Best Practices for Open Communication in Crisis Management

Since inauguration, nonprofits, governments, and higher ed have been in a state of uncertainty. The most acute effect? Decision paralysis. Contracts are delayed, teams are anxious, and leaders don’t know what’s coming next. Organizations in these sectors, built for slow, consensus-driven decisions, are struggling to respond to constant shifts. The result is churn, stress, ambiguity...AND complying in advance out of fear. We can each help bring clarity and calm to these situations. Whether you’re a CEO, a middle manager, or a program lead, you can model crisis communication by answering (or asking) three simple questions: 1️⃣ What do we know to be true? State clear facts. If you don’t know, ask the room. Example: “This executive order is in effect,” or “We have funding through next year.” 2️⃣ What remains uncertain? Don’t stay silent on unknowns—it breeds fear. Explicitly name the gaps: “We don’t yet know the impact on our programs, but we’re monitoring closely.” 3️⃣ Does this change what we should do right now? Be explicit about the impact on the day-to-day. Should your team continue as usual? Pause? Prepare contingencies? If this question is punted or delayed, everyone will make individual, implicit decisions anyways. So make them intentional. This framework has helped me as an interim CEO, in coaching program leaders, and in navigating crisis moments. And it needs to be repeated every few weeks right now (because uncertainty isn’t going away). We may not have all the answers, but we can choose to communicate in a way that fosters trust instead of chaos. Let’s bring clarity where we can. #Leadership #Communication #DecisionMaking

Imagine you’re the CTO and you just learned your company leaked personal information for tens of thousands of customers. The gravity of the situation demands wisdom from a range of colleagues to find the best path forward: probably across functions, geographies, and external advisors. Their different skills and experiences will allow you to see risks and opportunities from different angles – so you can develop a novel and flexible solution. So what’s the problem? For most people (especially if they’re surprised by the crisis), their anxiety heightens risk aversion. In turn, they become less open to diverse perspectives, leading to reliance on familiar approaches (termed "threat rigidity"). This, coupled with a self-preservation instinct, hampers collaboration within organizations. In short, just when you need fresh perspectives the most, your brain is least likely to welcome and process them effectively. To counteract these natural tendencies, Ivan Matviak and I wrote an HBR article (see link in first comment) that offers seven strategies for how leaders can promote collaboration, even in a crisis. They are: 🌟 Encourage uninhibited questioning and positive critique 🌟: Foster an atmosphere of "obligation to dissent," where individuals feel empowered to challenge assumptions, offer new ideas, and leverage varied skills for better problem solving. 🌟 Beware of hoarding tendencies 🌟: Explore diverse data sources (project management databases or CRM systems) to uncover patterns of people keeping opportunities, leads, and knowledge to themselves. 🌟 Engage with the front lines 🌟: Directly connect with employees to gather authentic insights, understand coping mechanisms, identify potential isolated behaviors, foster connections, and provide tailored support. 🌟 Regularly emphasize the purpose and objectives of the business 🌟: Understanding the greater purpose behind their work encourages employees to adopt a collective mindset, fostering openness to collaboration. 🌟 Encourage team members to contemplate their preferred work mode 🌟: During stressful times, people (including leaders) tend to gravitate towards their comfort zones, making it essential to reflect on one's natural inclinations. 🌟Make the most of your strengths 🌟: Embrace your natural tendencies and consciously use them to enhance collaboration; whether you're inclined towards teamwork or independent work, leverage your style to drive execution effectively within your team. 🌟 Promote collaborative leaders and teams 🌟: Acknowledge both individual contributions and the team’s collaborative efforts, highlighting the role of supporting players. Do you have any to add? 

