COVID-19

Playbook for HR
Leaders
Leading Your Organization’s Response &
Recovery of a Pandemic and Economic Downturn

March 20, 2020

© 2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This presentation, including all supporting materials,
is proprietary to Gartner, Inc. and/or its affiliates and is for the sole internal use of the intended recipients. Because this presentation may contain information that is confidential,
proprietary or otherwise legally protected, it may not be further copied, distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates.
 March 20, 2020

COVID-19 Impact
Business Challenges Organization Response

Q: “Which of the following actions have you taken in response

1 Supply Chain Disruptions to the COVID-19 outbreak?”
Percentage of HR Leaders; Dated 3/17/2020

Cancelled travel for internal events, meetings

97%
or client-related travel
Encouraged/required employees to work
2 Falling Sales from home regardless of whether they are…
88%

Communicated a plan of action in case the

56%
virus situation worsens

Temporarily closed some worksites 51%

Additional virtual check-ins with managers on

3 Workforce Disruptions 40%
remote working days

Introduced new tools for virtual meetings 32%

Reduced working hours for some employees

20%
or gave leave of absence
4 Travel Disruptions
Cut pay of teams whose work has been
2%
paused

None of the above 1%

n= 805
Source: Gartner HR Leaders Snap Poll Survey (March 17)
1 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
 March 20, 2020

Four Actions HR Leaders Need to Take Now

Assess Impact Plan and Manage

and Plan Cost Saving
Response Initiatives

Leading
Organization
Response &
Recovery
through
Pandemics

Protect Employee
Communicate
Experience and
Effectively
Productivity

2 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.

 March 20, 2020

Top Organization Actions

Assess Impact and Plan Response Plan and Manage Cost Saving Initiatives

97%* Cancelled Travel 70%* Plan to Use

Technology
For internal events, meetings or
client-related travel For cost savings

49%* Planning to
88%* Offered Work-from-Home Freeze New Hiring
Regardless of whether they are sick To save cost
Leading
n = 805 Organization n = 805
Response &
Recovery
Communicate Effectively through Employee Experience and Productivity
Pandemics
56%* Communicated an Action 40%* Initiated Virtual Manager
Plan Check-ins
For employees in case the virus Additional virtual check-ins with
situation worsens managers on remote working days

32%* Introduced New Tools

37% Promoted Hygiene Etiquettes
To facilitate virtual meetings among
Promoted proper handwashing or
employees
sneezing etiquettes
n = 805
n = 805; 500 employees

Source: Gartner HR Leader Snap Poll Survey (March 17)

3 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved. * Percentage of HR Leaders selecting the option in response to the question, “Which of the following actions have you
taken in response to the COVID-19 outbreak?”
 March 20, 2020

Assess Impact and Plan Responses

Key Client Questions Recommended Actions Gartner Resources*

1

• How can we assess and plan for ! Benchmark the organization impact Peer Polling: Organizational
potential fall-outs of the prolonged and HR response with your peers. Responses to Coronavirus (Third
outbreak? Week of March)
! Assess current and future impact of Benchmark how your peers are responding
• How can we quickly determine which COVID-19 on your function in a to the COVID-19 outbreak and handling
structured way, applying reliable time-off policies
portions of our work can be done
remotely either easily or with criteria. Pandemic Planning: Responding
modification? to Coronavirus and Other
! Based on likely scenarios, use best-
practice insight and recommendation Emerging Risks
• How do we plan for talent implications Assess the impact and plan your response
of shutdown and production to build your crisis action plans. to the unfolding COVID-19 pandemic
stoppages?
! Ensure access to credible and latest Ignition Guide: Conducting Scenario
• How can we prepare our workforce for updates to monitor and model the Planning for HR
working remotely for another few impacts over months. Step-by-step guide to identify the implications
of the coronavirus outbreak and determine
weeks? actions addressing likely scenarios

*All resources are available on Coronavirus Resource Center for HR on your Gartner HR portal. Please access the links on Page 11

4 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.

 March 20, 2020

Communicate Effectively

Key Client Questions Recommended Actions Gartner Resources*

1
Leading and Communicating
• How do we regularly update ! Establish communication teams
Through the Coronavirus (COVID-
employees and other stakeholders with dedicated to communicate with
19) Pandemic
key information about the impact? different stakeholders (press,
2
Tips and tricks for leaders on what and how
employees, investors, etc.). to communicate with employees
• Who is best positioned to lead the ! Equip leaders and managers to share
communication with employees? information with employees by sharing Toolkit: Communication Plan for
communication guidelines. HR Support During Uncertain
• How do we avoid noise and deliver Economic Times
critical messages? ! Inform employees about the risks and Plan a comprehensive communication
their role in managing crises. roadmap for uncertain economic times

• How should we have difficult

! Communicate continuously to drive the
conversations with employees?
agenda on the response of the
organization.
Ignition Guide to Building a Crisis
Communications Plan
leverage appropriate channels and tailor
mass communication outreaches to
employees

*All resources are available on Coronavirus Resource Center for HR on your Gartner HR portal. Please access the links on Page 11

5 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.

