A public failure of a product or service. A misdeed by a senior employee. A disaster or loss of life.
When a crisis strikes, learn to communicate effectively by preparing now. Bad things happen; develop protocols and identify key people. Here’s six rules to follow:
• Be responsive. Get ahead of the story. Don’t hide.
• Be right. Information must be accurate. Don’t guess.
• Be credible. Trust is hard to regain once lost.
• Be genuine. Show compassion.
• Be helpful. Guide people to action.
• Be respectful. Listen to others. Reactions and emotions should be considered.
And remember: good communication starts at the top.