Crisis LeadershipCrisis Comm

8/20/2019 Crisis LeadershipCrisis Comm

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Crisis Leadership andCrisis Leadership and

Crisis CommunicationCrisis Communication

Andrew Blum, Ph.DAndrew Blum, Ph.DICONS ProjectICONS Project

Center for International DevelopmentCenter for International Development

and Conflict Manaementand Conflict Manaement

!niver"it# of Mar#land!niver"it# of Mar#land


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Learning Objectives:Learning Objectives:

!nder"tand the nature of a cri"i".!nder"tand the nature of a cri"i".

!nder"tand impact of a cri"i" on!nder"tand impact of a cri"i" onindividual" and how it effect"individual" and how it effect"communicationcommunication

$earn tool" for manain and$earn tool" for manain andcommunicatin information in a cri"i".communicatin information in a cri"i".


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Crisis: A working definitionCrisis: A working definition

Definition of %cri"i"& i" "u'jective,Definition of %cri"i"& i" "u'jective,'a"ed on perception of('a"ed on perception of(

) threat to one or more of an individual*" orthreat to one or more of an individual*" ororani+ation*" 'a"ic value" or mi""ion",orani+ation*" 'a"ic value" or mi""ion",

) finite time to mae deci"ion" and taefinite time to mae deci"ion" and taeaction, andaction, and

) lac of %"tandard operatin procedure"& orlac of %"tandard operatin procedure"& orina'ilit# to implement SOP to addre"" theina'ilit# to implement SOP to addre"" the"ituation"ituation


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Crisis Dynamics:Crisis Dynamics:

Results from C! "rojectResults from C! "roject

-lite proce""-lite proce""

ih level" of "tre""ih level" of "tre""

/eliance on conitive "hortcut" 0analoie",/eliance on conitive "hortcut" 0analoie","tereot#pe"12"tereot#pe"12

3endenc# to %foret the rule"& 3endenc# to %foret the rule"&

Awarene"" of different audience" than normal,Awarene"" of different audience" than normal,pu'lic, media, etc.pu'lic, media, etc.


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#he mpact of Crisis#he mpact of Crisis

on ndividualson ndividuals


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#he "hysiology of $tress#he "hysiology of $tress

Stre"" reaction" areStre"" reaction" are involuntary involuntary

Perception of threat trier" 'othPerception of threat trier" 'othneural and hormonal reaction"neural and hormonal reaction"


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Our !ody%s DesignOur !ody%s Design

Our 'odie" are de"ined to help u" "urvive.Our 'odie" are de"ined to help u" "urvive.

Cri"i"( lion i" nearCri"i"( lion i" near

Bod#*" reaction(Bod#*" reaction(

"end 'lood to"end 'lood to

mu"cle roup"mu"cle roup"

and /!N4and /!N4


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Awareness of $tages of $tress Awareness of $tages of $tress

AlarmAlarm

Adaptive5/e"i"tanceAdaptive5/e"i"tance

-6hau"tion-6hau"tion


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ntense or "rolonged $tressntense or "rolonged $tress

$ead" to($ead" to(

) Difficult# thinin clearl#Difficult# thinin clearl#

) Dwellin on meaninle"" activitie"Dwellin on meaninle"" activitie"

) 3unnel vi"ion3unnel vi"ion

) -6pre""in ho"tilit# or num'ne""-6pre""in ho"tilit# or num'ne""

) Impul"ivene""Impul"ivene""

) 7eelin incompetent7eelin incompetent

) /educed a'ilit# to retain information/educed a'ilit# to retain information


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&ental 'oise #heory&ental 'oise #heory

8hen under "tre"", our conitive a'ilit# i"8hen under "tre"", our conitive a'ilit# i"decrea"ed "inificantl#. Me""ae retention fall" '#decrea"ed "inificantl#. Me""ae retention fall" '#9:; or more. 8e cope '#(9:; or more. 8e cope '#(

/educin comple6it#/educin comple6it#

Actin on current 'elief"Actin on current 'elief"

Seein analoie"Seein analoie"

Blocin new informationBlocin new information


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Expertise versus EmpathyExpertise versus EmpathyLow StressLow Stress: Message recipients focus on: Message recipients focus on competence and expertisecompetence and expertise..

High StressHigh Stress: Message recipients focus on: Message recipients focus on

honesty and empathy honesty and empathy


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(eep &essages $imple(eep &essages $imple

No more than three messagesNo more than three messages

No more than ten seconds eachNo more than ten seconds each

No more than 30 wordsNo more than 30 words

And then keep repeating these three And then keep repeating these threemessages. . .messages. . .

Famous xample:Famous xample: !"#$% &'#$% '#((%!"#$% &'#$% '#((%


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)*ample:)*ample: Mayor Giuliani on 9/11Mayor Giuliani on 9/11

2 /iht now we ju"t have to focu" on>2 /iht now we ju"t have to focu" on

"avin a" man# people a" po""i'le."avin a" man# people a" po""i'le.


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)*amples from +$,$)*amples from +$,$

?Plea"e do not feed wildlife. Animal" that et?Plea"e do not feed wildlife. Animal" that etfood from people ma# 'ecome are""ive.food from people ma# 'ecome are""ive.Our food" ma# harm an animal@" die"tiveOur food" ma# harm an animal@" die"tive

"#"tem or even cau"e them death.?"#"tem or even cau"e them death.?

?NIICD will purcha"e onl# multimode diital?NIICD will purcha"e onl# multimode diitalradio" in the future. Analo radio" will 'eradio" in the future. Analo radio" will 'e

replaced durin normal replacementreplaced durin normal replacementc#cle". Contactc#cle". Contact Steve JenkinsSteve Jenkins for morefor moreinformation.information.

http://www.fs.fed.us/fire/niicd/niicd_contacts.htmlhttp://www.fs.fed.us/fire/niicd/niicd_contacts.htmlhttp://www.fs.fed.us/fire/niicd/niicd_contacts.html


15/20

!) "R)"AR)D-!) "R)"AR)D-

irtuall# all concern" and ue"tion"irtuall# all concern" and ue"tion"

for an# cri"i" can 'e predicted infor an# cri"i" can 'e predicted in

advance.advance.

Prepare #our me""ae" to re"pond toPrepare #our me""ae" to re"pond tothe"e concern" in advance. Me""aethe"e concern" in advance. Me""ae

mappin i" one u"eful tool.mappin i" one u"eful tool.


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,ive (eys to )ffective,ive (eys to )ffective

Communication in a CrisisCommunication in a Crisis Clarit#Clarit#

/epetition/epetition

one"t#one"t#

-mpath#-mpath#

-fficac# 0ive them "omethin to do2-fficac# 0ive them "omethin to do2


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8h# clarit# 8h# repetition8h# clarit# 8h# repetition

E Becau"e people are "tre""ed.E Becau"e people are "tre""ed.


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8h# -mpath#8h# -mpath#

E Becau"e people are afraid or anr#.E Becau"e people are afraid or anr#.


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8h# hone"t#8h# hone"t#

E Becau"e thereE Becau"e there isis a threat.a threat.

E Becau"e #ou need to 'uild tru"t.E Becau"e #ou need to 'uild tru"t.


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8h# efficac#8h# efficac#

E Becau"e action i" the antidote toE Becau"e action i" the antidote tofear.fear.

Crisis LeadershipCrisis Comm

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