Crisis Communication
How to Communicate Effectively with Customers and Colleagues During a Crisis
We have all found ourselves at some stage in the middle of a crisis at work – whether it’s a crisis with a customer, a product release in crisis mode, or a crisis of confidence within a team. For managers – whether managing a team directly or leading across a matrix – these situations bring an added responsibility: to assess what is happening, provide direction and help others respond effectively.
When a crisis is real, how we respond – and particularly how, when and with whom we communicate – can have a major impact on the outcome. The principles and proven practices of crisis management provide practical strategies for assessing situations, containing problems and communicating effectively with the people involved.
In this workshop, managers will learn how to apply these principles to the day-to-day crises they encounter with customers, colleagues and teams. In particular, we will explore how effective communication can help managers create clarity, coordinate action, reduce the impact of a crisis and move towards resolution.