 March 20, 2020

Protect Employee Experience and Productivity

Key Client Questions Recommended Actions Gartner Resources*

1
• How do we address the compensation ! Adopt strategies to compensate Compensating Employees
and benefits for employee with impacted employees according to their Impacted by Coronavirus
disrupted workflows? work scenarios. Create a strategy for compensation during
the coronavirus outbreak

• What do leaders and managers need ! Establish trust by empowering

to do differently to manage employees managers to play a leadership role by
in the current context? ensuring fast, informed, and
empathetic decision-making.
3 • How can we drive the success of
! Set accurate expectations and enable
remote working arrangement?
supportive interactions for employees
working remotely.
• How do we maintain engagement of
employees when they are working
remotely, or when they are temporarily ! Create a safe environment for
unable to work at all? employees to expressing their
concerns or fears about COVID-19.
6 Manager Activities to Maintain
Performance and Engagement
During a Potential Pandemic
Equip managers to help employees stay
engaged through the disruption
Managing Remote Teams During
the Coronavirus (COVID-19)
Outbreak
Tips and tools to manage teams effectively
when team members are working remotely

*All resources are available on Coronavirus Resource Center for HR on your Gartner HR portal. Please access the links on Page 11

6 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.

 March 20, 2020

Plan and Manage Cost Saving Initiatives

Key Client Questions Recommended Actions Gartner Resources*

1
! Push additional transparency where
• How can we address the growing
pressure to cut costs? possible on cost efforts for increased
buy-in across the organization.
• What are the best ways to realize ! Assess likely impact and potential
immediate cost savings in our adversity of all cost cutting measures
function? in scope to ensure the best fit.
• How can we mitigate potential harm ! Use best practice-based criteria to
when cutting costs?
review, discuss and (re-)prioritize all of
your cost saving initiatives.
• How do we achieve alignment among
all stake-holders on what to cut? ! Achieve timely stakeholder approval
by tracking and reporting on all
4
ongoing cost cutting efforts.
Toolkit: Reviewing & Planning HR
Cost Saving Initiatives
Establish an ongoing HR cost optimization
approach to plan cost-saving initiatives
suitable for current circumstances
Toolkit: Planning HR Support in
Times of Crisis
Create a robust cost optimization plan to be
ready if and when a downturn emerges
HR Support During Uncertain
Economic Times
Prepare for a possible downturn in the
economy and protect HR and business
performance

*All resources are available on Coronavirus Resource Center for HR on your Gartner HR portal. Please access the links on Page 11

7 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.

 March 20, 2020

COVID-19: What You Need to Focus on?

Immediate, Medium-Term & Long-Term Actions
Next Long Term
Immediate
(3-6 Weeks) (2-6 Months)
! Assess impact (current and ! Empower managers to establish trust to play a leadership ! Create a robust cost
future) of COVID-19 on your role by ensuring fast, informed, and empathetic decision- optimization plan to be
function in a structured way, making. ready when a downturn
applying reliable criteria. emerges
! Prioritize cost savings using best practice-based criteria to
! Establish dedicated teams review and discuss your cost saving initiatives. ! Review functional
to communicate with priorities and identify
different stakeholders ! Communicate continuously with internal and external focused talent
through with clear guidelines stakeholders to drive the organization response agenda. investments amidst
! Benchmark with your peers
! Ensure access to credible and latest updates to monitor
disruption
their response to managing
and model the impacts over months.
compensation, benefits, Key Resources*
time-off policies, etc. for Key Resources* • Planning HR Support
impacted employees in Times of Crisis
• 6 Manager Activities to Maintain Performance and
Key Resources* Engagement During a Potential Pandemic • The Impact of
• Toolkit: Reviewing & Planning HR Cost Saving Initiatives Coronavirus on
• Peer Polling: Annual Targets
Organizational Responses • Managing Remote Teams During the Coronavirus (Upcoming)
to Coronavirus (COVID-19) Outbreak
*All resources are available on Coronavirus Resource Center for HR on your Gartner HR portal. Please access the links on Page 11
8 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
 March 20, 2020

