{"id":912,"date":"2015-08-12T10:54:41","date_gmt":"2015-08-12T09:54:41","guid":{"rendered":"https:\/\/socialsimulator.com\/?p=912"},"modified":"2015-08-12T10:54:41","modified_gmt":"2015-08-12T09:54:41","slug":"keeping-it-real-being-flexible-and-responsive-under-pressure","status":"publish","type":"post","link":"https:\/\/helpfuldigital.com\/fr\/keeping-it-real-being-flexible-and-responsive-under-pressure\/","title":{"rendered":"Keeping it real: Being flexible and responsive under pressure"},"content":{"rendered":"

Imagine being faced with hundreds of different voices and personalities online, all complaining about your product or service. You can\u2019t see these people, only what they write or film.<\/span><\/p>\n

They\u2019re unaccountable and uncaring and, as far as they are concerned, you are just a faceless organisation.<\/span><\/p>\n

This is just a social media crisis exercise: more intimidating than you would have believed.<\/span><\/p>\n

When it comes to testing people\u2019s readiness for crisis online, I see two sorts of reaction to fear. One reaction is \u2018Let\u2019s go! Bring it on\u2019 and a strange comfort in learning from mistakes made in a controlled, private environment.<\/span><\/p>\n

The other reaction I observe is an uncertain disbelief of the facts and circumstances played out in the scenario. This reaction usually appears quite early on, and is obvious through classic signs of low confidence: crossed arms, drilling down into facts or challenging the overall premise of the exercise.<\/span><\/p>\n

\u2018It wouldn\u2019t happen like that.\u2019<\/span><\/p>\n

I\u2019ve sat enough times on the wrong side of a real crisis to know that there can be no such thing as \u2018this is how <\/span>it would<\/span><\/i> happen\u2019. When we prepare a scenario, it\u2019s deliberately challenging and flexible, in order to test the abilities of individuals and their team.<\/span><\/p>\n

Uncertainty and enthusiasm are normal reactions to encounter in a crisis room, all at the same time. In fact, uncertainty is as much a part of the brain\u2019s activity as excitement (uncertainty is triggered by a part of the brain called the <\/span>anterior cingulate<\/span><\/a>, in case you\u2019re interested).<\/span><\/p>\n

When I have turned from poacher to gamekeeper for a crisis exercise, with a resulting loss of confidence, the experience has left me pretty uncertain for the first few minutes.<\/span><\/p>\n

The purpose of a crisis exercise is to understand how people react, so this is fine. <\/span><\/p>\n

An exercise also tests established process and skills. But your reaction to a crisis shouldn\u2019t be limited by established processes or your own uncertainty. After all, it is people, not processes that manage crises.<\/span><\/p>\n

If you start to think \u2018it wouldn\u2019t happen like that\u2019, remember why you\u2019re taking part and suspend your disbelief. Crises don\u2019t happen a certain way, and you need to be flexible in your response.<\/span><\/p>\n

    \n
  1. Pause for 20 seconds<\/span><\/li>\n
  2. Then make a list of the things that need to be delivered, or understood, in order to respond…<\/span><\/li>\n
  3. …and another list of the things that could be done, to help turn the situation around<\/span><\/li>\n<\/ol>\n

    You\u2019ll learn much more about yourself, your team and your readiness for crisis this way, than speculating on the likelihood of any number of eventualities.<\/span><\/p>\n

    \"Woman<\/a>
    Suspend your disbelief, and learn more quickly<\/figcaption><\/figure>\n

     <\/p>\n

    photo credit: Mona’s NYC<\/a> via photopin<\/a> (license)<\/a><\/p>","protected":false},"excerpt":{"rendered":"

    Imagine being faced with hundreds of different voices and personalities online, all complaining about your product or service. You can\u2019t see these people, only what they write or film. They\u2019re unaccountable and uncaring and, as far as they are concerned, you are just a faceless organisation. This is just a social media crisis exercise: more […]<\/p>","protected":false},"author":4,"featured_media":913,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[11],"tags":[303,283],"class_list":["post-912","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-crisis-response","tag-good-practice"],"acf":[],"yoast_head":"\nHelpful Digital - Keeping it real: Being flexible and responsive under pressure<\/title>\n<meta name=\"description\" content=\"Crisis simulation exercises need you to be ready for anything, which includes learning something new\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/helpfuldigital.com\/fr\/keeping-it-real-being-flexible-and-responsive-under-pressure\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Helpful Digital - 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