Coaching Through Crisis: Supporting Leaders and Teams During Uncertainty and Disruption

A Practical Guide for Organisations Navigating Turbulent Times

Executive Summary

Crises—whether global pandemics, economic downturns, organisational restructures, or industry disruptions—place extraordinary demands on leaders and teams. In these moments, traditional management approaches often fall short, while coaching emerges as a powerful intervention to help people navigate complexity, regulate emotions, make clear decisions, and maintain wellbeing.

This whitepaper examines the science and practice of crisis coaching, providing research-backed frameworks, practical tools, and implementation guidance for organisations seeking to build resilience before, during, and after disruption. Drawing on lessons from the COVID-19 pandemic, economic instability, and organisational case studies, it offers a comprehensive approach to coaching as a crisis navigation tool.

Table of Contents

1. Introduction: Leadership in the Age of Uncertainty
2. The Neuroscience of Crisis Response
3. Crisis Coaching Frameworks and Models
4. Leadership Coaching in Times of Disruption
5. Team Coaching for Collective Resilience
6. Peer Coaching Networks for Organisational Support
7. Trauma-Informed Coaching Approaches
8. Virtual Crisis Coaching: Methods and Best Practices
9. Case Studies: Crisis Coaching in Action
10. Implementation Guide: Building a Crisis Coaching Capability
11. Measuring Impact: Coaching ROI During Disruption
12. Resources and References

1. Introduction: Leadership in the Age of Uncertainty

Today’s organisations operate in what military strategists call a VUCA environment—volatile, uncertain, complex, and ambiguous. The COVID-19 pandemic, geopolitical tensions, supply chain disruptions, and digital transformation have created a “permacrisis” state where disruption is constant rather than episodic.

Leaders navigate this landscape while managing their own stress responses, supporting anxious team members, and making high-stakes decisions with imperfect information. Research from the Centre for Creative Leadership shows that 86% of senior leaders feel ill-equipped for the emotional demands of leading through extended crisis periods.

Crisis coaching has emerged as a critical intervention—a structured approach that combines psychological support with practical decision-making frameworks, helping leaders maintain effectiveness and wellbeing during disruption. Unlike traditional coaching focused on long-term development, crisis coaching addresses immediate challenges while building lasting resilience capabilities.

2. The Neuroscience of Crisis Response

How Crisis Affects the Brain

Research from UCL Neuroscience shows that uncertainty and threat activate predictable neural responses:

• Amygdala activation: The brain’s alarm system triggers fight/flight/freeze responses
• Prefrontal cortex impairment: Reduced access to executive function and strategic thinking
• Cortisol elevation: Stress hormone release affects memory, decision quality, and immune function
• Cognitive narrowing: Attention focuses on perceived threats at the expense of broader perspective

Leaders Under Pressure

Leaders face additional neural challenges during crises:

• Decision fatigue: Depleted cognitive resources from continuous high-stakes decisions
• Emotional contagion: Absorbing and managing collective anxiety
• Identity threat: Challenges to competence and sense of control
• Ethical pressure: Navigating competing values with insufficient information

Neurobiological Regulation Strategies

Crisis coaching utilises evidence-based approaches to regulate the nervous system:

• Vagal tone restoration: Breathing techniques and mindfulness practices
• Cognitive reappraisal: Reframing threat perceptions
• Oscillation routines: Structured recovery between stress periods
• Social co-regulation: Using relational connection to stabilise

Source: NeuroLeadership Institute Research

3. Crisis Coaching Frameworks and Models

The CALM Crisis Coaching Model

Developed through research with leaders during the COVID-19 pandemic:

• C – Clarity: Helping leaders distinguish between facts, assumptions, and fears
• A – Alignment: Reconnecting decisions and actions with core values/purpose
• L – Learning: Extracting insights from current challenges for future application
• M – Momentum: Building sustainable action despite overwhelming circumstances

Cognitive-Behavioural Coaching for Crisis

Adapted from Cognitive-Behavioural Coaching principles, this framework addresses distorted thinking common during crises:

• Catastrophizing: “This will destroy everything we’ve built”
• Black and white thinking: “We either succeed perfectly or fail completely”
• Personalisation: “This crisis is happening because of my leadership failures”
• Fortune-telling: “We’ll never recover from this situation”

The approach uses structured questioning, evidence evaluation, and balanced thinking to restore cognitive flexibility.

