How to Handle a Crisis Call
At Peak, we specialize in helping firms develop crisis communication plans. I recently read an article entitled “Why Your Receptionist Needs Media Training” and recognized the points that our media training sessions cover for front line personnel.
The article prompted me to reflect on my role as office manager. Here are my tips on how to handle urgent calls from the media effectively:
- Review your company’s communications plan regularly. A crisis can happen anytime so it’s important to be prepared.
- Callers rarely get a person on the line, so being friendly and helpful will be a welcome change.
- Know which staff member has been designated to take media calls in your organization. They may request that media calls always be put straight through to them, or prefer that you take a message so they have time to prepare.
- Without engaging the caller (because you are not the official spokesperson for your company), get as much accurate information as possible about why they are calling. Asking if they are on a deadline will help you determine the urgency of the call. Don’t make promises as to when the call will be returned but ensure the reporter that you will pass the message along right away.
