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Similar a Crisis Communications Andy A 1.7 (20)
Crisis Communications Andy A 1.7
- 3. Part I. Introduction Part II. Guiding Principles
Focus IC Perspective
Scope Safety
Session Objectives Accuracy
Confidentiality *1
Taking Care of ‘Us’
Part III. Fundamentals Part IV. Effective Techniques
State of Being IC Perspectives
Know Your Audience Basic Tips
*3
What They Already Know ‘Tools’ of the Trade
Fill the Need Behaviors and Actions *4
Make a Plan What to Say and Not to Say
On‐Scene *2
Part V. Wrap UP ‘AAR’
Take Aways
References
Crisis Communications © Andrew M. Amalfitano
- 6. Managing communications between
ourselves, our family, citizens, curious press,
and other agencies.
Useful tips on ‘what to say’ and ‘not say’ and
helpful techniques for keeping people
informed.
Out of Scope: Not PIO training
and it's not about radios.
Crisis Communications © Andrew M. Amalfitano
- 7. At the end of this session participants will be more familiar with:
1. The guiding principles of safety, accuracy, and
confidentiality
2. Managing self‐talk to project a positive attitude
3. The value of respecting people through dignity,
empathy, and understanding
4. The role of non‐verbal behavior and communicating a
clear message
5. Basic fundamentals of crisis communications and
techniques to manage information exchange
Crisis Communications © Andrew M. Amalfitano
- 9. “At the end of the day,
as responders we will
be judged not on the
end outcome of the
incident, but on how
we treated people –
whether it be the
public, policy makers,
or other responders…”
Don Whittemore,
Boulder County IMT Incident Commander
Crisis Communications © Andrew M. Amalfitano
- 10. Communicating
Urgency
Safety of Self, Buddy, Team, and Citizens
is our first and foremost Objective
Understand the need and urgency to
communicate
‘Sensemaking’
Choose your words
Be clear, crisp, and direct
Crisis Communications © Andrew M. Amalfitano
- 11. Be vigilant Ensure that you feel safe
Observe the individual Does person need help?
and crowd
Dialog or not?
Crisis Communications © Andrew M. Amalfitano
- 12. Say What you
Mean
Be honest, empathetic, and understanding
If you don’t know, say ‘I don’t know’
If you do know, are you allowed to, should
you say it?
If you say it, offer accurate, direct information
Crisis Communications © Andrew M. Amalfitano
- 13. Protecting
information,
identities, data
How to be both
honest and
confidential at the
same time
Crisis Communications © Andrew M. Amalfitano
- 14. You need to
evacuate ‐ uh,
NOW!
Managing Homeowners
1. Name top 5 priorities
2. Suggest what to say and
not say
3. List your communication
tips?
Crisis Communications © Andrew M. Amalfitano
- 15. Stay
The Buddy informed,
System hydrated,
take breaks,
honor your
required rest
periods
Crisis Communications © Andrew M. Amalfitano
- 21. Communication
Skills
Who’s asking and what should they know?
Bystanders may be unidentified press
Everything may be recorded
Crisis Communications © Andrew M. Amalfitano
- 22. Directly
Impacted
Responders
Citizens
Press
Policy
Crisis Communications © Andrew M. Amalfitano
- 23. Curiosity reigns
What happened to them
Pre‐conceived notions
Expectations of what will be done
to ‘fix the problem’
Influence of neighbors, family and
friends co‐workers
Crisis Communications © Andrew M. Amalfitano
- 24. Social media helps and hinders
Volume of information
Frequency of misinformation
Speed and reach to wider
audience, more visibility
‘Candid‐camera’ – your voice
and image online instantly!
Crisis Communications © Andrew M. Amalfitano
- 27. Plans are useless,
Planning is essential
Dwight D. Eisenhower
©AmalfiCORE, LLC
Crisis Communications © Andrew M. Amalfitano 27
- 28. Consider a Crisis Communications Plan
Identify the stakeholders and people impacted
Address their needs and
concerns with IC
direction
PIO/LOFR‐
Define SOGs for
communication among
ourselves, other
agencies, and external
Crisis Communications © Andrew M. Amalfitano
- 29. Who is allowed to speak to
who? About what? When?
Minimize allowed information
while maximizing clear, useful
communication
What can we prepare in
advance that is generic enough
for most all‐hazard events?
Crisis Communications © Andrew M. Amalfitano
- 31. Curiosity
Preparing for a Crisis –
How can you pre‐message an
incident?
How can you prevent and
control rumors?
