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Communicating in high stress situations
This document discusses communication strategies during high stress situations. It notes that during high stress, people can only process an average of 3 messages, recall the last message or most important points, and process messages at a fourth grade level. Trust is built on listening, empathy, caring and compassion rather than competence. The document recommends sending simple, 3 point maximum messages using short sentences, empathy, and numbers sparingly. It also suggests emphasizing pictures and diagrams to aid understanding during high stress situations.
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Communicating in high stress situations
- 1. How to Communicate inHigh 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 forcommunication The Sender
- 3. Basic model forcommunication The Receiver
- 4. Basic model forcommunication The Channel
- 5. Basic model forcommunication The Message
- 6. Basic model forcommunication Feedback
- 7. Basic model forcommunication The Environment
- 8. Basic model forcommunication Noise
- 9. High stress isnoise
- 10. Establishing trust in LOWstress situations Competence & expertise 80-85% All other factors 15%-20% Trust factors Source: Vincent Covello
- 11. Establishing trust in HIGHstress situations Listening, caring & empathy 50% Honesty & openness 15%-20% Competence & expertise 15-20% All other factors 15-20% Trust factors Source: Vincent Covello
- 12. 9/11 attack onNew York City • ‘The loss of life … is greater than any of us can possible bear.’ – Mayor Rudy Giuliani
- 13. Impact of highstress • 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 stresson 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 stresson 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 weadjust for high stress?
- 17. 1. Send simplemessages • Maximum: 3 messages. • Use short sentences. • Blend empathy with action. • Use numbers sparingly.
- 18. 2006 E.coli spinachoutbreak • ‘We are telling everyone to get rid of fresh bagged spinach right now.’ – Wisconsin Gov. Jim Doyle
- 19. 2006 E.coli spinachoutbreak • ‘To be safe, don’t eat it.’ – Minnesota Health Department
- 20. 2006 E.coli spinachoutbreak • ‘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 picturesand diagrams
- 22. To learn more, visitTheColdCrisis.com Search: #COLDCRISIS