Leading a team of 500+ taught me a lot about communication — especially in times of crisis. Here are five key lessons I’ve learned: 1. Communicate Early: Carry people along as things evolve. People should hear from you early in the game, before all hell breaks loose. Send that email, call that meeting, announce the changes, transitions, new strategies, or new directions as soon as you can. Trust is built when your team hears from you first, not through the grapevine. It’s not just about saying it — it’s about saying it as soon as you can. 2. Communicate Openly: Your team should feel free to remark, respond, or react to what you share without fear of punishment or being marked. This creates a psychologically safe environment where people don’t have to walk on eggshells around you. It’s an organization, not a dictatorship — people’s voices should never be stifled or silenced, covertly or overtly. 3. Communicate Completely: Don’t leave loose ends or unspoken assumptions. Address direct and indirect questions as much as possible at the time. If something can’t be discussed, say so. Don’t gloss over key details or shy away from touchy topics. Complete communication bonds a team and unites everyone around the leader — especially when they hear it directly from you. As much as you can, leave no stone unturned. 4. Communicate Clearly: There should be no ambiguity. Some team members shouldn’t hear one thing and others another. This is where Q&A sessions and checking for understanding become crucial. Think through what you want to say and ensure it’s plain, simple, and leaves no room for wrong assumptions or misconceptions. A strong leader speaks clearly, so nobody misunderstands, and everyone is on the same page. 5. Communicate Consistently— Communication is the cornerstone of successful organizations. The more your team hears from you, the stronger and more connected they become. Reach out regularly and create accessible platforms for open dialogue, ensuring your team feels informed and heard. Communicating effectively is non-negotiable, and leaders who master it go far. What would you add to the list? Drop your thoughts in the comments! Have a superlative week! #LeadershipLessons #CommunicationMatters #CrisisLeadership #TeamManagement #LeadershipDevelopment #EffectiveCommunication #LeadingTeams #WorkplaceCulture #TransparentLeadership #CrisisCommunication #LeadershipTips #Teamwork #GrowthMindset #LeadershipSkills #InspirationForLeaders

When (not if) chaos hits, great leaders step up. Master these 7 tactics to keep your team strong and united. In times of crisis, your team looks to you for guidance and stability. Your response can either unite your organization or fragment it. Clear, consistent communication is your most powerful tool. 7 essential tactics for communicating with your people:   1. Act Swiftly, But Thoughtfully ↳ Gather facts before addressing your team ↳ Aim to communicate within the first 2 hours   2. Radical Transparency ↳ Share known facts with staff, even if unfavorable ↳ Admit knowledge gaps to your team openly   3. Lead with Empathy ↳ Address team emotions before diving into facts ↳ Use phrases like "I know this is challenging for us all..."   4. Create an Internal Information Hub ↳ Launch a dedicated crisis page on your intranet ↳ Update it at consistent, pre-communicated times   5. Tailor Messages to Different Teams ↳ Craft distinct messages for various departments ↳ Adjust detail level based on team needs   6. Provide Clear, Role-Specific Guidance ↳ Give team-specific instructions on crisis response ↳ Break complex actions into simple, assignable tasks   7. Follow the 3-3-3 Rule ↳ Convey 3 key points, 3 times, in 3 different ways ↳ Repeat these core messages in all team communications   Your team's trust is your crisis lifeline. Nurture it through transparent, consistent communication.   If you found this valuable: • Repost for your network ♻️ • Follow me for more deep dives • Join 25,500+ subscribers for more actionable tips to build your brand and protect your reputation: https://lnkd.in/edPWpFRR

📢 When chaos strikes, clear communication can make all the difference.📢 As Kuhr Group LLC | Crisis Management enters its third year of a Crisis Communications consulting engagement with a Fortune 100 global energy corporation, we thought we would share some best practices that apply to the public and private sector: 🔹 Timely Updates: Provide early, real-time information to keep the public, stakeholders, and media informed. This is critical in controlling misinformation and controlling panic. 🔹 Empathy: It is essential that leaders address the emotional aspect of a crisis and acknowledge the concerns of affected communities and individuals. This is critical in building trust. 🔹 Transparency: Sharing what is known, what is unknown, and what is being done about the situation fosters credibility and trust. 🔹Jargon: Use plain language, avoiding corporate jargon to ensure message comprehension. 🔹 Accurate and Consistent Messaging: Ensure that communications are credible and consistent across all media and social media channels and platforms to ensure that all messaging is uniform and seen as reliable. 🔹 Simple, Actionable Information: Breaking down complex information into an Easy-to-Understand Call to Acton helps people understand their role in the crisis and how to respond effectively. Effective crisis communication saves lives and supports an effective response and recovery. 💪 #CrisisCommunication #CrisisManagement #EmergencyManagement #Risk #Resilience

