The more effectively we communicate the better results we will get, be that in our personal lives and in business. Most crisis' arise from a lack of communication. With this is mind how can we be proactive instead of always being reactive?
Over reacting in any form of communication can be dangerous, but Social Media will only amplify these reactions and the chance to apologize or fix what has been said is minimized. With this in mind most people chose rather not to participate and play it safe. However playing it safe is extremely risky in the new world we live in, people will easily perceive you as hiding something rather than perceive you as playing it safe.
So what is the solution and how do we communicate in this challenging and unforgiving world of the informed and enabled? The real key is to develop a high EQ (emotional intelligence) by focusing on some of the following aspects:
- Don't take offense
- Give up the need to always be right
- Forgive and forget
What to do when the attack comes?
Realize that most attacks come from disgruntled people and that invariably the attack is not actually of a personal nature, but rather that the disgruntled person only wants a vent for their anger, and it may or may not have been caused by anything you or your specific organization may have done.
- Respond with empathy without being weak, answer the question and not the emotion.
- Never say the word 'Sorry', if necessary apologize for the way they feel.
- Seek continued conversation rather than giving a once off solution, remember you main objective is to build relationship and not show you are right.
- Use words that would allow them to see that you have authority and that you are trying to assist them and understand as much as possible.
- Asking simple questions shows that you are fully wanting to understand.
- Never respond to any personal attacks or acknowledge anything that is said to you of a personal nature.
- Keep all conversations professional, no matter what the circumstance you are always building a professional relationship of respect first.
- Never use political excuses and blame someone else for the situation, take full responsibility and allow the conversation to arrive at the solutions.
Also remember that should something have happened in the News that may be tragic - allow people a time for mourning - so don't try and sell to them, show some respect and allow people time to mourn.
What else would you add to this posting?