Communicating Under Pressure

There are always situations in which you need to communicate fast and clearly. Especially in a crisis, in new situations, or when there is time pressure. The STICC protocol helps you achieve this. The STICC Protocol was developed by psychologist Gary Klein as a tool for managing the unexpected. STICC stands for: Situation, Task, Intent, Concerns, Calibrate and is a technique for productive communication about what to do when you face a new, unexpected situation. This is what it means: S - Situation = Here’s what I think we face. The leader summarizes how they see the situation, problem, or crisis at hand. T - Task = Here’s what I think we should do. The leader explains their plan for addressing the situation, problem, or crisis at hand. I - Intent = Here’s why I think this is what we should do. The leader explains the reasons why they think this is the best way of addressing the situation, problem, or crisis at hand. C - Concerns = Here’s what we should keep our eyes on. The leader mentions possible downsides or future consequences of the solution suggested to be taken into account as well. C - Calibrate = Now talk to me and give me your views. The leader asks others in the team to give their feedback and viewpoints, and especially invites them to disagree and add. This technique helps you in managing pressured situations in three ways: First, once something unexpected happens, it helps to develop appropriate responses. The five steps are aimed at discussing with a team what to do in cases that are not familiar. Through its focus on concrete action, on gathering different viewpoints, and on speed, the STICC protocol is a quick way to take appropriate action in new situations. Second, in step 4 (Concerns), you open up the discussion for further uncertainties and other changes that may follow. In this way, you mentally prepare people that there will always remain uncertainties. This helps in developing a crisis-ready mindset that is not only helpful in the current crisis, but also in the next. Third, the fact that a constructive dialogue takes place also facilitates communication and mutual learning. Even though the leader brings the suggestions here, it is the team together that comes to a solution. And while doing that, they learn together and from each other in an open and adaptive way, which helps further prepare them for future crises. My advice: use STICC whenever you have to communicate fast and clearly. === Follow me or subscribe to my Soulful Strategy newsletter for more: https://lnkd.in/e_ytzAgU #communicationtips #agile #teamexercise

11 things NOT to say in high-pressure moments, And what great leaders say instead: Don't let your stress response undermine your potential. The mark of a great leader isn't how they act in good times, But in how they perform under pressure. This sheet will help: ⛔ Don't say: "You're overreacting" ➡️ Because: It invalidates emotions and shuts down communication ✅ Instead say: "This is clearly stressful - what can we do to ease the pressure?" ⛔ Don't say: "This is unacceptable" ➡️ Because: It creates fear without constructive feedback ✅ Instead say: "I see some issues here - let's work together to improve this" ⛔ Don't say: "I'll just do it myself" ➡️ Because: It undermines trust and stunts employee growth ✅ Instead say: "Let's walk through this together so you can own it next time" ⛔ Don't say: "Why aren't you done yet?" ➡️ Because: It isn't productive and puts them on the defensive ✅ Instead say: "How are things going? Do you need any support?" ⛔ Don't say: "I don't have time for this right now" ➡️ Because: It makes the other person feel unimportant ✅ Instead say: "I'm tied up at the moment, but let's find a time to go over it" ⛔ Don't say: "You should already know how to do this" ➡️ Because: It discourages employees from asking for help ✅ Instead say: "Let's go over this together so you feel confident moving forward" ⛔ Don't say: "I need this ASAP" ➡️ Because: Vague urgency creates stress without clarity ✅ Instead say: "Please have this done by X, and let me know ahead of time if you hit any roadblocks" ⛔ Don't say: "We've always done it this way" ➡️ Because: That stifles innovation and demotivates employees ✅ Instead say: "I'm open to new ideas - how do you think we can improve this?" ⛔ Don't say: "This needs to be perfect" ➡️ Because: It sets unrealistic expectations and increases anxiety ✅ Instead say: "Let's aim for high quality, but don't let perfection slow you down" ⛔ Don't say: "I need you to be available 24/7" ➡️ Because: It creates burnout and resentment ✅ Instead say: "Given the urgency here, let's set clear and sustainable expectations for response times" ⛔ Don't say: "I don't care how you feel, just get it done" ➡️ Because: It dismisses the human side of work and damages morale ✅ Instead say: "I know this is a tough ask, and I appreciate you pushing through - how can I help?" Words matter. Don't let stressful situations make you say ones you'll regret. Take a pause, and work to respond constructively, Rather than react destructively. Any other phrases you'd add to this list? --- ♻️ Repost to share these with your network. And follow me George Stern for more. If you want the high-res PDF of this sheet, sign up here: https://lnkd.in/gpe6Q3V6

