The best way to communicate with your employees during an emergency situation is to have a plan in place before it happens. You should have a clear and updated emergency response policy that outlines the roles and responsibilities of everyone involved, the procedures and protocols to follow, and the communication channels and tools to use. You should also train your employees on how to react and respond to different scenarios, and conduct regular drills and exercises to test and improve your plan.
Effective communication during emergencies relies on pre-established plans. A well-defined emergency response policy with assigned roles, procedures, and communication channels is vital. Training employees on appropriate reactions and responses for various scenarios enhances preparedness. Regular drills and exercises test the plan's effectiveness and identify areas for improvement. By having a robust communication plan in place, you can ensure swift and coordinated action, instill confidence in employees, and minimize the potential impact of emergencies. Proactive preparation saves lives and protects the well-being of individuals and the organization as a whole.
Training for your employees should also address the following: 1. Individual roles and responsibilities. 2. Threats, hazards, and protective actions. 3. Notification, warning, and communications procedures. 4. Means for locating family members in an emergency. 5. Emergency response procedures. 6. Evacuation, shelter, and accountability procedures. 7. Location and use of common emergency equipment. 8. Emergency shutdown procedures.
You must have a comprehensive Crisis Communications Plan that incorporates a communication matrix on who to communicate with, when to communicate, how to communicate and by what means do your communicate. These must be practiced on a regular basis during drills and small incidents so team members know what to do when they get specific communication and it takes all ambiguity out of response priorities.
Depending on the nature and severity of the emergency situation, you may need to use different methods of communication to reach your employees. You should have a mix of both formal and informal methods, such as announcements, alerts, emails, phone calls, text messages, social media, and word-of-mouth. You should also have backup methods in case the primary ones fail or are unavailable. For example, you can use battery-powered radios, loudspeakers, or megaphones if the electricity or internet is down.
One thing I’ve found helpful is employees having the contact information of the safety coordinator and the main supervisor. There should also be posters in the facility posted with their contact information.
All the normal modes of communication is vitally important. We believe it is imperative to have communication that is pushed through these modes but also have the ability for an employee to pull communication when needed. This is usually done either through an employee app or a site the Command Center updates with current information that employees can go to to get the latest.
When you communicate with your employees during an emergency situation, you need to be clear and concise. You should avoid using jargon, acronyms, or technical terms that may confuse or mislead your employees. You should also avoid giving too much or too little information that may overwhelm or underinform your employees. You should focus on the key messages that your employees need to know, such as what is happening, what they need to do, where they need to go, and who they need to contact.
It is also helpful to maintain a calm and authoritative tone while providing guidance on the evacuation route, assembly points, and any specific safety protocols. Encourage everyone to move swiftly and calmly, emphasizing the importance of following the established procedures for a safe and organized evacuation.
Verbiage choice is very important. As there is no “one size fits all” solution for every situation, most emergency manuals for organizations rely on specific verbiage to communicate to staff. This verbiage should be consistently reviewed and measured against lessons learned from other incidents to ensure the communication continues to be effective and appropriate for staff guidance.
Another important aspect of communication during an emergency situation is to be consistent and accurate. You should avoid giving contradictory or conflicting information that may cause confusion or panic among your employees. You should also avoid giving false or misleading information that may damage your credibility or trust. You should verify the facts and sources of your information before you share it with your employees, and update them regularly on any changes or developments.
It is important that you have built credibility and trust with your employees during your day to day. That will translate over in an emergency situation.
Unfortunately, the information you get initially about a crisis incident may not always be the full story or the story is changing before our eyes. It is vital to get current information out, but you must verify and add verbiage that this is the most current information but elements of the incident are still unfolding. It is very important to keep updating vetted information out to the team so they can make the correct response and recovery decisions. I totally agree with Kevin below, your credibility starts long before the emergency incident unfolds.
Finally, you should communicate with your employees during an emergency situation with empathy and support. You should acknowledge the emotions and concerns that your employees may have, and reassure them that you are doing your best to protect and assist them. You should also provide them with resources and guidance on how to cope and recover from the situation, such as counseling, debriefing, or feedback. You should also thank them for their cooperation and contribution, and recognize their efforts and achievements.
During an emergency situation, it is crucial to communicate with our employees with empathy and support. Acknowledge the emotions and concerns that our employees may have, and reassure them that we are doing our best to protect and assist them. Provide clear and timely updates about the situation and any actions being taken. Please make sure to offer resources and guidance on how to cope and recover, such as counseling services, debriefing sessions, or feedback opportunities. We should express our gratitude for their cooperation and contribution, and recognize their efforts and achievements during this challenging time. Let them know that their well-being is a top priority and we are committed to supporting them through the crisis.
Just a reminder that this may not be a one message fits all even within your own agency. You may have to craft different messaging for executive leadership than you do line employees. A different voice, different words and a more direct point may have to be used with some but not others.