Question:

I recently accepted a new position. I will be the team lead in our Public Relations department and will be responsible for communicating during a crisis. What advice do you have to ensure that I am well-prepared?

Tero says:

First, consider your communication plan. Few events get adrenaline pumping more than a crisis. Unfortunately, too many people are too prone to communicate before they are prepared. Advance preparation enhances your ability to handle communications skillfully.

The impression you make is more important than the words you say. By speaking to your listeners' eyes, you convey honesty, sincerity and credibility. Similarly you can convey weakness and nervousness through your body movement, facial expression and vocal quality.

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