Disaster Communications
Ministry of Agriculture and Rural Development
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Disaster Communications
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• Course Objectives– Describe the basic communication process.– Appreciate the value of empathic listening and effective
feedback.– Understand how emergency communications differ from
daily communication and how to be most effective under emergency circumstances.
– Understand how emergency communications differ from pre-disaster risk communication.
Disaster Communications
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• Course Objectives– Assess the multicultural communication needs of your
audience and adjust your verbal and nonverbal message accordingly.
– Tailor your message to your audience.– Consider technology as a communication tool.– Use non-verbal communication to enhance your message
and accurately read the nonverbal cues of your listener.– Prepare an effective oral presentation.
Disaster Communications
Ministry of Agriculture and Rural Development
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Module 1Introduction to Disaster
Communications
Disaster Communications
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• Module Objectives– Conceptualize the main training topics covered in
this course.– Relate the main topics of disaster communications
to your job and community.
Module 1Introduction
Disaster Communications
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• Effective Communications– Disaster managers must be skilled communicators– Disaster communications can make the difference
between life and death for those at risk– Effective communication during a disaster reassures
those at risk that their government is working on their behalf
– Effective communication is greatly supported by relationships that have been built before the disaster
Module 1Introduction
Disaster Communications
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• Various Groups Respond Differently– The audience receiving communications is
comprised of subgroups with different characteristics
– These characteristics affect the way different groups might respond to an identical message
– Response during an emergency may differ from response during a non-emergency
Module 1Introduction
Disaster Communications
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• Characteristics of groups that may affect their response to a message– Lifestyle– Education– Native language– Culture – Lifestyle (rural, urban)– Gender
Module 1Introduction
Disaster Communications
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• Considerations when preparing a message– Amount of preparation time available– Topic– Your role– Purpose– Desired response
Module 1Introduction
Disaster Communications
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• Considerations when preparing a message– Increase awareness of and sensitivity to
differences between people and the way they communicate
– Customize your message
Module 1Introduction
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Personal Application
Disaster Communications
Ministry of Agriculture and Rural Development
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Module 2Basic Communication Skills
Disaster Communications
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• Objectives– Define “communication” and apply that definition
to various forms of communication.– Describe why effective communication is
important to disaster management.– Understand different communication styles and
how they affect interaction.
Module 2Basic Communication Skills
Disaster Communications
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• Components of Communication– Sending and receiving are the basic acts of
communication– There are four components:
• The message source• The message content• The delivery channel• The audience
Module 2Basic Communication Skills
Disaster Communications
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• Components of Communication (continued)
– Scope of this course• Intentionally directed content• Specific, intended audiences
– Factors of successful communication• Selecting a message source, content, and delivery
channel that is appropriate for the message goal and the target audience
Module 2Basic Communication Skills
Disaster Communications
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• Components of Communication (continued)
– Practices to increase effectiveness• Increase your understanding of attitudes, beliefs,
values, communication patterns and rules prior to the emergency
• Increase your understanding of the mechanics of communication
Module 2Basic Communication Skills
Disaster Communications
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• Components of Communication (continued)
– Four critical steps that your audience must complete to receive a message
• Hear• Understand• Believe• Personalize
Module 2Basic Communication Skills
Disaster Communications
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• Communication is a two-way process– The sender sends a message– The receiver gets the message and personalizes it– The receiver sends feedback, becoming a sender– The original sender now becomes a receiver and
reacts to the feedback– A new communication sequence can be initiated
Module 2Basic Communication Skills
Disaster Communications
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• Communication is a two-way process (continued)
– Although disaster managers must use various channels of communication, not only face-to-face, the send/receive model still applies
– Some channels of communication may not allow you to receive the feedback instantaneously – for example, a radio broadcast may elicit feedback at the next community meeting
– An effective communicator actively seeks feedback– Listening behaviors and skills are essential
Module 2Basic Communication Skills
Disaster Communications
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• Hearing vs. Listening– Hearing is a sensory experience
– Listening is a voluntary activity; it includes interpreting and applying empathy
Module 2Basic Communication Skills
Disaster Communications
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• Active Listening1. Decide to listen; concentrate on the speaker
2. Enter the speaker’s situation
3. Observe the speaker’s vocal inflection, level of enthusiasm, style of delivery, facial expressions and other non-verbal cues
4. Listen without interrupting
5. Confirm what you have heard
6. Provide feedback to the speaker
Module 2Basic Communication Skills
Disaster Communications
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• Roadblocks to Effective Listening– External roadblocks include distractions (noise),
environment (too hot, too cold, uncomfortable seating).
– Internal roadblocks include emotional interference, defensiveness, automatic dismissal, resistance to change, stereotyping, etc.
Module 2Basic Communication Skills
Disaster Communications
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• Tips for Active Listening– Adjust your body posture
– Give verbal or nonverbal acknowledgement
– Avoid distracting behavior
Module 2Basic Communication Skills
Disaster Communications
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• Communication Variables– Differences between the Sender and Receiver
– Differences in communication styles
– Differences in previous experience
Module 2Basic Communication Skills
Disaster Communications
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• Differences between the Sender and Receiver– Attitudes
– Information level
– Communication skills
– Social systems
– Sensory channel
– Cultural differences
Module 2Basic Communication Skills
Disaster Communications
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• Differences in Communication Style– Differences in communication style often create
an extra challenge.
