Crisis Communications
"The problem with communication ... is the illusion that it has been accomplished. - George Bernard Shaw"
"Many attempts to communicate are nullified by saying too much. - Robert Greenleaf"
Shaw and Greenleaf are not contradicting each other! Good communication is a skill. Communicating too much, too little, or even nothing at all can be a boon or a drawback! The teller’s expressions and intentions may well be misconstrued by hearers. Trust or distrust is established in communications.
In a crisis situation, there are categories of audiences interested to know what is the situation, what has happened, who is in charge, what is being done, how has the situation impacted them or will impact them. You would want to be as truthful, accurate and prompt about the information dispensed. Yet inevitably there will be the dilemma - to say or not to say, to tell the truth or not to tell the truth!
Who to say, how to say, and how to remain consistent throughout the period – can affect the outcome of the crisis management. Either you win the audiences’ empathy or be hurled objects of their wrath; one helps and the other aggravates your crisis management.
Crisis Communications is critical during a crisis involving members of the public!
