Hi Friend,
There are so many things I wish kids were taught starting in first grade.
Things like financial literacy. Emotional regulation. The family trees of the four main families in Game of Thrones (just me?).
But the one I really wish they taught? Crisis communication.
Why? Because the art of de-escalation and the ability to stay grounded in the midst of an unfolding drama … these skills are priceless.
And while they are truly priceless, they’re not rocket science. In fact, I’ve found that boiling things down to their most basic elements is the best way to commit them to memory.
In case it’s helpful for you, these are my block and tackle, easy-to-remember crisis communication strategies, whether communicating one-on-one or with a group. And just to be clear, I’ve used this same three step process for dealing with personal as well as professional snafus and crises.
1. Signal seriousness.
Signal with your tone of voice, your body language, and your words that you are taking the crisis at hand seriously, and that you are absolutely focused and committed to resolving it. And I mean this literally; saying those exact words with the right tone of voice will almost always put people at ease.
2. Ask good questions, with empathy.
Once the other person/people understand that you are committed and on their side, your next step is to get as much information and background as you can. The better your intel, the better you are able to solve the problem. Safety tip: if you try this step first BEFORE you’ve had the chance to reassure, you might get smacked upside your head.
3. Keep information flowing.
Even if you think you have nothing new to say, share where things stand … anything to show that you are still invested and focused on getting to a solution.
Print this out. Laminate it and carry it in your wallet. These steps may be obvious and simple, but I’m telling you … they could save your neck in a crisis.***
If you want to go deeper, I HIGHLY recommend this conversation with Larry Kamer, who is an expert on crisis communication.
Shine on,
B
***If you look at companies or individuals who don’t deal with crises well, their three-step list look more like this:
- Minimize and gaslight. “This really isn’t a big deal. Less than 1% of customers/people/products were affected.”
- Play the victim. “We’re being singled out for something others do way worse than us! It’s just not fair! They’re out to get us!”
- Information is on a “need to know” basis only. “We will update you when we have something to share.” Go dark. Then revert to Step 2 when public opinion shifts against you because the information vacuum has been filled by someone else.
