Mitigating the Effects of COVID

4. Humanising the approach

We judge ourselves by our intentions, others judge us by our actions.

If the pandemic has taught us anything, it is the art of being human.  It is important to recognise that nothing is now going to remain the same.  The ‘Next Normal’ or the ‘New Normal’ will exist in a different form and depends solely on the way people feel – our employees, the visitors to our attraction, suppliers, contractors - in fact any type of human interaction and feeling has a short, medium, and long-term contribution to the success of the business.

Treat this exercise as an exercise in Business Development – Support for this process is available in a separate document.  Before any decisions and implementation are made it is important that all aspects are examined and clarity of thought, purpose and strategy is discussed and agreed prior to any change – particularly difficult

• Examining Performance – Past & Present – Understanding what the KPIs and numbers tell us.
• Business Goals & Creating a strategy for success – incorporating Deliverables/KPIs into the plan
• What are the Business Levers
• Understanding Your Customers
• The People Agenda
• Operational Excellence
• Implementing change

What are my goals and what am i trying to achieve?

Is this a short/medium or long term change?

Consider the feel, fit and the impact

Throughout the entire process, and at every meeting, decision or plan, ensure you have kept the following at the front of mind:

• How do I feel about this decision?
• Does this decision fit with the Company’s Values?
• Does this decision fit with the way we want to treat Employees?
• Does this decision fit with the way I/we want to treat our guests/visitors/customers?
• Does this decision fit with he way I/we want to treat our suppliers/contractors?
• What will the impact be on the Employees? How would I feel?
• How will this impact my guests/customers/visitors? How would I feel?
• How will this impact my suppliers/contractors? How would I feel?

Collaboration with your fellow Senior Leadership team, or your key employees in order to make these key decisions, and ensure that you keep the above questions front of mind at every planning meeting or interaction in order to keep all the decisions on a human level.