The Resilience Coaching Framework

Based on Robertson Cooper’s resilience research, this approach builds four key resilience dimensions:

1. Confidence: Self-belief and agency during disruption
2. Adaptability: Flexibility in response to changing circumstances
3. Purposefulness: Maintaining meaning and direction amid chaos
4. Social support: Accessing and providing appropriate support

4. Leadership Coaching in Times of Disruption

Priority Focus Areas

Crisis coaching for leaders typically addresses:

• Decision-making under pressure: Structured frameworks for high-stakes choices
• Communication during uncertainty: Balancing transparency and reassurance
• Self-regulation: Managing personal stress response
• Ethical navigation: Working through value conflicts and dilemmas
• Role boundaries: Appropriately distributing responsibility

Just-In-Time Executive Coaching

Traditional coaching cycles (e.g., biweekly sessions) may be insufficient during acute crises. “Just-in-time” approaches include:

• Rapid response sessions (30 minutes) before critical decisions
• Daily check-ins during acute periods
• “Office hours” availability for immediate support
• Voice/text message coaching between formal sessions

Real-World Example: NHS Leadership During COVID-19

The NHS provided over 5,000 leaders with crisis coaching support during the pandemic. Impact data showed:

• 64% reduction in reported stress symptoms
• 43% improvement in decision confidence
• Significant correlation between coaching access and team performance

Source: NHS Leadership Academy

5. Team Coaching for Collective Resilience

Crisis Impacts on Teams

Teams face specific challenges during disruption:

• Role ambiguity and boundary confusion
• Communication breakdowns and information silos
• Uneven stress responses and capacity
• Loss of normal coordination mechanisms
• Conflict escalation under pressure

Team Coaching Interventions

Research-backed approaches for crisis team coaching:

• Team sensing sessions: Structured check-ins on collective state
• Role clarification coaching: Revisiting responsibilities and decision rights
• Decision protocol coaching: Establishing crisis decision frameworks
• Team recovery planning: Designing sustainable work patterns
• After-action coaching: Learning integration after critical events

Virtual Team Resilience

For remote/hybrid teams during crisis:

• Digital coordination rituals: Structured connection points
• Virtual resilience circles: Peer support facilitation
• Asynchronous wellbeing practices: Self-directed techniques with accountability

Source: Henley Business School Team Coaching Research

6. Peer Coaching Networks for Organisational Support

Building Internal Crisis Support Capacity

Formal coaching can be supplemented with peer coaching networks:

• Crisis coaching circles: Small groups (4-6) meeting regularly for structured support
• Buddy systems: Paired arrangements for daily check-ins
• Role-based peer groups: Leaders in similar positions sharing challenges
• Cross-functional triads: Diverse perspective exchanges

Implementation Steps

1. Basic training: Core coaching skills for peer supporters
2. Structure provision: Clear formats and boundaries for peer coaching
3. Supervision access: Expert oversight for complex situations
4. Recognition: Acknowledging peer coaching contributions

Success Factors

Research by EMCC UK identifies these elements as critical:

• Clear distinction from therapy/counselling
• Confidentiality agreements
• Regular supervision
• Escalation pathways for serious concerns
• Time allocation within workload

7. Trauma-Informed Coaching Approaches

Understanding Organisational Trauma

Severe crises can create trauma responses in individuals and systems:

• Individual trauma: Overwhelming experiences exceeding coping capacity
• Vicarious trauma: Secondary trauma from supporting others
• Organisational trauma: Collective impact on culture and functioning

Trauma-Informed Coaching Principles

Based on trauma-informed practice research:

• Safety first: Physical and psychological safety as foundation
• Transparency: Clear expectations and boundaries
• Choice: Emphasising control and agency where possible
• Collaboration: Shared decision-making and power
• Strengths-based: Identifying and building on existing resources

Applications in Crisis Coaching

• Recognition: Identifying trauma responses vs. typical stress
• Stabilisation: Techniques for nervous system regulation
• Referral knowledge: Understanding boundaries of coaching vs. therapy
• Post-traumatic growth: Supporting meaning-making and integration

Source: UK Trauma Council

8. Virtual Crisis Coaching: Methods and Best Practices

Digital Delivery Principles

Crisis coaching has increasingly moved online, requiring specific approaches:

• Platform selection: Security, accessibility, and functionality considerations
• Session structure: Shorter, more frequent touchpoints
• Presence practices: Creating psychological connection virtually
• Multimodal options: Video, audio, and text-based support

Digital Coaching Tools

• Virtual whiteboards: Visual mapping of challenges and options
• Secure reflection spaces: Digital journaling with coach access
• Micro-learning resources: Brief, targeted content between sessions
• Biofeedback applications: Stress monitoring and regulation support

Best Practices from COVID-19

Research on effective crisis coaching during the pandemic found:

