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Crisis Communication Strategies for Corporate and Consumer Resilience

Learn effective crisis communication techniques for corporate and consumer minds in turmoil. Understand key questions, goals, and messages to control the narrative positively amidst challenges. Avoid common mistakes and enhance communication resilience.

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Crisis Communication Strategies for Corporate and Consumer Resilience

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  1. Corporate Mind in a Crisis • Our stock is tanking! • The board of directors is angry! • I’m going to be late getting home tonight! • I’ll lose my job! • I don’t know what I’m doing! • I want my life back!

  2. Consumer Mind in a Crisis

  3. First Questions • What’s the issue? • Who is the audience? • What are their questions? • What’s our goal? • What is our message? • What is our picture?

  4. Controlling the Story POSITIVETHEME FACTS What you say How you say it NEGATIVETHEME

  5. Effective Messages • Positive Never defensive • Concrete Supported by strong evidence • Empathetic Responsive to audience concerns

  6. Five Common Mistakes • Weak messages • Wrong messenger • Wrong picture • Failure to think like a consumer • Covering up

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