We are experiencing a previously unthinkable situation where everyone is a part of the COVID-19 crisis. Every company is affected.
At Great Place to Work, we want to contribute by doing what we do best: helping organisations maintain their employee’s engagement. In this article, we take a closer look at how organisations can lead using crisis communication.
We talked to Philipp Maderthaner, a communication expert specialised in crisis communication.
이 위기를 어떻게 보십니까?
Many people feel insecure when dealing with a new type of virus that spreads this quickly.
The measures that are currently needed create discomfort and anxiety for many.
What this situation requires is a clear leadership. Leadership provides support and security during hard times whether it be for the country, business or within families.
위기 커뮤니케이션이 다른 유형의 커뮤니케이션보다 더 중요하다고 말하는 이유는 무엇입니까?
Communication is always key for all leadership and is especially important in times of uncertainty. If someone takes the lead in a crisis and informs and unites us it gives us a sense of security. Making clear decisions and communicating clearly in such situations is more important than anything else. But it is easier said than done. Those who are expected to lead others are under enormous pressure themselves and do not always know how to handle the situation (this is why so many fail).
기업에게는 위기 자체를 관리하는 것뿐만 아니라 필요한 의사 소통을 이끌어내는 것도 중요합니다. 당신의 조언은 무엇입니까?
Entrepreneurs and managers must communicate clearly and genuinely with all their employees. That does not mean you always have to have all the answers.
Sometimes the answer is simple in that “we do not know but must consider any possible scenarios”. During stormy times, the captain is expected to be visible on deck and to regularly tell us what happens and where we are heading.
직원들은 걱정입니다. 고객 및 공급 업체도 마찬가지입니다. 소문은 물론 의견도 빠르게 퍼지고 있으며 소셜 미디어도 그 역할을하고 있습니다. 이것을 처리하는 가장 좋은 방법은 무엇입니까?
There is extensive information from the government and its authorities. This is the information you should and can rely on.
Media also has a special responsibility. A scary headline will give them clicks, but unfortunately, it only increases the worry. Factual information is required from all sides – from the government, the media and of course the companies themselves.
회사는 관리자의 위기 상황에 대한 직원의 신뢰를 어떻게 강화할 수 있습니까?
The answer is clear: decisions and clear communication.
Communicate often, even when you do not have all the answers. Your employees need a visible leader more than anything.
위기는 회사에 심각한 경제적 영향을 미쳤습니다. 가장 나쁜 영향은 종종 직원입니다. 관리 수준에서 어떻게이를 가장 잘 관리 할 수 있습니까?
Of course, this is a disaster for many companies. From one day to another all sales stop. The government does what it can with different support packages. Despite this, many companies must take the necessary steps to survive financially.
For companies that are not hit as hard financially, this can be an opportunity to focus on getting better, developing their products or services and investing time in welding the team even more.
위기에 대해 긍정적 인 것이 있습니까?
It is often an opportunity for the management to show their leadership skills. Managed right, trust, and confidence can increase during crises.
In this particular case, I also think that we have the opportunity to learn new principles, such as how we ensure that everyone works from home in an effective way. It is simply up to each leader to try to find the good in every situation.
Emma Stara GPTW Sweden
25 March 2020