How can oral communication skills help you manage a crisis in your organization?

1 Identify your audience

Before you speak, you need to know who you are speaking to. Different audiences may have different needs, expectations, and emotions during a crisis, and you need to tailor your message accordingly. For example, your employees may need reassurance, guidance, and support, while your customers may need apologies, explanations, and solutions. You also need to consider the tone, style, and channel of your communication, depending on the formality, urgency, and sensitivity of the situation. For instance, you may use a phone call, a video conference, or a face-to-face meeting for more personal and direct communication, while you may use an email, a newsletter, or a memo for more general and formal communication.

4 Be clear and concise

During a crisis, you need to communicate clearly and concisely, as your stakeholders may have limited time, attention, and patience. You need to avoid ambiguity, jargon, and unnecessary details that may confuse or distract them. Instead, you should use simple, direct, and precise language that conveys your main points and actions. You should also use examples, stories, or analogies that illustrate your message and make it more memorable. You should also repeat or summarize your key messages at the beginning and end of your communication, to ensure that they are understood and remembered. By being clear and concise, you can show your professionalism, competence, and confidence to your stakeholders, and ensure that they receive and retain your information.

5 Be consistent and coherent

During a crisis, you need to communicate consistently and coherently, as your stakeholders may receive multiple and conflicting messages from different sources. You need to avoid inconsistency, contradiction, and confusion that may undermine your credibility, trust, and reputation. Instead, you should coordinate and align your communication with your team, your organization, and your external partners, to ensure that you deliver a unified and coherent message. You should also update and inform your stakeholders regularly and promptly, to avoid speculation, rumors, and misinformation. By being consistent and coherent, you can show your reliability, stability, and authority to your stakeholders, and maintain their engagement and satisfaction.

6 Be responsive and adaptable

During a crisis, you need to communicate responsively and adaptably, as your stakeholders may have changing needs, expectations, and feedback. You need to avoid rigidity, inflexibility, and indifference that may alienate or frustrate them. Instead, you should monitor and evaluate your communication, and seek and incorporate their input, to ensure that you meet their needs and preferences. You should also be prepared and willing to adjust your communication, based on the evolving situation, new information, or unforeseen challenges. By being responsive and adaptable, you can show your openness, responsiveness, and agility to your stakeholders, and enhance your effectiveness and efficiency.

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?