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Crisis Communication
Communication Techniques Designed to Help
Communicate Effectively with Persons that are in
or are Experiencing a Crisis
What is a Crisis?
“People are in a state of crisis when they face an obstacle to important
life goals—and obstacle that is, for a time, insurmountable by the use of
customary methods of problem-solving.” (Caplan, 1961)
“…an upset in equilibrium at the failure of one’s traditional problem-
solving approach which results in disorganization, hopelessness,
sadness, confusion, and panic.” (Lillibridge and Klukken, 1978)
“…crisis is a perception or experience of an event or situation as an
intolerable difficulty that exceeds the person’s current resources and
coping mechanisms.” (James and Gilliland, 2001)
Crisis Communication shows how to
look creatively at conflict, offering
specific, powerful, and usable
strategies to resolve tense situations.
Individual Goal
To develop habit of mind that will guide you
to become a consciously competent communicator
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