The crisis caused by the PR of Malaysia Airlines

&http://www.aliyun.com/zixun/aggregation/37954.html ">nbsp; The crisis caused by the PR of Malaysia Airlines

Many of the reasons for the cruise MH370 by the world's attention. Among them, the "hanging but unknown" state is most disturbing. As one of Asia's best airlines, it is unlikely that it will be able to prepare for such a crisis. But it can be speculated that the plan did not include the "hanging but unknown" factors, so that the executives were caught by surprise, so that the crisis of the flight is criticized by all sides. Even if the next search results, the knot between the family and the passengers will increase the twists and turns of the process in the past.

Any emergency that can be covered by a plan is not a crisis. Because there are factors that cannot be known beforehand, the system will get out of control and become a crisis. The current situation of the crisis communication is also giving every enterprise a lesson worthy of reflection.

The most gripping is suspense!

Crisis communication often fails in the form of a preliminary plan. Because there is no grasp of the nature of the event, just scripted, according to the prescription, it is inevitable to rush the suspicion. According to the plan textbook program, we saw that the airline executives faced the awkward situation of their families and reporters. After all, similar flights have been missing for a long time, only once, Air France 447 air crash, but the characteristics of the airspace between the two actually have a significant difference. At a news meeting on March 10, the executives said nothing, and they really didn't know what to say. Any formal statement will have legal implications. In accordance with the aircraft crash plan to deal with "lost" aircraft, procedures, words, rhythm and phased arrangements can not correspond. Silent little words became their automatic setting.

The function of a crisis plan is not to exhaust the possibilities, no organization can do it, but to make the necessary routines happen automatically, so that the decision to set aside the energy of the decisions in advance can not be expected on the spot factors. This time, the "hanging and unknown" state is an unforeseen factor. It creates a psychological obsession with the depth of all stakeholders. When the search and rescue work is taken over by the state, the focus of the crisis communication should also be put on the understanding of "suspense" and mutual soothing psychological trauma.

The three kinds of desires behind the "anger communication"

What is more tormenting than bad news is no news. 239 family members, including 154 Chinese families, experienced unimaginable suffering from outsiders. MH370 flight "hangs but unknown" the state becomes to the family member's psychological Lynch. In such a state, "anger communication" is unavoidable, that is, their verbal expression and psychological rotation of the idea between the difficult to coincide. Lack of understanding of the characteristics of "anger communication", the crisis Communicator's unilateral "broadcast" notice, but lacks empathy. This is the way it is. It only exacerbates the misunderstanding and distortion of relations until the 0 and the state of mutual hostility. March 10, at the Lido Hotel, a mobile phone hit a spokesman. It has indicated a tendency towards hostility.

In the present miserable psychological situation, what the family need most is a hearty talk and sincere understanding and support. Scholars such as stone (stone, Douglas), who presided over the "negotiation and Communication" program at Harvard Law School, provided a useful set of recommendations for the signal dislocation in the psychological state of "anger communication". In their experience, the outrage behind the condemnation is three kinds of communication desires: 1 desire to get the truth, 2 desire to communicate deep feelings, and 3 desire to be free from the contradictions and faults of the psychological identity.

Careful analysis of the scene of the hoarse moan and muttering (my son is only 40 years old ah ...) Why don't you come back early? What about the poor boy? , each one of the grievances behind the airline has a myriad of intermittent psychological thoughts: hope, regret, fear, anxiety, emptiness, help, resentment ...

No soothing "suspense" constantly stimulates psychological grudges. "Anger communication" leads to escalating misunderstandings and dangerous confrontations. Only by listening carefully and activating the three kinds of communication desires behind it can the new hostile crisis be resolved.

Release the "Strange God" of emotion

Crisis Communicator, Malaysia Airlines or other entrusted units, need to open as soon as possible with relatives and friends "empathy" psychological exchange, to help "mental weightlessness" in the state of the people to find a future, worthy of hope for certainty. Relatives are the most important stakeholders at the moment. Understand their complex sadness and let them release the negative psychological activity of the "East blame West", which is not only concerned with their health, but also preparing favorable conditions for the subsequent crisis communication. The strange god that releases emotion can start from the following action.

First, change the plan in the news meeting, arrange the relatives communication meeting. News conferences can still be used to post information to journalists. But you need to communicate with relatives to find empathy. In small, closed-door meetings, let each relative tell the story of their loved ones, including the relatives of the flight crew. Start with the voluntary relatives and slowly open up and accept all the people. In communication, you should allow extreme or even curse language, so that everyone has the opportunity to express. There is only one purpose of communication: to listen, to understand the thoughts of their relatives, and to cherish their memories of their loved ones.

Invite professionals other than Ma hang to describe the handling of similar aviation incidents. By being able to trust the third party, let the fact slowly precipitate to the relative's rational understanding. Rather than arguing that "there is no information and therefore cannot comment", let the past air event process become a frame of reference for relatives to see the event progressing. Similar frames of reference provide stable psychological handrails, helping them to slow down anxiety.

Third, with each small action to express the concern of each relative in every detail of the business. Action expression is not language fast, but the effect of persuasion is long and stable. As my doctor friend told me, patients have no medical knowledge, but they still judge whether a doctor is trustworthy. Through a variety of environmental and behavioral indications, the patient in the mind to form a judge of the doctor. "Sign Management", an effective channel for crisis communicators to communicate with their relatives.

Iv. provision of legal assistance to relatives without a lawyer. Regardless of the final outcome, legal intervention is certainly inevitable. Let the layman in anxiety to imagine, will only enlarge the panic, contagion suspicion. Therefore, the initiative to let relatives understand possible legal solutions, will rule out their reluctance to open their own inquiries, but the heart must be anxious psychological fuse. At this point, the sense of certainty is very valuable. It helps the relatives to pull themselves together, but also conducive to the opening of cooperation between the two acts.

Invite psychologists and anxious relatives to envision life for the next 3 months, 3 years, or even 10 years. People rely on hope to save themselves. The hopeful future tense helps to bridge the broken present progressive tense. All communication points to mental identity reconstruction. Only by recognizing the significance and status of their loved ones in their own lives can relatives regain psychological balance and calm. "Relatives or sorrow, others have songs." The deepest concern for 239 families is to help them find their mental identity and live peacefully.

We don't know what caused MH370 to disappear, but we know that the airline's executives and the family members of the crew are equally worried. Not every crisis management can compete or win or lose. No matter what the next discovery is, there is nothing more precious to relatives and friends of 239 families than the peace after the pain. Life goes on. To crisis managers, if they can experience and enhance the ability to improvise, our peace will reduce the pain of many people.