Communicating in high stress situations

When stress is high, the rules for effective communication change radically.

1. How to Communicate in High Stress Situations * Rusty Cawley, APR | TheColdCrisis.com * Condensed from the National Center for Food Protection and Defense’s “Risk Communicator Training for Food Defense Preparedness, Response & Recovery,” module 3, topic 1.

2. Basic model for communication The Sender

3. Basic model for communication The Receiver

4. Basic model for communication The Channel

5. Basic model for communication The Message

6. Basic model for communication Feedback

7. Basic model for communication The Environment

8. Basic model for communication Noise

9. High stress is noise

10. Establishing trust in LOW stress situations Source: Vincent Covello

11. Establishing trust in HIGH stress situations Source: Vincent Covello

12. 9/11 attack on New York City ‘The loss of life … is greater than any of us can possible bear.’ Mayor Rudy Giuliani

13. Impact of high stress The sender must emphasize caring and openness. The receiver loses some capacity to understand and recall messages. Listening carefully to feedback becomes crucial.

14. Effects of stress on communication Low stress People can process an average of 7 messages. They recall information in linear order (1,2,3 …) They process messages at an eighth-grade level Trust is built on competence and experience. Source: Vincent Covello

15. Effects of stress on communication Low stress People can process an average of 7 messages. They recall information in linear order (1,2,3 …) They process messages at an eighth-grade level Trust is built on competence and experience. High stress People can process an average of 3 messages. They recall what they perceive as most important or what is said last. They process messages at a fourth-grade level. Trust is built on listening, empathy, caring and compassion Source: Vincent Covello

16. How do we adjust for high stress?

17. 1. Send simple messages Maximum: 3 messages. Use short sentences. Blend empathy with action. Use numbers sparingly.

18. 2006 E.coli spinach outbreak ‘We are telling everyone to get rid of fresh bagged spinach right now.’ Wisconsin Gov. Jim Doyle

19. 2006 E.coli spinach outbreak ‘To be safe, don’t eat it.’ Minnesota Health Department

20. 2006 E.coli spinach outbreak ‘It's sickening for us to see anybody in the public suffer in this way, especially if they got ill from eating at Taco John's.’ Corporate Vice President for Marketing

21. 2. Emphasize pictures and diagrams

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