Vous êtes confronté à une crise avec des parties prenantes diverses. Comment pouvez-vous gagner leur confiance en période de turbulences ?

Being previously assigned to another agency as a liaison officer, I cannot emphasise enough the importance of building rapport with your new emergency management colleagues. The best way I achieved this was to immerse myself in their ecosystem: learn their systems structures and C2, attend their training, meet with their operators and strategists, discuss any friction points observed, and most importantly - be humble in receiving criticism, but also be upfront and constructive in giving it. It builds mutual respect, understanding and demonstrates a willingness to pursue common goals.

As a global emergency management expert and member of UNDRR, I firmly believe that fostering strong relationships with stakeholders before a crisis hit is paramount. Cultivating mutual respect and understanding paves the way for trust when it's needed most. Regular engagement, beyond transactional interactions, demonstrates genuine interest in their concerns. This proactive approach builds goodwill, invaluable during high-pressure situations where stakeholders need to believe in your leadership and follow your guidance.

I cannot stress enough the importance of clear communication in crisis situations. Messages must be concise, consistent, relevant, real-time data drives, and free of jargon to ensure understanding and avoid alienating stakeholders. Transparency is key: be upfront about what you know, what you don't know, and the steps being taken to address uncertainties. Regular updates help combat misinformation and rumours. Equally vital is active listening to stakeholders; feeling heard and understood means that they are included in the decision making. It fosters trust during uncertain times.

Empathy is crucial in earning stakeholder trust. Trust building in emergency management prior and during in disaster is key to desired results. Acknowledge their fears and frustrations, demonstrating understanding of the crisis's impact on them. While you may not have all the answers, genuine human connection is vital. Show that their well-being matters to you. When stakeholders feel truly cared for, they're more likely to trust your intentions and decisions, even amidst uncertainty.

Know who your stakeholders are, communicate regularly and tell the truth! At the end of the event you might have a better relationship than before it occurred.