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In this Business Skills 360 lesson we take a look at the language we use in a crisis. In our last two lessons, 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.
在這節商務技能360課程中，我們能看到我們在危機時使用的語言。在我們上兩節課中，我們聽到一個小組正在處理發生在工廠的意外這個危機。你很可能注意到一些人是多么謹慎他們的措辭。
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.
危機時刻是個敏感狀態。大家高度緊張，情緒波動。如果你犯了一點小錯或者說話不謹慎，就很可能引起沖突。同時，時間在滴滴答答地流逝，你也許沒有充足的時候去把握好每個人的感受。由于這些原因，你得能平衡好直接表達和委婉表達。
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.
因此，什么時候你應該直抒己見，什么時候委婉表達呢？嗯，你需要進入狀態，決定哪種方式會更好。外交式的措辭能夠使得人們感覺良好。也可以規避沖突和建立信任。當處于和每個人都切身相關的危機中，委婉的表達至關重要。另一方面，直接表達能夠顯示出一種緊迫感和嚴肅感，避免含糊其辭。在有沖突的時候，事情會發生地很快，誤解必定會產生，這種表達也很重要。記住，要成為危機管理者，你需要調整你的風格和策略應對這些狀況。