– Behavior patterns form our personal communication styles. These patterns can be productive, nonproductive, or even counterproductive, and the interplay of these styles affects the effectiveness of communications.
Module 2Basic Communication Skills
Disaster Communications
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• Differences in Previous Experiences– Differences in previous experiences create a filter
through which each of us ‘hear’ the world. Inference, judgment, and generalization can become as significant as facts.
Module 2Basic Communication Skills
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Group Activity
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Personal Application
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LearningCheck
Disaster Communications
Ministry of Agriculture and Rural Development
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Module 3Communicating in an Emergency
Disaster Communications
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• Objectives– Describe how day-to-day communication differs
from emergency communication.– Select the most appropriate form of
communication for a given situation.
Module 3Communicating in an Emergency
Disaster Communications
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• Introduction– During a disaster, people depend on information
for physical and emotional comfort. To be effective, emergency communications must be timely, accurate and clearly stated.
Module 3Communicating in an Emergency
Disaster Communications
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• Characteristics of Emergency Communications– Emergency information is important– Effective emergency communications follow
certain principles– Timeliness is essential– Emergency messages require a response– There are barriers to communication
Module 3Communicating in an Emergency
Disaster Communications
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• Emergency information is important– It can mean the difference between life or death
for those at risk– It provides reassurance that response and
recovery are underway
Module 3Communicating in an Emergency
Disaster Communications
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• Principles for Effective Emergency Communications– Involve formal and informal leaders/stakeholders
that can help you reach the target audience– Customize the message content and the channel
to match the intended receivers– Create ownership of the message by communities
at risk
Module 3Communicating in an Emergency
Disaster Communications
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• Timeliness is Essential– Avoid rumor and speculation by making official
information readily available– Prepare in advance by knowing the protocol and
deadlines for various media channels– Have established relationships with media
personnel
Module 3Communicating in an Emergency
Disaster Communications
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• Emergency Messages Require Response– Emergency communications differ from other kinds of
messages because their purpose is often to elicit a specific response from the public rather than merely raise awareness or provide knowledge, as might be the case in other phases of disaster management.
• Barriers to Communication– It is more difficult for people to hear messages
during a disaster. Stress, change of routine, and lack of sleep all can be hurdles to.
Module 3Communicating in an Emergency
Disaster Communications
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• Partner to Ensure That All Messages are Consistent– All messages sent through all channels of
communication should “speak with one voice”– Partners to consider include:
• Disaster management officials• Health officials• Local, provincial, and central officials from other sectors• NGO’s and the media
Module 3Communicating in an Emergency
Disaster Communications
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• Communication Tips – Ensure your message is clear!
• Present information in sequence; include purpose, supporting documentation and a conclusion
• Be concise and avoid jargon, codes and acronyms• Use common names for personnel and facilities• Omit unnecessary details• Synchronize message with other related authorities and
be consistent across mediums
Module 3Communicating in an Emergency
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Group Activity
Disaster Communications
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• Types of Communication– Oral Communication– Print Communication– Electronic Communication
Module 3Communicating in an Emergency
Disaster Communications
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• Oral Communication is fluid and dynamic, shaped by speaker and audience, and enhanced by nonverbal cues. Examples:– Individual briefings– Phone conversations– Public speeches– On-air interviews– On-site press gatherings– Public Service Announcements
Module 3Communicating in an Emergency
Disaster Communications
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• Print Communication is static, can be passed on intact, and exists independent of human memory. Examples include:– Facsimile transmissions– E-mail– Public notices, fact sheets or flyers– Billboards and posters– Press Releases or feature articles– Internet postings
Module 3Communicating in an Emergency
Disaster Communications
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• Appendix A: Sample Print Communications– Press Release– Incident Fact Sheet– Information Sheet– Checklist
Module 3Communicating in an Emergency
Disaster Communications
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• Electronic Communication is used to rapidly reach the widest audience. Examples include:– Television and radio– Internet sites– News stories– Twitter, Facebook and other social networking
sites– Text or SMS messaging
Module 3Communicating in an Emergency
Disaster Communications
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• Choosing the Most Effective Communication Channel:– Reach the identified target audience– Deliver the message when needed, as long as it is
needed– Deliver the message reliably– Enhance comprehension of content– Accessible within resource limitations
Module 3Communicating in an Emergency
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Group Activity
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LearningCheck
Disaster Communications
Ministry of Agriculture and Rural Development
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Module 4Identifying Community-specific
Communication Issues
Disaster Communications
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• Objectives– Identify potential verbal and nonverbal
communication issues related to age, culture, language or disability.
– Identify groups in your community that require special consideration when you are preparing and delivering emergency communication.
– Develop a strategy to effectively meet the special communication needs in the community.
Module 4Identifying Community-specific Communication Issues
Disaster Communications
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• Introduction– You have learned basic communication skills and how
communicating in an emergency is different from other communicating.
