Insights

Managing Teams in a Sustained Crisis

As the world begins to open up again and work-from-home directives ease, we are facing a brand new and unique challenge: how to return to a “new normal” in a post-pandemic world.

Brie Williams, Global Head of Practice Management for SPDR ETFs, partners with Dr. Leo Flanagan and Dr. Roger Sherman, experts in crisis response management at The Center for Resilience, to discuss the emotional and logistical challenges of returning to the office, and look specifically at how advisors and managers can help their teams reduce stress and build resilience.

Over the course of three sessions, we’ll cover coming back to the office, effective client communication, and modeling stress management. CE credits are available for each of the classes. 


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Returning to the Office

About the Class

After months away, the office may seem like a strange and unsafe place. In the first class, we’ll talk about the emotional and logistical challenges of bringing staff and clients back into your office space, and ways that you can help both your team and your clients during the transition.


Practice Coursework

This practice uses the same visualization technique used by professional athletes, adapted for a return-to-work scenario.


Client Communication

About the Class

In the second class, we focus on effective client communication—creating a dialogue to provide reassurance and reduce anxiety. You’ll discover ways to transition back to the office, considerations for guidelines to set for inviting clients into the office versus hosting virtual meetings, and pivoting your business for success in the new environment.


Practice Coursework

This coursework will help you to craft three clear points to include in all of your client interactions, and create a regular practice to review and reaffirm those key points.


Modeling Stress Management

About the Class

Remember that stress is contagious. In session three, we examine ways you can demonstrate calmness and confidence for your team to help them keep their own stress under control, assess the risk of conflict and de-escalating that conflict, and work to increase trust even amidst uncertainty.


Practice Coursework

This checklist describes behavior techniques that can help you calm stress levels and deescalate potential conflict.


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