Why reading emotions and 'picking the panic' is critical to crisis success

Sensing and managing emotional contagion is critical to survival in a crisis (Source: Wharton Executive Education, 2014)

Let’s talk about emotional contagion. As Tom Gleeson, host of the popular ABC Hard Quiz says this week I’ve really been getting into managing emotions in a crisis.

Why?

In a crisis, it’s all about the emotions, we debate values. Just look at the outpouring of emotion and the value-laden discussion around the resignation of NSW Premier, Gladys Berejiklian. 

Consider these headlines:

‘Separate standard for women’: Australia reacts to Gladys Berejiklian’s ‘brutal’ end screamed news.com.au 

Howard’s tears for Gladys ignore realities – from the Sydney Morning Herald 

And this one from The Guardian shows exactly how the media – all of it – works in a crisis. Memes will feature – of that, there is no doubt.

Memes, hot takes and mockery: how the internet reacted to Gladys Berejiklian’s resignation

So back to emotional contagion – what is it, and why is it so important to understand and manage in a crisis.

First, a definition:

Emotional contagion occurs when someone’s emotions and related behaviours lead to similar emotions and behaviours in others.

Let’s look at this example:

You come home from a hard day at work, feeling tired and down.

Opening the front door, you are hit with the sights, sounds, and aromas of a dinner party in progress.

You see family and friends smiling, laughing, sharing stories and food. Right away, your mood brightens. You forget your troubles and are soon smiling and laughing with the rest.

You’ve just experienced a form of emotional contagion.

And second, and most importantly, just like any virus, emotions are contagious. Just as a smile is, just as laughing is, just as yawning is. Just as anger is, just as fear is and just as aggression is. (The panic buying of toilet paper is in part explained by emotional contagion.) 

And in the workplace, the emotional contagion comes from the boss! Now everyone reading this is a great boss, right? No toxic, abrasive leaders here.

The boss/the leader sets the scene, provides the context, the perspective. If the boss is fearful, afraid, angry. Guess what? Everyone else will be too.

The boss needs to diagnose the emotional immune system of the key stakeholders – what are they thinking, feeling, saying and doing. What are they noticing? The boss, the crisis leader needs to ‘pick the panic’.  Who will panic, about what, where, how and why? 

Understanding how to read and manage emotions in a crisis is one of the keys to not only surviving in a crisis, but thriving. 

My advice – do what you can to understand emotional contagion, how emotions drive decisions and what, therefore, needs to be communicated to restore calm, reassure people that you have the situation in hand, or that you are going everything you can to get to the bottom of what’s going on to make sure that it never happens again. 

Pick the panic and you’ll not only survive but thrive in a crisis.