COVID gave many of us the opportunity to slow down and engage in more relaxing activities. Getting lost in a jigsaw puzzle allowed me to connect problem solving with leadership and led to some revealing lessons.

Across the service industry, front line employees are facing new demands in communication expectations. State guidelines are asking businesses to enforce mask wearing and social distancing. Procedures are being continually revised to meet safety protocols. Effective leaders recognize these changes are putting new expectations on their teams and as with all expectations, a proactive approach in managing them will mitigate conflicts and foster a positive culture in these uncertain times.