You're facing a crisis in communication strategy. How do you strike a balance between urgency and calmness?

If you are facing a communications crisis, it is essential to remain calm. That is why you call someone like me. Crisis communication is a thing because it is hard to think clearly when your house is burning down. When your house is on fire, you call the fire department. When your figurative house is on fire, call in the experts!

You need to engender buy-in and action, not resentment and blame. So firstly, keep language clear, concise and unambiguous. Second, be conscious of tone - a crisis needs a leader not a dictator. The leader is the facilitator of a team result. A practical example: replace "I need you to..." with "stakeholders will expect us to..."

A crisis is simply a situation that needs extra attention, like a twin throwing a tantrum for some TLC. I've had my share of crises, and here's what has worked for me: 1. Being inclusive: Ensuring communication flows freely among all stakeholders based on the situation's severity. 2. Communicating: Sharinge what happened and the steps being taken to resolve it. 3. De-escalate: As a comms rep, mediate between the organization and stakeholders to diffuse tensions. 4. Avoid blame: Focus on solutions, not fault-finding. Embrace the rush: Use your experience to guide the team and management. Et voila, crisis solved!

In times of crisis, balancing urgency with composure is essential. First, act swiftly to address the situation, but ensure your message is clear and well-considered. Avoid rushed, reactive communication by taking a moment to assess the facts before speaking. Maintain a calm tone, showing leadership and control, while being transparent about the steps being taken. Prioritize frequent updates to keep stakeholders informed, but avoid overloading them with unnecessary details. This measured approach helps build trust and demonstrates that, even in a crisis, the situation is being handled responsibly and thoughtfully.