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I've picked the topic panic versus denial as my secret of crisis communication. First it seemed to me a little bit controverse, that panic is not the problem in critical situations. If people are in panic they can't think rationally and are in danger of making wrong decicions which can lead to serious and life-threatening consequences.But on the opposite panic is usefull and also needed. If something bad happens, getting into panic is like a wake up call. It is a sign that we are aware of danger and that we don't lie to ourselves and don't ignore the given fact. Also if we are overreacting, it is better to do so too soon,than too late, because it's our natural mode of protection.Having this reaction be are able to cope with potential crisis or mid crisis and also with future crisis. The opponent of panic is denial.Denying people don't want to accept being afraid, ignore the danger and just don't act. They don't make anything worse but also don't have any chance to make something better.The Nieman foundation metiones 5 priciple bulwarks against denial. The first one it to legitimize fear.People should be entitled to be scared to reduce their risk to go into denial.That's why journalists shouldn't publish sentences like "You don't have to be afraid", which is a very destructive message in serious circ**stances. It is better to say instead "Of course, you're afraid, but we all are and me as well.But we can bear this all together".The second principle is the principle that people need things to do.If there are safety measures people can prepare they get the feeling that not everything is hopeless and that they can still do something.If people are busy they are better able to bear their fear.Connecting to that issue is the next principle which says that people also need more options to decide. If people get a menue of things they could do, they can pick the best possibility for them. They also feel stronger, more courageous and less denial, because they get the power to do something and to change their situation. The fourth principle is the principle of love. The power of love makes possible that we are much better able to bear fear on behalf of those we love than on our own behalf.For instance most parents would protect their children till death if it is needed.So they are strong for their children, to take their fears and to make them feel safe.The last principle is hate.This is the more controversial bulwark.But having somebody or something you hate gives a lot of motivation, strength and persistence to bear your fear and hang in there without falling into denial.
Concluding is to say that fear is a good thing and that it is senseless to say that everybody should take percautions but should not be afraid, because that would be controverse.I think that's an important secret journalists shouldn't forget in their crisis communication.