99% of founders I know fear the same moment. You walk on stage. 200 people stare back. Your mind goes blank. Most CEOs think public speaking is about talent. They’re wrong. It’s about systems that hold under pressure. The difference between those who freeze and those who flow? Simple frameworks practiced until they’re 2nd nature. Here are 10 that change everything: 1. The PREP Framework Answer any question on the spot. Point → Reason → Example → Point. Clear. Concise. Confident. 2. The 10–10–10 Method 10 words to hook. 10 seconds to outline what’s ahead. 10% more energy than normal. 3. Mirror Neuron Technique Smile before you speak. The audience mirrors your energy. Nod naturally while making points—they’ll mirror that too. 4. The 3-Touch Rule Preview the message. Deliver the message. Summarize the message. Three touches = retention. 5. Tactical Silence Trick Pause and count “one Mississippi” after questions. It creates space, shows control, and stops filler words. 6. The Pyramid Principle Lead with your conclusion. Support it with 3 arguments. Details only if asked. 7. The 4-Box Story What is: Current state. What could be: Future vision. What’s blocking: Obstacles. What’s needed: Clear next steps. 8. Vocal Variety Formula Louder for main points. Slower for complexity. Faster for energy. Softer for impact. 9. The 2-Foot Rule Plant feet shoulder-width apart. Balanced stance = grounded presence. No nervous pacing, no swaying. 10. Power Position Reset Return to center stage. Reset between topics. Reclaim attention every time. The brutal truth about public speaking: Your audience isn’t waiting for you to fail. They want you to succeed. I’ve seen introverted engineers become keynote speakers. Nervous founders command boardrooms. Quiet CEOs own the stage. None of them were “naturals.” All of them used systems. Because speaking isn’t a gift. It’s a skill. And the leaders who master it don’t just get heard. They get remembered. Want a PDF of my Public Speaking cheat sheet? Get it free: https://lnkd.in/dzDk2r5D ♻️ Repost to help someone in your network. And follow Eric Partaker for more on public speaking. — 📢 Want to think & operate like the world's best CEOs? Then join my free training this week. 7 Steps to Become a Super Productive CEO Thur, Aug 21 @ 12 noon Eastern / 5pm UK time: https://lnkd.in/ds-59YPU --- 📌 Earlybird enrollment is open for the Oct cohort of The Founder & CEO Accelerator. OFFER ENDS Sep 7th Learn more & apply now: https://lnkd.in/d-NDMfzb

The best communicators don’t just survive. They thrive under pressure. They’re not just resilient; they’re antifragile. What does that mean? They grow stronger with every challenge, critique, or unexpected curveball. That’s crucial because there is no such thing as a perfect talk, conversation, or presentation:  → You get a nasty question  → The tech doesn’t work → You are sleep-deprived → The audience looks at their phones and ignores you. What do you do? Training hundreds of CEOs, I always made sure they can excel in any situation, not just when the conditions are perfect. Because they never are. Here are 8 ways to become an antifragile communicator: 1️⃣ Embrace feedback as fuel: Every critique is an opportunity. Seek it out. It’s where growth begins. 2️⃣ Expect things to go wrong: No plan survives contact with the audience. Build mental flexibility. 3️⃣ Remember, don’t memorize: A rehearsed script lacks soul. Create an outline and remember key messages, opening & ending. 4️⃣ Be ready to speak without aids: Tech can fail. Train to deliver without mic, slides or notes. (It’s easy once you understand structures) 5️⃣ Prepare for tough questions: Every question, objection, and interruption is a chance to shine. 6️⃣ Strengthen your core message: Clarity is power. When you know your purpose and message inside out, you can handle anything thrown at you. 7️⃣ Learn bridging: The answer-bridge-communicate (ABC) method allows you to bring everything back to your message. 8️⃣ Speak from peak states: Harness your optimal emotional, mental, or physical state to make your communication more impactful, authentic, and engaging. The best communicators adapt to the moment. What’s your best tip to prepare for the unexpected? ♻️ Please share with your network & follow Oliver Aust for daily tips on leadership communication

