In the second blog of our series, we look at how to manage a crisis. Here are some key points to consider:
Clarity is essential. Gather the facts about the situation. What do you know, what’s the timeline of events, what do you need to disclose legally? Don’t speculate or guess. If you don’t have an answer, be clear about what you’re doing to get an answer and how you’ll be communicating updates and keeping all stakeholders informed.
Structure will keep chaos under control. It’s important to keep calm and not panic others. Keeping silent can work against you in a crisis. Know ahead of time who will be the designated spokesperson, how you will distribute information, for example, a press release, updates via social media channels, emails to key audiences, what you will do to monitor the evolving situation and how you will provide real-time updates.
Project confidence. When it feels like the sky is falling, confidence can keep it from crashing. Be honest and transparent. Provide the information you have in a matter-of-fact tone. Make direct eye contact and don’t gloss over tough questions. Answer the best that you can with the intention of providing more information as it becomes available. Avoid saying things like “no comment.” You want your key stakeholders to know you are a leader and are doing everything possible to get ahead of any negative impact the crisis may have on your business operations.
Future-proof your business with crisis planning
TechComms and Continuity Through Planning (CTP) have launched a 12-month training programme designed to equip MSPs, vendors, and channel leaders with the tools to lead through crisis, protect reputation, and communicate with confidence.
Learn more about the programme and register here.