Olivia Pope's Guide to Crisis Communications: It's Not Just Red Wine and Popcorn

If you're like me, the show "Scandal" is your guilty pleasure and Olivia Pope is your role model for crisis management, embodying strength, intelligence, and unparalleled grace under pressure. She sometimes makes managing a crisis look as easy as strutting in a designer trench coat. But let's face it, in the real world, crisis communications is less about dramatic monologues and more about strategic planning and quick thinking. So, let's channel our inner Olivia Pope and delve into the art of crisis communications, where the stakes are high, the solutions are not always clear, and the only acceptable outcome is to say, "It's handled."

BEFORE THE CRISIS

If you're asking yourself how you could possibly be prepped BEFORE a crisis, then read on, fellow Gladiator!

1. Assemble Your Team: Just like Olivia Pope has her team of loyal gladiators, ensure you have a dedicated crisis management team in place. These should be individuals who can stay calm when everyone else is losing their heads. They should also represent multiple views within your organisation - from sales and marketing to legal and PR - each view will add its own value.
2. Prepare Your Toolbox: Develop a crisis communication plan. This should include what are the potential scenarios that could occur and then develop the key messages and a clear chain of command for each. Remember, a well-prepared toolbox is half the battle won.
3. Train Like It's the Apocalypse: Regular training and simulation exercises will keep your team sharp. This is especially true in industries that are more technical in nature. Don't forget media training! Having the right external spokespeople media ready is a crucial part of this process. After all, you don't want to be learning how to use a fire extinguisher when your kitchen is already ablaze.
4. Know Your Friends and Foes: Identify your stakeholders – employees, customers, investors, and the media. Understand their needs and expectations, so you're not caught off guard.
5. Reputation Radar: Regularly monitor your organization's reputation. Keep an ear to the ground and an eye on social media – it's often the first place where a crisis will rear its ugly head. Another good strategy is to ensure your external space is filled with as much positive news as possible to help cushion any blow.

DURING THE CRISIS

Ok. We're in it now.

1. Stay Calm and Channel Your Inner Olivia: Panic is contagious, but so is calm. Take a deep breath, put on your best white hat, and get ready to handle it.
2. Communicate Early and Often: I once had a manager who used to say "Deliver bad news fast!". Silence can be deafening in a crisis - for both your internal and external stakeholders. Where appropriate, be proactive in your communications, and keep everyone informed with regular updates.
3. Stick to the Script: Refer to your pre-prepared key messages. This isn't the time for improvisation – unless you're Olivia Pope, but even she sticks to a plan.
4. Humanize Your Response: At the end of the day, we're all human. Don't underestimate the power of empathy and understanding. People want to know you care, not just about the crisis, but about them.
5. Fact-Check Like a Journalist: In the era of fake news, ensuring the accuracy of your information is critical. Double-check, no, triple-check before you disseminate.

AFTER THE CRISIS

Deep breaths. Its over.

1. Debrief and Dissect: Once the storm has passed, gather your team and review what went well and what could have been better. Every crisis is a learning opportunity.
2. Mend the Fences: Reach out to those impacted by the crisis. A little TLC (tender loving care) can go a long way in repairing relationships.
3. Update Your Playbook: Revise your crisis communication plan based on the lessons learned. The next crisis might be just around the corner.
4. Share the Knowledge: Educate the rest of your organization about the crisis and how it was managed. Transparency builds trust.
5. Celebrate the Wins: Don't forget to acknowledge and celebrate the hard work of your team. After all, they just navigated a crisis – they deserve a pat on the back.

So, there you have it - your very own Olivia Pope-inspired playbook for mastering crisis communications. Remember, in the world of crisis management, it's not just about solving problems; it's about how you communicate your way through them. And with these strategies in your arsenal, you're ready to face any challenge and confidently declare, "It's handled."