There was a train accident 2 nights ago in Kuala Lumpur. While there were no fatalities, many were injured, some being in critical condition. The nation has many questions. Investigations have started. But many are incensed with the way the press conference by the service provider was conducted yesterday.

Crisis can happen in your business anytime. It is what you do in the face of the crisis that makes a lot of difference. Here are some thoughts that you should consider:

1. Be prepared. Anticipate crisis. Don’t wait for one to happen before you form a crisis management team. Develop a plan. If you don’t have one, now’s the time to brainstorm potential crisis situations and your response to them.
2. Craft your communication strategy. Decide on your spokesperson in a crisis situation and make sure he/she is trained in the art of crisis communication. Designate a backup person if the main spokesperson is not available. Your messaging must be consistent. Prepare templates for your messaging for statements and list of talking points. All communication, especially to the press and public must go through highly coordinated channels. Keep these channels at the minimal. (Actually, a single one is best).
3. Act fast. Respond in a timely manner. In this digital age, news travel fast — in nanoseconds. We no longer have the luxury of waiting.If you don’t shape the narrative, someone else will do it for you. The longer you wait, the bigger the damage.
4. Be accurate – as much as possible. Speed does not mean you sacrifice accuracy of information. Your organisation’s credibility is already in jeopardy at this time. If you project that you are not on top of the situation (or worse, trying to lie), it will be disastrous. The correct information will surface eventually.
5. Accept responsibility. Be humble and apologise. The organisation must come across as sincere to accept responsibility, be accountable, and to help the victims. Express empathy. You do not want to project that you are uncaring or attempting to deflect blame. Do not attack journalists who are asking the difficult questions.
6. Choice of words matter. Try not to respond to questions with ‘No comments‘ or ‘Let me speak off-the-record‘. It implies guilt.
7. Reflect. It’s impossible to prepare for all crisis situations. Each one comes with something we can learn from, reflect on, as well as apply to your next crisis. (Yes, there will be a next one.)

This list is not exhaustive, of course. Having a plan to manage crisis and a team that communicates well can make a big difference to your business.

#communication #crisismanagement #LRTaccident #crisisleadership
#gp #trainergina #ginaphan

(Image by jan baars  from pixabay.com)

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About the Author: Gina Phan is a consultant and trainer with Zinfinity Consulting. She currently conducts courses in workplace performance skills. Click here to contact her, follow her on Facebook or connect with her on Linkedin.

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