• 45-minute sessions more effective than standard 60 minutes
• Camera-optional approach reducing digital fatigue
• Mixed synchronous/asynchronous methods increasing impact
• Technology simplicity correlating with effectiveness

Source: International Coaching Federation Research

9. Case Studies: Crisis Coaching in Action

Case Study 1: Financial Services Organisation During Market Collapse

Context: Major UK bank facing severe market disruption, regulatory pressures, and workforce anxiety

Intervention:

• Executive team crisis coaching (group and individual)
• Middle management resilience coaching programme
• Peer coaching network across 800 branch managers
• Digital coaching platform for 12,000 employees

Results:

• Leadership retention 40% above sector average
• Customer satisfaction maintained despite service challenges
• Employee wellbeing measures 28% higher than comparable institutions
• Successful navigation of regulatory requirements

Case Study 2: Healthcare System Under Pressure

Context: Regional NHS trust facing extreme patient demand, staff shortages, and operational constraints

Intervention:

• Just-in-time coaching for executive team
• Team coaching for critical care units
• Trauma-informed coaching for frontline managers
• Recovery coaching post-acute crisis phases

Results:

• Critical staff retention significantly improved
• Decision quality maintained under extreme pressure
• Post-traumatic growth reported by 64% of participants
• Knowledge transfer to future crisis protocols

Case Study 3: Manufacturing Business During Supply Chain Collapse

Context: Mid-sized UK manufacturer facing complete supply chain disruption, threatening viability

Intervention:

• Crisis decision coaching for leadership
• Scenario planning with team coaching support
• Change navigation coaching during rapid business model shift
• Resilience circles for department heads

Results:

• Successful business model pivot within 60 days
• New partnerships established exceeding pre-crisis performance
• Resilience capabilities embedded in leadership development
• Case study now featured in business school curriculum

10. Implementation Guide: Building a Crisis Coaching Capability

Readiness Assessment

Before implementation, organisations should assess:

• Current coaching capability and capacity
• Leadership receptivity to coaching support
• Existing crisis management frameworks
• Psychological safety baseline
• Budget and resource availability

Implementation Options

Approach	Description	Best For
External crisis coaches	Specialist coaches with crisis expertise	Acute situations requiring immediate support
Internal coach development	Training existing staff in crisis coaching	Building sustainable, scalable capability
Blended model	External coaches plus internal peer support	Comprehensive coverage across levels
Digital coaching platform	Scalable coaching through technology	Large workforce or distributed teams

Implementation Timeline

1. Foundation (1-2 weeks):
   • Needs assessment
   • Initial coach matching/selection
   • Priority identification
2. Activation (2-4 weeks):
   • Leadership coaching initiation
   • Team intervention design
   • Communication strategy
3. Expansion (1-3 months):
   • Cascade to middle management
   • Peer coaching network establishment
   • Learning integration systems
4. Sustainability (Ongoing):
   • Regular effectiveness review
   • Coach supervision
   • Knowledge capture and transfer

11. Measuring Impact: Coaching ROI During Disruption

Key Performance Indicators

Category	Metrics	Measurement Methods
Individual Impact	Resilience scores, stress levels, decision confidence	Surveys, biometric data, self-assessment
Team Performance	Collaboration quality, innovation, psychological safety	Team diagnostics, performance metrics
Organisational Outcomes	Retention, absenteeism, strategic goal achievement	HR analytics, business metrics
Client/Customer Impact	Satisfaction, loyalty, service quality	Customer feedback, NPS scores

ROI Calculation Approaches

The Institute of Coaching recommends this crisis coaching ROI formula:

1. Cost factors: Coaching fees, internal time, technology platforms
2. Benefit factors: Retention savings, productivity maintenance, recovery speed
3. Risk adjustment: Value of averted worst-case scenarios
4. ROI formula: (Adjusted benefits − costs) ÷ costs × 100

Real-World ROI Examples

• Financial services: 788% ROI from leadership crisis coaching (primarily through retention and decision quality)
• Healthcare: 344% ROI (calculated through reduced absenteeism and faster operational recovery)
• Manufacturing: 530% ROI (primarily through business model innovation and relationship preservation)

Source: International Journal of Evidence Based Coaching and Mentoring

12. Resources and References

• British Psychological Society Crisis Coaching Guidelines
• International Coaching Federation Crisis Coaching Research
• David Rock, “Your Brain at Work During a Crisis”
• Amy Edmondson, “Psychological Safety in Crisis”
• Robertson Cooper Resilience Research
• Center for Creative Leadership Crisis Leadership Research
• CIPD Crisis Management Resources
• Institute of Coaching COVID-19 Resources
• Association for Coaching Crisis Support Toolkit
• Trauma-Informed Coaching Network Resources