Page 56 - The Voice of Authority

discount to close the deal. I’m not talking about when the
water supply in Los Angeles gets poisoned. I’m talking
about when your building gets flooded and employees
need to get their work done.
Crises happen weekly: The deaths of several senior ex-
ecutives in a private plane crash. The resignation of a key
employee. The bankruptcy of a primary supplier. A tor-
nado ripping through the center of downtown. When it’s
a major crisis, consider these key steps:

Remember that “no news” is news. Have a voice mail-
box for employees to monitor status for updates,
even when the updates say “nothing has changed.”
Tell what you’re investigating or considering—even
if you have discovered no causes or resolutions.
(“Here’s what we’re investigating. . . .” “The facts that
we’ve discovered to date are these . . .” “The situation
is changing rapidly. What we think we may do now
is . . . But that may change within the next eight
hours. . . .”)
Ask for people’s patience. Patience is common sense,
but that gets trampled in emergencies.
Keep suppliers and partners up to date so they’re part
of the solution, not part of the problem.
Communicate the backup plans and logistics before
needing them.
When the crisis is minor or routine, be thankful.

Communicate Like You Brush Your Teeth

Make it a habit. Do it frequently, habitually, systematically.
Get a system, a channel, a structure, a timetable that works

44 The Voice of Authority