EFFECTIVE COMMUNICATION

In the absence of information, people assume the worst. For this reason, e?ective communication is especially vital in a crisis. People are already afraid and on edge. A lack of regular communication makes their fears worse. Inconsistent or contradictory information also magnifies fear because people don’t know what to believe. Fear leads to paralysis.

Leaders communicate constantly, consistently, clearly and with candor. When they don’t know, they say so. When they need to seek the expertise of others, they say so. When they make a mistake, they say so. They always tell the truth to the best of their ability. If the facts change, they say so.

Communication is a two-way street. It is not simply talking at people. E?ective communication means that people receive the message that has been sent. Message receipt is imperative because it lets people know what is expected of them and what they should do.

E?ective communications in a crisis is always focused on context, problem-solving and progress.

Constant communications can sometimes feel like a waste of time. Shouldn’t we all just get back to work? Or we assume we’ve said something so many times we don’t need to say it again. A psychologist will tell you that people need to hear something new between seven and ten times before they accept and understand it. A psychologist will also tell you that in times of uncertainty and stress, repetition and routine are reassuring. In my experience, if you feel like you are communicating too much, you’ve probably got it just about right.

?To learn more, check out Carly's digital leadership course: Unlocking Your Potential