How do you talk to stakeholders about change or crisis management?

1 Identify your stakeholders

Before you craft your message, you need to know who your stakeholders are and what their interests, concerns, and expectations are. Stakeholders can include internal and external parties, such as employees, customers, suppliers, investors, regulators, media, and community. Depending on the type and scale of the change or crisis, you may need to prioritize and segment your stakeholders based on their influence, impact, and urgency. For example, you may need to communicate first with your employees and customers if the change or crisis affects their safety, productivity, or satisfaction.

2 Choose your channels

Once you have identified your stakeholders, you need to choose the most appropriate and effective channels to reach them. You may need to use different channels for different stakeholders, depending on their preferences, accessibility, and engagement level. For example, you may use email, phone, or video calls for internal stakeholders, and social media, website, or press releases for external stakeholders. You may also need to use multiple channels to reinforce your message and ensure consistency and clarity. For example, you may follow up an email with a phone call or a video call with a summary document.

4 Invite feedback

After you deliver your message, you need to invite feedback from your stakeholders. You need to listen actively and attentively to their questions, comments, and suggestions, and respond respectfully and constructively. You need to address any gaps, misunderstandings, or objections that may arise, and provide additional information or clarification if needed. You also need to thank your stakeholders for their input and support, and show that you value their opinions and contributions.

5 Follow up

Finally, you need to follow up with your stakeholders regularly and update them on the progress and outcomes of the change or crisis management. You need to keep them informed of any new developments, challenges, or opportunities that may affect them or the organization. You also need to solicit their feedback and input on how the change or crisis management is going and what improvements or adjustments can be made. You also need to recognize and appreciate their efforts and achievements, and celebrate any successes or milestones.

6 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?