Issue link: http://www.wacmagazine.com/i/112086
Wellness By Rene A. Henry Tamela Thomas, Wellness Manager tamelat@wac.net 206.464.4639 Using words to reduce our stress O ne of the fundamental ways we connect with others is through communication. It can build or destroy relationships; put you at ease or on edge; it can tangle you in a web of deception or clear up a terrible misunderstanding. When we communicate poorly our stress levels rise. When publicly traded companies communicate poorly their stock price drops. Communication, when done well, can enhance our sense of wellbeing. When done ineffectively, it can be a clear source of individual or corporate stress. This month���s Wellness article addresses communication issues as they relate to crisis situations and customer service. Author Rene A. Henry offers advice for avoiding crises through communication and for communicating effectively when inevitable emergencies do arise. His insights should help you improve your own communication and, hopefully, enhance your personal and professional well-being. 24 | Washington Athletic Club Magazine | MARCH 2013 How communication can change your life Looking after your personal and professional well-being T he ability to guide others and ourselves through times of crisis represents a fundamental skill and a critical aspect of our overall wellness. None of us, after all, gets through life without facing challenges that test our limits. This is especially true for those in corporate leadership positions. Crisis communication offers an opportunity for leaders to establish their management skills and effectively navigate difficult situations. It also allows great leaders to deliver their organizations a culture of corporate wellness. For some people, negative feelings quickly surge to the forefront, affecting their communication, emotions and behavior. When we let these things get away from us, our perceived crises can become even worse, leading to stress, anxiety, frustration, and even rage. Regardless of your organization or institution, a variety of crises will likely arise at some point. Because of this, managers and corporate leaders should prepare themselves for the inevitable. By planning for the worst, you can communicate clearly and come through even the greatest challenges with a strong sense of personal and professional wellness. The following 10 guidelines should help: 1. Be prepared. Have a crisis plan and team in place. 2. Respond quickly. The first few minutes are critical. 3. Don���t say too much or too little. Give only the facts and no more. 4. Always tell the truth. Don���t speculate. 5. Accept responsibility. Be accountable. Admit mistakes. 6. Select an articulate, believable and media-trained spokesperson.