Crisis Communication

It is funny- in a dark humor sort of way- how the end of a significant relationship can be so similar to a business crisis getting media attention.

I recently saw these similarities head on and was thankful, yet again, for my PR education. I will spare the painful details, but I will comment of what I have learned.

Transparency:

It seems obvious, yet so many people neglect to communicate the facts. In a breakup, vague sentiments like "it's not you, it's me" or "I don't know what to say" can make all parties involved uncomfortable and even angry. 

It's the same in PR. Saying "no comment" and "we don't have an answer to that yet" will only make the media and public uneasy about what is happening. I have learned that in these situations, it is always best to have all the cards out on the table, no matter how painful or potentially dangerous it is to do so.

Internal Communication:

Although this is slightly different in ending relationships than in business crises it is still valuable to remember how important it is to open the lines of communication. In a breakup, it is essential to listen to your heart and respond. If you would prefer to eat your weight in chocolate, then do so. Let yourself grieve the loss of a person you loved. 

In business, listen to your employees and peers. Respond to their concerns and keep them updated. It is bad enough to have problems on the outside so you should take care of what you can on the inside. If your internal communication is healthy, the external will follow suit. 

Mindful Communication:

If your significant other leaves you, you may react in many ways. Some may cry, others may scream and other may stare at the ground as if they have gone deaf. While it is essential to allow yourself to feel emotions, it is also practical to bite your tongue at times. Think before you speak. Is this a comment or criticism that needs to be made? Are you speaking out of pain or frustration? If the relationship is over it doesn't help to give the person leaving you more ammunition as to why they've made a good decision. Ending things gracefully will not only help you maintain your reputation, it will also lessen the chances of grudges and hurt feelings.

It is the same with a business crisis. Don't just blurt something out to your stakeholders or the media. Think about the implications of your words and sentiments before you use them. To this end, never go to a press conference unarmed. Think about all the questions that could be asked and have an answer. 

Recovery:

In both breakups and business it is necessary to think about what comes next. Moving on may not be what you want to do but it is something you need. Think of how your client or business can improve its public image or gain back the public's trust. 

I'm currently in this stage. I'm mending myself and looking around at my life and where I should go next. Do I have enough here to make me happy? Is there something I can work toward that can keep me satisfied? What will I do when all my friends move away in one month? Can a career really keep me from feeling alone? Like a business, I can't look at these questions and hope that the answers will magically appear. I have to work hard and finding my own solutions.

In my opinion, whether you're a business in trouble or a heartbroken person, the most important thing in a crisis is perspective. This is not the end of the world. Life will go on- it's a guarantee. All you have to do is pick up the pieces and choose which direction you want your life will continue in.