From a disgruntled employee to a stakeholder’s fall from grace, a communications crisis can hit any organisation – large or small.
While it’s impossible to predict every twist and turn, a proactive approach to crisis communication can make all the difference to the reputation of your organisation, and your relationships with key stakeholders.
Prevent a ‘situation’ becoming a ‘crisis’ with these three steps:
Assess and monitor the situation:
In the first stage, gather all the facts and prepare for the worst-case scenario. Understand which stakeholders have been communicated with and who hasn’t. This phase involves meticulous planning, ensuring that the response is well-coordinated and addresses the needs of those affected.
Deliver one clear message at each stage of the crisis. Avoid getting drawn into debates that may escalate the situation. Acknowledge stakeholders’ feelings and concerns, demonstrating empathy and a commitment to resolution. Ensure a nominated member of staff manages internal and external communications to reduce the risk of the rumour mill going into overdrive. Have your holding statements prepared and make sure staff are trained and confident in dealing with media interviews – and if they aren’t, get them booked onto our media training!
Evaluate and monitor:
Post-crisis, it’s crucial to learn from the experience and update policies accordingly. Evaluation is not about assigning blame but about continuous improvement. Monitor the impact of your communication strategies and adapt them based on the lessons learned.
In the world of business, reputation risk management and crisis communication are not just safety nets; they help you weather the storm, so that you’ll emerge stronger, with a reputation that stands resilient against uncertainty.
In need of bespoke training to prepare your team for crisis comms? In need of a proactive reputation risk management plan? Get in touch to discuss our tailored workshops!