14/ 04/ 2020 Are we in a Crisis? Communic ation “A c r isis is a pe ople - stopping, show-stopping, pr oduc t stopping, r e putation de fining, and tr ust-busting e ve nt that c r e ate s vic tims and/ or e xplosive visibility.” ~ Jim L ukasze wski in a Cr isis • $12.1 b illio n COVID-19 E c o no mic Re spo nse Pa c ka g e to pro te c t the he a lth a nd we llb e ing o f K iwis. • 42% o f Ne w Ze a la nde rs sa y Co vid-19 ha s impa c te d the ir pe rso na l inc o me , c o mpa re d with 29% a c ro ss the G7 na tio ns • Spe c ific industrie s will b e ha rd hit • Dro p in GDP g ro wth & une mplo yme nt o f a ll o ur tra ding pa rtne rs • Wide spre a d de a th a mo ng st the ����������� ����������� a g e d a nd vulne ra ble Ma lc o lm E a die ������������� ������������� Ke e p it in Ba la nc e Pre se nta tion Conte nt 1. Ho w do e s a c risis a ffe c t o ur c o mmunic a tio n? 2. Guid e line s fo r the c o mmunic a tio n 3. Pla nning ste ps 4. Whe re to fro m he re ? ����������� ����������� ������������� ������������� 1. How doe s a c r isis E motional Me mor y e ffe c t our c ommunic ation “Pe o ple re me mb e r ho w yo u ha ndle d the c o mmunic a tio n lo ng e r tha n the fa c ts o f the c risis.” • E motional Me mory – Pe o ple re me mb e r ho w yo u ha ndle d the c o mmunic a tio n lo ng e r tha n the fa c ts o f the c risis. • Se t the age nda - ta ke c o ntro l o f the me ssa g e – Pro a c tive ra the r tha n re a c tive • Amygdala Hijac k – F lig ht, F ig ht o r F re e ze ! – T his is hig h risk sc e na rio whe re we a re pro ne to b ra in fa de s – Avo iding fo o t a nd mo uth dise a se ����������� ����������� ������������� ������������� Co mmunic a tio n in a Crisis - Ma lc o lm E a d ie , Pro g re ssive So lutio ns L td 1
14/ 04/ 2020 Who se ts the a g e nda ? Amyg da la Hija c k - Da ng e r • Amygdala Hijac k – F lig ht, F ig ht o r F re e ze ! – o r flo c k. 1. If you don’t se t the age nda – some one e lse will – T his is hig h risk sc e na rio whe re we a re pro ne to b ra in fa de s 2. T he re fore timing is important – front foot the issue s • We sho o t fro m the hip 3. Solution – be proac tive and PL AN, PL AN, PL AN • Wo rd do n’ t g o b a c k in o ur mo uth • SOL ION – b re a th, b uy time , ta lk it o ut, pla n UT • Busine ss suc c e ss vs e mploye e we lfar e ����������� ����������� ������������� ������������� 2.1 Ge tting your he a d 2. Guide line s into the rig ht spa c e • Se lf c ar e – ke e ping yo ur he a d into the rig ht spa c e • T a lk – do n’ t b o ttle it up - Iso la tio n vs c o nne c te dne ss • Se le c ting the le ade rship style • Building a nd ma inta ining o ur c o nstruc tive e ne rg y – T r ust – inte g rity, truth / se lf inte re st – Re la tio nships, e a ting , sle e ping a nd e xe rc ise , mind he a lth • F inding the me ssage - E sta b lish yo ur why? • Ro utine s a nd struc ture – T M –unde rsta nding yo ur une into WIIF a udie nc e – Appr e c iating me tac ommunic ation • Se le c ting the me dium ����������� ����������� ������������� ������������� Constr uc tive e ne r gy in a c r isis e a de rship Style s (Go le ma n) in a Crisis 2.2 L Hi Eustress Constructive Energy Distress Low Hi Low ����������� ����������� Stress ������������� ������������� Co mmunic a tio n in a Crisis - Ma lc o lm E a d ie , Pro g re ssive So lutio ns L td 2
14/ 04/ 2020 Consulta tion – 2 wa y L e a de rship & trust e qua tion • Co nsulta tio n re q uire me nt in E RA 2000 • Co nsulta tio n in HSWA 2015 - S60 Whe n e ngage me nt is re quire d Factual + Do what you say + Show empathy and understanding a ) whe n ma king de c isio ns a b o ut wa ys to e limina te o r minimise tho se Trust = Trust = risks: b ) whe n ma king de c isio ns a b o ut the a de q ua c y o f fa c ilitie s fo r the Self-Orientation we lfa re o f wo rke rs: c ) whe n pro po sing c ha ng e s tha t ma y a ffe c t the H&S o f wo rke rs: • Co nsulta tio n – b ut sho w le a de rship – ACT and take owne rship • Use a CRISIS T E AM ����������� ����������� ������������� ������������� 2.3 Me ssage T he Me ssage & WIIF M • Unde rstanding your audie nc e • E stablish your why? • Appre c iating me tac ommunic ation ����������� ����������� ������������� ������������� Unde rsta nding wha t it is like WIIF M &- Maslow working from home • Are the re c hildre n a t ho me ? • Are the y a so lo mum? • Are the y wo rking o ff the kitc he n ta b le ? • Do sta ff ha ve de pe nde nt pa re nts? • Is the ir he a lth c o mpro mise d ? • Wha t is the re ne t a c c e ss like ? Body Surviva l-b o dy ne e ds ����������� ����������� ������������� ������������� Toilet Paper Co mmunic a tio n in a Crisis - Ma lc o lm E a d ie , Pro g re ssive So lutio ns L td 3
14/ 04/ 2020 T he Me ssage – your why? ����������� ����������� ������������� ������������� 2.4 Appr e c iating Me ta c ommunic a tion We inte rpre t wha t pe o ple me a n b y pa ying a tte ntio n to ? • Words • T he so und o f yo ur vo ic e - intonation • Body language ����������� ����������� ������������� ������������� T one “No t wha t yo u sa y b ut ho w yo u sa y it” • Me ssa g e in a c risis – Contr ol – so me b o dy sho wing le a de rship – T ust - inte g rity r – Compe te nc e – we ha ve a pla n – Conc e r n - We c a re – E mpathy - We unde rsta nd? – We sho w r e spe c t to e a c h o the r ����������� ����������� ������������� ������������� Co mmunic a tio n in a Crisis - Ma lc o lm E a d ie , Pro g re ssive So lutio ns L td 4
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