4 Communication Skills For Crises
Posted on March 7, 2012 by Baxter Dickson
The American media loves scandal. An upcoming presidential election and a number of high profile criminal investigations certainly add fuel to the fire. With the public’s eye waiting for its next hot button topic, it seems strange that many experienced public figures fail when a crisis arises. While your workplace crisis will not cost you a bid at America’s most prestigious office, there are still a number of skills that can be applied to any conflict.
#1 Pause
This skill is the most important and the hardest to master. When emotions run high, our first reaction is instinctive. In stressful situations, the flight or fight response kicks in, adrenaline fills your body, and your body begs you to react. However our first reaction isn’t our strongest or our most reasoned. Arguments between five year olds that feature witty comebacks such as, “I’m not stupid! You are!” are prime examples. Pausing lets you process the information and control your impulse reactions.
In Practice: Take a deep breath and stretch out your body before entering any stressful situation or conversation.
#2 Perspective
I’ve heard co-workers declare they were having “the worst day ever”. After imagining a tragic occurence, I typically find that someone cut them off in traffic. Unfortunately, our first reactions to stressful situations are quite similar. Because of our emotional involvement we fail to see the smaller crises for what they are: small. Take time to remind yourself that the world will not end, and you will find a solution to your problem. A dose of reality and positive thinking, will help curb your nervousness.
In Practice: When facing a crisis, remind yourself of a similar situation you handled successfully. The memory of your past success will make the current problem seem less daunting.
#3 Adaptability
In every disaster movie, there’s one survior that remains dedicated to an idea that will doom everyone else. They refuse to listen to reasoned arguments from their colleagues, and come to an unfortunate end. Meanwhile, the remaining survivors discover another way to stay alive. Keeping your pride in check and being open to new ideas, can help you avoid a similar, metaphorical, fate. Your coworkers will have ideas that you don’t, so ask for their opinions. Also, be sure to actually consider their ideas before reacting to them.
In Practice: Ask for ideas before presenting your own.
#4 Body Language/Intonation
Imagine that there’s been a serious incident somewhere in the United States. The president comes on television to speak to the American people about what occurred. How nervous would you be if the president behaved like he was frightened or unsure of how to act? We want the appearance of calm from our leaders in times of crises, and the easiest way to convey it is with positive body language and proper intonation. You may be a wreck of nerves underneath, but your co-workers will thank you for a calming presence.
In Practice: Keep an eye out for nervous ticks or a drastic change in your regular speaking voice. They will contradict any calming words you have.
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