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Last updated on 2024年6月14日

What techniques help leaders communicate effectively in a crisis?

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When a crisis hits, effective communication is crucial for leaders to maintain trust, provide clear direction, and manage the situation. It's not just about what you say, but how you say it. Your ability to convey messages with clarity, empathy, and authority can make the difference between chaos and coordinated action. In this piece, you'll discover techniques that can help you communicate effectively during those critical moments when your leadership is put to the test.

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Walt Monegan

Retired Commissioner of Alaska's Department of Public Safety
Olivier CELO

Communication stratégique et interne, relations médias, leadership et management d’équipes pluridisciplinaires…

1 Clarity First

In a crisis, your message must cut through the noise. Start by being clear about the situation. Avoid jargon and complex language that could confuse your audience. Use simple, direct language to explain what has happened, what is being done, and what steps need to be taken. Remember, your goal is to inform and guide, not to overwhelm. Clarity also means prioritizing information so that the most critical points are communicated first. This helps ensure that your team understands the immediate actions that are necessary.

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Olivier CELO

Communication stratégique et interne, relations médias, leadership et management d’équipes pluridisciplinaires, organisation multinationale, gestion de crise, activités défense et aérospatiale
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Vous avez le droit de ne pas tout savoir sur les circonstances précises de l’incident. Vous devez exposer très clairement avec une chronologie simple les principaux éléments en votre possession.

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2 Show Empathy

During a crisis, people are looking for reassurance that their concerns are understood. As a leader, showing empathy is key to maintaining a connection with your team. Acknowledge the challenges and the emotions that your team may be experiencing. This doesn't mean you have to have all the answers, but it does mean you should listen actively and respond with compassion. Empathetic communication fosters a supportive environment where everyone feels valued and understood, which is essential during stressful times.

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Nicholas Williams, MPA

Law Enforcement Leader | Recruiter | Instructor | Investigator | DEI Professional | Executive Director
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I’ve found that most times people want to be heard and know that their voice means something. Taking the time out to hear and understand someone’s concerns can go a long way. You may not have all the answers but reassurance in the fact that you’ll try to find a solution is part of the foundation for leadership.

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Olivier CELO

Communication stratégique et interne, relations médias, leadership et management d’équipes pluridisciplinaires, organisation multinationale, gestion de crise, activités défense et aérospatiale
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Empathie vers les potentielles victimes et leurs proches, vers les équipes qui ont à gérer les suites de la crise et vers les personnes locales ou autres qui devront en subir les conséquences. Faites preuve d’empathie mais aussi de résolution pour sortir de cette crise de la plus rapide des manières.

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3 Be Accessible

Accessibility is critical in crisis communication. You need to be available to answer questions, provide updates, and address concerns. This might mean setting up regular briefings, being present on different communication channels, or simply ensuring that your team knows how to reach you. Your visibility as a leader provides reassurance and can help to quell rumors and misinformation that often arise during uncertain times.

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Olivier CELO

Communication stratégique et interne, relations médias, leadership et management d’équipes pluridisciplinaires, organisation multinationale, gestion de crise, activités défense et aérospatiale
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Rendez vous disponible pour répondre aux interrogations mais soyez aussi proactif pour couper court à ce qui peut se raconter dans votre dos. Assumez une communication qui apporte de la substance et ne subisse pas le tempo des réseaux sociaux et autres médias d’actualité continue.

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4 Maintain Consistency

Consistency in your messaging builds credibility and trust. It's important to deliver a consistent message across all platforms and to all stakeholders. If the situation changes, update your team promptly and maintain the core message. Consistency also applies to the frequency of communication; establish a rhythm for updates and stick to it. This helps set expectations and reduces anxiety about the unknown.

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5 Encourage Dialogue

A one-way flow of information is not enough in a crisis. Encourage dialogue by asking for input and feedback from your team. This two-way communication ensures that concerns are heard and addressed, and it can also provide valuable insights from different perspectives. Open dialogue can lead to better decision-making and reinforces the feeling of a collaborative effort in managing the crisis.

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6 Lead by Example

Finally, your actions speak louder than words. In a crisis, you must lead by example and embody the principles you communicate. If you stress the importance of calm and rational action, make sure you are demonstrating those behaviors. Your team will take cues from your conduct, so it's essential that you model the behavior you expect from others. This not only reinforces your message but also strengthens your position as a leader.

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Nicholas Williams, MPA

Law Enforcement Leader | Recruiter | Instructor | Investigator | DEI Professional | Executive Director
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As a leader you have to know when you need to lead from the front or the back. Both present many areas of opportunity and growth for both parties. I can never ask anyone to do anything I’m not willing to do myself. In a crisis it may take your expertise as a leader to get the group moving in the right direction. For example showing how a task can be done while getting in to help compared to only speaking to the instructions. This shows you can walk the walk and not just talk the talk.

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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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Walt Monegan

Retired Commissioner of Alaska's Department of Public Safety
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Everything mentioned above is spot on, the only area I would include is that in some events there will be shortcomings or even failures; it would be upfront to disclose these taking the responsibility. Then either explain them or commit that it is being investigated, and the outcomes will be shared so everyone can learn from them.

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Nicholas Williams, MPA

Law Enforcement Leader | Recruiter | Instructor | Investigator | DEI Professional | Executive Director
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Learning about and understanding emotional intelligence is crucial. This will help you to understand your staff more effectively and help to motivate them when needed.

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What techniques help leaders communicate effectively in a crisis?

1

2

3

4

5

6

7

1 Clarity First

2 Show Empathy

3 Be Accessible

4 Maintain Consistency

5 Encourage Dialogue

6 Lead by Example

7 Here’s what else to consider

Business Communications

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What techniques help leaders communicate effectively in a crisis?

1

2

3

4

5

6

7

1 Clarity First

2 Show Empathy

3 Be Accessible

4 Maintain Consistency

5 Encourage Dialogue

6 Lead by Example

7 Here’s what else to consider

Business Communications

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