Managing Project Communication During a Crisis
“Crisis is an unstable condition, as in political, social, or economic affairs, involving an impending abrupt or decisive change”, as per the global definitions. Even the perfectly planned projects can face crisis situations due to internal or external factors. The negative after effects of crises can be brought down through professional planning and management. Project Communication has a very important role to play in managing crisis situations.
Project Communication Management Tips
Plan, Plan & Plan
Project Communication plan should always include actions to be taken during crisis situations. The contingency plans, back-up plans and emergency response plan should be ready along with an updated list of relevant stakeholders. The crisis management team should be identified in advance along with the key contacts for external and internal communication. The roles and responsibilities should be clearly defined. Detailed checklist of what to do and what not to do should be available to the team. The overall plan needs to be tested to evaluate the overall effectiveness. It is also important to note that when there are natural disasters all the regular means of communication may become unavailable. The team has to prepare for such exigencies as well.
Spokes Person
The project team should identify internal and external contact points during crisis situations. The internal & external stakeholders and media should be directed to these contacts as needed. This step will ensure that a uniform message and project communication pattern is followed which can help to manage difficult situations. The key contacts should not change roles before the crisis is brought under control. The key point of contacts should have identified back-ups to ensure continuity.
Act at the right time
There have been many situations when the news about a difficult situation reaches the stakeholders through media or third parties. Such instances will aggravate the situation leading to mistrust and panic. The project team needs to act fast and select the right channels for communication. Early hours are very crucial as it can even decide the future of events hence the warning signs should be handled with utmost importance. The key contacts should be given the authority to take key decisions on project communication strategy without going through multiple approvals and gatekeepers.
Transparent Communication
Hiding the facts or twisting the truth for short term benefits is a strict no-no. This will lead to loss of trust and lack of cooperation towards the later stages. The project team needs to communicate unpleasant messages, manage emotional outbreaks and deal with counteractions with high levels of professionalism and maturity.
Setting the right perspective
The project communication should be worded rightly and presented with the right attitude. This will avoid situations where the messages are misinterpreted. Anticipate key questions and be prepared with the responses. Imagine yourself in the shoes of the affected stakeholders while deciding on the communication plan.
Be a good listener
Listening skills is an important part of effective project communication. The project communication team should exhibit the patience to listen to the opinions and concerns of relevant stakeholders. Be accessible to the relevant stakeholders throughout the crisis period.
What do you think is the most important part of project communication management? Let us know below.