1. Disaster Communications Ministry of Agriculture and Rural Development 1

2. Disaster Communications 2 Course Objectives – Describe the basic communication process. – Appreciate the value of empathic listening and effective feedback. – Understand how emergency communications differ from daily communication and how to be most effective under emergency circumstances. – Understand how emergency communications differ from pre-disaster risk communication.

3. Disaster Communications 3 Course Objectives – Assess the multicultural communication needs of your audience and adjust your verbal and nonverbal message accordingly. – Tailor your message to your audience. – Consider technology as a communication tool. – Use non-verbal communication to enhance your message and accurately read the nonverbal cues of your listener. – Prepare an effective oral presentation.

4. Disaster Communications Ministry of Agriculture and Rural Development 4 Module 1 Introduction to Disaster Communications

5. Disaster Communications 5 Module Objectives – Conceptualize the main training topics covered in this course. – Relate the main topics of disaster communications to your job and community. Module 1 Introduction

6. Disaster Communications 6 Effective Communications – Disaster managers must be skilled communicators – Disaster communications can make the difference between life and death for those at risk – Effective communication during a disaster reassures those at risk that their government is working on their behalf – Effective communication is greatly supported by relationships that have been built before the disaster Module 1 Introduction

7. Disaster Communications 7 Various Groups Respond Differently – The audience receiving communications is comprised of subgroups with different characteristics – These characteristics affect the way different groups might respond to an identical message – Response during an emergency may differ from response during a non-emergency Module 1 Introduction

8. Disaster Communications 8 Characteristics of groups that may affect their response to a message – Lifestyle – Education – Native language – Culture – Lifestyle (rural, urban) – Gender Module 1 Introduction

9. Disaster Communications 9 Considerations when preparing a message – Amount of preparation time available – Topic – Your role – Purpose – Desired response Module 1 Introduction

10. Disaster Communications 10 Considerations when preparing a message –Increase awareness of and sensitivity to differences between people and the way they communicate –Customize your message Module 1 Introduction

11. 11 Personal Application

12. Disaster Communications Ministry of Agriculture and Rural Development 12 Module 2 Basic Communication Skills

13. Disaster Communications 13 Objectives – Define “communication” and apply that definition to various forms of communication. – Describe why effective communication is important to disaster management. – Understand different communication styles and how they affect interaction. Module 2 Basic Communication Skills

14. Disaster Communications 14 Components of Communication – Sending and receiving are the basic acts of communication – There are four components: The message source The message content The delivery channel The audience Module 2 Basic Communication Skills

15. Disaster Communications 15 Components of Communication (continued) –Scope of this course Intentionally directed content Specific, intended audiences – Factors of successful communication Selecting a message source, content, and delivery channel that is appropriate for the message goal and the target audience Module 2 Basic Communication Skills

16. Disaster Communications 16 Components of Communication (continued) –Practices to increase effectiveness Increase your understanding of attitudes, beliefs, values, communication patterns and rules prior to the emergency Increase your understanding of the mechanics of communication Module 2 Basic Communication Skills

17. Disaster Communications 17 Components of Communication (continued) –Four critical steps that your audience must complete to receive a message Hear Understand Believe Personalize Module 2 Basic Communication Skills

18. Disaster Communications 18 Communication is a two-way process – The sender sends a message – The receiver gets the message and personalizes it – The receiver sends feedback, becoming a sender – The original sender now becomes a receiver and reacts to the feedback – A new communication sequence can be initiated Module 2 Basic Communication Skills

19. Disaster Communications 19 Communication is a two-way process (continued) – Although disaster managers must use various channels of communication, not only face-to-face, the send/receive model still applies – Some channels of communication may not allow you to receive the feedback instantaneously – for example, a radio broadcast may elicit feedback at the next community meeting – An effective communicator actively seeks feedback – Listening behaviors and skills are essential Module 2 Basic Communication Skills

