In this Business Skills 360 lesson we take a look at the language we use in a crisis. In our last two lessons (BEP 179 and BEP 180), we listened to a team dealing with a serious crisis: an accident at a factory. You probably noticed how some of the people are quite careful about the words they use.
在這節商業技巧360中，我們來看下危機中使用的語言。在上節課中，我們聽到了一個團隊在處理發生在工廠的事故。你可能會注意到有些人對說的話非常謹慎。

A crisis is a sensitive situation. Emotions are running high and people are on edge. There is the potential for conflict if you do or say the wrong thing. At the same time, the clock is ticking and you may not have time to manage everyone’s feelings. For these reasons, you have a very fine balancing act between being diplomatic and being direct.
危機是敏感的狀況。情緒占上風，人們處在邊緣。如果你說錯或做做了事，就有可能帶來沖突。同時，時間緊迫你可能沒有時間來控制每個人的情緒。因為這些原因，你需要在老練和直接間把握好平衡點。

So, when should you be diplomatic and when should you be direct? Well, you need to assess the situation and determine which is best. Diplomatic language can protect people’s feelings. It can also avoid conflict and build trust. Those can all be very important in a crisis, when everybody needs to be on board with a plan. On the other hand, direct language can show a sense of urgency and seriousness, and it can prevent confusion. Those are also important in a conflict, when things must happen quickly and misunderstanding is just not an option. Remember that to be a good crisis manager, you need to adapt your style and strategy to the situation.
那什么時候應該老練，什么時候應該直率呢？你應該評估情況并來決定如何面對。老練的語言能保護人們的感情。也能避免沖突并建立信任。在發危機中大家共同執行一項計劃時，它很重要。另一方面，直接的語言能表示緊急和嚴重性，也能避免混亂。在危急中，必須迅速行動時，能避免誤解。記住要想掌控好危機，你需要根據狀況來調整方式和策略。