How can you use problem solving skills to be an effective crisis communicator?

Effective communication is inherently tied to problem-solving skills. By approaching communication as a solution-oriented process, you can identify challenges, anticipate misunderstandings, and tailor your message to address them proactively. Your problem-solving prowess allows you to simplify complex ideas, making information more accessible to diverse audiences. Additionally, actively seeking feedback and adjusting your approach based on the context enhances your ability to connect with others. In essence, leveraging problem-solving skills in communication fosters clarity, understanding, and collaboration.

Before defining, I think it's very important to acknowledge that there is a problem. It's not uncommon to come across an attitude of "I don't see why it's an issue - but you got to do what you got to do". Truth is, without acknowledgement, it's difficult to own the matter and make a real difference.

Is this a crisis or is this an issue to be managed? The answer to this question will define your entire strategy. A crisis has a start and stop. A beginning and an end. You know what caused it. You know when it is over. You can address it and move on. An issue emerges, possibly evolves and never really goes away. It can be dormant for a period of time, simmer, boil and even be explosive. But it is omnipresent until and unless you change the underlying reality.

En la definición del problema, evita basarte en suposiciones de lo que crees que pasa. Una de las mejores formas de priorizar el mayor problema a solucionar es preguntarse ?Si ese problema no existiera, cómo funcionaría la realidad?, y verificar si en ese escenario se lograrían los objetivos que se persiguen. Lo que se debe evitar es enfocarse en problemas que, al final, no son los que obstaculizan los resultados.

Obtain as much information and evidence as you can when you are trying to define the problem. This will be helpful when you are generating solutions.

A key stakeholder in any crisis communications situation is legal counsel— you should be joined at the hip and in lock step. This partnership is 100% critical when dealing with any crisis situation.

En este punto es clave que la intención no sea encontrar culpables, sino entender cómo funciona la realidad que se quiere cambiar y los actores que intervienen en ella.

Beyond the initial analysis, delve deeper into stakeholder dynamics. Prioritize stakeholders based on influence, urgency, and relevance. Craft tailored messages that resonate with diverse audiences. This approach not only addresses the crisis at hand but also strengthens relationships, turning challenges into opportunities for impactful communication.

Se puede usar la técnica del escalador para vencer la resistencia al cambio. Esta técnica descompone la solución en peque?os pasos hasta encontrar el más peque?o; y luego fijar una intención de implementación que indica cuándo y dónde se pondrá en marcha ese primer paso.

To effectively handle crisis communication, implement solutions by executing a well-devised action plan. Utilize appropriate channels like press releases, social media, emails, and meetings for message delivery. Emphasize honesty, transparency, and empathy, steering clear of jargon, blame, or defensive tones. Consistently monitor the impact of your communications, ready to adjust strategies based on feedback and outcomes. This approach not only resolves the immediate crisis but also demonstrates your competence and credibility as an adept crisis communicator.

Documentation is one of the most forgotten steps during crisis management. Learning from experience is vital to improving the Crisis Communication activity, and this is only possible with the proper incident documentation. The majority of crises are familiar to a company. It is essential to have a good record of past issues and incidents and how the team dealt with them. That is the only way the current team in charge of the incident would be able to check what worked and what didn`t and implement a better solution now.

Being a solid problem solver is key in crisis communication. When things go wrong, you've gotta think quick, stay cool, and come up with solutions on the spot. It's all about analyzing the chaos, finding the best moves, and adapting fast. Whether it's crafting rapid responses, coordinating with teams, or tweaking strategies, problem-solving skills are your go-to superpower in managing crises effectively.

Stay calm! It's easy to get overwhelmed during a crisis. Document daily progress and discussions/ aligned next steps to the core crisis management team. Ensure you have a cross functional team as needed based on the crisis. After it tides over, ensure to check in on reportees and juniors and reward as necessary. A few years ago at one of my jobs, after an intense PR crisis period, which was also my first, not only was I recognised for the way I handled it but my managers would constantly ask me how I was doing vs just about the crisis at hand. In fact in the 1:1 after, we spoke only about how I was doing after that stress. This behaviour is something I wish to emulate when I am in the leadership team.