Crisis Leadership and Crisis Communication

1. Crisis Leadership and Crisis Communication Andrew Blum, Ph.D ICONS Project Center for International Development and Conflict Management University of Maryland

2. Learning Objectives: Understand the nature of a crisis. Understand impact of a crisis on individuals and how it effects communication Learn tools for managing and communicating information in a crisis. Review objectives�note that we are focusing on tools, skills that have broad application�they will have much more experience in the details of government�the union should be productive. Providing forum for experimentation as well as increasing knowledge.Review objectives�note that we are focusing on tools, skills that have broad application�they will have much more experience in the details of government�the union should be productive. Providing forum for experimentation as well as increasing knowledge.

3. Crisis: A working definition Definition of �crisis� is subjective, based on perception of: threat to one or more of an individual�s or organization�s basic values or missions, finite time to make decisions and take action, and lack of �standard operating procedures� or inability to implement SOP to address the situation Why we care: Ramp up/Ramp down Negotiation in a crisis Empirically, when these three are present, certain dynamics emerge.Why we care: Ramp up/Ramp down Negotiation in a crisis Empirically, when these three are present, certain dynamics emerge.

4. Crisis Dynamics:Results from ICB Project Elite process High levels of stress Reliance on cognitive shortcuts (analogies, stereotypes�) Tendency to �forget the rules� Awareness of different audiences than normal, public, media, etc. Under full analysis, bring up too much information/not enough information paradox. Stress can be compounded by belief that decisions are �momentous.� These are empirical results Under full analysis, bring up too much information/not enough information paradox. Stress can be compounded by belief that decisions are �momentous.� These are empirical results

5. The Impact of Crisis on Individuals

6. The Physiology of Stress Stress reactions are involuntary Perception of threat triggers both neural and hormonal reactions Neural messages carry perceptions to the neo-cortex, which is the center of abstract reasoning and association Hormonal messages are carried to the endocrine system, which regulates and integrates bodily functions; hormones are indirect, slower and their influence is longer-lived than neural messages Neural messages carry perceptions to the neo-cortex, which is the center of abstract reasoning and association Hormonal messages are carried to the endocrine system, which regulates and integrates bodily functions; hormones are indirect, slower and their influence is longer-lived than neural messages

7. Our Body�s Design Our bodies are designed to help us survive. Crisis: lion is near Body�s reaction: send blood to muscle groups and RUN!

8. Awareness of Stages of Stress Alarm Adaptive/Resistance Exhaustion Alarm: Body prepares to meet threat Adaptive/Resistance: removal of stressor returns body to pre-alarm state Exhaustion: if alarm level is maintained for a long time, the body may weaken How an individual moves through these stages is a function of perception Adaptive stage may take a considerable time. If stressor continues, individual may act to conserve energy by withdrawing, reducing activity, etc. Exhaustion--can become more susceptible to illness Looks like the source is: Selye Alarm: Body prepares to meet threat Adaptive/Resistance: removal of stressor returns body to pre-alarm state Exhaustion: if alarm level is maintained for a long time, the body may weaken How an individual moves through these stages is a function of perception Adaptive stage may take a considerable time. If stressor continues, individual may act to conserve energy by withdrawing, reducing activity, etc. Exhaustion--can become more susceptible to illness Looks like the source is: Selye

9. Intense or Prolonged Stress Leads to: Difficulty thinking clearly Dwelling on meaningless activities Tunnel vision Expressing hostility or numbness Impulsiveness Feeling incompetent Reduced ability to retain information Reflection Exercise.Reflection Exercise.

10. Mental Noise Theory When under stress, our cognitive ability is decreased significantly. Message retention falls by 80% or more. We cope by: Reducing complexity Acting on current beliefs Seeking analogies Blocking new information Want to focus on congnitive a bit more, since sending and receiving information is such a key part of what we do during crisis.Want to focus on congnitive a bit more, since sending and receiving information is such a key part of what we do during crisis.

11. Expertise versus Empathy Low Stress: Message recipients focus on competence and expertise.

12. Keep Messages Simple No more than three messages No more than ten seconds each No more than 30 words And then keep repeating these three messages. . . Famous Example: STOP! DROP! ROLL! Literal or MetaphporicLiteral or Metaphporic

13. Example: Mayor Giuliani on 9/11 1) If you�re below Canal St. Stay calm and walk north. . . 2) And the end result is going to be some horrendous number of lives lost 3) Right now we just have to focus on saving as many people as possible. Empathy Honesty Efficacy � Simple actions to take FocusEmpathy Honesty Efficacy � Simple actions to take Focus

14. Examples from USFS "Please do not feed wildlife. Animals that get food from people may become aggressive. Our foods may harm an animal's digestive system or even cause them death." "NIICD will purchase only multimode digital radios in the future. Analog radios will be replaced during normal replacement cycles. Contact Steve Jenkins for more information.

15. BE PREPARED! Virtually all concerns and questions for any crisis can be predicted in advance. Prepare your messages to respond to these concerns in advance. Message mapping is one useful tool. 1) How long do I have? 2) Can I get a second opinion? / How sure are you? 3) Will it hurt/be painful?1) How long do I have? 2) Can I get a second opinion? / How sure are you? 3) Will it hurt/be painful?

16. Five Keys to Effective Communication in a Crisis Clarity Repetition Honesty Empathy Efficacy (Give them something to do)

17. Why clarity? Why repetition? - Because people are stressed.

18. Why Empathy? - Because people are afraid or angry.

19. Why honesty? - Because there is a threat. - Because you need to build trust.

20. Why efficacy? - Because action is the antidote to fear.