Sometimes, experiencing a crisis in a business setting is simply unavoidable. Whether it’s an unhappy client, a merchandise recall, or data leak, it can be difficult to stay calm and level-headed in the heat of the moment. Luckily, there are ways to plan and be ready for situations like these as they come. When a crisis shows up, take a deep breath … and stick to these 6 key things to do during a crisis.
6 Things to Do During a Crisis for the Most Effective Response
1. Remember Your Crisis Plan
First things first: utilize your crisis plan. There’s a reason you have one. Whether it be in a binder on your shelf, or in a document on your computer, read it over. Begin to let yourself calm down – remember, you planned for this exact moment. It’s time to bring your crisis plan into action.
2. Bring Employees Into the Plan
A major part of business is the relationships that come with it. Your employees are expected to be loyal to you as well as supportive. Communicating the crisis to them in person will not only keep everyone in the loop, but also provide them with them an opportunity to help or provide support where it’s needed. Moreover, hearing the crisis news from you first rather than an outside source should only increase their respect for you as a leader.
3. Accept and Embrace the Issue
Now that there’s dust in the air, the worst thing you can possibly do is try to wave it away. By living in a state of denial, you would be giving up any control you initially had over the situation. Instead, choose to embrace the crisis and accept it for what it is. It’s not fun. However, you can strive to create the best possible outcome from the situation.
4. Remember Who You Are
It is human nature to feel flustered in the heat of the moment. This can lead to unhealthy responses, such as lying or twisting the truth to make things look better than they really are. Honesty is always the best policy, especially during a high-pressure time. Staying open with the people involved in your situation will only reassure them that you are willing to cooperate and fix the issue. You don’t have to put on a mask to deal with the crisis. For that reason, keep your normal, open attitude when interacting with clients and employees. Lashing out because of stress will only add to the list of negative things you need to deal with.
5. Document Everything
One of the smartest things to do in a crisis is keeping a record of everything that happens – all the way back to the initial incident.
- Document your first statement
- Make a list of employees who served as a crisis response team
- Save all emails or texts that may relate to the situation
This way, you should have everything organized and easy to find if you need it to help resolve the crisis. You can also study this documentation in the future to perfect your crisis plan for its next use.
6. Reach Out to Your PR Firm
In high-pressure moments like these, a public relations firm can be the missing puzzle piece. A critical part of a PR professional’s job is managing sudden, unavoidable situations. If your business doesn’t have a PR firm on standby, look no further. Founded in 1993, Kessler PR Group is the region’s top public relations firm. Crisis communication is our comfort zone, and it would be our pleasure to work with you. Call us today at 888-825-0892 to begin your crisis resolving process with our firm by your side every step of the way.