Workplace conflict: your brain takes 0.07s to react. Your career takes years to recover. The truth is that one wrong word can: ↳ Break trust ↳ Limit your influence ↳ Close off opportunities But many professionals unknowingly use phrases that trigger resistance. Here's what works instead: 1. Instead of "That's not my job" ↳ "I see this matters. Let's figure out how to get it done." ↳ Shows teamwork while maintaining boundaries 2. Replace "We've always done it this way" ↳ "I see why this feels right. Shall we explore ideas?" ↳ Positions you as innovative, not stuck 3. Never say "That's not true" ↳ "I see it differently. Let me share my perspective." ↳ Opens dialogue instead of creating defense 4. Drop "You should have..." ↳ "Next time, let's try this approach." ↳ Future-focused, not blame-focused 5. Instead of "I don't have time" ↳ "This is important. Can we schedule time to discuss?" ↳ Shows respect while setting boundaries 6. Never say "Calm down" ↳ "I see this is frustrating. Let's take a moment to reset." ↳ Validates emotions while moving to solutions 7. Drop "You don't understand" ↳ "Maybe we're seeing this differently. Can we clarify what we both need?" ↳ Invites collaboration, not confrontation 8. Replace "It's not a big deal" ↳ "I see why this matters to you. Let's figure out a solution." ↳ Acknowledges impact, builds trust 9. Avoid "Let's agree to disagree" ↳ "We may see this differently, let's see how best to move forward?" ↳ Keeps momentum toward solutions 10. Never say "I'm done with this" ↳ "Let's take a break and revisit with clear minds." ↳ Professional pause, not emotional exit 11. Drop "I'm just being honest" ↳ "I want to be direct while keeping this constructive. Here's my perspective..." ↳ Maintains respect while being truthful The truth is, how you handle conflict impacts how leadership sees you: ↳ As a bridge builder or bridge burner ↳ As a problem solver or problem creator ↳ As future leadership material or a liability What’s one workplace phrase you wish people would stop using? ♻️ Repost to help your network to navigate workplace conflict! ➕ Follow Meera Remani for more career transforming insights.

Giving hard feedback is a challenge I've faced many times as a leader. One particular instance that stands out involved a team member I respected deeply but who had recently begun missing key deadlines. I knew I had to address it, yet I wanted to do so in a way that preserved their motivation and confidence. This experience taught me the importance of careful preparation and a thoughtful approach when delivering tough feedback. First, I make sure I'm clear about the specific feedback I want to provide. Second, I understand that hard feedback should always be delivered in private, and both the recipient and I should be in a calm and receptive state of mind. When sharing feedback, I focus on specific incidents and use "I" statements to describe my observations. For example, I might say, “I noticed you handling this situation differently than usual. I'd like to discuss how we can approach it more effectively.” I also emphasize the importance of this feedback for the person's growth and development. We all need feedback to grow. Without it, organizations can develop unhealthy habits, such as avoiding conflict or only giving positive feedback. This can lead to unresolved issues that damage morale and hinder professional development. 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐞𝐬 𝐟𝐨𝐫 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐢𝐧𝐠 𝐇𝐚𝐫𝐝 𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤: ➝ 𝐔𝐬𝐞 𝐭𝐡𝐞 𝐅𝐨𝐮𝐫-𝐒𝐭𝐞𝐩 𝐒𝐜𝐡𝐞𝐦𝐞: Start with specific examples, share your feelings, explain the consequences, and state your expectations. ➝ 𝐅𝐨𝐜𝐮𝐬 𝐨𝐧 𝐁𝐞𝐡𝐚𝐯𝐢𝐨𝐫, 𝐍𝐨𝐭 𝐂𝐡𝐚𝐫𝐚𝐜𝐭𝐞𝐫: Separate the individual from their actions to avoid defensiveness. ➝ 𝐂𝐫𝐞𝐚𝐭𝐞 𝐚 𝐒𝐚𝐟𝐞 𝐄𝐧𝐯𝐢𝐫𝐨𝐧𝐦𝐞𝐧𝐭: Conduct feedback conversations in private and ensure confidentiality. ➝ 𝐁𝐞 𝐌𝐢𝐧𝐝𝐟𝐮𝐥 𝐨𝐟 𝐓𝐨𝐧𝐞 𝐚𝐧𝐝 𝐁𝐨𝐝𝐲 𝐋𝐚𝐧𝐠𝐮𝐚𝐠𝐞: Maintain a calm tone and avoid judgmental language. It’s also important to remember that hard feedback doesn’t have to be all negative. I always try to highlight the positive aspects of the person’s work while addressing areas for improvement. My goal is to deliver the feedback in a way that is constructive and encourages growth. What about you? How do you handle delivering tough feedback? Any strategies you find helpful? #feedback #mindfulness #peoplemangement #leadership #LeadwithRajeev

We’ve all seen how quickly a single moment on social media can spiral. One tone-deaf comment, one AI-generated response that misses the mark, or just a slow internal handoff and suddenly, your brand is trending for all the wrong reasons. When I started building our AI-First Mindset™ transformation program, I knew we couldn’t just focus on opportunity. We also had to prepare leaders for risk and that includes public-facing crises fueled by speed and automation. That’s why I developed a new module focused on building a social media crisis management plan designed for today’s AI-powered workplace. We cover the essentials: • How to build a clear, flexible crisis communication plan • The best crisis management tools to monitor and respond in real time • How to define team roles across marketing, legal, leadership and tech • And how to account for AI-powered systems that can escalate issues if not handled properly In a world where content and backlash move at machine speed, your people need clarity. That starts with a plan that’s actually usable and practiced before the pressure hits. This isn’t about fear. It’s about preparation. AI adoption comes with incredible potential, but it also changes how we manage trust. A good crisis response needs to e part of your broader AI change management strategy. If your team is using AI but hasn’t revisited your crisis plan, now’s the time. Stay tuned for practical guidance on creating crisis plans that perform under pressure. #DigitalCrisisStrategy #CrisisCommunication #CrisisResponse #DigitalCrisis #SocialMediaCrisis

