Communicating in a Crisis
From a presentation by Anthony Huey, Reputation Management Associates
Somewhere within every organization, a crisis is waiting to happen. Maybe tomorrow, maybe in five years; you can’t be sure what the crisis will be or when it will strike. But you can be sure that a crisis will put your organization’s hard earned image and reputation up for grabs. That's why it's so important to be prepared, gain control and communicate effectively if one happens.
In a recent Foundation webinar, Anthony Huey with Reputation Management Associates helped contractors understand what they can do to protect the reputation and image of their business if a crisis strikes.
Click here for the tips and to listen to the webinar.
Some key takeaways -
- Have a Plan
- Names Spokespeople
- Never Say ‘No Comment’
- Deal with Crisis Head on & Immediately
- Gather Information
- Respond to EVERY question
- Never Lie
- Don’t Babble
- Never Go ‘Off the Record’ & the Microphone is Always On
- Eliminate Jargon
5 Key Points When Addressing Reporter’s Questions
- Keep responses to 10 seconds
- Always address, never dwell
- Say the organization’s name often
- Always end on the positive
- Never get angry or frustrated
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PHCC Educational Foundation.
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