On my recent return trip from China I missed the connection in Denver because the flight was delayed in LA due to mechanical problems.
We sat on the runway for a long time without knowing what was happening. Upon learning the issue we returned to the gate to wait. The flight attendants did not share information about flight connections or options for rerouting.
There was only one customer service person in the terminal to assist. We were told if we got off the plane that we could not get back on. You can imagine the passenger turmoil and chaos that ensued.
People like to know what is going on. They like to be informed in order to make choices based on the situation.
In these times of organizational uncertainty, people have questions and concerns.
As leaders, it is our job to act with empathy and share what we know in a straight forward way. We cannot make assurances about the future, but we do need to keep people informed to the best of our ability.
During turbulent times, over communicating can help to eliminate questions, rumors and frustration.