I’m usually the guy standing just off-camera, coaching the spokesperson: “Relax your shoulders.” “Don’t overexplain.” “You’ve got 90 seconds—use them wisely.” But yesterday? I was on the other side of the lens—being interviewed by the superb team at Jewish Federations of North America about our advocacy work on Capitol Hill. And let me tell you: Giving media training is easier than doing it yourself. Here’s 10 Tips for Nailing a Media Interview (from someone who usually gives the advice, and just had to eat his own cooking): 1. Don’t look at the camera. Look at the interviewer. The camera’s not your best friend—it’s your static stalker. 😉 2. Be animated, not theatrical. Hand gestures = good. Mime performance = not good. 3. Speak like you’re talking to a smart eighth grader. Clear, short sentences. Then stop. Let the soundbite breathe. 4. Dress for clarity. Solid colors. No stripes, no logos, no hypnotic polka dots. 5. Over-enunciate slightly. TV eats consonants. Add a touch of drama without sounding like you’re auditioning for Shakespeare in the Park. 6. Never repeat a negative. Q: “Isn’t your program a total failure?” ❌ A: “I don’t think we’re a total failure, no.” ✅ A: “I wouldn’t characterize it that way, here’s what we’ve seen work, and why it matters.” 7. If you don’t know, say so. “Let me confirm the data and circle back.” A confident deferral beats a wobbly bluff. 8. Know your message and ‘headlines’ If you don’t know your 3 key points going in, you’re just riffing—and that’s a gamble. 9. No bobblehead mode. Eye contact is good. Wide-eyed blinking and constant nodding? Distracting. 10. Breathe. You’ll think it’s a sprint. It’s actually a slow-motion obstacle course. Stay grounded. - - - - - - - - - - - - - - - - - - - - So here’s to all the advisors, coaches and comms pros who sit behind the camera. Once in a while, it’s worth stepping into the spotlight. Even when it’s awkward (it was)! Even if your shoes are Hokas because you walked 15K steps nursing a broken foot. Even if your inner monologue is screaming. You’ll be fine. You’ve trained for this. Literally. What quick media interviewing tips would you add here? ** If you or your team need some urgent care style speaker and talking point prep, drop me a DM or email anytime. **

I saw a masterclass in empathy. A customer at Raw Juice in Boca Raton hands Alexa, the manager, a coupon. The problem? The coupon is from another Raw Juice. And since each store is independently operated, the coupon isn't valid. Here’s how Alexa responded: “Thank you for coming back. I know this isn’t something you want to hear. Since each Raw Juice is independently owned, coupons aren’t transferable. You couldn’t have known that, I will apply the discount anyway.” Customer: “Wow! Thank you!” Alexa: “My pleasure. Our app applies discounts automatically without you having to lug coupons around. If you’d like, I can show you how it works.” Customer: “That would be great.” Brilliant. Here’s why: (Appreciation) “Thank you for coming back.” (Neutralize negative emotions by labeling them. Chris Voss calls this an accusations audit.) “I know this isn’t something you want to hear.” (Clarity) “Since each Raw Juice is independently owned, coupons aren’t transferable.” (Validate) “There’s no way you could have known that, so that I will apply the discount anyway.” (Illuminating a benefit while letting the customer decide) “Our app applies discounts automatically without you having to lug coupons around. If you’d like, I can show you how it works.” Knowing how to deliver “bad news” in a way that lowers resistance is a good skill to master.

Let's talk about the hardest part of being a Customer Success Manager: Delivering bad news. Early in my CS career, I realized something crucial: We're often the messenger everyone relies on. Think about it: Support teams when something breaks Product teams when a feature won't be built R&D teams when customers use the product differently Collections when the customer isn’t paying Two paths emerge when delivering tough messages: Path 1: Sugar-coat. Avoid. Protect the relationship at all costs. Path 2: Be brutally honest. Build trust through transparency. Here's what I've learned: Good communication isn't about being liked. It's about being trusted. When you need to deliver bad news: 1 - Be honest, internally and externally 2 - Set clear expectations 3 - Say NO when you can't say YES 4 - Offer alternatives 5 - Communicate with empathy Remember: Short-term discomfort creates long-term trust. Your job isn't to make customers happy all the time. Your job is to help them succeed - even when that means having tough conversations. How do you handle delivering difficult messages? I would love to hear your approach. ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1955+ community members! 💥 [link in the comments section]