When Organisations Bring in a Crisis Coach, and Why It Creates Real ROI

Written By Lucy Harvey

Most organisations assume they’ll only need a crisis coach when something dramatic breaks: a complaint hits the press, a leader steps down unexpectedly or a major incident sends everyone scrambling. As much as crisis coaching is needed in these situations, what often happens is simpler.

HR Directors, Head of People, Senior Operations and CEOs (and sometimes the leaders themselves) call me when leaders are carrying something heavy, complicated or emotionally charge, something that has the potential to affect people, performance and reputation if it isn’t handled well.

A crisis in an organisation isn’t always loud.
Sometimes it’s quiet, uncomfortable and unfolding behind closed doors.

Below are the situations where crisis coaching helps the most, and the outcomes that create measurable value for the business.

1. When a Leader Is Struggling Under Pressure

Senior people are often the last to admit they’re overwhelmed.
But their teams always feel it: Shorter tempers, unclear direction, avoidance or sudden shifts in behaviour.

Crisis coaching gives leaders a private space to regulate, think clearly and correct course.

ROI:

  • Prevents performance dips at senior levels

  • Reduces escalation to HR or formal processes

  • Protects team morale and productivity

2. When There’s Conflict or Breakdown in a Team

Unresolved tension can quietly drain an organisation for months.
It creates silos, defensiveness and disengagement and can result in unnecessary exits.

Crisis coaching helps leaders understand what’s really happening and take action that rebuilds trust rather than deepening the fracture.

ROI:

  • Faster conflict resolution

  • Reduced turnover

  • Better collaboration and restored momentum

3. When a Restructure or Redundancy Process Is Underway

Even well-planned changes can feel painful for the people involved.
Leaders must make difficult decisions while communicating with clarity and empathy.

Crisis coaching supports leaders to show up with steadiness, fairness and humanity.

ROI:

  • Fewer complaints or grievances

  • Smoother transition periods

  • Stronger trust in leadership

4. When There’s a Safeguarding, Conduct or Serious People Issue

These moments carry emotional weight and organisational risk.
Leaders need to stay grounded, impartial and clear, often while managing their own discomfort.

Crisis coaching provides a confidential sounding board to process the human side, while staying aligned with the organisation’s responsibilities.

ROI:

  • Better decision-making

  • Reduced risk of errors or inconsistency

  • Integrity and transparency maintained throughout the process

5. When a Leader Is Burnt Out or at Risk of Burnout

Burnout in senior roles is costly.
It affects judgement, relationships, resilience and the ability to lead with presence.

Crisis coaching helps leaders reset, stabilise and return to a healthier, more sustainable way of working.

ROI:

  • Reduced absence

  • Higher quality decisions

  • A more grounded and effective leader

6. When the Organisation Faces External Pressure or Scrutiny

Whether it’s unexpected media attention, regulatory challenges or stakeholder concerns, these moments can shake confidence inside the business.

Crisis coaching helps leaders stay calm, communicate effectively and avoid reactive decisions that may cause harm.

ROI:

  • Stronger internal alignment

  • Less reputational risk

  • Clear, thoughtful responses rather than panic-driven action

Why Crisis Coaching Works

Crisis coaching works because it addresses what leaders rarely say out loud but feel intensely:

  • “I can’t get this wrong.”

  • “People are watching how I handle this.”

  • “I feel responsible, but I’m not sure what to do next.”

  • “This is affecting me more than I expected.”

When leaders have a safe space to think, feel and reflect clearly, the quality of their decisions improves. That clarity ripples outward, to teams, clients, stakeholders and ultimately to the organisation’s culture and success.

Crisis coaching isn’t about fixing people.
It’s about steadying them so they can lead well when it matters most.

If your organisation is navigating a situation that feels sensitive, complex or high-stakes, this is exactly where crisis coaching can help.


Lucy Harvey