SportsTurf provides current, practical and technical content on issues relevant to sports turf managers, including facilities managers. Most readers are athletic field managers from the professional level through parks and recreation, universities.
Issue link: https://read.dmtmag.com/i/409813
O ver the years in November issue columns I have encouraged read- ers to become members of STMA or at least attend their annual conference; few things can more quickly make you a better turf manager. This year I provide a great example of why—here's some advice on crisis communications recently sent to STMA members from the gentleman across the page, STMA President David Pinsonneault: "Perhaps you will never be faced with responding to a crisis. But, if you ever have an athlete get injured during play, an employee who gets hurt on the job, a disgruntled employee, a weather related disaster, or an environmental incident, you just might find yourself in the spotlight and under scrutiny. "As a manager of people, you may have to deal with an employee's death or illness, a sudden change in top management, or employee issues of sexual harassment. Each one of these can constitute a crisis. You must be prepared for that decisive moment when your response can lead the crisis to better or to worse. An initial negative perception is nearly impossible to reverse. "You are judged within the first 30 seconds of speaking if you and the information you are providing is trusted. Appearing empathetic and caring are the most importance characteristics you can exhibit to show "trustworthiness." Your audience will also assess your competence, your honesty and your commitment. Your goal as a communicator is to demonstrate these attributes. "It is important to recognize that the media is usually more interested in covering opposing viewpoints and that bad news and conflict are more newsworthy. Most reporters are working under a tight deadline, have limited scientific and technical knowledge and can be a bit cyni- cal. When preparing to talk with the media, address the principal underlying concern of the audience/questioner/listener while keeping your responses short and concise. INtervIews • Take control early by educating the reporter and correcting misunderstandings. • Clarify the questions. • Prepare two to three main messages. • Give facts: who, what, when, where, but don't give how and why. • Express your concern. Safety is always the top priority. • Avoid jargon and do not use humor. • Frame your answers in the positive. • Tell how fast you responded, how much has been done and what you will do about it in the future. • Thank or give appreciation to any assistance. • Avoid words with negative connotations such as lethal, risky, deaths, maimed, toxic. • Do not repeat the "charges" or any nega- tives words, such as no, not, never. • Be conscious of your body language. Do not place your hands in a "fig leaf " in front or in back of you, but keep your hands/palms open and above the waist. Avoid touching your face, clasping or clenching your hands and pointing your fingers. remember these phrases "You want to give a sense of more to come, which will help to establish your trustworthiness. 'What I can tell you is …' 'So far, what we know is …' 'So far, what we have done is …' 'What we are planning to do next is …' 'We will be able to tell you more when …' 'I'll be glad to talk with you again after we conduct …' Source: Susan Santos, Ph.D., FOCUS GROUP, Medford, MA For more information on crisis plans and crisis communication, visit these web sites. http://www3.niu.edu/newsplace/crisis.html http://www.lsu.edu/pa/crisis.html http://usinfo.state.gov/products/pubs/pres- soffice/crisis.htm http://www.topstory.ca/crisis.html ■ From the Sidelines Eric Schroder Editorial Director eschroder@specialtyim.com 717-805-4197 It could be you 6 SportsTurf | November 2014 www.sportsturfonline.com epG media/specialty Information media 3300 Fernbrook Lane N, suite 200, plymouth, mN 55447 the Official publication Of the sports turf managers association president: David Pinsonneault, CSFM, CPRP Immediate past president: James Michael Goatley, Jr., PhD president-elect: Allen Johnson, CSFM secretary/treasurer: Jeff Salmond, CSFM vice-president Commercial: James Graff professional Facilities: Phil McQuade academic: Jeffrey Fowler higher education: Tim Van Loo, CSFM parks & recreation: Sarah Martin, CSFM K-12: Andrew Gossel Commercial: Doug Schattinger elected-at-Large: Mike Tarantino, CSFM elected-at-Large: Bradley Jakubowski Chief executive Officer: Kim Heck stma OFFICe 805 New hampshire suite e Lawrence, Ks 66044 phone: 800-323-3875 Fax: 800-366-0391 email: STMAinfo@STMA.org www.stma.org edItOrIaL Group publisher: David Voll editorial director: Eric Schroder technical editor: Dr. James Brosnan art director: Brian Snook production manager: Karen Kalinyak stma editorial Communications Committee Chairman: Brad Jakubowski; Tyler Clay; Jim Cornelius, CSFM; Mark Frever, CSFM; Jamie Mehringer; Scott Stevens; and Brad Park SportsTurf (ISSN 1061-687X) (USPS 000-292) (Reg. U.S. Pat. & T.M. Off.) is published monthly by Specialty Information Media at 75 Pike Street, Port Jervis, NY 12271. POSTMASTER: Send address changes to Sportsturf, PO Box 2123, Skokie, IL 60076-7823. For subscription information and requests, call Subscription Services at (847) 763-9565. Subscription rates: 1 year, $40 US & Poss.; 2 years, $65 US & Poss.; 1 year, $65 Canada/Foreign Surface, 1 year, $130 Airmail. All sub- scriptions are payable in advance in US funds. Send payments to Sportsturf, PO Box 2123, Skokie, IL 60076- 7823. Phone: (847) 763-9565. Fax: (847) 763-9569. Single copies or back issues, $8 each US/Canada; $12 Foreign. Periodicals postage paid at Port Jervis, NY and additional mailing offices. COPYRIGHT 2014, SportsTurf. Material may not be reproduced or photocopied in any form with- out the written permission of the publisher.