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Crisis Emergency Risk Communication

Communicating in a crisis is different . In a serious crisis, all affected people . . .Take in information differentlyProcess information differentlyAct on information differentlyIn a catastrophic event: communication is differentBe first, be right, be credible. What the Public Will Ask Firs

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Crisis Emergency Risk Communication

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    1. Crisis & Emergency Risk Communication

    2. Communicating in a crisis is different In a serious crisis, all affected people . . . Take in information differently Process information differently Act on information differently In a catastrophic event: communication is different Be first, be right, be credible

    3. What the Public Will Ask First Are my family and I safe? What have you found that may affect me? What can I do to protect myself and my family? Who caused this? Can you fix it?

    4. What the Media Will Ask First What happened? Who is in charge? Has this been contained? Are victims being helped? What can we expect? What should we do? Why did this happen? Did you have forewarning?

    5. 5 communication failures that kill operational success Mixed messages from multiple experts Information released late Paternalistic attitudes Not countering rumors and myths in real-time Public power struggles and confusion

    6. 5 communication steps that boost operational success Execute a solid communication plan Be the first source for information Express empathy early Show competence and expertise Remain honest and open

    7. What Do People Feel Inside When a Disaster Looms or Occurs? Psychological barriers: Denial Fear, anxiety, confusion, dread Hopelessness or helplessness Seldom panic Note to Instructor(s): This is a short four slide section on the learning objectives and purpose of the course. Run this slide and the next for 5 and 25 seconds respectively.Note to Instructor(s): This is a short four slide section on the learning objectives and purpose of the course. Run this slide and the next for 5 and 25 seconds respectively.

    8. Individuals at risk—the cost? Demands for unneeded treatment Dependence on special relationships (bribery) MUPS—Multiple Unexplained Physical Symptoms Self-destructive behaviors Stigmatization Negative Actions Misallocation of Treatment Needless Destruction Accusation of Preferential Treatment Unreasonable Travel/Trade Restrictions Fraud Stealing/Looting (Group Behavior) Rumor Spreading Doomsaying Bribery for Scarce Resources Self Destructive Behavior MUPS Negative Actions Misallocation of Treatment Needless Destruction Accusation of Preferential Treatment Unreasonable Travel/Trade Restrictions Fraud Stealing/Looting (Group Behavior) Rumor Spreading Doomsaying Bribery for Scarce Resources Self Destructive Behavior MUPS

    9. Community at risk—the cost? Disorganized group behavior (unreasonable demands, stealing) Rumors, hoaxes, fraud, stigmatization Trade/industry liabilities/losses Diplomacy Civil actions

    10. Communicating in a Crisis Is Different Public must feel empowered – reduce fear and victimization Mental preparation reduces anxiety Taking action reduces anxiety Uncertainty must be addressed

    11.  How Do We Communicate About Risk in an Emergency? All risks are not accepted equally Voluntary vs. involuntary Controlled personally vs. controlled by others Familiar vs. exotic Natural vs. manmade Reversible vs. permanent Statistical vs. anecdotal Fairly vs. unfairly distributed Affecting adults vs. affecting children

    12. 5 Key Elements To Build Trust Expressed empathy Competence Honesty Commitment Accountability

    14. The STARCC Principle Your public messages in a crisis must be: Simple Timely Accurate Relevant Credible Consistent

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