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Menedżer w roli interwenta w sytuacjach kryzysowych : wybrane cechy osobowości, umiejętności i kompetencje komunikacyjne

Gurmińska K., Miszczak M.

Nowoczesne Systemy Zarządzania

2013

T. 8, nr 1

103--116

Crisis situations appear very often and unexpectedly. Although each crisis situation, as well as participating in it, are different, general rules are created to deal with crisis. This article shows how manager should behave and communicate with workers in crisis situation. Some personality traits like emotional balance, extroversion, openness, emotional intelligence, creativity help him. Action and communication of manager in intervention depending on the situation. In case of emergency manager should used to communicate prescriptive otherwise, should be used more empathic listening and questions. Good communication is very important to help other find emotional balance.