Interpersonal communication

• Express empathy and compassion for the victims and their loved ones who are
• affected by a crisis
• Acknowledge feelings
• Acknowledge criticism without becoming defensive
• Handle hostility, fear, and anger.

Presentation skills

• Know how to analyze the audience
• Model calm confidence and a positive attitude
• Know how to deliver bad news
• Stress key information
• Effectively and smoothly use visual aids such as Microsoft PowerPoint or Prezi
• Establish credibility
• Give clear instructions.

Interview skills

• Effectively answer media questions
• Avoid answering some questions; do it graciously
• Set limits when too much is being requested
• Practice listening skills
• Practice clarifying, paraphrasing, and acknowledging
• Practice handling press conferences, television, radio, and print media interviews.

Online and social media skills

• Develop familiarity with Twitter, Facebook, and YouTube as communication tools
• Identify appropriate RSS Feeds for emergency preparedness
• Compose e-mail alerts.

 
 So, what really makes a good spokesperson? Here is a free, downloadable checklist of characteristics that will help you select the best representative during a crisis.

TO GAIN A PRACTICAL UNDERSTANDING OF CRISIS COMMUNICATIONS AND COMMUNITY ENGAGEMENT, PARTICIPATE IN ICMA'S NEW ONLINE CERTIFICATE PROGRAM, LOCAL GOVERNMENT 201.