Here's how you can effectively manage crises in corporate communications using emotional intelligence.

É uma excelente questão. As crises não costumam chegar com avisos prévios. Quando chegam, nem sempre você está no momento emocional adequado. A receita - se é que há uma - é respirar fundo e separar a mente em duas gavetas. Na gaveta do trabalho, nervos de aço. Na pessoal, recorra a amigos, chore, desabafe. Numa das maiores crises empresariais que vivi, aconteceu, num dado momento, um maiores problemas pessoais por que passei. A receita das gavetas acabou dando certo. Foi difícil, mas, no trabalho, estava entregue 100% à crise de reputação. Em casa, 100% para resolver as questões pessoais. Acabou dando certo.

O autoconhecimento é fundamental para a evolução, especialmente aos que desejam liderar. Entender e conhecer suas vulnerabilidades e também ter a sensibilidade de entender o clima emocional do time, dos stakeholders e do ambiente como um todo. Dessa forma, recorra a recursos profissionais, como terapia ou processos para se autoconhecer. Avalie bem a situação e entenda sempre que é um ambiente profissional e que o equilíbrio emocional - e inteligência emocional - é uma soft skill muito importante. Recorra a livros que te ajudem nesse processo de autoconhecimento e sempre faça uma análise clara e sincera sobre suas atitudes e postura. Assim, você conseguirá ter ferramentas para lidar com conflitos, mantendo a inteligência emocional.

To effectively manage crises in corporate communications with emotional intelligence, start by staying calm and composed, setting a reassuring tone for your team and stakeholders. Understand and empathize with the concerns of all affected parties, including employees, customers, and partners. Communicate transparently and with sensitivity, acknowledging the impact of the crisis while providing clear, concise information about the steps being taken to address it. Listen actively to feedback and adapt your approach based on the emotional cues of your audience. This empathetic and thoughtful response helps maintain trust, facilitates smoother navigation through the crisis, and lays the groundwork for recovery and future resilience.

“It takes something more than intelligence to act intelligently.” – F. Dostoyevsky As a corporate comms professional, having led and worked with mid/large teams, I have learnt that EI is non-negotiable for a leader. Assessing the emotions of stakeholders during a time of crisis is essential for managing the situation effectively. By understanding and addressing stakeholders' emotional needs and concerns, you can build trust, tailor communication, manage expectations, prevent escalation, identify opportunities for support, facilitate decision-making, promote collaboration, mitigate reputational risks, and foster learning and adaptation, ultimately enhancing the organization's resilience and ability to navigate crises successfully.

In Krisenzeiten ist klare und transparente Kommunikation entscheidend. Führungspersonen sollten kompliziertes Businesssprech vermeiden und stattdessen ihre Botschaften direkt, transparent und verständlich vermitteln. Hier geht es nicht darum irgendwelche Marketingtexte raus zu hauen oder Bullshit-Bingo zu spielen. Es geht um Authentizität und vor allem Klarheit. Durch emotionale Intelligenz können sie nicht nur ihre eigene Botschaft klarer formulieren, sondern auch die Ängste, Sorgen und Kritikpunkte ihrer Mitarbeitenden und Stakeholder besser verstehen und darauf eingehen. Dies schafft eine Atmosphäre der Offenheit und des Vertrauens.

Being open and honest about the situation, even when the news is unfavourable, helps maintain credibility and trust. Providing clear, accurate information about what happened, what steps are being taken to address the issue, and what stakeholders can expect moving forward shows accountability and commitment to resolution. Furthermore, involving your team in the response process and valuing their input can enhance your crisis management strategy. Team members who feel heard and respected are more likely to be engaged and contribute positively during challenging times. By combining empathy with transparency and collaborative problem-solving, you can navigate crises more effectively and maintain stronger relationships with your stakeholders.