La mejor manera de comunicarse con sus empleados durante una situación de emergencia es tener un plan antes de que suceda. Debe tener una política de respuesta a emergencias clara y actualizada que describa los roles y responsabilidades de todos los involucrados, los procedimientos y protocolos a seguir, y los canales y herramientas de comunicación a utilizar. También debe capacitar a sus empleados sobre cómo reaccionar y responder a diferentes escenarios, y realizar simulacros y ejercicios regulares para probar y mejorar su plan.
Effective communication during emergencies relies on pre-established plans. A well-defined emergency response policy with assigned roles, procedures, and communication channels is vital. Training employees on appropriate reactions and responses for various scenarios enhances preparedness. Regular drills and exercises test the plan's effectiveness and identify areas for improvement. By having a robust communication plan in place, you can ensure swift and coordinated action, instill confidence in employees, and minimize the potential impact of emergencies. Proactive preparation saves lives and protects the well-being of individuals and the organization as a whole.
Training for your employees should also address the following: 1. Individual roles and responsibilities. 2. Threats, hazards, and protective actions. 3. Notification, warning, and communications procedures. 4. Means for locating family members in an emergency. 5. Emergency response procedures. 6. Evacuation, shelter, and accountability procedures. 7. Location and use of common emergency equipment. 8. Emergency shutdown procedures.
You must have a comprehensive Crisis Communications Plan that incorporates a communication matrix on who to communicate with, when to communicate, how to communicate and by what means do your communicate. These must be practiced on a regular basis during drills and small incidents so team members know what to do when they get specific communication and it takes all ambiguity out of response priorities.
Dependiendo de la naturaleza y la gravedad de la situación de emergencia, es posible que deba utilizar diferentes métodos de comunicación para comunicarse con sus empleados. Debe tener una combinación de métodos formales e informales, como anuncios, alertas, correos electrónicos, llamadas telefónicas, mensajes de texto, redes sociales y boca a boca. También debe tener métodos de copia de seguridad en caso de que los principales fallen o no estén disponibles. Por ejemplo, puede usar radios, altavoces o megáfonos que funcionen con baterías si no hay electricidad o Internet.
One thing I’ve found helpful is employees having the contact information of the safety coordinator and the main supervisor. There should also be posters in the facility posted with their contact information.
All the normal modes of communication is vitally important. We believe it is imperative to have communication that is pushed through these modes but also have the ability for an employee to pull communication when needed. This is usually done either through an employee app or a site the Command Center updates with current information that employees can go to to get the latest.
Cuando se comunica con sus empleados durante una situación de emergencia, debe ser claro y conciso. Debe evitar el uso de jerga, acrónimos o términos técnicos que puedan confundir o engañar a sus empleados. También debe evitar dar demasiada o muy poca información que pueda abrumar o desinformar a sus empleados. Debe centrarse en los mensajes clave que sus empleados necesitan saber, como lo que está sucediendo, lo que deben hacer, a dónde deben ir y a quién deben contactar.
It is also helpful to maintain a calm and authoritative tone while providing guidance on the evacuation route, assembly points, and any specific safety protocols. Encourage everyone to move swiftly and calmly, emphasizing the importance of following the established procedures for a safe and organized evacuation.
Verbiage choice is very important. As there is no “one size fits all” solution for every situation, most emergency manuals for organizations rely on specific verbiage to communicate to staff. This verbiage should be consistently reviewed and measured against lessons learned from other incidents to ensure the communication continues to be effective and appropriate for staff guidance.
Otro aspecto importante de la comunicación durante una situación de emergencia es ser consistente y preciso. Debe evitar dar información contradictoria o contradictoria que pueda causar confusión o pánico entre sus empleados. También debe evitar dar información falsa o engañosa que pueda dañar su credibilidad o confianza. Debe verificar los hechos y las fuentes de su información antes de compartirla con sus empleados, y actualizarlos regularmente sobre cualquier cambio o desarrollo.
It is important that you have built credibility and trust with your employees during your day to day. That will translate over in an emergency situation.
Unfortunately, the information you get initially about a crisis incident may not always be the full story or the story is changing before our eyes. It is vital to get current information out, but you must verify and add verbiage that this is the most current information but elements of the incident are still unfolding. It is very important to keep updating vetted information out to the team so they can make the correct response and recovery decisions. I totally agree with Kevin below, your credibility starts long before the emergency incident unfolds.
Finalmente, debe comunicarse con sus empleados durante una situación de emergencia con empatía y apoyo. Debe reconocer las emociones y preocupaciones que puedan tener sus empleados, y asegurarles que está haciendo todo lo posible para protegerlos y ayudarlos. También debe proporcionarles recursos y orientación sobre cómo sobrellevar y recuperarse de la situación, como asesoramiento, información o retroalimentación. También debe agradecerles por su cooperación y contribución, y reconocer sus esfuerzos y logros.
During an emergency situation, it is crucial to communicate with our employees with empathy and support. Acknowledge the emotions and concerns that our employees may have, and reassure them that we are doing our best to protect and assist them. Provide clear and timely updates about the situation and any actions being taken. Please make sure to offer resources and guidance on how to cope and recover, such as counseling services, debriefing sessions, or feedback opportunities. We should express our gratitude for their cooperation and contribution, and recognize their efforts and achievements during this challenging time. Let them know that their well-being is a top priority and we are committed to supporting them through the crisis.
Just a reminder that this may not be a one message fits all even within your own agency. You may have to craft different messaging for executive leadership than you do line employees. A different voice, different words and a more direct point may have to be used with some but not others.