Leading Change: Crisis Communication Life Cycle
During times of change and crisis, there is no such thing as over communicating. According to McKinsey, “behavioral science points to an increased human desire for transparency, guidance, and making sense out of what has happened” during a crisis.
Frequent, clear communication with those you lead helps people to adjust and cope emotionally, alleviating anxiety of the unknown. The Crisis Communication Life Cycle visual can help you plan out what communications employees need at the appropriate time.
|
Crisis Stage |
Employee Feelings |
Employee Needs |
Mix of Info to Communicate |
|
Resolve |
Confused, anxious |
Facts, clear Instruction for how to protect their safety |
Mostly instructing |
|
Resilience |
Uneasy, worn down |
Clarity on longer term plans, positive stories, chances to connect |
Equal adjusting/instruction with a little internalizing |
|
Return, Re-imagination, Reform |
Ready for Change, a sense of loss |
a new vision for the future, a chance to grieve |
Mostly internalizing |
