CRISIS COMMUNICATION

STRATEGIES

GROUP 4
Crisis Communication
defined as the protocols a business or team uses to
relay information during an event or incident
- In a crisis, clear and efficient communication is
crucial because you cannot make effective
decisions about the steps to take without a full
picture of what is going on.
Stages of Crisis
Communication
📌 Crisis communications can be unpacked into
three distinct stages: before, during, and after
an incident. Each period has its own unique
challenges and opportunities when it comes to
ensuring your message is well thought out,
timely, and relevant.
Pre-Crisis
📌For more effective preparedness, think
“when” not “if” when building incident
response plans.
📌 Know ahead of time what your resources and
capabilities are and how those items will be
tested, stretched, and depleted as you encounter
a crisis.
During Crisis
📌Provide consistent messaging to your teams,
customers, and key constituents about what you
know, what you don’t know, and what process
you are using to get answers.

📌Be aware of confirmation bias. Ensure you

are considering all viewpoints, not just the ones
that fit your plans.
After Crisis
📌 Get feedback from your employees, customers,
vendors, and stakeholders. This data will not always
be favorable, and that is a hard pill to swallow, but it’s
necessary.

📌 Your crisis communications plan should account for

a prolonged recovery. If necessary, be prepared to
offer daily or weekly briefings or press releases
regarding your ongoing response.
 Communication
Lessons/Strategies
 • Safeguard Trust
📌 One of the most valuable assets an organization
has during a crisis is trust, both from internal and
external stakeholders and customers.
📌 Trust is primarily established based on three
factors: promises fulfilled, expectations met, and
when an organization’s stated values are lived
experiences
2. Empathize
📌 In every crisis, stakeholders expect leaders to
care; an expression of empathy is a necessary first
step to demonstrating a commitment to fulfilling
that expectation.
3. Active Listening
📌 Active listening skills are a sure way to
participate in communication. To improve
your active listening, remember the acronym
MORE PIES.
 MORE PIES
M - Minimal encouragers
O - Open-ended questions seek more than simple
“yes” or “no” answers
R - Reflecting or mirroring
E - Emotional labeling
P - Paraphrasing
I - “I” statements
E - Effective pauses
S - Summarizing what the other person
4. Use of Technology
📌 During an emergency in which social media is
used to provide announcements and updates,
there is an opportunity to include a wider
audience than that reached by a simple public
address system, but this requires planning.
 Emergency Mass Notification
System (EMNS)

📌It can deliver information simultaneously

through various formats, media, and platforms
for broad exposure—and better odds of reaching
everyone who needs to see the information.
 Cautionary Note in
Communication

📌Don’t make promises 📌Don’t communicate in any

you can’t keep. form when you’re angry.
Negotiators’ success has everything to do with the ability to
communicate and convey feelings in a polite, honest, and
empathetic manner. This skill set is not reserved for crisis
situations - it should be used everywhere”
 GROUP 4 BSISM 4-1
📌 DE LA ROSA, SHARMAINE
📌 FLORENDO, CHRISTINE BENCELLE
📌 PANGANIBAN, MELODY
📌 PEREZ, SHAINA MAE