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How can you address the concerns of employees indirectly impacted by a crisis?

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A crisis can affect your organization in many ways, from disrupting your operations to damaging your reputation. But not all employees are directly involved in the crisis response or recovery. How can you address the concerns of those who are indirectly impacted by the crisis, such as those who work in different departments, locations, or roles? Here are some tips to help you communicate effectively with them and maintain their trust and engagement.

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1 Acknowledge the impact

The first step is to acknowledge the impact of the crisis on your employees, even if they are not directly affected by it. Show empathy and compassion for their feelings, fears, and frustrations. Explain how the crisis affects the organization as a whole, and what steps you are taking to mitigate the risks and ensure continuity. Avoid minimizing or dismissing their concerns, and instead, invite them to share their feedback and questions.

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Martha Aviles
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Encourage difficult conversations and create safe spaces for grieving, ranting, complaining, listening, whatever feeling should arise. Also make sure that communication is bi-directional, from the company and managers to the employees and visa versa.

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Sivadas R

Internal Communications | Employee Experience and Engagement | Marketing | Product Owner
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Firstly, addressing them is essential; let's acknowledge that. Although these individuals may not be directly impacted, they can still experience waves of insecurity and unease. One of the first things you can do is to maintain communications. Regular updates or check-ins can be beneficial. This prevents the rumour mill from taking over and reassures everyone that they're not being kept in the dark. Next, create platforms for these employees to raise concerns or ask questions. A lot of them will feel at ease by simply raising their concerns. This also helps build a community, and the employees feel valued and heard even though they are not at the epicentre of the crisis.

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Farhia Jabbar

Marketing and Communications Professional
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This requires being proactive in communication and support mechanisms. Whenever a crisis communication plan is drafted, all stakeholders should be considered those directly or indirectly affected. Depending on the situation, the everyone should be well informed so that there is less uncertainty and speculation. This will lessen the rumours that bubble and in turn company reputation is safeguarded.

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Ivlynn Yap Cheng Theng
(已编辑)
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We have an Employee Assistance Programme (EAP), a worksite programme managed by practising psychologist to help identify and facilitate to resolve behavioural, health and productivity issues that may adversely impacted employees well-being or job performance.

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Nivia Ribeiro

Consultora de RH| Headhunter| Consultoria de Carreira e Negócios
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é importante comunicar aos funcionários sobre o ocorrido e enfatizar que a empresa está trabalhando para minimizar os impactos. Oferecer suporte emocional, aconselhamentos e terapias. Se possível trazer op??es flexíveis de trabalho e ter empatia e compreens?o.

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2 Provide regular updates

The second step is to provide regular updates on the crisis situation and the actions you are taking. Keep your employees informed of the progress, challenges, and changes that may affect them. Use clear and consistent messages across different channels, such as email, intranet, or video calls. Be transparent and honest about the facts, the uncertainties, and the implications. Anticipate and address common questions and concerns, and provide sources of reliable information and support.

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Natalia S.

Human Resources ? Internal Communications ? HR Project Management ? Recruitment
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In my experience, going beyond regular updates involves encouraging employees to share thoughts and concerns through confidential surveys or anonymous channels. Establishing virtual support groups or forums has been effective for fostering connections and mutual support among impacted employees. Organizing virtual town hall meetings or Q&A sessions provides a direct avenue to address concerns in real-time. Additionally, offering resources like stress management workshops and flexible work arrangements has proven beneficial in catering to diverse needs during challenging times.

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Caitlin Marikar

Communications | Change | Strategy | Leadership | Culture | Employee Experience
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Ensure you include (wherever possible) consistent messaging about the options for support available and actionable ways that employees can support others (or where it is not needed right now). In a crisis, it's easy to feel unempowered and helpless; by providing actionable ways of supporting others in a crisis - you can shift the dial towards a proactive and positive outcome much sooner.

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3 Highlight the positive

The third step is to highlight the positive aspects of the crisis, such as the achievements, the learnings, and the opportunities. Recognize and appreciate the efforts and contributions of your employees, especially those who are directly involved in the crisis response or recovery. Share stories and examples of how your employees are coping, adapting, and collaborating in the face of the crisis. Emphasize the values and goals that unite your organization, and inspire your employees to overcome the challenges and achieve the desired outcomes.

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Shauna Elkin

Director @ Pfizer | Corporate Communications | Executive Communications | Employee Engagement | Change Management | Internal Communications | Data-Driven Strategist
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This needs to be done with nuance, sensitivity and appropriate timing. Acknowledging the "positive lessons learned" too early in the process of moving forward from a crisis can be perceived as inauthentic, lacking in empathy and tone-deaf.

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4 Encourage participation

The fourth step is to encourage participation and involvement of your employees in the crisis management and recovery. Ask for their input and suggestions on how to improve the situation, solve problems, or seize opportunities. Involve them in decision-making processes, where appropriate, and explain the rationale behind your choices. Empower them to take action and initiative, where possible, and provide them with the resources and guidance they need. Create a sense of ownership and accountability among your employees, and foster a culture of collaboration and innovation.

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5 Offer flexibility and support

The fifth step is to offer flexibility and support to your employees, especially those who are indirectly impacted by the crisis. Recognize and respect their individual needs and preferences, such as their work schedules, their work styles, or their personal circumstances. Provide them with options and alternatives, where feasible, and allow them to adjust and adapt to the changing situation. Provide them with access to resources and assistance, such as training, coaching, or counseling, to help them cope with the stress, uncertainty, or change.

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6 Solicit feedback and evaluation

The sixth step is to solicit feedback and evaluation from your employees, both during and after the crisis. Ask for their opinions and perceptions on how the crisis was handled, what worked well, what didn't work well, and what can be improved. Conduct surveys, interviews, or focus groups, and analyze the data and insights. Share the results and the actions you plan to take based on the feedback. Thank your employees for their participation and input, and demonstrate your commitment to learning and improvement.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you address the concerns of employees indirectly impacted by a crisis?

1

2

3

4

5

6

7

1 Acknowledge the impact

2 Provide regular updates

3 Highlight the positive

4 Encourage participation

5 Offer flexibility and support

6 Solicit feedback and evaluation

7 Here’s what else to consider

Internal Communications

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How can you address the concerns of employees indirectly impacted by a crisis?

1

2

3

4

5

6

7

1 Acknowledge the impact

2 Provide regular updates

3 Highlight the positive

4 Encourage participation

5 Offer flexibility and support

6 Solicit feedback and evaluation

7 Here’s what else to consider

Internal Communications

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感谢您的反馈

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