10. Communication Lessons from 9/11 and How They Can Help You with Lt. Col. Robert Darling

Sometimes we get so focused on our organization’s daily operations that we forget the vital role of a timely, clear, actionable succession plan during a crisis.

It's no surprise that behaviors and feelings are rooted in communication. Unclear communication creates uncertainty, distrust, and angst. Clear, authoritative communication forms the bridge between confusion and clarity.

Listen in as Lt. Col. Robert Darling, USMC (Ret.) and Leading Crisis Leadership Expert, shares his crisis management experience from the White House on 9/11. Robert explains how having all of the knowledge and power in the world is meaningless if there is no crisis management plan in place and no clear communication that follows.

Robert’s biggest lessons learned?

• Clear communication is your lynchpin in times of crisis; it's essential to maintain trust.
• When the chain of command knows its roles, individuals feel empowered to make decisions and rise to the occasion during stressful times.
• If a member of an organization strays outside the decision-making structure that's been established, success is at risk.
• Organizations should participate in crisis management role-play and practice lack of authority/loss of communication, so everyone is prepared.
• Have a Plan B in place to tackle communication breakdowns.
• Successful crisis management and succession plans allow leaders to assess, decide, and act.

Don't miss this fascinating 9/11 insider perspective from Robert Darling as he remembers that fateful day, how communication and a crisis management plan influenced leadership and decision-making, and how our country was able to unite during tragedy.

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