First rule: Don’t react. Respond. Your team takes cues from you. If you panic, they panic. So, take a breath and focus on what’s within your control. Then, be open with your team as early as possible. Even if you don’t have all the answers. Transparency builds trust. “Here’s what we know.” “Here’s what we’re doing.” “Here’s what we need from you.” And after the dust settles, learn from it. The best leaders use crises as opportunities to refine processes, improve their team, and come back stronger.

In a crisis, emotional intelligence isn’t just helpful, it’s the anchor that keeps us steady. Pressure amplifies emotions, but strong leadership isn’t about suppressing them - it’s about channeling them into clarity and action. Instead of reacting to the chaos, we pause. We acknowledge emotions (ours and others’) without letting them take over. We communicate openly, not just to inform but to create stability. And rather than carrying the weight alone, we bring in different perspectives. When everyone feels heard and valued, we move from uncertainty to action.

Instead of reacting impulsively, take a deep breath and assess the situation objectively. This prevents panic from spreading and sets the tone for how others will respond. For example, if a major client threatens to pull their contract due to a mistake, rather than immediately assigning blame, acknowledge the issue, gather facts, and calmly work toward a solution. Active listening is another key aspect of emotional intelligence in a crisis. Your team will likely have concerns and ideas, and showing that you value their input fosters trust. Instead of dismissing their anxieties, you might say, “I understand this situation is stressful. Let’s go through what happened and brainstorm solutions together.”

Appliquer l'intelligence émotionnelle en temps de crise, c'est assumer le rôle de médiateur. Aussi, c'est donner des temps de parole à chacun dans un cadre bien défini. En tant que leader, c'est écouter, comprendre les émotions et les besoins associés. Concrètement, c'est appliquer la méthode DESC ou bien encore OSBD !

As someone who promotes mindful leadership, this is right up my alley. In a crisis, I stay grounded by focusing on what I can control. I regulate my own emotions first, ensuring I RESPOND rather than react. Prioritize active listening, making space for the team’s concerns while keeping everyone focused on solutions (not the drama). I like to think that I create an environment where others feel calmed and also feel empowered to contribute to a solution.