Communicating to Suffering People When There Isn't an Obvious Solution
Scott T. Jackson talks about a leader's response to mass-murder crisis
A life truth: There are going to times when we learn that there isn’t a way to give suffering people what they want and need the most. Communicating this, if one operates with deep compassion, is challenging.
Associated Press: The residents of Lewiston, Maine are embarking on a path to healing after a man suspected of killing 18 people earlier this week was found dead
“To see people hurt — that’s always hard for me,” said the Rev. Daniel Greenleaf of the Basilica of Saints Peter and Paul in Lewiston. “As much as I want to, I can’t fix this."
This was said by Greenleaf in response to parishioners who had been “sharing stories about people killed in the shootings and also looking to help each other in the aftermath of the tragedy,” the AP reported.
His statement was a powerful one.
“Effective leadership during a crisis requires the ability to communicate with compassion and authenticity. The statement made by the reverend exemplifies empathy, which is a crucial element of crisis communication,” says Scott T. Jackson, a career expert and public speaker, specializing in leadership, management and motivation. “It is vital to convey genuine concern for the pain and suffering of those affected, while acknowledging that immediate solutions may not be possible.”
Words are always important and often meaningful yet alone, they are insufficient.
“When leaders face situations they cannot solve, it is essential to provide support to those affected,” Jackson says. “This requires practicality and hope.”
A vision and plan can and should be communicated. “Leaders should assure people that there is a path forward, even if it may be long and challenging,” Jackson says.
He elaborates about how this can best accomplished.
“It is our duty to guide people towards available resources and support systems. Whether it is counseling services, community organizations or law enforcement, it is crucial to ensure that people know where to seek help,” Jackson advises. “This is a critical aspect of leadership during a crisis.”
Once a clear, public admission of leadership limitation to do what is most wanted and needed has been expressed and that person or organization has a continuing responsibility to interact, serve and help people, the question is, what then?
“Promote unity and solidarity within the community,” Jackson asserts. “Let people know that they are not alone. Emphasize the strength that comes from coming together to heal and recover.”
This likely will be respected and act as a bridge for successfully responding in crisis.
“Being present, understanding their needs and helping them rebuild their lives and hope for a better future are all crucial aspects of this leadership,” Jackson says. “Effective leadership in such situations requires a continuous commitment to the well-being of the community and a genuine desire to help them heal and recover.”
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