Communication Skills During Times of Crisis

Communication is vital to the success of any organization. However, there is perhaps no more important time for adequate communication than when an organization is facing a crisis. Here are the necessary communication skills for times of crisis and more.

The Importance of Communications Skills in Times of Crisis in the Workplace

When a crisis occurs in the workplace, communication is key for managing the situation. Lack of crisis management communication skills or basic communication strategies can lead to:

• Team member being confused about the situation
• Issues with the team being frustrated or worried about the crisis
• Problems with the inadvertent spread of misinformation due to speculation

The longer communication about a crisis is delayed, the more unstable and complicated the situation can get.

Necessary Crisis Communication Strategies

How you communicate about a crisis matters tremendously. Check out these necessary crisis communication strategies.

Be Equipped - Prepare for Communication in Advance

Before communication begins, work to gather the facts of the situation. Get a good understanding of the crisis and how the implications of that crisis could play out in the future. Look into rumors among the team or from outside sources, so they can be discussed openly and candidly. A well-built crisis management communication plan will mean whoever is disclosing information will be equipped to share facts and answer questions.

Be Proactive - Discuss the Crisis Early On

In a time of crisis that directly affects the team, the last thing you want is to have the team get information from outside sources. According to a poll conducted by Deloitte Advisory, 30% of respondents said that team members were most likely to be overlooked during times of company crisis. If team members are finding out details from outside sources, this breeds mistrust and panic but also amplifies misinformation. Communication should be from the inside out. Make it a priority to discuss things with the team before discussing anything with outside sources and act quickly to address the situation.

Be Honest - Practice Complete Transparency

It can be natural to want to downplay or sidestep the facts when a company is facing a crisis in an effort to keep everyone calm. However, there is no substitute for the truth when it comes to crisis communication strategies. While it is important to build a communication strategy that pins down what you will discuss and what you won't, whatever you do share should be transparent, clear, and honest. If there are aspects of the crisis you are yet to figure out, don't be afraid to share that with the team.

Be Considerate - Engage the Audience and Appreciate Their Concerns

This is where true communications skills will be absolutely valuable. During a time of company crisis, the team can express a lot of emotions, such as anxiety about what is to come or even anger or frustration about the situation. The leaders meant to discuss the crisis must be well-equipped as communicators. These individuals must: 

• Be visibly trustworthy and candid
• Be consistent in their statements and responses
• Understand how speaking tone and body language affect perceptions
• Be mindful of team member emotions and outlooks
• Have the ability to engage with the team and value their input

Grow Your Team with Communication Skills Training from Learn2

If your organization is in the process of developing a crisis management plan to be proactive for the future, communication skills for times of crisis are invaluable. Our team of professionals can help develop a communication skills strategy that can be adapted to your organization and the crises you might face. Connect with us to find out how our communication skills training programs can arm your team with the skills they need.

Frequently Asked Questions

How much does communication skills training cost?

Learn2 delivery is $10,000 a day plus travel, and the price is the same number in USD, CDN, or EUR. A bundle of three Naturally programs for up to 30 participants each is $25,000, or $30,000 with certification for two of your own facilitators so your team can keep running it. Registered not-for-profits, charities, and associations receive 30% off list.

How do you actually improve communication skills at work?

Practice, in context, on the conversations that are genuinely hard for you. Easy practice on a safe example changes nothing. The pattern that works is this. Participants choose where their real communication problems are. They get clear on what is actually going wrong. Then they practise through it with tools that help. Apply it in the room three times, each round harder than the last. Then take a real goal or challenge in the business that forces you to use what you just practised. The tools earn their value from the solutions they create for the people using them.

Do we need a DISC or Hogan assessment first?

Probably not, and certainly not if it leaves no budget for practice. Companies spend thousands on assessments and then have no time or money left for the part that changes behaviour. Start with a free one instead. The Naturally assessment takes five minutes and costs nothing, and it works faster because it makes other people easier to read. That is the whole point. It is not about you. It is about understanding how the other person communicates so you can adjust what you do. An assessment that sorts people into fixed types can leave someone more certain that everyone else is the problem. Communication is not a fixed type. It changes with the person in front of you and the conversation you are in.

What is crisis communication?

Crisis communication is how leaders keep people informed, calm, and aligned when the stakes are high and the facts are moving. It is judged on trust, not polish.

How do you communicate effectively during a crisis?

Be first, be honest about what you know and do not know, and say what happens next. People forgive uncertainty; they do not forgive spin. Practice the hard message before you need it.

What is the biggest crisis communication mistake?

Going silent to look composed. Silence reads as hiding. A steady, honest update — even one that says “we do not know yet” — holds trust better than a perfect statement that comes too late.

Ready to build these skills into your team? Learn2’s participant-driven communication skills training turns communication into real practice — the conversations your people actually have — the approach Learn2 has used with the world’s largest companies for 30+ years.