Take responsibility for your own communication in tough times
If you’re a leader involved in public-facing communication, you’ll know just how tough it is right now. Communities are polarised, views are entrenched and every unpopular decision sparks an instant storm of criticism.
I’m often asked, “How do we build trust when there’s so much hostility?” In fact, that question dominated the discussion after I recently gave a presentation to a group of women leaders in local government. It’s a sign of the times; when emotions are high and misinformation spreads fast, people are looking for leaders they can believe in.
The plain truth is there’s a lot you can’t control. You can’t stop outrage from erupting online, nor can you change how others feel about a decision.
What you can control is how you show up. The energy you bring and the way you communicate have a profound impact on others, even if it’s not immediately obvious.
Rebuilding trust starts one conversation at a time. Every interaction is a chance to demonstrate clarity, composure and credibility.
Whenever you communicate, keep these three principles front of mind:
Be clear. Avoid complicated language that clouds your message. People are overwhelmed and won’t work hard to decode what you’re trying to say. Make it easy for them to understand.
Give certainty, even a little. If you can, say what you expect to happen next. Shine a light on the next micro-step of their journey.
Practice connection over perfection. Don’t wait until you have every answer before you speak. That time may never come. Say what you know and be honest about what you don’t.
When hostility is everywhere, it’s even more important to be genuine, steady and responsible in the way you communicate. The way you show up today may well be what restores someone’s faith in leadership tomorrow.
