Affirmations First, Then Explanations
Affirmations work better than explanations in crisis situations. Affected audiences want to hear that you have fixed the problem, not necessarily how.
“People want reassurance you are on top of the problem. That requires declarative language, not jargon.”
For knowledgeable people, this can be a challenge. Their instinct is to explain the cause of the problem and explain the solution. Those details are important, but in a real-time environment they serve best as secondary messages, not primary ones. People want reassurance you are on top of the problem. That requires declarative language, not jargon.
For example: “We deeply regret the incident, but we are fixing it and will take steps to prevent it from ever happening again. We also will make things right with those who have been impacted.”
Simple words, but a powerful message that conveys the key elements of an effective crisis response – remorse, resolve, reform and restitution. Just as important, it qualifies as a sound bite with a chance to be seen on TV, heard on radio or viewed in a newspaper or online.
Following a strong, assertive statement, you can fill in the details – in priority order. In some crises, the priority is to make things right with those affected, such as airline passengers stranded on a runway for hours. In other cases, the priority may be on describing the fix.
The same rule applies to details – use direct, plainspoken language. If you are describing safe drinking water from the Willamette River, paint a picture of what happens. “We know how to treat water to make it safe to drink. We test water from any source coming into the treatment plant so we know what we have to treat. Then we test the water before it leaves the treatment plant to make sure we made it safe to drink.”
That may seem sparse to technical ears, but it is train of events that average people can grasp. And it mentions “safe to drink” – a bottomline message – twice in just 50 words.
The point of an interview is to get your point across to viewers or readers. Like any interaction, you have to be mindful of what audience will tolerate and be willing to absorb. In a crisis, people want to hear some empathy and hear about some action. The English language contains a lot of words. For this purpose, simpler ones are most appropriate.
If you want to be understood, skip the explain and stick with the affirmation.