Think Fast Talk Smart: Communication Techniques 22. Under Pressure: How to Communicate Clearly and Timely During a Crisis
Oct 22, 2020
David Demarest, a lecturer at Stanford Graduate School of Business and former White House Communications Director, shares crucial insights on crisis communication. He emphasizes the importance of knowing one's values to guide decision-making. The conversation touches on managing transparency during crises, engaging stakeholders proactively, and the power of perspective in communication. Demarest highlights how strategic messaging can bolster trust and engagement, showcasing historical figures like Gandhi and Lincoln as examples of effective context in messaging.
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Lost Transactions
- David Demarest handled a crisis at Bank of America involving 1.2 million lost transactions.
- By disaggregating the problem, they narrowed it down to 69,000 and focused on those.
Stolen Laptop
- At Stanford, a stolen laptop containing employee data prompted a Friday 6 PM announcement.
- They prioritized trust over efficiency, knowing delayed communication could damage trust if identities were stolen.
Crisis Communication Best Practices
- Understand what information is unknown, and how important obtaining that information is.
- Avoid speculation, and instead let values guide decision-making.