In my blog, I explore practical ways to lead your team through disruption, build trust, reduce uncertainty, and guide your people with clear, confident communication.
If the last year has taught us anything, it’s that disruption never shows up at a good time. And when it does, what you say to your staff matters just as much as what’s happening.
I recently heard the story of KNP Logistics Group, which went into administration after a ransomware attack, taking with it its 158-year-old subsidiary, Knights of Old.
What struck me wasn’t just the devastating impact on the company and everyone connected to it, but how it highlighted the critical role of communication in those moments.
Have you ever faced a disruption that caught you off guard?
Perhaps a power cut, sudden staff shortage, adverse weather conditions, or an IT failure? It’s in those moments a simple communication plan can make all the difference.
And it got me thinking … how prepared are small and medium-sized businesses when something disrupts operations — especially when it comes to communicating with their staff? Often without a dedicated comms team in place, it can feel daunting — but with a few simple principles, you can still keep people informed and reassured.
What matters in those situations is not just what happens, but what you say — and how you say it. In times of uncertainty, your staff will look to you for direction and reassurance.
Do you have a plan in place?
When something unexpected happens, silence causes panic. People quickly fill the gaps with assumptions, and rumours spread faster than facts.
Handled well, communication can:
- Build trust and show steady leadership
- Keep people calm and focused on what matters now
- Protect morale and minimise disruption
Handled poorly, it can damage relationships and trust — sometimes more than the disruption itself.
And if it happened tomorrow, would you know what to say to your staff?
Before disruption: a simple plan for busy owners
You can’t predict every business disruption, but you can be ready for how you’ll talk about it with your staff — and make sure it links into your wider business continuity plan.
- Draft a few skeleton messages. Having 2–3 short templates ready will save you precious time under pressure. For example:
- “There’s an issue affecting [site/process]. We’re looking into it and will update you again at [time].”
- “Weather disruption is making travel difficult today. Please [action, e.g. work from home / contact your manager]. We’ll review again at [time].”
- Know your channels. Use what you already have — email, WhatsApp, Teams, or text. Keep it simple.
- One source of truth. Choose one place everyone can trust for the latest update (a pinned Teams post, or a single all-staff email thread).
- Set timing expectations. If you don’t have all the answers yet, say when you’ll be back: “We’ll update at 3pm.”
- Work with your experts. Whatever the disruption, work with the people closest to the issue – whether that’s IT, logistics, HR, facilities, or finance. They’ll manage the detail; your role is to make sure their guidance is explained clearly and consistently to staff.
A little prep now — joined up with your wider continuity planning — makes a huge difference later.
During disruption: communicate with confidence
When something happens, five principles will help:
- Be quick. Acknowledge the situation early even if you don’t have the full picture. For example, send a short message within the first hour to say you’re aware of the issue and will update again at [time].
- Be honest. Share what you know, what you don’t, and your next steps. If your systems are down, you might say: “We don’t yet know how long this will take, but IT are investigating and we’ll share more at 3pm.”
- Be consistent. Make sure managers and leaders share the same core messages. For example, provide managers with a short briefing note so every team hears the same facts, not rumours.
- Be human. Acknowledge feelings: “We know this is frustrating/worrying.” If staff are working late to deal with an issue, recognise the pressure: “We really appreciate the extra effort you’re putting in today.”
- Be two-way. Encourage questions and listen to feedback. Staff may spot things you’ve missed. Set up a Q&A channel on Teams or hold a 10-minute check-in for staff to raise concerns.
These principles work whether the issue is minor (a disruption on the roads) or major (a serious incident).
Keep internal and external comms joined up
During disruption, what you tell your staff and what you tell your customers need to align. Mixed messages create confusion and erode trust.
Work closely with whoever is handling external communication, whether that’s a colleague or an external partner, to ensure your staff updates line up with what’s being shared outside the business.
When staff hear one thing internally and read another externally, confidence drops. Joined-up comms builds reassurance on both sides.
After disruption: review and rebuild trust
Once things have settled:
- Thank your staff. Acknowledge their patience and effort.
- Share lessons learned. Ask for feedback. Be open about what you’ll do differently next time.
- Recognise outstanding contributions. If people went the extra mile, make sure it’s acknowledged.
- Improve your plan. Update your skeleton messages and channel choices while it’s fresh.
This strengthens trust and sets you up to respond even better in future.
A quick checklist for business owners
Here are a few simple things worth having in place before the next disruption comes along:
- A simple, one-page crisis comms plan — a quick reference showing who to contact, how to share updates, and what channels to use when something unexpected happens.
- A couple of draft “holding” messages ready to tweak and send.
- A clear idea of which channels you’ll use and one “go-to place” for updates.
- A promise to yourself to share updates quickly, honestly, and regularly.
- Managers/team leaders who know what to say and how to pass messages on.
- Internal updates that line up with what you’re telling customers and other external audiences.
- A way for staff to ask questions or flag issues, whether that’s through a Q&A chat on Teams, or regular check-ins.
- A habit of reviewing (and even practising) your plan so it’s sharper next time.
HOT TIP:
When tech fails, paper wins. Keep a printed copy of your crisis comms plan at work and at home. If systems go down, you’ll still have the key info you need.
Final thought
You can’t always control what happens in your business — but you can control how you communicate. Clear, timely, human messages help your staff feel supported, even when things are uncertain.
Crisis communication doesn’t need to be complicated. It should sit alongside your wider business continuity planning, giving you and your team the confidence to respond quickly and calmly.
Take charge of your communication strategy today. Don’t wait for the next disruption to test your resilience. Start preparing now so you can lead with confidence.
If you’d like to explore how to create a simple, tailored plan for your business …
- Ring me on 07929 939 683
- Get in touch for a chat about how I could support your business growth
- Explore website to learn more about the services I offer
I’d love to help you make sure your team is ready for whatever comes next.