Wednesday, September 07, 2011
5 Steps to Handling a Crisis
Crisis: an unstable or crucial time or state of affairs in which a decisive change is impending; especially one with the distinct possibility of a highly undesirable outcome (Merriam-Webster Dictionary)
It is difficult to develop the ability to handle crises because so much about them is unknowable until they occur. That does not give you permission to bury your head in the sand. Rather, thinking about how to handle a crisis before it happens helps leaders build experience and capability.
To assist you and your team in handling “the distinct possibility of a highly undesirable outcome” implement these strategies:
1. Tell what you know when you know it. During a crisis, time is not on your side. Open communication is crucial to avoid speculation by others who are not aware of the total picture.
2. Decide what you are going to say and who is going to say it. Depending on how extensive your team, you may need to designate a spokesperson to deliver the message. Are they conveying the same message as you?
3. Tell the truth. Your team absolutely must be able to count on you to tell the truth, no matter how unpleasant it is. If you are not at liberty to tell all (or you don’t know all the facts), make sure what you do say is reliable and trustworthy.
4. Acknowledge the bad. People know when you are “blowing smoke.” If people on your team are angry or frustrated with a situation, acknowledge their feelings. Allow them to voice objections and complaints. Your team needs to now they are being heard and that you are listening.
5. Keep your team informed. Everyone has a preferred method of learning and communicating. Some are visual learners, others are more auditory, and many are kinesthetic and more hands-on. Whatever the crisis, it is important to communicate the message in multiple formats. Consider: your company intranet and newsletter (if they exist), voicemail broadcast, team email, and in-person meetings.
Remember, how you react to the crisis affects your entire team. There will be factors beyond your control. Don’t promise solutions you may not be able to deliver on.
Until next time...Lead like you mean it!
Marjorie
