Knowing Your Audience
October 9, 2011
Knowing Your Audience
Communicating effectively in a time of crisis is crucial to informing every body of the incident and contributes to a successful outcome of an already stressful event. The Chilean copper mine collapse is a classic example of an incident requiring multiple levels of communication, particularly to the families of the miners and the company’s employees. To start with, developing the communication requires a consideration for the people in the audience and their respective roles as either family members or employees. Ensuring they understand the gravity of the situation and ...view middle of the document...
Addressing these topics in a confident, compassionate, and empathic manner during message delivery will ensure the families properly understand the true gravity of the incident. Furthermore, this type of communication will mitigate the anxiety the families feel and will provide an optimistic outlook on the situation.
In addition to the families concerns, the employees of the copper mine also will have specific needs in relation to the incident. Consequently, the immediate message the employees will require is in parallel to the information the families already have in their possession. However, the company’s employees also will require insight into the impact of the mines collapse and future operations. Concerns the message will need address center on the long-term effects such as latent safety concerns, post incident employment, future severance pay, and Chilean government’s financial assistance to the individual employees (Azul, 1998-2011). As with the families, conveying the message in a compassionate and empathic fashion will minimize the concerns of the employees. The distinct difference in the two messages is the slant in the later is toward a positive recovery for the company from the incident and future compensations for the company’s employees.
As a presenter of the communication, such as Chilean mine collapse incident, there are preparatory and post message delivery actions to accomplish to ensure effective communication. An initial preparatory action is to analyze the audience and attempt to understand their perspective. Additionally, assess the audience’s level of understanding and anticipate the information they will need to know prior to message delivery. Another piece of the preparatory action is to decide the goal of the communication. For example, the case of the...