Crisis CommunicationCommunication Techniques Designed to Help

Communicate Effectively with Persons that are in or are Experiencing a Crisis

What is a Crisis?

“People are in a state of crisis when they face an obstacle to important life goals—and obstacle that is, for a time, insurmountable by the use of customary methods of problem-solving.” (Caplan, 1961)

“…an upset in equilibrium at the failure of one’s traditional problem-solving approach which results in disorganization, hopelessness, sadness, confusion, and panic.” (Lillibridge and Klukken, 1978)

“…crisis is a perception or experience of an event or situation as an intolerable difficulty that exceeds the person’s current resources and coping mechanisms.” (James and Gilliland, 2001)

Crisis Communication shows how to look creatively at conflict, offering

specific, powerful, and usable strategies to resolve tense situations.

Individual Goal

To develop habit of mind that will guide you to become a consciously competent communicator

Professionals:• Know they must be mentally flexible

• Understand how to use words as tools rather than as weapons

• Keep focused on the goal of each encounter

To be successful:

• Must be able to read people and situations as opportunities for progress

• Take appropriate actions for each event

• Without letting our personal feelings sabotage the results we are looking for

Sun Tzu(Chinese Philosopher)

To be victorious 100 times in 100 battles is not the highest skill. To subdue the enemy without fighting is the highest skill.

The Art of War

• You, nor the individual in crisis have to “lose face”, or be disrespected.

• If someone insults or attacks you verbally resist the urge to explode back at them.

• Breathe and think. Think and breathe.

• Remember your role, consider their mindset.

• Adjust your behavior if necessary, begin or continue to use effective communication skills.

• Gain complete control by using your words only.

TECHNIQUES OF CRISIS COMMUNICATIONS

L = ListenE = EmpathizeA = AskP = ParaphraseS = Summarize

LISTENING

LISTENING is one of the most effective ways to validate the other’s sense of self. You can communicate that one’s feelings are legitimate.

EMPATHY

EMPATHY is the ability to put yourself in another’s place, or literally to “see through the eyes of another.” Verbalize your empathy and project an empathetic face!

ASKING

ASKING open-ended questions rather than yes/no questions is more engaging. Ask a variety of opinion-seeking, open-ended and fact-finding type questions. Keep your questions short and allow the person time to answer

PARAPHRASE

PARAPHRASE what you are hearing. Paraphrasing means to take the other person’s meaning, put it in your own words and hand it back to them for verification.

Ex: “let me see if I have this straight. Are you saying…..”

SUMMARIZE

SUMMARIZE or reconnect with the individual by stating the point of the discussion and the ultimate bottom line. Move from a language of engagement to a language of closure.

Effective Crisis Communication

Conclusion

• The ability to effectively communicate with someone in crisis is a skill.

• This skill can be beneficial to ALL your day to day communications.