there’s a vacuum.

Leaders get ahead of the crisis, preparing worst case scenario budgets and contingency plans. 

Managers are reactive, constantly adjusting their promises as the situation gets worse.

Managers are adequate in good times.

Leaders are indispensable in bad times.