In everyday business communication, the best communicators exhibit a balance of empathy and authority. Warmth-and-strength is always the appropriate tone combination, not only when it comes to what you say, but also in the way you say it.
But the qualities of empathy and authority are even more critical in the wake of a global crisis of #Coronavirus we’re experiencing right now. Good communication can lead to comfort and educated preparedness, while poor communication can lead to a lack of trust and exacerbate panic.
1. Actively Listen
Active listening requires both body language and verbal cues to let them know you care. Examples of empathetic nonverbals can be head nodding, smiling, using a warm and relaxed tone.
2. Acknowledge Their Fears
Displaying empathy through solidarity can assuage concerns. Everyone has the right to feel a certain way, including fearful, and it’s okay to let them know. Statements such as “you are right to feel the way you do” and “it’s easy to be fearful at times like this” can build openness to discussion and help move people toward hope.
3. Offer Flexibility
If possible, allow employees to work remotely and virtually. Those who don’t have virtual communication built into their infrastructure, consider this an opportunity to change and adapt.
4. Consider the Most Appropriate Medium
If your organization handles crisis communication via email, consider this: it can be difficult to detect tone in writing. If you can hold a remote meeting with cameras turned on, allowing your team to see your face will likely improve the warmth behind the message and prevent the content from feeling scary. If email is still the most likely and preferred medium for communicating about a crisis, make sure your message communicates empathy and authority.
5. Build Trust
To feel confident to act on your recommendations and direction, your team has to trust you. The less we trust them, the greater our fears. To build trust, communicators must manage expectations and communicate openly, honestly, and often.
6. Arm Audience with Facts
Knowledge is power, and during a crisis information and events can move quickly. Educate your team on the best ways to take care of themselves and others. Provide your team with updated links to reputable sources with accurate and up-to-date information that includes advice.
7. Don’t Panic
Your team/coworkers will look to you for guidance on how what feelings and actions make sense in a crisis. Anxiety is contagious. Try not to create unnecessary fear. Panic can undo any positive steps made during a crisis.
8. Practice what you Preach
It’s helpful to tell your team to wash their hands or tell them it’s OK to work remotely. But it’s not enough to comfort with words; leaders must follow up with action. So communicators should behave in ways that align with their verbal and nonverbal communication in order to address fears and bring reassurance.
Good read
Thank you