OFFUTT AIR FORCE BASE, Neb. -- As leaders, we are constantly exposed to the latest and greatest equipment, training, and tools to increase mission effectiveness. But how often are we taught to communicate more effectively during times of crisis?
Life’s ups and downs hit us all in different fashions and forms. However, as we travel its winding road, we often find there are similarities between our trials and tribulations which can connect and bind us to one another.
As we witness the pain, agony and suffering of our fellow brothers and sisters in arms, as well as family and community members, we should be encouraged to share. “Share what,” one might ask? We should be encouraged to share our testimonies of how we have “overcome” during difficult times. We should be encouraged to share our experiences of “how we got through” those storms. We should be encouraged to share a positive word to a hurting, confused or downtrodden member of our team, family or community. How to communicate with others during difficult times can sometimes leave us at a loss for words or with a lack of empathy.
Communication is never more important than when a community is facing difficult times. As leaders, it’s at these times, we must rise to the level to which we are called. To that end, David Grossman and Duncan Brodie, wrote an interesting article in which they provide tips to use when communicating during tough times:
1. Establish facts first. When challenging situations arise, it is very easy to jump to a conclusion or make an impulsive decision too quickly. Sometimes there are emergencies in which fast action is necessary, however, gathering as many facts as possible will lead to a much more informed decision.
2. Actively listen. It is useless to ask provocative or data driven questions if we are not actively listening. Being an Active Listener requires paying attention, deferring judgement, responding appropriately and providing feedback.
3. Be honest, human, empathetic and show you care. Delivering rough news can be tough. In our delivery, we should make sure to take on an attitude of truthfulness, comforting and caring.
4. Hold a mirror to yourself. As you prepare to share updates and/or tough news, consider how you would like to be communicated with if you were on the other side of the conversation.
5. Outline expectations clearly. It’s the fastest way to ensure you and others are on the same page concerning the way ahead and what the future looks like.
6. Act professionally. The challenge for you is to remain professional at all times. A good test of this is to ask yourself how you would like to be treated if you were not the supervisor or leader.
7. Don’t wait to communicate until you have all the answers. By then it will be too late – if you wait, someone is going to speak on your behalf and fill the information vacuum; whether the information is right or wrong.
8. Provide context and relevance. So employees understand the meaning behind what’s being said and understand what it means to them; have a message platform of core messages and actions.
9. Remember there is no one size fits all approach. Each situation is different. While there might be some common ground, remember there is unlikely to be a “one size fits all” approach to difficult situations. Adapt your approach depending on the situation.
10. Diversity is the Key. Involve others to assist in coordination and recovery. Your team is comprised of individuals from different backgrounds. Their experiences can be the keys to successful accomplishments.
Remember, keeping your “A”irmen informed – whether good news or bad –makes good business sense to avoid distractions at a time when a steady hand is needed at the wheel.
As a team, community and family, we move through these difficult times together. Therefore, remember, how we communicate with others, makes a huge difference on us growing closer and stronger together.