– Have you considered that some people in your community may have specific communication needs that may require you to change the way you communicate with them in an emergency?
– Lets look at why traditional messages do not always work with all audiences or with special-needs groups.
Module 4Identifying Community-specific Communication Issues
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Group Activity
Disaster Communications
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• Developing a Strategy to Meet Special Communication Needs– Attend cultural events– Speak with leaders of the subgroups in your
community– Read news articles to gain more insight– Be sensitive to “puzzled” looks and changes in
non-verbal cues that might indicate your message is not being received
Module 4Identifying Community-specific Communication Issues
Disaster Communications
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• Improving Communication with the Community– It is critical that you take into account cultural
differences when addressing communications across cultures or to those with special needs.
• Don’t assume sameness• Don’t assume that you understand what the other
person means• Don’t inadvertently cause the behavior
Module 4Identifying Community-specific Communication Issues
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Personal Application
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LearningCheck
Disaster Communications
Ministry of Agriculture and Rural Development
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Module 5Technology as a Communications
Tool
Disaster Communications
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• Objectives– Determine how and when technology can assist
you with communications.– Identify appropriate and inappropriate uses of e-
mail, the internet, and other technologies.– Select the best mix of high- and low-tech media.
Module 5Technology as a Communications Tool
Disaster Communications
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• Technology as a tool– Selecting the best technology to support your
message maximizes its impact– Changing the technology used is rarely the
solution to a communications problem– There is no correlation between the complexity of
the technology and the effectiveness of the communication
Module 5Technology as a Communications Tool
Disaster Communications
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• Technologies That Can Support Communication– Telephone– Telecommunications Device for the Deaf– Emergency Radios– Fax– E-mail– Microphones and Overhead Projection Equipment– Public Address System
Module 5Technology as a Communications Tool
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• Considerations When Choosing Technology to Support Communication– Sensitivity of information/privacy
– Concentrated or disbursed audience
– Simple or complex information
– Need to disseminate information quickly
– Need for documentation (suggesting printed materials or the ability to receive a confirmation)
– Amount of time information needs to be available
– How quickly or often the information will need to be updated
Module 5Technology as a Communications Tool
Disaster Communications
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• Considerations When Choosing Technology to Support Communication (continued)
– How the audience is equipped
– Status of communications infrastructure (i.e., has there been a service interruption)
– Possibility of combining technologies (high and low tech) to meet the requirements of the situation and the needs of the audience
Module 5Technology as a Communications Tool
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Group Activity
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Case Study
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Personal Application
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LearningCheck
Disaster Communications
Ministry of Agriculture and Rural Development
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Module 6Effective Oral Communication
Disaster Communications
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• Objectives– Determine the appropriate type of oral
communication for the message and audience.– Analyze your nonverbal cues to determine if they
may interfere with your message and how.– Use nonverbal cues displayed by an audience to
improve the effectiveness of your communication. – Recognize appropriate and inappropriate uses of
humor in oral communication.
Module 6Effective Oral Communication
Disaster Communications
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• Matching the Type of Communication to Message and Audience– Types of Oral Communication
• One-on-one conversations• Small group discussions• Public presentations• Media interviews
Module 6Effective Oral Communication
Disaster Communications
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• Matching the Type of Communication to Message and Audience (continued)
– Considerations when matching the type of communication to the message and audience
• Whether information is personal or private• Whether it is important to foster collaboration and to
get input/feedback from participants• Whether recipients will have many questions• The need to communicate a standard message to a
massive audience• The need to control the message
Module 6Effective Oral Communication
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Group Activity
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• Oral Communications with Mass Media– Establish credible and productive working
relationships with representatives of the media– Recognize that the audience is the general public
not the media representative; craft your message accordingly
– Recognize that media representatives or their organizations can distort your message through error, incomplete context, or emphasis on non-essential facts
Module 6Effective Oral Communication
Disaster Communications
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• Oral Communications with Mass Media (continued)
– Minimizing misunderstandings• Work actively to keep the media informed• Keep up-to-date contact lists for media representatives• Be aware of media deadlines• Respond to media inquiries promptly• Be respectful and tactful, even if you are asked
questions that make you uncomfortable• Be honest about what you know, and offer to seek
answers for what you do not know
Module 6Effective Oral Communication
Disaster Communications
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• Nonverbal Cues– More than half of face-to-face communication is
expressed through nonverbal cues– It is important to be able to read others’ nonverbal
cues and to understand how you can “speak” nonverbally to amplify your message
– Reading nonverbal cues can help you to know if your audience is receiving and understanding your communication
Module 6Effective Oral Communication
Disaster Communications
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• Nonverbal Cues (continued)
– Ways that people communicate nonverbally• Eye movements• Tone of voice• Volume of expression• Gestures• Body posture
Module 6Effective Oral Communication
Disaster Communications
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• Nonverbal Cues (continued)
– Messages that are communicated nonverbally• Attitudes• Emotions• State of mind
Multiple nonverbal cues “clustered” together are more significant than a single cue and can be used to detect a change in attitude, receptivity to the message, or a particular state of mind
Module 6Effective Oral Communication
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Demonstration
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Exercise
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