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How can phone calls be used most effectively for crisis communication?

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Crisis communication is a vital skill for any organization that wants to protect its reputation, maintain trust, and resolve conflicts. Phone calls are one of the most common and effective channels for crisis communication, but they also have some challenges and limitations. In this article, you will learn how to use phone calls most effectively for crisis communication, and what to avoid or complement them with.

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1 Plan your phone calls

Before you make or take a phone call in a crisis situation, you need to have a clear plan. Who are you calling, and why? What are your objectives and key messages? What are the possible questions or objections you might face, and how will you respond? How will you document and follow up the call? Planning your phone calls will help you communicate more confidently, consistently, and constructively.

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Syed Ali

Corporate Communication Specialist | Communication on Sustainability | ESG | Public Relations | Corporate Branding |Outreach and Partnerships| Employer Branding
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In crisis communication, leveraging phone calls is a paramount strategy for ensuring swift and personal outreach. The immediacy of phone calls facilitates the rapid dissemination of crucial information, offering a direct and empathetic connection during times of crisis. This personal touch is invaluable, fostering a sense of understanding and support. Moreover, phone calls enable a two-way communication flow, allowing for real-time exchange of information and addressing concerns promptly.

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Vibhuti Gupta

Corporate Communication Specialist | Branding Expert | Thought Leadership Advocate
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I always consider phone calls as a lifeline in a crisis—direct, immediate, and reassuring. Start by having a clear script—concise yet empathetic. Call key stakeholders first, keeping them informed. Speak with a calm, steady tone, instilling confidence. Be prepared to answer questions, showing transparency. Personalize calls when possible; it's like offering a human touch in challenging times. Lastly, have a follow-up plan—ensure everyone knows the next steps. Phone calls in a crisis are your direct connection to stability and trust.

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Craig Cox

Founder & CEO @ The Better Growth Company ? Author of Cox’s Chronicle ? Director of Public Affairs & Public Policy ? Corporate Strategist & Career Counsellor ? Business Owner & Non-Executive Director
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It's crucial to understand the political landscape surrounding the crisis. Who are the stakeholders & their interests? Risks and rewards of different actions? Amswer these questions to create a plan that takes into account the vitals of all parties involved. Consider the importance of active listening during phone calls - not only hearing what the other person is saying but understanding their underlying motivations and concerns. By doing so, you can tailor your message to their needs and increase the chances of a successful outcome. Don’t forget the power of empathy and emotional intelligence in a crisis. Showing that you understand and care about the concerns of others, you build trust and a foundation for productive negotiations.

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Diana Petru

Global Employer Branding Community Manager at Wargaming | Ph.D. in Modern History
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Phone calls are a bit outdated right now, but you can use online calls for better efficiency. They can convey emotions and transparency.

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2 Be empathetic and respectful

Phone calls are a personal and direct way of communicating, which means you need to be empathetic and respectful to your callers. Whether you are calling an angry customer, a worried stakeholder, or a distressed employee, you need to acknowledge their feelings, listen actively, and show compassion. Avoid being defensive, dismissive, or aggressive, and use positive and polite language. Remember, your tone of voice and your words can make a big difference in how your message is perceived and received.

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Joan Bishio

Environmental Comms|Creating Communication strategies to drive climate action in Africa|Content Creation|Social Media Mgt|Creative Storytelling| Community Engagement| WSA Youth Ambassador
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Phone calls are very direct and it’s very important to allow space for expression from the other party. Make they feel comfortable to express themselves and offer reassurances that you’re there to listen.

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3 Be clear and concise

Crisis communication is not the time for long and vague phone calls. You need to be clear and concise about the situation, the actions you are taking, and the expectations you have. Use simple and straightforward language, avoid jargon and acronyms, and repeat or summarize the main points. Confirm that your caller understands and agrees with what you are saying, and ask for feedback or questions. Keep your phone calls as short and focused as possible, and avoid unnecessary or irrelevant details.

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4 Be honest and transparent

One of the most important principles of crisis communication is honesty and transparency. You need to tell the truth, admit your mistakes, and share the facts as they are. Do not lie, exaggerate, or speculate on the phone, as this will only damage your credibility and trust. If you do not know the answer to a question, say so, and promise to get back to the caller as soon as possible. If you have bad news to deliver, do it with empathy and sincerity, and explain the reasons and the consequences.

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5 Be consistent and coordinated

Crisis communication is not a solo act. You need to be consistent and coordinated with your team and your organization. Make sure you are aligned with the official crisis communication plan and strategy, and follow the guidelines and protocols. Do not contradict or undermine what others are saying or doing, and do not share confidential or sensitive information on the phone. If you have multiple phone calls to make or receive, prioritize them according to their urgency and importance, and keep track of them.

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6 Be flexible and adaptable

Phone calls are not the only or the best channel for crisis communication. You need to be flexible and adaptable to the changing circumstances and the needs of your audience. Sometimes, you might need to use other channels, such as email, social media, or video conferencing, to communicate more effectively, efficiently, or securely. Sometimes, you might need to adjust your message, tone, or approach, depending on the feedback or the outcome of your phone calls. Be ready to switch or supplement your phone calls with other methods, as needed.

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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?

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RAM KUMAR

Sales And Marketing Strategist, Strategy Management Consultant, Mentor, Build People, Engage minds,
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Hi.......Effective Crisis Communication always must be in-person. Yes phone calls can be made but short, crisp, and a foundation to be laid for in-person meeting. Remember, we are in H2H World. Nothing is more effective than Human2Human communication. Good luck. #rkquestions #rkthoughts....Does a benignant attitude indicate hostility? #conversationintelligence #challengeyourself

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How can phone calls be used most effectively for crisis communication?

1

2

3

4

5

6

7

1 Plan your phone calls

2 Be empathetic and respectful

3 Be clear and concise

4 Be honest and transparent

5 Be consistent and coordinated

6 Be flexible and adaptable

7 Here’s what else to consider

Corporate Communications

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How can phone calls be used most effectively for crisis communication?

1

2

3

4

5

6

7

1 Plan your phone calls

2 Be empathetic and respectful

3 Be clear and concise

4 Be honest and transparent

5 Be consistent and coordinated

6 Be flexible and adaptable

7 Here’s what else to consider

Corporate Communications

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