20. Disaster Communications 20 Hearing vs. Listening –Hearing is a sensory experience –Listening is a voluntary activity; it includes interpreting and applying empathy Module 2 Basic Communication Skills

21. Disaster Communications 21 Active Listening 1.Decide to listen; concentrate on the speaker 2.Enter the speaker’s situation 3.Observe the speaker’s vocal inflection, level of enthusiasm, style of delivery, facial expressions and other non-verbal cues 4.Listen without interrupting 5.Confirm what you have heard 6.Provide feedback to the speaker Module 2 Basic Communication Skills

22. Disaster Communications 22 Roadblocks to Effective Listening –External roadblocks include distractions (noise), environment (too hot, too cold, uncomfortable seating). –Internal roadblocks include emotional interference, defensiveness, automatic dismissal, resistance to change, stereotyping, etc. Module 2 Basic Communication Skills

23. Disaster Communications 23 Tips for Active Listening –Adjust your body posture –Give verbal or nonverbal acknowledgement –Avoid distracting behavior Module 2 Basic Communication Skills

24. Disaster Communications 24 Communication Variables –Differences between the Sender and Receiver –Differences in communication styles –Differences in previous experience Module 2 Basic Communication Skills

25. Disaster Communications 25 Differences between the Sender and Receiver –Attitudes –Information level –Communication skills –Social systems –Sensory channel –Cultural differences Module 2 Basic Communication Skills

26. Disaster Communications 26 Differences in Communication Style –Differences in communication style often create an extra challenge. –Behavior patterns form our personal communication styles. These patterns can be productive, nonproductive, or even counterproductive, and the interplay of these styles affects the effectiveness of communications. Module 2 Basic Communication Skills

27. Disaster Communications 27 Differences in Previous Experiences –Differences in previous experiences create a filter through which each of us ‘hear’ the world. Inference, judgment, and generalization can become as significant as facts. Module 2 Basic Communication Skills

28. 28 Group Activity

29. 29 Personal Application

30. 30 Learning Check

31. Disaster Communications Ministry of Agriculture and Rural Development 31 Module 3 Communicating in an Emergency

32. Disaster Communications 32 Objectives – Describe how day-to-day communication differs from emergency communication. – Select the most appropriate form of communication for a given situation. Module 3 Communicating in an Emergency

33. Disaster Communications 33 Introduction – During a disaster, people depend on information for physical and emotional comfort. To be effective, emergency communications must be timely, accurate and clearly stated. Module 3 Communicating in an Emergency

34. Disaster Communications 34 Characteristics of Emergency Communications – Emergency information is important – Effective emergency communications follow certain principles – Timeliness is essential – Emergency messages require a response – There are barriers to communication Module 3 Communicating in an Emergency

35. Disaster Communications 35 Emergency information is important – It can mean the difference between life or death for those at risk – It provides reassurance that response and recovery are underway Module 3 Communicating in an Emergency

36. Disaster Communications 36 Principles for Effective Emergency Communications – Involve formal and informal leaders/stakeholders that can help you reach the target audience – Customize the message content and the channel to match the intended receivers – Create ownership of the message by communities at risk Module 3 Communicating in an Emergency

37. Disaster Communications 37 Timeliness is Essential – Avoid rumor and speculation by making official information readily available – Prepare in advance by knowing the protocol and deadlines for various media channels – Have established relationships with media personnel Module 3 Communicating in an Emergency

38. Disaster Communications 38 Emergency Messages Require Response –Emergency communications differ from other kinds of messages because their purpose is often to elicit a specific response from the public rather than merely raise awareness or provide knowledge, as might be the case in other phases of disaster management. Barriers to Communication –It is more difficult for people to hear messages during a disaster. Stress, change of routine, and lack of sleep all can be hurdles to. Module 3 Communicating in an Emergency

