What you say is only part of what your audience takes away from any communication
Body language speaks volumes to whoever you’re addressing, making careful consideration of the impression you’re giving a critical crisis management concern.
While the infographic below, from, of all people, language experts at Gengo, addresses more than just crisis situations, the lessons it holds regarding the most effective behavior when addressing various audiences is spot on and sure to help you the next time you’re responsible for handling crisis communications:
Don’t think you’re ready for the cameras to roll just because you’ve gone over a couple how-to’s though! Control of your body language and facial expressions, not to mention the tone and content coming out of your mouth, takes practice, practice practice. Get in front of that camera, mirror, or a trusted colleague and grind until you’ve got it down pat. That’s the only way to nail down the right approach to any communication situation.
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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]