The podcast explores risk and crisis communications, focusing on topics such as hazard vs outrage, radiation exposure, understanding crisis details, improving communication, effective risk communications, and the power of sharing knowledge.
Effective risk and crisis communication requires considering both the dangers associated with a situation and the level of emotional upset it causes in people.
Crisis communicators should acknowledge uncertainty, avoid projecting excessive confidence, and demonstrate respect to build trust and credibility.
Deep dives
The Distinction between Hazard and Outrage in Risk and Crisis Communication
Peter Sandman emphasizes the importance of understanding the distinction between hazard and outrage in risk and crisis communication. He explains that effective communication requires considering both the dangers associated with a situation and the level of emotional upset it causes in people. Sandman divides the communication responses into four quadrants: outrage management, trying to calm people down when the danger is low but the upset is high; riling people up when the danger is high but the upset is low; crisis communication, guiding people through a situation where their justified upset aligns with real danger; precaution advocacy, warning people about risks they may be ignoring. By recognizing and addressing these different aspects, effective risk and crisis communication can be achieved.
Peter Sandman's Background in Risk and Crisis Communication
Peter Sandman discusses his background and expertise in risk and crisis communication. Originally focusing on environmental communication during his graduate studies, Sandman has become internationally known for his work in risk and crisis communication. He highlights the importance of understanding the dynamics of public perception in risk situations and the need for effective communication strategies that align with the level of danger and emotional response. Through his career, Sandman has worked on both precaution advocacy, warning people about risks, and outrage management, dealing with situations where people are upset. He emphasizes the necessity of adjusting communication approaches based on the specific circumstances and public reactions.
The Importance of Honesty, Uncertainty, and Meta Messaging in Crisis Communication
Peter Sandman emphasizes the importance of effective crisis communication by addressing key aspects such as honesty, uncertainty, and meta messaging. He emphasizes that in crisis situations, it is crucial to acknowledge uncertainty and avoid projecting excessive confidence when delivering information. Sandman discusses the significance of meta messaging, which refers to how messages are conveyed and the level of respect shown to the audience. By demonstrating respect and openness, crisis communicators can build trust and credibility. He suggests that effective crisis communication involves continuous learning and adaptation, as well as an understanding of the complex dynamics between values, facts, and public perception.
The Impact of Values and Political Polarization on Acceptance of Facts
Peter Sandman examines the relationship between values, political polarization, and acceptance of facts. He suggests that people have always been more inclined to trust information that aligns with their values, while questioning or denying information that conflicts with their beliefs. Sandman argues that the current lack of trust in institutions and the rejection of facts are not new phenomena. Rather, it reflects intensified polarization in values debates between progressives and conservatives. He highlights the need for more courteous and respectful interactions in values-driven discussions, as well as the importance of distinguishing between facts and individual interpretations of those facts.
One of emergency management’s major partners in all things concerning disasters, from the preparation phase to the response and recovery is our public information/affairs officers who support what we are trying to do in communicating with the public. It is critical that they have the knowledge and skill to perform their duties in a manner that helps, rather than hinders, our mission of protecting people, property and the environment. That said, one of the best tools out there comes to us via Peter Sandman and his website. A great reference for everyone having anything to do with risk and crisis communications. In this podcast we learn directly from Peter as we hopscotched over a number of disparate topics having to do with disaster communications. I highly recommend this podcast to your listening. This episode is sponsored by Bent Ear Solutions which offers comprehensive capabilities and deep industry knowledge necessary to help you solve the most complex issues of your organization. We advise public and private organizations on an all-inclusive approach to disaster preparedness that addresses governance, planning, operational procedures, technology implementation, training, and exercises in order to achieve a successful and sustainable program.
Eric Holdeman is a professional emergency manager who is passionate about providing information that can help families, businesses & governments become better prepared for disasters of all types. Hear first hand expert insights from Eric on his Podcast, Blog & EricHoldeman.com.
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