Managerial Communication
Communication in a Crisis Situation
Abstract
This paper deals with the aspects of communication in a crisis or emergency situation. First, it defines a crisis, and then shows how communication in these situations should be different from day-to day communications. Effects of crisis on the basic communication model are discussed and in the end, an effective communication framework to deal with these situations is suggested.
INTRODUCTION
A crisis or an emergency can be described as an abnormal situation that requires prompt action beyond normal procedures in order to limit damage to persons, property or the environment. Most of these situations are characterized by a sense of negativity, stress, chaos and confusion in the team members. The people connected with the situation create improper and distorted perceptions about the outcome of the situation, and about the competence of the people handling the situation. This line of thinking demotivates them, which further results in more chaos and confusion. Thus, a cascade effect takes place and the situation becomes more critical to handle.
Crisis communication is the process of managing the strategies, messages, timings and distribution channels necessary to communicate effectively with the people inside and outside the situation. The focus of such a communication is to de-escalate the crisis. In an emergency, important things to consider are organizational systems, decision-making process, information sharing networks, and strategic approaches of the organizations. All these require an effective communication system. Unlike day-to-day communication activities, the differences in these kinds of situations are the speed, appropriateness and coordination of the communication process.
The speed of communication is very vital in these situations so that an information vacuum is not created. If information vacuum develops than there are...
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