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NEWS
RELEASE

OVERCOMING THE COVID-19 CRISIS

April 2nd, Webinar Recap

APRIL 2020

It has been 3 months since the coronavirus outbreak, first affecting businesses in China, then others around the globe. While businesses and the economy in China are now slowly recuperating from the impact of the crisis, the rest of the world is currently reeling from the pandemic and its impact on businesses. On April 2nd, GloCoach continued with the 2nd part of our webinar series on crisis management and how business leaders in China are dealing with the crisis. This article is a summary of the key points covered during the panel discussion.

Here are the key highlights of what the panelists shared:

Hannah Zhong

HR Solutions Director

As the Asia Pacific HR Solutions Director at Dow, Hannah initially worked very closely with the company’s CMT (Crisis Management Team) to assess the situation and plan the next steps. Customer needs are very fluid during these uncertain times. The situation requires strong support of and close cooperation with all departments to stay agile and responsive when addressing the unique needs from customers. Hannah’s team sent a WeChat-enabled survey to all 3,200 China-based employees to understand each person’s status and location within the first few days. To alleviate employees’ concerns and increase engagement, the company organized several online communication sessions to address any questions. The team also leveraged other tools such as MS Teams and organized activities such as “Did you have an Ergo Moment?” to keep the team members connected during the shift to a remote work environment. Hannah treated the situation as an opportunity for change management. She noted that we are used to seeing changes happening every day; the coronavirus challenge is just a bigger change. It’s important to keep calm, focus on what can be done at the moment, and not to panic.

Elizabeth Espinosa

Founder & CEO

As the owner of a start-up that focuses on elevating the service level of the hospitality industry through training and motivational events, all her work essentially stopped and Elizabeth had to make sure she kept her company agile during the crisis to ensure sustained operations. She had to make the tough decision whether to terminate or delay current projects and events, some which had taken a lot of resources and time to prepare. To quickly adapt to the new environment, Elizabeth leveraged her entrepreneurial skills to seek new opportunities that have arisen. Some clients who were not impacted as severely as others were still in the planning stages seeking for hospitality services; other opportunities, such as elderly care facilities looking for hospitality components also arose. Elizabeth’s team also set up a mentorship program through WeChat, where GMs and senior leaders from the hospitality community mentored over 60 people virtually. This was a great way to raise awareness of their platform and improve morale of the hospitality community at the same time. As a business owner during times like these, Elizabeth mentioned the importance of taking time to assess the business and situation. It is essential to look at facts and numbers objectively, strategize accordingly, and adapt quickly with the team to the new environment. In her experience, it is important not fixate on something that is out of your control and instead think outside of the box and look for new opportunities.

Bing Wan

Partner

When the virus impact first hit, Bing quickly realized his clients’ focus was no longer on long-term strategies. Instead, many of them were looking for short-term help, including obtaining masks. The impact of the virus froze most of Bing’s opportunities and leads, and he had to shift gears to adjust work focus to better leverage the time and capability of his team. One of the actions was to initiate an informal crisis management communication channel with his key clients; not to generate new leads, but to empathize with and support them. This was a great way to establish more trust and a deeper connection, which eventually can lead to more business. The increased communication frequency is also important to make adjustments and align with clients on any changes due to the crisis. Given that more time was available, the second action was to look back at past projects and review approaches and results together as a team. Consultants can be overly focused on new leads and opportunities and not spend much time to review past projects and old leads. The crisis opened up a window for Bing and his team to analyze key learnings and insights, creating a stronger pipeline. Through this discover process, Bing was also able to find a couple of cases related to crisis management which they published as an article and shared with their key clients to create additional value for them and strengthen the relationship.

GloCoach hopes the perspectives shared by the panelists shed some light on how leaders in China are overcoming the Covid-19 crisis. Though from different industries and functions, each of our panelists found a way to cope with the new situation and emerge even stronger from the Covid-19 crisis. Remember to be prepared, stay focused and stay positive.

Webinar Facilitator

David Wang

Executive Coach, Organizational
Performance & Innovation

https://www.glocoach.com/DavidWa