39. Disaster Communications 39 Partner to Ensure That All Messages are Consistent – All messages sent through all channels of communication should “speak with one voice” – Partners to consider include: Disaster management officials Health officials Local, provincial, and central officials from other sectors NGO’s and the media Module 3 Communicating in an Emergency

40. Disaster Communications 40 Communication Tips –Ensure your message is clear! Present information in sequence; include purpose, supporting documentation and a conclusion Be concise and avoid jargon, codes and acronyms Use common names for personnel and facilities Omit unnecessary details Synchronize message with other related authorities and be consistent across mediums Module 3 Communicating in an Emergency

41. 41 Group Activity

42. Disaster Communications 42 Types of Communication – Oral Communication – Print Communication – Electronic Communication Module 3 Communicating in an Emergency

43. Disaster Communications 43 Oral Communication is fluid and dynamic, shaped by speaker and audience, and enhanced by nonverbal cues. Examples: – Individual briefings – Phone conversations – Public speeches – On-air interviews – On-site press gatherings – Public Service Announcements Module 3 Communicating in an Emergency

44. Disaster Communications 44 Print Communication is static, can be passed on intact, and exists independent of human memory. Examples include: – Facsimile transmissions – E-mail – Public notices, fact sheets or flyers – Billboards and posters – Press Releases or feature articles – Internet postings Module 3 Communicating in an Emergency

45. Disaster Communications 45 Appendix A: Sample Print Communications – Press Release – Incident Fact Sheet – Information Sheet – Checklist Module 3 Communicating in an Emergency

46. Disaster Communications 46 Electronic Communication is used to rapidly reach the widest audience. Examples include: – Television and radio – Internet sites – News stories – Twitter, Facebook and other social networking sites – Text or SMS messaging Module 3 Communicating in an Emergency

47. Disaster Communications 47 Choosing the Most Effective Communication Channel: – Reach the identified target audience – Deliver the message when needed, as long as it is needed – Deliver the message reliably – Enhance comprehension of content – Accessible within resource limitations Module 3 Communicating in an Emergency

48. 48 Group Activity

49. 49 Learning Check

50. Disaster Communications Ministry of Agriculture and Rural Development 50 Module 4 Identifying Community-specific Communication Issues

51. Disaster Communications 51 Objectives – Identify potential verbal and nonverbal communication issues related to age, culture, language or disability. – Identify groups in your community that require special consideration when you are preparing and delivering emergency communication. – Develop a strategy to effectively meet the special communication needs in the community. Module 4 Identifying Community-specific Communication Issues

52. Disaster Communications 52 Introduction – You have learned basic communication skills and how communicating in an emergency is different from other communicating. – Have you considered that some people in your community may have specific communication needs that may require you to change the way you communicate with them in an emergency? – Lets look at why traditional messages do not always work with all audiences or with special-needs groups. Module 4 Identifying Community-specific Communication Issues

53. 53 Group Activity

54. Disaster Communications 54 Developing a Strategy to Meet Special Communication Needs – Attend cultural events – Speak with leaders of the subgroups in your community – Read news articles to gain more insight – Be sensitive to “puzzled” looks and changes in non-verbal cues that might indicate your message is not being received Module 4 Identifying Community-specific Communication Issues

55. Disaster Communications 55 Improving Communication with the Community –It is critical that you take into account cultural differences when addressing communications across cultures or to those with special needs. Don’t assume sameness Don’t assume that you understand what the other person means Don’t inadvertently cause the behavior Module 4 Identifying Community-specific Communication Issues

56. 56 Personal Application

57. 57 Learning Check

58. Disaster Communications Ministry of Agriculture and Rural Development 58 Module 5 Technology as a Communications Tool

59. Disaster Communications 59 Objectives – Determine how and when technology can assist you with communications. – Identify appropriate and inappropriate uses of e- mail, the internet, and other technologies. – Select the best mix of high- and low-tech media. Module 5 Technology as a Communications Tool

