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cover of episode 22. Under Pressure: How to Communicate Clearly and Timely During a Crisis

22. Under Pressure: How to Communicate Clearly and Timely During a Crisis

2020/10/22
logo of podcast Think Fast, Talk Smart: Communication Techniques

Think Fast, Talk Smart: Communication Techniques
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David Demarest
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David Demarest: 在危机沟通中，有效的策略是将复杂的问题分解成更小的、更容易管理的部分。例如，在银行数据处理中心出现故障导致大量交易丢失的危机中，通过区分哪些账户可以更容易地修复，从而将需要处理的问题数量减少到可控的范围。这体现了在危机中，需要优先处理最关键的部分，并逐步解决其他问题。此外，在涉及员工个人数据泄露的危机中，David Demarest 强调了信任的重要性。即使在周末无法立即提供所有补救措施，也选择在周五晚上及时发布公告，因为他们认为，及时告知公众比等待到周一效率更高，可以避免信任受损。这说明在危机沟通中，信任比效率更重要。 David Demarest 还强调了了解组织价值观的重要性。在危机中，组织的价值观可以作为行动的指南，帮助组织做出正确的决策。他认为，许多组织没有花足够的时间去思考在需要行动但信息不完整的情况下该如何应对，而了解组织价值观可以提供一个方向，帮助组织在压力下做出优先级排序。 Matt Abrahams: 在与David Demarest 的对话中，Matt Abrahams 总结了危机沟通中的两个重要经验教训：一是将大型复杂危机分解成各个组成部分，这有助于更有效地处理问题；二是了解组织的价值观，并将其作为危机沟通的指导原则。他还探讨了危机沟通中的最佳实践，例如了解未知信息的重要性、避免猜测、遵循组织价值观，以及在需要道歉时，道歉必须及时、真诚，并承担责任，提供补救措施。此外，他还强调了主动与利益相关者沟通的重要性，了解他们的担忧和恐惧，并积极寻求他们的指导。

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David Demarest shares experiences from crises he managed, emphasizing the importance of breaking down problems into manageable parts and acting based on organizational values.

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“Knowing your values gives you a beacon, or a lamppost, that can inform how you’re going to prioritize your actions.”   

In this episode of *Think Fast, Talk Smart, *Stanford Graduate School of Business lecturer and Stanford University’s former Vice President of Public Affairs David Demarest) speaks with host and lecturer Matt Abrahams on why knowing your values and the concerns of your stakeholders lays the foundation for any communication during a time of crisis.

Think Fast, Talk Smart) is a podcast produced by Stanford Graduate School of Business. Each episode provides concrete, easy-to-implement tools and techniques to help you hone and enhance your communication skills.

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