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Managing QIA As a Leader

Contributed by: Andrea Ashcraft

Throughout the past few weeks, we’ve all been forced to pivot, make major changes to our daily routine, and learn new ways of doing business.  While some people navigate change extremely well, it is extremely uncomfortable for others and sparks a fight/flight response.  

If you find yourself experiencing what I call Quarantine Induced Anxiety (QIA), I can relate and wanted to share the three steps that I’ve been taking to keep myself calm and focused amid the current circumstances.

One of the mantras that I use most often in conflict situations is “lead with gratitude,” so I decided to give it a try while standing in a long line outside of a grocery store recently waiting for the doors to open.  Even though I wasn’t experiencing any external conflict with the people around me, I was definitely experiencing internal conflict: my fight/flight response was holding my peace hostage.

First, rather than trying to dismiss it or push it away, I began inviting my fight/flight reflex in and thanking it for trying to protect me (“Thank you, Fight!  You’re just doing your job and I totally appreciate that.  You want to make sure I’m safe and protected, and that’s super helpful. I’m good right now, but definitely come back in the future.”)

Next, I quietly did 5-5-5 breathing exercises a few times in a row (even if I hadn’t done them quietly, I don’t think anyone would have noticed because they were all looking at their phones).

Anxiety keeps us in fight/flight mode, and oftentimes I don’t even realize how shallow my breathing has been until I intentionally take a deep breath and think, “Wait a minute, have I even breathed today?”

If I don’t do 5-5-5, I breathe in and out while saying to myself, “Innnnnn. Ouuuuuut. Innnnnn. Ouuuuuut.” a few times to focus my mind off of whatever is causing me to feel anxious and onto what I can control (my breath), which brings me back into balance (this is a great exercise to do during tense conversations and difficult meetings).

Lastly, I did a quick grounding exercise to override the fight/flight reflex, repeating, “Feel your feet, you’re safe, you’re OK.  Feel your feet, you’re safe, you’re OK.  Feel your feet…” 

Combined, these three steps brought my anxiety level down to the point where I could maintain social distancing once the doors were opened and walk to the produce section like a calm, rational person.

And once I reached the produce section, I found that there was no need for me to worry at all: the fruits and vegetables were abundantly stocked and the aisles were people-free (everyone else had flocked to the cereal and canned goods sections).

When your customers come to you in fight/flight mode, show them that there’s no need to worry.  Demonstrate an abundance of compassion and care through your words, your tone, the answers you provide, the information you share, and through serving your customers’ needs in alternate ways.

By mastering your emotions and clearing any mental blocks that previously kept you stuck, you’re perfectly positioned to offer solutions based on your own knowledge and personal experience and fully show up with passion for the customers and employees who come to you for assistance.