A Tale of Two Delays : What is Good Communication?
Effective Communication In A Crisis
火车......
Once upon a time in the not too distant past, I took a train from Kings Cross to Cambridge. About 30 minutes into the journey there was a very loud clunking sound, followed by a hiss and then we ground to a halt (half in and half out of a tunnel).
相当迅速，导体让鼓风机说，这是明显的事情发生了，他会发现什么。
From then on, he was a master of communication and customer care.
他究竟告诉了我们发生了什么，他经历了所有教练，以确保我们听到他的信息，并了解是否有人需要移动车厢。
About every 15 minutes he would update us during the entire two hours we sat there, including telling us that he had no new information.
The two hours didn’t seem onerous at all (though I did think of all the poor people waiting at Kings Cross, all of whom will have been delayed because we were stuck), because of this man’s exceptional calm, communication and care.
飞机......
对比。
曾经更近一段时间，我计划从卡拉马塔机场飞回伦敦。
搭便车 - 睫毛（Zorba）绑在南部伯罗奔尼撒中，这让我非常持怀疑态度，以至于我们会下车。
当我开车到机场被大风风和雨水冲击，我想，“这是他们告诉你不要在这里出门的那种天气我正在开车。”
航空公司的网站仍然保持说飞行将发生，虽然略有延误。我们到达那里，检查，然后我们等待。
并等待。并等待。在我们应该离开后大约一个小时，朋友们开始响声说我们的飞机已经尝试了三次降落并且失败了，并且它被转移到雅典。
然而，该网站仍然继续通知我们所有正在看待这一班飞行的人才略有延迟。
沉默来自航空公司
和在出发大厅？沉默航空公司。不仅沉默，而且不是一家航空公司代表与之交谈。
起初，每个人都非常出色 - 我们都没有人真正相信天气在可预见的未来会清楚地清楚 - 因此，正如往往以某种形式的逆境，陌生人正在聊天陌生人。
However, as the day wore on and the silence continued, the good spirits turned to restlessness, and restlessness to minor grumbling.
I won’t go into the endless detail of the 26 hours it took to get home; this involved a lot of waiting, a three-hour coach journey, more waiting and still mostly silence. When we finally boarded the plane in Athens, 14 hours after we were due to leave Kalamata, the captain tried to placate us all with some explanation, but by then most of us were so exhausted, his apologies fell on deaf ears.
You can’t apologise for the weather. And of course, a two-hour delay can’t compare with a 14 hour one. What you can compare, however, was the way we were communicated to in each instance.
良好的沟通......
在“管理培训”的业务中，这两种情况让我想起了贫穷的管理看起来像伟大的管理，它都与沟通有关。人们不喜欢不知道。
他们知道的越少，他们猜测发生了什么，然后他们弥补了他们的成就，他们越讨厌。八卦喂食八卦，它会产生不良情绪，更重要的是不信任。
人们拥有的信息越多，他们觉得更加放心。即使这是'坏'的新闻，它也比没有新闻更好。
No news makes people feel grumpy and frustrated. Then they begin to act like children because they are being treated like them, with the ‘grown-ups’ doling out the information they think is appropriate.
It’s all right to tell people the truth. You don’t have to protect them. If there’s sensitive information that can’t be made public yet, then tell them that, rather than not saying anything at all.
Something else I’ve noticed over the years is that once ‘management’ do tell their staff what’s going on, it’s usually not as drastic or doom-laden as that which has been made up.
但是，因为人们一直坐在所有这些引起的这些情绪上都是可能发生的事情，甚至得到了“在所有”新闻中的消息并不是那么糟糕，这不会消除经常变得更糟的不信任。
When in doubt, think trains. If your communication style is anything like that brilliant conductor’s, you’ll be a dream manager.
jo Ellen Grzyb，Impect，Impact bob综合appFactory导演
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