COVID-19 Response Service Plan for HR Leaders

Week 1 3-6 Weeks 2-6 Months

Service Kick-Off Advisory Advisory Session– Review

Session– 1:1 1:1 session– discuss & Review progress and
Service Delivery with Account
Team Executive session to review Establish trust by Review implication of validate cost create updated plan to take
your pandemic empowering both the Covid-19 and how optimization trade- action against key talent
preparedness or employees and to compensate offs that may be priorities throughout
adjusting your managers with insights effected employees required within HR and remainder of 2020 based
remote work from our article on with Compensating the broader workforce on current-state situation
Learn how HR leaders plans and policies How to Cultivate Employees Impacted
can best prepare for the to match the health Effective 'Remote by Coronavirus
impact of the Covid-19 and safety needs of Work' Programs
Research & Tools on their markets and employees. Identify focused talent
operations by watching Build a roadmap to
investments amidst disruption
the webinar Managing Identify roles, functions effectively implement and
communicate your cost with our Future of Work
Talent During the and processes critical Advisory Session– 1:1
Coronavirus Outbreak: optimization initiatives with insights and data
to the continuity of session to customize
Lessons from Asia our Guide to Creating an
business using our practical tools to help
HR Cost Optimization
Guide to Conducting managers drive
Roadmap
Analyst & engagement and
Advisory Access Regularly benchmark your a Business Impact
performance within an
response with other Analysis uncertain remote
organizations using our weekly environment
HR Leaders survey results
such as Current Response to
the COVID-19 Outbreak by
Organizations in the U.S.

Executive Advisor Or connect directly with your

Support
peers on:

9 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.

 March 20, 2020

Gartner HR Experts’ Media Appearances

10 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.

 March 20, 2020

Top Resources*
• Toolkit: Pandemic Preparedness Briefing
Assess
Impact and • Ignition Guide to Conducting Scenario Planning for HR
Plan
Responses • What Employment Indicators Can Signal About the Economy
• 10 Questions for an HR Pandemic Plan

• Ignition Guide to Building a Crisis Communications Plan

Communicate
• Toolkit: Communication Plan for HR Support During Uncertain Economic Times
Effectively
• Leading and Communicating Through the Coronavirus (COVID-19) Pandemic
Access Coronavirus Resource Center for
HR as per your service access:
• Practical Tips for Maintaining Productivity After a Shift to Large-Scale Remote Work Gartner for HR Leaders
Protect
Employee • How to Prepare for the Rise in Demand for Remote Work Corporate Leadership Council LATAM
Experience
and • Managing the Employee Experience for the Remote Workforce Not yet a client? Access free resources here:
Productivity
• Three Employee Experience Pitfalls to Avoid in Your HR Response to COVID-19 Smarter With Gartner: Covid 19 Response

• HR Support During Times of Economic Downturn

Plan and
Manage • Compensating Employees Impacted by Coronavirus
Cost Saving
Initiatives • Tool for Planning HR Support During Times of Economic Uncertainty
• Toolkit: Reviewing and Planning HR Cost Optimization Initiatives

*All resources are available on Coronavirus Resource Center for HR on your Gartner HR portal. Please access the links above.
11 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
 March 20, 2020

Potential Timeline for HR Leaders’ Actions

Immediate, Medium-Term & Long-Term HR Actions & Sample Activities

Next Long Term

Immediate
(3-6 Weeks) (2-6 Months)

Assess Impact and Plan Responses Protect Employee Experience and Productivity

• Coordinate a Cross-functional • Sustain Employee Engagement and Productivity for remote workers • Revisit Workforce Plans
response • Running Remote HR Process (Interviews, Onboarding, Training, etc..) • Review Leave Policy & Benefits
• Implement Travel Restrictions • Ensure Compliance, Integrity and Avoid Discrimination • Restoring Employee Trust &
• Review Flexible/Remote Work • Recognizing Employees Confidence
Policy • Adjust Compensation • Review HR Processes & Policies
• Offer/Enable Work From Home • Managing Return of Employees for Future Risks & Continuity
• Manage Site Closures • Review and Invest in Virtual Tools
• Managing Work Not Feasible
Remotely Plan and Manage Cost Saving Initiatives
• Review compensation and benefits
for employee with disrupted • Re-prioritize services and projects • Plan for smart investments
workflows • Re-allocate capacities and resources ▪ Skills
• Re-prioritize spending and investments ▪ Technology
• Re-design employment and working models ▪ Productivity drivers

Communicate Effectively

• Communicate Action Plan • Provide Regular Updates to the Board • Convey Organization Recovery
• Communicate Regularly on Impact • Inform Authorities and Employees about Infected/Impacted Employees Plans
• Communicate with External • Enable two-way dialogue between employees and managers • Communicate Difficult Decisions
Stakeholders (Investors, customers) • Deliver Health and Safety Guidelines on Return (lay-offs, bonus, etc.)

12 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.