Navigating Employee Emotions in Crisis Communication
This chapter explores the vital importance of effective communication during crises and its impact on employee emotional responses. It presents a new framework for internal communication, aimed at addressing the unique needs of employees based on their relationship with the organization during challenging times.
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In the first WB 40 Podcast of our 10th Season, Lisa and Julia delve into the critical, yet often overlooked, area of internal crisis communication with expert Alison Arnot.
Alison emphasizes that the biggest misconception about crisis communication is its external focus, arguing that employees feel crises personally and are crucial to an organization’s recovery. She shares her deep passion for this subject, which stems from her experience at the Glasgow Airport terror attack and subsequent observations about the varying preparedness of organizations.
Alison introduces her new framework, the “Seven Ss of Internal Crisis Communication,” detailed in her book Internal Communication in Times of Crisis: How to Secure Employee Trust, Support and Advocacy in Crisis Situations. This framework outlines seven needs that must be met in order for an organization and its people to recover effectively from a crisis.
You can find Alison’s book on Amazon here, and get in touch with her via LinkedIn here.
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