List a few communication tips
for a flood incident
Crisis Communications © Andrew M. Amalfitano
- 33. “If we lose a house, but treat the folks with
dignity, respect and empathy,
we will be appreciated more than if we save
the house, but are jerks in the process”
Don Whittemore,
Crisis Communications © Andrew M. Amalfitano
Boulder County IMT Incident Commander
- 34. Communication is the foundation of any
relationship
Understand appropriate language based on
your audience
Face, body ‘language’ make a difference
Friendly, firm, ‘minimal‐optimal’
What’s the least amount I can say that results in
the optimal outcome?
Crisis Communications © Andrew M. Amalfitano
- 35. Bad news in a
good way?
Empathy trumps Sympathy
Facts trump Speculation
Sincerity trumps Arrogance
Directness trumps Avoidance
trumps Despair
Hope
Crisis Communications © Andrew M. Amalfitano
- 36. How you move your body, your
facial expressions, and the tone
of your voice will be
remembered longer than your
words
Understand
non‐verbal messaging
Crisis Communications © Andrew M. Amalfitano
- 37. Do offer a way for people to feel empowered to
protect themselves and obtain accurate information
Remain calm
Don’t let yourself be
pushed into saying
what you don’t want to
say
Express concern
Crisis Communications © Andrew M. Amalfitano
- 38. 1. Define your priorities
2. Discuss what to say
and not say
3. What are your
communication tips?
Crisis Communications © Andrew M. Amalfitano
- 39. Restate facts, set expectations
Danger still exists, residents have been asked to evacuate, we don’t know yet
when it will be contained or when you can return, when we do know the you
will be notified by cell phone, news media, Sheriff
Refer people to:
PIO office
Provide phone number to
hot line/EOC
Crisis Communications © Andrew M. Amalfitano
- 40. Be honest and only offer
approved information
You can learn from
citizens
Ask questions and dialog
with an individual
Possibly learn information
about the incident that IC
may not know
Crisis Communications © Andrew M. Amalfitano
- 41. If you don’t have the answer, say so
If you do have the answer but can’t give it out, say
so
Always point people to where they can find out
more inform
Point out the uncertainly of situations with
phrases like “the incident is still evolving” and we
don’t have all the facts yet
Be honest, but only offer approved and authorized
information
Crisis Communications © Andrew M. Amalfitano
- 42. Don't repeat negative words nor over‐
emphasize or defend
Never say 'no comment‘
Don't leave people hanging
Avoid ‘certain or absolute’ answers until you
really know more information e.g.
Don’t speak with certainty unless you are
absolutely sure
Crisis Communications © Andrew M. Amalfitano
- 43. What not to say:
Don’t release personal information.
Don’t blame, or speculate, or mislead or cover up facts
Don’t let misinformation pass without comment,
correct it if you know
Don’t make ‘off the record’ statements, nothing is
ever ‘off the record’
Do not over‐reassure stakeholders of the impact the
crisis will have on them. e.g.
Crisis Communications © Andrew M. Amalfitano
- 44. What are you tips for speaking with / avoiding /
dissuading conversation about incidents?
When to say ‘sorry I
can’t talk about that’ or
‘I don’t want to talk
about that’
List ways you take care
of YOU! Who can you
reach out to chat?
Crisis Communications © Andrew M. Amalfitano
- 46. The guiding principles of safety, accuracy, and
confidentiality
Managing self‐talk to project a positive, confident
attitude
The value of respecting people through dignity,
empathy, and understanding
The role of non‐verbal behavior and communicating
a clear message
Basic fundamentals of crisis communications and
techniques to manage information exchange
Crisis Communications © Andrew M. Amalfitano
- 47. Safety
Accuracy
Confidentiality What are
Make a Plan You’re Take Aways?
Help Each Other
Honesty, Empathy, Sincerity
Crisis Communications © Andrew M. Amalfitano
- 48. Books
Briese, Noel L. “How to Manage Organizational Communications During a
Crisis”. Anvil Pub. Georgia, 2002
Ulmer, Robert R., Sellnow, Timothy L., Seeger, Matthew W. “Effective Crisis
Communications‐Moving from Crisis to Opportunity”. Sage Publications,
London , 2007
Photos:
Open sources from Google Images, 2001‐2011
Paul Aiken, Daily Camera, Boulder CO 2010
Andy Amalfitano, Boulder Emergency Squad
Quotes:
Military quote, Dwight D. Eisenhowser, 1945
IC perspectives: Don Whittemore, Boulder County IMT, 2011
Video:
“Human Factors in the Wildland Fire Service”. Bull Run Fire 1996. National
Wildfire Coordinating Group
Other
Abraham Maslow, Hierarchy, 1950’s
Crisis Communications © Andrew M. Amalfitano