Communication Is A Major Key To Life

Whether we're at home with your family, out shopping or eating, at work, or at a social function communication is the one action/task that we all must be capable of carrying out. Without communication, our friends and family do not know what is going on in our lives or how we are doing, our bosses cannot tell us what tasks are on the never-ending "To-Do" list (or we cannot tell our employees the tasks that must be carried out), and we are not able to inform others of what we like, dislike, want, need or think. Chew on this for a second: without communication of ANY form, how would we, well-for lack of a better way to say this-communicate? We couldn't tell our parents or spouse that we aren't feeling well, we can't tell anyone (friends, family, employees at the stores or restaurants we shop at) what we need or want, we can't, really, do too much of anything. Almost everything we do in everyday life is communicating in some shape or form with someone else. When we e-mail, text, call, write, talk, make eye-contact, sign, or use body language we are conveying a message to the receiver and without those, it would be every human for themselves. I personally think that in this world, that would be incredibly difficult and scary even.

 

One of the most important times in which clear and concise communication is critical is when there is a crisis on the verge of breaking or even already having broken. Now in order for communication to BE clear and concise during a crisis, everyone involved must know their tasks and their positions. They must understand their jobs and where they stand in the web of information passing. It is also critical to know the phases of a crisis so they know where they stand and what they need to know and pass on.

 

Here are the phases:

1) Initial Phase –

express empathy (notice—not sympathy—not “I’m sorry” but instead, “I feel your pain.” )

inform public about risks

establish organization spokesperson credibility

provide emergency courses of acton

2) Crisis Maintenance Phase –

Help public understand their own risks

provide more encompassing information

gain support for recovery plan

explain and make a case for recommendations

get and respond to public/stakeholder feedback

empower risk/benefit decision-making

Require ongoing assessment of event

3) Crisis Resolution Phase –

provide educational opportunities

Examine problems and mishaps

gain support for new policies or resource allocation

Promote the organization’s capabilities

4) Evaluation Phase –

ongoing in various ways during all phases

integrate results into pre-crisis planning activities.

 

It is also critical to know how to communicate during a crisis. Here is the proper way:

1) Verify the situation

Get the facts

Judge the validity of the facts based on the source of the information

Clarify the plausibility of the information through a subject matter expert

Attempt to discern the magnitude of the event.

 2) Conduct notification and coordination

Notification is the official chain of command

Coordination is with response peers and partners

Procedures will vary at the state, local, and federal levels and by event.

3) Conduct assessment and activate plan

Assess impact on communication operations and staffing

Determine your organization’s role in the event.

Activate the media and internet monitoring

Identify affected populations and their initial communication needs

4) Organize assignments (Continually reassess these steps)

 Who’s in charge of the overall responses?

Make assignments for communication teams

Assess resource needs and hours of operations

Ask ongoing organizational issues questions

5) Prepare information and obtain approvals

 Develop message(s)

Identify audiences

What do media want to know?

Show empathy

What is the organization’s response?

Identify action steps for public

Execute the approval process from the plan.

6) Release information to the media, public, partners, etc… through arranged channels.

 Select appropriate channels of communication and apply them simply, timely, accurately, repeatedly, credibly, and consistently. 

7) Obtain feedback and conduct crisis evaluation

Conduct responses evaluation

Analyze feedback from customers

Analyze media coverage

Conduct a hot wash (self-evaluation on your own effectiveness, and debriefing)

Develop a SWOT analysis (what were our Strengths? Weaknesses? Opportunities? Threats?)

Share with leadership

Revise crisis plans

8) Conduct public education (after the event)

 Highlight related public health issues

Consider audiences not directly involved in the crisis

Institutionalize the crisis materials (make them part of the institution)

9) Monitor events

Conduct media and internet monitoring

Exchange information with response partners

Monitor public opinions