Crisis Communication 101

Something goes wrong and what do you say? How do you say it? Who says it? How much information should you share? Can you assign or accept blame? Should you speculate? Should you say anything at all? Maybe you should keep your mouth shut, right?

These are questions that race through the minds of well-meaning yet panicked people after an accident or mistake has happened. Don't say anything all and you look like you're covering up and guilty, but you can't say too much either - at least initially - because that could wrongly imply guilt as well. Corporations, small businesses, organizations large and small, as well as private individuals face these conundrums each and every day.

At Sorry Works! we teach people to think about what they are going to say after something goes wrong long before an accident or error ever happens. We teach people how to communicate in a credible, empathetic fashion in the initial aftermath of an accident without speculating or prematurely assigning or accepting blame. Then, we teach people how to communicate during an investigation and resolution phase to the problem, including - when necessary - the admission of fault and accompanying apology.

For more on crisis communications training, click on Sorry Works! Consulting LLC.