Crisis communication

Crisis communication

Question # 1 How quickly will you communicate?

Communicate early and often.

https://hbr.org/2014/03/the-crisis-communications-playbook-what-gms-mary-barra-and-every-leader-needs-to-know/

In an information vacuum, people make things up.

So, it’s smarter to communicate quickly rather than let the rumour mill do the job for you.

http://smartblogs.com/leadership/2014/09/09/4-tips-to-help-leaders-communicate-during-a-crisis/

No news is often worse than bad news.

Therefore, communicate continuously.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 73 - 77.

Question # 2 Which facts will you communicate?

Communicate detailed answers to these questions: 1. What happened?

2. When did it happen?

3. Where did it happen?

4. How many people are involved?

5. Where are those people now?

6. How dangerous is the situation?

7. What happens next? http://www.clarkcommunication.com/PRTips/Crisis_Communication_Management.php

Question # 3 How will you listen to what people are saying on social media?

Listen to social media communication.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 60.

Sources https://twitter.com https://www.ushahidi.com

Get the right information by listening to people who have the right information and are telling the truth. http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 45 and 78.

Further inspiration

https://www.teacherspayteachers.com/Product/Listening-tips-1485898

Question # 4 How quickly will you go to where the crisis is?

To understand the crisis even better, go to where the crisis is.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 16 and 67.

Question # 5 Which 1 goal will you focus on?

Choose 1 and only 1 goal.

Be very clear about what that goal is.

Carlos Ghosn Source http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 52.

Question # 6 What is your top priority?

Example

Which ports need to be rebuilt first after the earthquake? http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 22.

When Johnson & Johnson CEO Jim Burke learned of a Tylenol tampering incident, he immediately ordered the removal of all Tylenol bottles from the market.

After removing all Tylenol bottles from the markets, cause and responsibility was sorted out. https://hbr.org/2014/06/when-to-resign-and-when-to-clean-up-the-mess/

Question # 7 When will you make a decision yourself? When will you not?

Be decisive when you need to.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 43.

Delegate decision making power to people who are closer to the crisis situation and therefore better able to make the right decision. http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 45.

Further inspiration https://www.teacherspayteachers.com/Product/What-is-good-leadership-1489536

Question # 8 How good are you at admitting and fixing mistakes?

When you make a mistake, admit it immediately.

https://hbr.org/2014/03/the-crisis-communications-playbook-what-gms-mary-barra-and-every-leader-needs-to-know/ http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 36.

Fix the mistake immediately.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 36.

When uncertain factors influence the situation, be ready to divert from the plan when you need to. http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 45

Question # 9 How much do you trust your values?

Trust your values, your intuition, your personal convictions after having listened to different / opposing / contradictory opinions / views.

Carlos Ghosn http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6 Minute 39.

Further inspiration https://www.teacherspayteachers.com/Product/Questions-to-discover-your-values-1329394