How to Communicate During Times of Crisis. (Professionals at Work).

As we all struggle to return some sense of normalcy to our lives after the September 11, 2001 World Trade Center attacks, the nation as a whole yearns for leadership so its people can find strength. Instinctively, we look to our President to bring us words that unite and comfort us, and to attain a sense of direction and purpose.

This same yearning for leadership holds true in the business environment. Employees will seek guidance from company leaders as to how business will continue and ways to cope with the tragedy. It is important to note that during times of crisis, company executives are not the only leaders. Anyone, from a receptionist to a sales person to the head of marketing, can be a leader and assist his or her fellow workers in times of need.

No matter how you view yourself or what organizational position you hold, you have leadership qualities that come to the surface during times of crisis. While it is true that many presidents of multi-million dollar companies inspire employees through their words and actions, anyone can take simple steps to show others a calm sense of confidence that is essential to courageous leadership.

Today more than ever, there is a tremendous need for leaders within the business world to step forward. People are looking to you for stability, reassurance, confidence and a sense of control over their own lives. Whether you're an employee or supervisor, below are ways you can offer hope for the future to those in your organization.

* Communicate honestly and to the best of your ability.

America's sense of security and safety has been breached. People are fearful of conducting their normal activities, and their first inclination may be to stay home and hide. Even if they are located hundreds or thousands of miles away from the attack site, they will still have a foreboding sense of uneasiness, and they will seek reassurance from anyone willing to give it. Therefore, they will want answers to some pressing questions. As a leader, it will be up to you to respond as honestly as possible.

Some questions to anticipate are: "Am I safe?" "Is my job in jeopardy?" and "What will happen to me and my family?" Being direct and truthful about any question will build your credibility and enhance your leadership status. If you don't know the answer to a particular question, say so. Even though the question remains unanswered, the asker will appreciate your empathy and honesty.