Transcript

At Solv Communications, we consider communications an essential skill for leaders, and it’s vital for surviving and thriving in any crisis. Hi, I’m Nicole Harris, Lead Trainer at Solv Communications.

In today’s fast-paced world of tweets, an incident can go viral in the blink of an eye. That’s why it’s essential to communicate quickly during a crisis, and to keep the message consistent with all external and internal stakeholders.

Here’s some of our top tips for communicating when the stakes are high.

Step 1. Communicate quickly during a crisis. Setting the narrative and asserting control at the start of a crisis puts you in control of that situation. Remember, without your voice, your message won’t be heard, and others will fill that information void, and they may not have your organization’s best interests at heart.

Step 2. Deliver the right message with a genuine tone. Words matter, especially during a crisis, and so does the way in which you deliver your message. Research shows that over 70% of how your message is received is determined by your body language. So if you have to explain an incident and offer an apology, be heartfelt and express empathy, because at the end of the day, people will always remember how you made them feel.

Step 3. Be transparent in all your communication. A crisis will invite scrutiny, and that’s why it’s vital that you’re transparent with all your stakeholders. If you have bad news to deliver, it’s best to deliver it on your own terms before it’s uncovered by a reporter. And ends up as a scandalous headline. Remember, own the situation, be transparent about what you know, who you’re cooperating with, and what steps you are taking to correct the issue.

If you follow these Solv Communication tips, your organization and your reputation will survive and thrive when crisis strikes. Thanks for watching.