IIM Lucknow Introduces Effective Crisis Communication Techniques through Leaders' Knowledge Systems; Check Details Here

| Updated On - May 29, 2024

IIM Lucknow along with international scholars researched effective communication strategies for leaders during crises, especially highlighted by the COVID-19 crisis.

IIM Lucknow Introduces Effective Crisis Communication Strategies

New Delhi: Anjali Bansal, Assistant Professor of Human Resource Management at IIM Lucknow, along with international scholars, has researched effective communication strategies for leaders during crises with varying levels of uncertainty. This study is particularly relevant following the COVID-19 crisis, highlighting the importance of strong internal communication. The research offers a framework for senior leaders to tailor their communication strategies based on crisis uncertainty, showing that perceived uncertainty impacts leaders' mental and emotional stress, affecting their behavior and responses.

The study involved interviews with 21 C-suite executives and explored how leaders can manage knowledge and communication to restore and balance disrupted systems. Professor Anjali Bansal also emphasized the importance of effective communication planning and compassionate communication, which can help employees cope with survivor’s guilt and promote unity and collaboration during crises.

What is the Study All About?

The study developed a comprehensive framework to guide senior leaders in tailoring their communication strategies based on the level of crisis uncertainty. It revealed that perceived uncertainty differently affects leaders, influencing their mental and emotional stress levels, which in turn impacts their behavior and psychological responses during a crisis.

The collaborative research examined how leaders can manage knowledge and communication to restore and balance disrupted operational and relational systems. Through interviews with 21 C-suite executives, including CEOs, CMOs, CFOs, CHROs, and founders, the study provided practical insights into crisis management.

Discussing the research findings, Professor Anjali Bansal emphasized, "Effective communication planning, especially in high uncertainty scenarios, is crucial for leaders. Knowledge systems—comprising processes, tools, and resources for creating, storing, and sharing knowledge—assist leaders in preparing for crisis communication. Compassionate communication can help employees cope with survivor’s guilt, significantly affecting their well-being post-crisis."

What are the Findings of IIM Lucknow Innovative Crisis Communication Strategies?

The findings of this study indicate that compassionate communication aids employees in overcoming the negative effects of survivor’s guilt, a significant challenge to their mental and psychological well-being. Effective crisis communication also fosters unity among employees, promoting collaborative efforts to alleviate the impact of crises.

Frequently Asked Questions

Ques. How does perceived uncertainty specifically influence leaders' decision-making during a crisis?

Ans. Perceived uncertainty affects leaders' mental and emotional stress, which can impact their decision-making by influencing their behavior and psychological responses, potentially leading to more cautious, reactive, or inconsistent decisions.

Ques. What are some practical steps leaders can take to implement compassionate communication during a crisis?

Ans. Leaders can implement compassionate communication by actively listening to employees, acknowledging their fears and concerns, providing clear and empathetic messages, ensuring transparency, and offering support resources to help employees cope with stress and survivor’s guilt.

Ques. What are some long-term benefits of managing knowledge and communication effectively during crises?

Ans. Long-term benefits include improved organizational resilience, stronger relationships between leaders and employees, enhanced trust and morale, better preparedness for future crises, and a sustained culture of open and effective communication.

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