You're facing a crisis in the corporate world. How can emotional intelligence help in communication?

In a corporate crisis, emotional intelligence (EI) is crucial for effective communication. It enables you to manage stress, respond calmly, and make thoughtful decisions under pressure. For example, during the 2018 Starbucks incident, CEO Kevin Johnson used EI to acknowledge customer emotions, offer a sincere apology, and take swift corrective action. By recognizing and addressing the emotions of all stakeholders—employees, customers, and the public—you can craft messages that resonate, rebuild trust, and guide the organization through the crisis. EI fosters empathy and clarity, turning a potentially damaging situation into an opportunity to strengthen relationships and reputation.

Emotional intelligence (EI) plays a crucial role in crisis communication by helping leaders manage their own emotions and understand those of others. With high EI, you can convey empathy, maintain calm under pressure, and tailor your messaging to address the concerns of stakeholders effectively. This approach fosters trust, de-escalates tensions, and ensures clear, thoughtful communication during challenging times.

I would like to add that emotional intelligence also plays a vital role in fostering trust and collaboration during a crisis. When leaders demonstrate self-awareness and empathy, they create a supportive environment where team members feel valued and understood. This, in turn, encourages open communication and collective problem-solving, which are essential for navigating challenging situations effectively. By leveraging emotional intelligence, leaders can guide their teams through uncertainty with resilience and cohesion.

En momentos de crisis, la eficacia de las respuestas de la empresa depende de la alineación a nivel de los gerentes de los diferentes departamentos involucrados y sus respectivos equipos de colaboradores. Para alcanzar una visión compartida de los retos a superar y las respuestas más convenientes, en función de una comunicación efectiva hacia fuera y dentro de la organización, la inteligencia emocional es indispensable. De lo contrario no se logra tener un lenguaje unificado frente a la situación.

En muchos casos, ver una situación con empatía es lo que permite darse cuenta que estás frente a una crisis y cuáles son las respuestas más estratégicas que la empresa necesita comunicar. Sin empatía, es difícil ver a todos los afectados en una crisis, cómo están afectados y, en consecuencia, ponerse en sus zapatos para comunicarse con ellos con efectividad. Inclusive, las crisis involucran a personas con intereses contrapuestos. Pero la empatía nos permite encontrar puntos en común para responder con coherencia.

Emotions are contagious. Team members look to their leaders for cues on how to behave. If you stay calm in a crisis as the Corp Comms leader, your team members will stay calm. In a calm state, you, your team, and your relevant colleagues are much more likely to respond to the crisis in appropriate ways that help the situation immediately improve. How can you stay calm as a leader? It might seem overly simple, but start by maintaining a pleasant expression, with a half smile. The act of smiling makes us and others feel better. Remember to breathe. Take a few deep breaths and center yourself. This will enable you to focus intently on the situation, ask good questions, and give appropriate direction. Pause for a moment before responding.