Crisis Communication Plans
Whether a staff member is suffering reactions to the stress of a personal or work situation or psychological trauma as a result of a workplace accident or critical incident, stress and trauma can damage business day to day operations.
Communication differs in a crisis situation. Common human emotions can be increased after an event which can lead to negative behaviors.
Denial, fear, loss, hopelessness or helplessness, are often suppressed feelings that can happen during or after an event. When staff feels anxiety or flight or fight instinct, more information can control these feelings. It is important to have a communications plan to deal with employees during and after an event.
For many of the staff making a decision in a Crisis situation is not the same as a decision made under normal conditions. People cling to current beliefs of how bad they believe a situation is. They remember what they initially saw or felt.
Communication must be:
- Simple
- Timely
- Accurate
- Repeated
- Credible
- Consistent
Communicating risks in an emergency is also different. All risks are not accepted as easily. There are opposing factors that make a huge difference in the emotions of the staff.
Some of these are:
- Controlled personally vs. Controlled by others
- Natural vs. Manmade
- Reversible vs. Permanent
- Affecting children vs. Affecting Adults
What not to do is as important as what to do in the communication process. Do not overly reassure because this can make the listener think “they protest too much.” Do not state promises but rather state a confidence in your pre planning Emergency, Disaster Recovery, Crisis Plan, Business Continuity plan etc based on the situation. Do not tell the staff how they should or should not feel.
A high estimate of damage that is reported to be less at a later time is much more acceptable as opposed to increasing bad news. State continued concern before stating reassuring updates. Let the listener know that someone still cares.
Anxiety is reduced by action. Hopelessness is no longer quite an option. Prepare actions that the staff can do together to ease some of the feelings. For example:
- Candlelight vigil
- Prepatory actions such as putting together support teams
- Family support actions
Your Crisis Psychology plan must include a process for:
- Time Perspective -Inform staff when everything may be better under control. Give the “worst case” scenario.
- Self-Certainty – Help the staff feel their self-image is good
- Anticipation of Achievement – Help the staff feel that they will be able to do well
- Leadership Polarization – Let them know that they can be a leader and a follower, whichever is called for in a given situation
- Ideological – Especially for International locations be aware of the basic social, philosophical, or religious values that your entities outlook is based upon.
Article ©2008, Ms. Michael C. Redmond, Redmond Worldwide, Inc. Redmond Worldwide, Inc. is an international risk consulting firm, specializing in enterprise risk management, business continuity and information security.
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