IIM Lucknow Introduces Innovative Crisis Communication Strategies via Leaders’ Knowledge Systems

IIM Lucknow, along with international scholars, has provided insights on effective crisis communication strategies for leaders. Check details here 

Prof. Anjali Bansal of the Indian Institute of Management Lucknow, along with international scholars, has provided valuable insights into effective communication strategies for leaders during crises of varying uncertainty. This research is especially pertinent in light of the COVID-19 crisis, which highlighted the critical importance of strong internal communication.

The research presented a comprehensive framework to guide top leaders in tailoring their communication strategies based on the level of crisis uncertainty. It showed that perceived uncertainty affects leaders differently, influencing both their mental and emotional stress. This, in turn, impacts how they behave and respond psychologically during a crisis.

The inter-institutional study examined how leaders can manage knowledge and communication to restore and balance operational and relational systems disrupted by crises. Through interviews with 21 C-suite leaders—including Chief Executive Officers (CEOs), Chief Marketing Officers (CMOs), Chief Financial Officers (CFOs), Chief Human Resources Officers (CHROs), and founders—the research provided real-world perspectives on crisis management.

Speaking about the research findings, Prof. Anjali Bansal, Assistant Professor of Human Resource Management at IIM Lucknow, said, "Effective communication planning, particularly in high uncertainty scenarios, is vital for leaders. Knowledge systems – the processes, tools, and resources for creating, storing, and sharing knowledge – help leaders in preparing for crisis communication. Displaying compassion in communication can help employees cope with survivor’s guilt, which significantly impacts their well-being post-crisis."

The findings suggest that compassionate communication helps employees overcome the negative effects of survivor’s guilt, a major challenge to their mental and psychological well-being. Effective crisis communication also promotes unity among employees, encouraging collaborative efforts to mitigate the impact of crises.

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