There is a blue print for every crisis that could surface in any business setting. What it takes to perfect it is practice! There are simple steps to take that may seem time-consuming however when a problem is surfacing, it is all about getting the facts to those who need. This needs to take place quickly and the information needs to be easily accessible for the affected audience.  

1. Get ahead of the crowd and get your facts to the public before further damage can be made by other mediums.
2. If you are unsure if your source and information is a fact, write: “according to _____.”
3. Take the blame and hit for the situation by accepting something went wrong.
4. Two different responses to a medium that you should understand:
   “I don’t know” -this could mean you’re waiting for confirmation regards facts you’re not 100 percent on.
   “No comment” –this could mean you have information, but you’re holding back and that’s not necessarily good.

Whatever the situation may be you are dealing with, as a mediator, it is your job to work with your client to prove how they are going to make a positive change.

Two great examples of crisis communication situations that were handled with confidence and compassion:
1. Tylenol’s recall - October 5, 1982
2. Odwalla’s recall - Novemeber 1, 1996

By:

Rachel Ryan

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