Crisis Communication - Texas€¦ · Crisis Communication Communication Techniques Designed to Help...
Transcript of Crisis Communication - Texas€¦ · Crisis Communication Communication Techniques Designed to Help...
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Crisis CommunicationCommunication Techniques Designed to Help
Communicate Effectively with Persons that are in or are Experiencing a Crisis
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What is a Crisis?
“People are in a state of crisis when they face an obstacle to important life goals—and obstacle that is, for a time, insurmountable by the use of customary methods of problem-solving.” (Caplan, 1961)
“…an upset in equilibrium at the failure of one’s traditional problem-solving approach which results in disorganization, hopelessness, sadness, confusion, and panic.” (Lillibridge and Klukken, 1978)
“…crisis is a perception or experience of an event or situation as an intolerable difficulty that exceeds the person’s current resources and coping mechanisms.” (James and Gilliland, 2001)
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Crisis Communication shows how to look creatively at conflict, offering
specific, powerful, and usable strategies to resolve tense situations.
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Individual Goal
To develop habit of mind that will guide you to become a consciously competent communicator
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Professionals:• Know they must be mentally flexible
• Understand how to use words as tools rather than as weapons
• Keep focused on the goal of each encounter
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To be successful:
• Must be able to read people and situations as opportunities for progress
• Take appropriate actions for each event
• Without letting our personal feelings sabotage the results we are looking for
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Sun Tzu(Chinese Philosopher)
To be victorious 100 times in 100 battles is not the highest skill. To subdue the enemy without fighting is the highest skill.
The Art of War
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• You, nor the individual in crisis have to “lose face”, or be disrespected.
• If someone insults or attacks you verbally resist the urge to explode back at them.
• Breathe and think. Think and breathe.
• Remember your role, consider their mindset.
• Adjust your behavior if necessary, begin or continue to use effective communication skills.
• Gain complete control by using your words only.
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TECHNIQUES OF CRISIS COMMUNICATIONS
L = ListenE = EmpathizeA = AskP = ParaphraseS = Summarize
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LISTENING
LISTENING is one of the most effective ways to validate the other’s sense of self. You can communicate that one’s feelings are legitimate.
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EMPATHY
EMPATHY is the ability to put yourself in another’s place, or literally to “see through the eyes of another.” Verbalize your empathy and project an empathetic face!
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ASKING
ASKING open-ended questions rather than yes/no questions is more engaging. Ask a variety of opinion-seeking, open-ended and fact-finding type questions. Keep your questions short and allow the person time to answer
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PARAPHRASE
PARAPHRASE what you are hearing. Paraphrasing means to take the other person’s meaning, put it in your own words and hand it back to them for verification.
Ex: “let me see if I have this straight. Are you saying…..”
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SUMMARIZE
SUMMARIZE or reconnect with the individual by stating the point of the discussion and the ultimate bottom line. Move from a language of engagement to a language of closure.
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Effective Crisis Communication
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Conclusion
• The ability to effectively communicate with someone in crisis is a skill.
• This skill can be beneficial to ALL your day to day communications.