Three Practical Strategies for Commanding A Crisis

Are you ready to navigate a crisis at your manufacturing plant?

No one wants to think about something bad happening to their organization, but if you want the tools to confidently, safely, and successfully navigate a challenging situation, you need to be proactive. Instead of simply avoiding the topic or hoping for the best, follow these tips to ensure you and your team are ready to handle any situation at your plant.

#1. Tighten Your Communications—Before You Need To

In manufacturing, we often get caught up in the daily grind. We’re so busy focusing on quality and productivity that we overlook other important areas, like communications protocols — and when an unexpected challenge, this can mean chaos.

To make sure your team’s communications are crisis-ready, take some time to create a chain of command. Talk to your team members about how to react, so that everyone knows their specific role, how to respond, and what should (or shouldn’t) be said when talking to the media. This should apply to everyone in your organization, from the floor to the executive level, so everyone is empowered to act swiftly when a real challenge occurs.

#2. Create Transparent Messaging to Protect Your Brand”

When a crisis does occur, there is often a lot of rumors and misinformation. Some people think it’s best to wait to share information until all the facts are known, but this way of thinking can actually lead to more damage. When people don’t have all the information they need, they’ll start to create their own stories, leading to extra chaos and confusion. When people start creating their own stories, it also means you might lose on the opportunity to share the facts yourself — and you might not like the stories others create about you and your organization.

To avoid this situation, own the narrative. Communicate eagerly, regularly, and honestly, even if you don’t have all the answers. This allows you to take control of the story and fight back against rumors and inaccuracy. By being upfront and honest, you also maintain a sense of trust and protect your organization’s reputation.

#3. Treat Every Team Member as a Brand Ambassador

In today’s digitally-connected world, every single team members holds the power to share information and shape the narrative. Anyone in your organization can easily share their thoughts on social media, which means it’s more important than ever to make sure your team is trained in how to respond and react during a challenging moment.

To help your team respond during a crisis, treat every single team member as an ambassador for your brand. Invest in training for communication, just like you would for production, and take the time to ensure your team members know how to respond to both internal and external questions. You might also consider leveraging technology, like Signal or GroupMe, to allow for rapid, clear updates from all levels of your organization.

Learn More on Mindfulness Manufacturing

These three tips on crisis management come from recent Mindfulness Manufacturing guest Angela Billings, a crisis communications expert with over 20 years of experience in the Air Force — including during September 11th, when she was stationed at the Pentagon. She is also the author of Command the Crisis: Navigate Chaos with Battle-Tested Public Relations and Communication Strategies. On Mindfulness Manufacturing, Angela shared gripping stories from her career and firsthand experience at the Pentagon, plus offered more practical lessons for proactive planning, from establishing clear communications to empowering your team members.

Listen to Angela Billings on Mindfulness Manufacturing here.