Behind the Scenes of Dealing with a Crisis
While Dan Cockerell and I were in Orlando for the annual Magical Vacation Planner Conference, most travel-related businesses began closing in response to Covid-19.
In the midst of the commotion and confusion, Dan and I along with Lee Cockerell to record an episode about how to deal with a crisis.
In addition to the interview with Lee and Dan, this episode will give some behind the scenes information about dealing with the crisis as it unfolded.
Here are four steps to keep in mind while dealing with a crisis:
Safety First. Before anything else, the safety of employees, customers, and yourself comes before anything else.
Deal with the Facts. During a crisis people get emotional. People speculate and gossip. You should deal only with the facts when you communicate with people.
Be Empathetic. Everybody is dealing with a crisis in different ways for different reasons. Understand people are worried.
Use the situation to get better. You and your organization can learn plenty from a crisis. Use it as a training opportunity.
During a crisis, your culture is on show for everyone to see. Your actions should match your words. What you say doesn’t build a culture. Culture is built through actions.