Top 5 tips for effective communication during a crisis

Posted by Disruptive Unicorns on 31/03/20 11:00 AM

New Zealand businesses have been thrown into a state of crisis the likes of which we have never experienced before.  This means that communicating effectively with your stakeholders, suppliers, employees and customers will be unchartered territory.   

If you are reading this right now, it’s likely you’re facing this problem and are looking for a streamlined way to improve your communications. Fortunately, we are here to help businesses like yours with proven methods to communicate effectively.   

Here are the top 5 tips for effective communication during a crisis:  

1. Respond don’t react 

The constant influx of information via news outlets and panicked emails can overwhelm even the most composed of individuals.  If your initial response is to instinctively respond to such information, we recommend taking a few hours to unpack the information and formulate a response with a calm mind.  This not only results in a high-quality email with thoughtful responses, but less regrets for you as you may have found yourself desperately trying to unsend a poorly thought out message.   


2. Deal in facts not speculation 

It’s crucial that you brief the communication experts in your team to ensure only accurate and verified information is being dealt with.  In the Middle Ages, spontaneous outbursts of uncontrollable dancing motions gripped nations across Europe – this was the one of the first known instances of what would come to be referred to as “Mass Hysteria”.  Hold your team personally responsible for the spread of accurate information which has been verified in order to curb an intensification of conspiracy theory and speculation.  The key is to be a pillar of strength, not a conveyor of chaos.  


3. Understand your intention 

Ensure that an end goal is being considered when communications are being produced.  What do you want the receiver to get out of your message?  What is the key response you wish to elicit?  Remember that during a time of crisis, tone is a key factor when composing communications, you want people to feel better off after reading what you have to say.   


4. Hold an internal meeting  

Have an internal meeting to get every member of your team on the same page to ensure that your promises are converted into action.  Communications are one thing but ensuring that everybody is operating with the same intention is crucial to building loyalty and trust.  For example, if you are promising customers a discount during this time of need, make sure your sales team aware of this promotion and communicates in the same way as your marketing team.   


5. Us not You 

Using collective words such as “Us” instead of “You” builds a sense of community as we all navigate a crisis together.  This also fosters a sense of comfort and understanding within your communication network.   


Download our free guide: Handbook for Ramping Out

During a crisis, businesses can lose site of their goals and core values as they struggle to keep the lights on.  

In our free guide, our mission is to help you navigate through the storm to help you survive and thrive.   

Download it today >> https://contact.disruptiveunicorns.com/surviveandthrive

 Disruptive Unicorns is an award winning Chartered Marketing Firm using Design Thinking for developing transparent ROAS campaigns. If you would like to talk to us about how you can develop the right campaigns for conversions you can book a consultation with us!
Or reach out at anytime to requests@disruptiveunicorns.com