Perception of responsibility changes Business communication in a crisis
The type of problem solving communication strategy that a company uses during a crisis depends on the amount of responsibility that the company is perceived to have in the crisis.
If the company is perceived to have little responsibility in the crisis, it may deny that the crisis exists. It may clarify why there is no crisis, or it may attack those who claim there is a crisis. The attack may be accompanied by a threat of some sort against the person or organization claiming that there is a crisis.
The company may try to distance itself from the crisis. It may blame the crisis on someone else with an excuse, or it could compare the crisis to other crises to make it seem like the crisis isn’t that bad.
The company may try to obfuscate the situation by pointing out the areas where the company is actively doing good. It may also justify an action as vital for a goal that is of a higher level.
A company may also try to make itself out as the victim of the crisis rather than the agent who caused it.
In situations where the company is perceived to have a high level of responsibility, it may offer a full apology, it may offer compensation for those affected by the crisis, and it may ask for forgiveness. It may also make guarantees that the problem will never happen again.
If the company is perceived to have little responsibility in the crisis, it may deny that the crisis exists. It may clarify why there is no crisis, or it may attack those who claim there is a crisis. The attack may be accompanied by a threat of some sort against the person or organization claiming that there is a crisis.
The company may try to distance itself from the crisis. It may blame the crisis on someone else with an excuse, or it could compare the crisis to other crises to make it seem like the crisis isn’t that bad.
The company may try to obfuscate the situation by pointing out the areas where the company is actively doing good. It may also justify an action as vital for a goal that is of a higher level.
A company may also try to make itself out as the victim of the crisis rather than the agent who caused it.
In situations where the company is perceived to have a high level of responsibility, it may offer a full apology, it may offer compensation for those affected by the crisis, and it may ask for forgiveness. It may also make guarantees that the problem will never happen again.
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