Speaking Worksheet
Crisis Communication
Speaking Practice
1
Discussion
Discuss the questions. Ask follow-up questions and push for examples, evidence, and qualification.
- What should an organisation say when it does not yet know exactly what went wrong?
- Is it better to communicate quickly and imperfectly, or slowly and accurately?
- How can leaders apologise without creating legal or reputational risk?
- What makes public communication sound trustworthy during a crisis?
- How should organisations deal with rumours spreading online?
2
Collaborative task
Prepare a crisis communication plan for a company after a serious service failure.
- first statement
- updates
- apology
- customer support
I would argue that...A more nuanced view is...The main trade-off is...That depends on whether...I see your point, but...The long-term consequence might be...
3
Report and challenge
Give a one-minute press statement. Partners ask difficult follow-up questions from journalists.