Being a manager is an incredibly difficult job when an organization is going through significant change or challenge. So often I speak to managers, either as clients or candidates, who are worn out by being in a situation where they have to hold their team together, alleviate the concerns and anxieties of their staff and keep them focused on strong performance. As a recruiter I can tell you that many of the candidates who are receptive to my calls and willing to take a look at new opportunities work for organizations in turmoil. Changes in pay plans, product deficiencies, internal fighting, unmet expectations and uncertainty about the future seem to be more the rule than the exception. Why do some companies see a mass exodus of talent during turbulent times when other organizations are able to weather the storm and come out stronger?

I had a conversation this afternoon with a senior-level manager with a company going through several significant challenges. He was proud of the fact that during this time he had not lost any employees due to involuntary turnover which is a nice way of saying that even with the yogurt hitting the fan, no one quit. How was he able to hang on to his team? His formula is simple: Listen, Empathize, Redirect. When employees have anxieties and concerns he hears them out, shows empathy for them and then redirects them toward actions they can take to overcome the obstacle or orients them toward a new perspective that helps them rise above the circumstance.

For example, an employee is concerned about the new pay plan and certain that he will make less this year as a result of the change. The manager lets the employee get all of his concern off his chest and makes sure he feels fully heard. He expresses empathy by saying something like, "I can appreciate that you have concerns about your income. I know you don't want to go backward and I don't want that to happen either." He then redirects the employee to ways that he can maximize the new pay plan to maintain or even increase his earnings.

If any one of the elements are missing, the whole system crumbles. If you fail to hear out the concerns of your staff they will take those concerns to others who will lend them an ear. Namely, they will find others in the organization to vent to and quite possibly stir up concern in others. Without empathy, the employee feels the manager is just "spouting the company line" and that their needs are unimportant. Without the redirection, the employee may feel heard and cared for by the manager but not be any closer to a solution. The worst outcome of not redirecting is when the employee and the manager both engage in a game of "ain't it awful." That's a game where there are no winners.

Thanks to K.D. from Southern California for sharing a great management strategy.