60. Disaster Communications 60 Technology as a tool – Selecting the best technology to support your message maximizes its impact – Changing the technology used is rarely the solution to a communications problem – There is no correlation between the complexity of the technology and the effectiveness of the communication Module 5 Technology as a Communications Tool

61. Disaster Communications 61 Technologies That Can Support Communication – Telephone – Telecommunications Device for the Deaf – Emergency Radios – Fax – E-mail – Microphones and Overhead Projection Equipment – Public Address System Module 5 Technology as a Communications Tool

62. Disaster Communications 62 Considerations When Choosing Technology to Support Communication –Sensitivity of information/privacy –Concentrated or disbursed audience –Simple or complex information –Need to disseminate information quickly –Need for documentation (suggesting printed materials or the ability to receive a confirmation) –Amount of time information needs to be available –How quickly or often the information will need to be updated Module 5 Technology as a Communications Tool

63. Disaster Communications 63 Considerations When Choosing Technology to Support Communication (continued) –How the audience is equipped –Status of communications infrastructure (i.e., has there been a service interruption) –Possibility of combining technologies (high and low tech) to meet the requirements of the situation and the needs of the audience Module 5 Technology as a Communications Tool

64. 64 Group Activity

65. 65 Case Study

66. 66 Personal Application

67. 67 Learning Check

68. Disaster Communications Ministry of Agriculture and Rural Development 68 Module 6 Effective Oral Communication

69. Disaster Communications 69 Objectives – Determine the appropriate type of oral communication for the message and audience. – Analyze your nonverbal cues to determine if they may interfere with your message and how. – Use nonverbal cues displayed by an audience to improve the effectiveness of your communication. – Recognize appropriate and inappropriate uses of humor in oral communication. Module 6 Effective Oral Communication

70. Disaster Communications 70 Matching the Type of Communication to Message and Audience –Types of Oral Communication One-on-one conversations Small group discussions Public presentations Media interviews Module 6 Effective Oral Communication

71. Disaster Communications 71 Matching the Type of Communication to Message and Audience (continued) –Considerations when matching the type of communication to the message and audience Whether information is personal or private Whether it is important to foster collaboration and to get input/feedback from participants Whether recipients will have many questions The need to communicate a standard message to a massive audience The need to control the message Module 6 Effective Oral Communication

72. 72 Group Activity

73. Disaster Communications 73 Oral Communications with Mass Media – Establish credible and productive working relationships with representatives of the media – Recognize that the audience is the general public not the media representative; craft your message accordingly – Recognize that media representatives or their organizations can distort your message through error, incomplete context, or emphasis on non- essential facts Module 6 Effective Oral Communication

74. Disaster Communications 74 Oral Communications with Mass Media (continued) –Minimizing misunderstandings Work actively to keep the media informed Keep up-to-date contact lists for media representatives Be aware of media deadlines Respond to media inquiries promptly Be respectful and tactful, even if you are asked questions that make you uncomfortable Be honest about what you know, and offer to seek answers for what you do not know Module 6 Effective Oral Communication

75. Disaster Communications 75 Nonverbal Cues – More than half of face-to-face communication is expressed through nonverbal cues – It is important to be able to read others’ nonverbal cues and to understand how you can “speak” nonverbally to amplify your message – Reading nonverbal cues can help you to know if your audience is receiving and understanding your communication Module 6 Effective Oral Communication

76. Disaster Communications 76 Nonverbal Cues (continued) –Ways that people communicate nonverbally Eye movements Tone of voice Volume of expression Gestures Body posture Module 6 Effective Oral Communication

77. Disaster Communications 77 Nonverbal Cues (continued) –Messages that are communicated nonverbally Attitudes Emotions State of mind Multiple nonverbal cues “clustered” together are more significant than a single cue and can be used to detect a change in attitude, receptivity to the message, or a particular state of mind Module 6 Effective Oral Communication

78. 78 Demonstration

79. 79 Exercise