Chaos or strategy? The White House has dominated headlines this week with a flood of executive orders and a sweeping federal spending freeze (which a DC Federal Judge just blocked). While some moves went viral, others flew under the radar—seemingly by design. In my view, this deluge of news isn’t accidental; it’s a calculated effort to overwhelm and sow doubt among detractors. But, amidst the noise, we can find critical “what not to do” communication lessons for business leaders. When making announcements that impact stakeholders in meaningful ways, clarity and strategy are non-negotiable. Here’s what we can learn from the White House’s approach: 1️⃣ Start with the solution: Don’t lead with disruption. Trump’s spending freeze announcement lacked actionable next steps, leaving stakeholders confused and concerned. Instead, identify the problem, present a solution, explain the “why,” and conclude with the “how.” 2️⃣ Be transparent: Honesty builds trust. Explain why tough decisions are necessary, why they’re happening now, and how you’ll avoid similar situations in the future. Transparency reduces panic and speculation. 3️⃣ Prepare for questions: A robust FAQ tailored to every stakeholder group is essential. Take time to anticipate concerns and ensure all messaging—whether internal or external—is aligned and consistent across channels. 4️⃣ Plan ahead: The best time to create a crisis communication plan is before you need one. Establish timelines for updates, assign roles, and ensure every action is communicated clearly to reduce uncertainty. Leadership isn’t just about making decisions; it’s about communicating them effectively. Executives should always aim for clarity over chaos—because stakeholder trust is built one message at a time. 

I recently had the pleasure of presenting on crisis comms to a group of Central Washington University students. It’s a topic I get asked about all the time, so sharing 6 key learnings I usually highlight: 1) Preparation is key – If you wait until you are in a crisis to think about your plans, you’re starting at a huge deficit. Scenario plan early and build out as much process/content as you can so you have a running start when the time comes. With careful planning and an early warning system in place, you may even be able to intercept an issue before it turns into a full-blown crisis. 2) Stakeholders (and their roles) matter – A critical part of preparedness: who needs to be involved and in what capacity. Who is the decision maker, who needs to be informed, who is part of the working group, etc. It will vary based on the situation, so see point #1 and get this sorted out in advance. Including how to reach people after hours. 3) Get the facts first ­– Resist the urge to “message” a situation or talk tactics until you understand the facts, including what is unknown. A comms strategy is only as good as the data it is based on; faulty information = faulty strategy. 4) Consider ALL audiences – Customers, partners, employees, the local community, etc. Again, it will vary by situation but things can go sideways fast if you forget about a major audience. You need to own your story across all of them. Pro tip: If you find yourself prioritizing press as your top audience (vs. say, customers or employees), you’re probably doing it wrong. 😊 5) Third parties can tip the scales – They can work in your favor or they can keep fanning the flames. For any given situation think about who can be an advocate…and who is likely to be a detractor. For those who are advocates, remember to nurture those relationships over time vs. simply tapping them when you need something. 6) Practice, practice, practice – The best way to ferret out gaps is to do a few practice drills. But don’t pick a day/time where everyone is around, has time available, etc. Mimic a real scenario which likely includes a couple key people being on vacation, on the road, tied up in all day meetings, etc. The final bit of advice I give people: keep calm. Comms leaders have a unique opportunity to set the tone. Showing up as calm and in control can go a long way to settling others’ nerves. (And yes, it’s completely fair to be stressing out internally/privately.) Joe Tradii thanks again for the opportunity to spend time with your students! #PR #CrisisComms #VoxusPR