Delivering Messages During a Crisis

When delivering messages during a crisis, facility managers should keep the following things in mind:

Admit what you don’t know. Emphasize that there is a process to find out more and describe in simple terms what that process is.
Be willing to address valid “what if” questions, but don’t over-speculate.
Say what you wish – for example, “I wish I had more information to share…”
Give people things to do. Ask more of people to encourage them to rise to the occasion.
Let people know what to expect and give them guidance on how to prepare.
Be a role model. Show people how they should react.
Understand that people tend to believe assumptions, rumors, and incorrect or conflicting information, particularly in times of crisis.
Show empathy and compassion.