It's easy to be in a leadership role during good times. But, when times are tough, that's when you have to look in the mirror and say 'that's why they pay me the big bucks.' To be prepared for these times, you should make sure that you have a plan for how to address a crisis, when one inevitably arises.
Your communication plan must include the key audiences who will want information. Employees will want to know that key issues are being addressed, whether there is risk to their jobs, and any effect a crisis is likely to have on their daily work life. External stakeholders will want communication about any service disruptions or other influences a crisis may have on their experience.
In a crisis, it's important to communicate quickly to assure key stakeholders that you are addressing the problem and then to communicate often enough to maintain people's confidence in your leadership. Do not give an overly rosy summary of the situation or your prospects of addressing the crisis successfully. You will undermine trust in your leadership if you minimize significant problems or express overconfidence.
In crisis situations, it's important to be aware of your most significant vulnerabilities. Identifying these vulnerabilities ahead of time will help you strengthen your response during tough times and ensure that you are well-prepared for any challenges that may arise.
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