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How do you manage stress and cope with emotional demands in crisis communication and media relations?

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Crisis communication and media relations are essential skills for emergency managers, but they can also be stressful and emotionally demanding. How do you cope with the pressure, the uncertainty, the scrutiny, and the potential impact of your messages on the public and the media? In this article, you will learn some tips and strategies to manage stress and emotional demands in crisis communication and media relations.

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Davide Gualini MA

Corporate Security | Travel Security | Incident Management

1 Know your role and your audience

One of the first steps to cope with stress and emotional demands in crisis communication and media relations is to understand your role and your audience. As an emergency manager, your role is to provide accurate, timely, and consistent information to the public and the media, as well as to coordinate with other stakeholders and partners. Your audience is diverse and may have different needs, expectations, and reactions to your messages. Therefore, you need to tailor your communication style and content to suit your audience, while maintaining your credibility and authority.

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Davide Gualini MA

Corporate Security | Travel Security | Incident Management
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Understanding your role helps you establish a sense of purpose and clarity in high-pressure situations. Know your responsibilities, authority, and boundaries within your organization's crisis communication and media relations framework. This clarity can reduce uncertainty and stress. Recognizing your audience is essential for tailoring your communication effectively. During a crisis, you may have various stakeholders, such as the media, the public, customers, employees, or government agencies. Each group may have distinct information needs, concerns, and communication preferences.

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Christopher Church
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For me and my team, the first step is to realize "you are human" and acknowledge the stressors. We also employ a "buddy system" for command and general staff, where one specifically looks out for the other. Works well... sometimes we don't understand ourselves well enough to see how the stress is affecting us.

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2 Prepare and practice

Another way to cope with stress and emotional demands in crisis communication and media relations is to prepare and practice. Preparation involves gathering and verifying relevant information, developing key messages and talking points, anticipating questions and challenges, and identifying resources and support. Practice involves rehearsing your delivery, testing your equipment, and getting feedback and coaching. By preparing and practicing, you can reduce anxiety, improve confidence, and enhance performance.

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Davide Gualini MA

Corporate Security | Travel Security | Incident Management
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Preparation and practice play a crucial role in coping with stress and emotional demands in crisis communication and media relations. Developing a crisis communication plan, conducting scenario-based training, staying informed and up-to-date, creating message templates, rehearsing spokesperson roles, and reviewing and updating your crisis communication plan are the steps to be prepared during a crisis. Preparation and practice provide a sense of readiness and confidence when facing a crisis. By familiarizing yourself with various scenarios, refining your messaging, and practising your communication skills, you can effectively cope with the stress and emotional demands that arise in crisis communication and media relations.

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Christopher Church
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Pre-written message templates for known or suspected emergencies/disasters can be a big preparedness item. Not that the templates are intended to be used verbatim (though they sometimes can), having a starting point for each of the threat annexes to your plans will help.

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3 Monitor and manage your emotions

A third way to cope with stress and emotional demands in crisis communication and media relations is to monitor and manage your emotions. Emotions are natural and inevitable, especially in a crisis situation, but they can also interfere with your communication effectiveness and well-being. Therefore, you need to be aware of your emotional triggers, signs, and effects, and use strategies to regulate them. Some strategies include breathing exercises, positive self-talk, reframing, and seeking social support.

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4 Communicate with empathy and compassion

A fourth way to cope with stress and emotional demands in crisis communication and media relations is to communicate with empathy and compassion. Empathy is the ability to understand and share the feelings of others, while compassion is the willingness to act on that understanding. By communicating with empathy and compassion, you can build trust and rapport with your audience, acknowledge their concerns and emotions, and show that you care. This can also help you cope with your own emotions, as you can relate to others and feel less isolated.

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Davide Gualini MA

Corporate Security | Travel Security | Incident Management
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Tailor your communication style and tone to match the needs of your audience. For example, the language and level of detail you use with the media may differ from what you use when addressing employees or the general public. Be empathetic, compassionate, and transparent in your messaging.

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5 Learn from feedback and experience

A fifth way to cope with stress and emotional demands in crisis communication and media relations is to learn from feedback and experience. Feedback is the information you receive from others about your communication performance, while experience is the knowledge and skills you gain from practice and exposure. By learning from feedback and experience, you can improve your communication competence, identify your strengths and weaknesses, and address any gaps or errors. This can also help you cope with stress and emotional demands, as you can recognize your achievements and areas for improvement, and avoid repeating mistakes.

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Davide Gualini MA

Corporate Security | Travel Security | Incident Management
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Actively seek feedback from your audience to gauge their understanding, satisfaction, and concerns. This can help you refine your communication strategy and ensure that you are meeting their needs effectively. Feedback also provides an opportunity for continuous improvement in future crisis situations.

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6 Take care of yourself

A sixth way to cope with stress and emotional demands in crisis communication and media relations is to take care of yourself. Taking care of yourself involves attending to your physical, mental, and emotional health, as well as your personal and professional needs. Some ways to take care of yourself include getting enough sleep, eating well, exercising regularly, relaxing, having hobbies, and setting boundaries. By taking care of yourself, you can prevent burnout, enhance resilience, and maintain balance.

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Christopher Church
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Try the "buddy system". Each person has one designee they are responsible for monitoring. Not performance, but wellness monitoring. As in "hey, you seem a bit off. Are you OK?"

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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 do you manage stress and cope with emotional demands in crisis communication and media relations?

1

2

3

4

5

6

7

1 Know your role and your audience

2 Prepare and practice

3 Monitor and manage your emotions

4 Communicate with empathy and compassion

5 Learn from feedback and experience

6 Take care of yourself

7 Here’s what else to consider

Emergency Management

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How do you manage stress and cope with emotional demands in crisis communication and media relations?

1

2

3

4

5

6

7

1 Know your role and your audience

2 Prepare and practice

3 Monitor and manage your emotions

4 Communicate with empathy and compassion

5 Learn from feedback and experience

6 Take care of yourself

7 Here’s what else to consider

Emergency Management

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