Crisis and Risk Communications
Risk communication is a science-based approach for effectively communicating in high concern, low-trust, sensitive or controversial situations. Initially developed by social scientists for professional hostage negotiators and physicians, risk communication offers a set of principles, tools and techniques for helping interested parties or stakeholders to:
Provide the knowledge needed for informed decision-making in high-concern situations;
Build or re-build trust among stakeholders; and,
Engage stakeholders in dialogue aimed at resolving disputes and reaching consensus.
Research that supports this groundbreaking methodology includes some 25 years of studies on how people assess trust and credibility (trust determination theory), what factors increase or decrease a person's anxiety (risk perception theory), how people process information when they are upset (mental noise theory), as well as the impact of using negative words when talking with an anxious/agitated person (negative dominance theory).
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